FAQs for New Customers

Welcome to CyberTel UK! Here are the answers to the most common questions from new customers.

Q: How long does delivery take?
eSIMs are delivered instantly by email. Physical SIM cards arrive within 1–3 working days via Royal Mail.

Q: How do I activate my SIM or eSIM?
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?
Most newer iPhones, Samsung, and Google devices support eSIM. You can check in your phone settings under Mobile Data → Add eSIM.

Q: Can I keep my existing number?
Yes! Text PAC to 65075 from your old SIM to get your PAC code, then share it with our team via live chat, WhatsApp, or email. Your number will transfer to CyberTel within 24 hours Monday to Friday.

Q: My number ported but it's still showing my old number in iMessage.
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.

Q: How do I pay for my plan?
Payments are handled securely via Stripe. You can pay by card or set up a Direct Debit — whichever you prefer. Your first payment is taken on activation and future payments are automatic every 30 days.

Q: Where can I see my bills?
Our new customer portal is coming soon — in the meantime, contact our team and we'll send you a copy of any invoice instantly.

Q: Are there any hidden fees?
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?
Yes — you automatically receive loyalty discounts every year. 10% off after year one, up to 50% off after year five.

Q: Which countries can I use my plan in?

Q: What's a Global eSIM?
A data-only eSIM included with all Global Roaming plans (Globetrotter, Aero, Forces, Sail, and RailReach). It connects across 207 destinations worldwide and also gives you access to Vodafone and Three in the UK (with O2 coming soon) — so you're always on the strongest available network.

Q: Can I use both SIMs at once?
Yes — keep your UK SIM active for calls and texts, and your Global eSIM handles data automatically when you're abroad.

Q: How do I manage my account?
Our new customer portal is coming soon and will give you full control over your plan, billing, and connectivity in one place. In the meantime, our team can help you with anything you need — just get in touch.

Q: Can I pause my plan?
Pausing is available exclusively on Forces plans — designed for MOD and military personnel during deployment. Contact our team to arrange this.

Q: Can I cancel my plan?
Yes, anytime — all CyberTel plans are 30-day rolling with no cancellation fees. Just let us know and we'll take care of it.

Q: Can I change my plan?
Of course. You can upgrade or downgrade anytime with no fees and no contracts. Contact our team and we'll switch you over instantly.

Q: My eSIM won't activate — what should I do?
Restart your device and make sure you're connected to WiFi when scanning the QR code. If it still fails, contact us — we can instantly reissue your QR code.

Q: I'm not getting a signal abroad.
Turn Airplane Mode on for 30 seconds, then off again. Make sure Data Roaming is enabled, and if you're on a Global Roaming plan check that your Global eSIM is set as your data line.

Q: What if I lose my phone or SIM?
Contact us immediately — we can pause your plan if you're on a Forces plan, or cancel and reissue a replacement SIM or eSIM the same day for all other plans.

Our UK-based team is here every day.

💬 Live chat: cybertel.uk
📱 WhatsApp: click the green button on cybertel.uk
📧 Email: [email protected]
📞 Call: 0333 038 3852

Available 7 days a week · 6am–10pm UK time