Welcome to CyberTel UK!
🪪 Ordering & Activation
Q: How long does delivery take?
A: eSIMs are delivered instantly by email. Physical SIM cards arrive within 1–3 working days by Royal Mail.
Q: How do I activate my SIM or eSIM?
A: Once your SIM or eSIM arrives, follow the activation steps in your welcome email or see our Activating Your Plan guide. Activation usually takes a few minutes.
Q: How do I know if my phone supports eSIM?
A: Most newer iPhones, Samsung, and Google devices support eSIM. You can check your phone settings under Mobile Data → Add eSIM.
🔁 Transferring Your Number
Q: Can I keep my existing number?
A: Yes! Just text PAC to 65075 from your old SIM, then enter that code in your CyberTel Account. Your number will transfer to CyberTel within 24 hours (Mon–Fri).
Q: My number ported, but it’s still showing my old number in iMessage.
A: This can take up to 7 days to refresh in Apple’s system. You can speed it up by signing out of iMessage and FaceTime, restarting your phone, and signing back in. Contact us if you’d like us to trigger a network refresh for you.
💳 Billing & Payments
Q: How do I pay for my plan?
A: Payments are handled securely via GoCardless Direct Debit. Your first payment is taken on activation, and future payments are automatic every 30 days.
Q: Where can I see my bills?
A: Log into your CyberTel Account and go to Billing & Payments to view or download invoices.
Q: Are there any hidden fees?
A: No. CyberTel plans are completely transparent — no setup fees, no roaming surcharges in included zones, and no mid-contract price hikes.
Q: Do I get discounts for staying longer?
A: Yes — you automatically receive loyalty discounts every year:
10% off after 1 year, up to 50% off after 5 years.
🌍 Roaming & Travel
Q: Which countries can I use my plan in?
A: That depends on your plan type:
Plan | Roaming Access |
Core / Student / Responder | Zones 1–2 (Europe, USA, Canada, Australia, South Africa). Roaming outside these zones is disabled to protect you from large bills — contact us if you need to activate it. |
Explorer | Zones 1–3 (works in 88 destinations, including Turkey, UAE, Mexico). |
Globetrotter / Aero / RailReach / Sail / Forces | Zones 1–4 + Global eSIM covering 205 destinations and all 4 UK networks. Unlimited calls & texts in Zones 1–4. |
Q: What’s a Global eSIM?
A: A data-only eSIM that connects in 205 destinations and even works across EE, O2, Vodafone, and Three in the UK — so you’re always covered. It’s included automatically with Explorer, Globetrotter, Aero, RailReach, Sail, and Forces plans.
Q: Can I use both SIMs at once?
A: Yes! Keep your UK SIM for calls and texts, and use your Global eSIM for data when abroad.
👤 Account Management
Q: How do I log into my CyberTel Account?
A: Visit portal.cybertelecom.net — we use secure one-time email links (no password needed).
Q: Can I pause or cancel my plan?
A: Yes, anytime. Go to Plan Settings → Pause / Cancel Plan in your dashboard.
Q: Can I change my plan later?
A: Of course. You can upgrade or downgrade anytime — no fees, no contracts.
🔧 Technical Help
Q: My eSIM won’t activate — what should I do?
A: Restart your device and check you’re on WiFi when scanning the QR code. If it still fails, contact support — we can instantly reissue your QR code.
Q: I’m not getting a signal abroad.
A: Turn on Airplane Mode for 30 seconds, then off again. Make sure Data Roaming is on, and check you’re using your Global eSIM for data.
Q: What if I lose my phone or SIM?
A: Log into your CyberTel Account to pause your plan immediately. Then contact us — we can send a replacement SIM or eSIM the same day.
💬 Still Need Help?
Our UK-based team is online every day from 6am–10pm:
💬 Live Chat: cybertel.uk
📧 Email: [email protected]
📞 Phone: 0330 038 3852
You can also chat instantly with Fin, our 24/7 AI assistant, directly from our website.