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FAQs
  • 1. Instructions

    The information below provides details about the cell phone you will receive in Spain. If your parents or another third party will be billed for the usage charges, you might consider making a copy of this document for them to keep.

  • 2. Customer Service

    Monday to Thursday (9 am -14pm and 15pm -5 pm) and on Friday (9am – 15pm) except holidays and weekends:
    • Sending an email: moviles@satecno.es.

    • Calling from your cellular, dial 1050, listed as SAT (0.09€/min. if you have exceeded the 300 min. flat rate, if not call is included in it).

    • Calling from landlines or public phones, dial 900 800 462 (Toll Free # from a landline / house phone or public phone)

     

    From a payphone/landline (toll-free): 902 883 089.

    From
    USA/ CANADA 1866 254 9345
    FRANCE 01 707 08 174
    GERMANY 069 22222 0387
    IRLAND 01 247 7868
    ITALY 02 3600 3675
    UNITED KINGDOM 01 616 018 926

     

    Apart from the option of calling during our office hours, please feel free to send us an email. We will reply within 24 hours: moviles@satecno.es.

  • 3. 24-Hour Lost/Stolen Phone Cancellation Number

    Call or sms: 645 253 522
    Email address: moviles@satecno.es

     

    * Taxes are not included in the rates above. Spain's 18% IVA tax will apply to the total monthly bill.

     

    Download the attached (duplicate contract) fill it and sign it and reach SAT (Apelcom®) office of your city in order to give you a second hand cell phone and a duplicate of your sim card.

  • 4. International Roaming: Am I able to use the phone all over Europe?

    • * The rates and conditions above only apply in Spain is complete territory.
    • * Initially your phone will only work within Spain , and you must contact SAT (Apelcom®) in order to activate international roaming.
    • * Rates while you are roaming are different, and incoming calls are not free when you are outside of Spain .

     

    Although SAT (Apelcom®) cell phones work all over Europe, they are initially restricted for roaming use. If you want to activate this feature you must follow a procedure and make a new deposit to activate the roaming service. We advise you that:

     

    • - Incoming calls are not free. The price per minute of incoming & outgoing calls depends on the country you are in. We can not assure a fixed rate. As such, the rates will be much different from your plan within Spain, and much more expensive in general (i.e. 1.00/min).
    • - Incoming text messages are not free. Incoming and outgoing text messages cost from 0.30€ to 0.90€ depending on the country’s operator.
    • - Voice mail of any type is also charged.
    • - Procedure: Visit our webpage ? fill out and sign the “Roaming” form and return it to us by fax or by visiting the office. A new deposit of 150.00€ or 250.00€ is compulsory. Please read carefully all new conditions before signing. Note that the roaming service is not allowed on the last month of your program in Spain.
    • - Mundial Card: We recommend using our International Card as a much more convenient and safe way to call while being abroad.

     

    NOTE: The roaming is locked for default anyway if it was activated (because of a Operator mistake) you will be the responsible of the charges that will be produced out of Spain >> You can also activate international roaming By downloading, filling out and send this document by fax (to 91 789 78 24) or scanning and send it by mail (to moviles@satecno.es)

    You can also activate international roaming By downloading, filling out and send this document by fax (to 91 789 78 24) or scanning and send it by mail (to moviles@satecno.es)
  • 5. Helpful Hints about Text Messaging

    • *Use text messages if you do not expect a reply. It is better to make a one-minute call rather than sending message after message.
    • *Calling USA for five minutes is cheaper than one text message sent over there.
    • * If you cannot receive text messages, check your inbox/outbox messages. The memory of the SIM could be full. Delete old messages.
  • 6. Calling Codes to and from the United States

    • To receive calls on your SAT (Apelcom®) cell from the U.S, a country code must be dialed: 011 34 + your cell phone number.
    • Calls from your Apelcom cell phone to USA /other countries (an international call): 00 + country code + phone #. The country code for the U.S. is 1.
  • 7. FAQ’s and Notes on your monthly invoice : How do I pay my bill?

    - Apelcom will proceed to charge your CC/CD with Flat rate 24h + rental (if applicable) at the beginning of the month.

     

    - Apelcom will notify you of the total amount extra spent, over the 300 min or other destination calls, via SMS approximately 5 to 15 days after the end of each month. Apelcom will proceed to charge the corresponding extra usage amount 24 hours after.

     

    - All charges will appear as “Aplications in Electronic Communications S.L” in your CC/DCard

     

    - Invoicing period goes from the 1st to the 30th or 31st of the month.

     

    - When the bill is finalized by the operator and the invoice announced by SMS each month, you can check it at: www.apelcomcell.net click on “your account” icon. Once on this page, enter your contract number (found at the upper right-hand corner on front page of the contract) and the password (by default your initial password is “verde”. You should change this password on your first entry for your own data protection).

     

    - The bill is finalized once the operator CDR is received a few days after the month is over. In most cases, we can not anticipate your total bill or the details of your calls until we have received the CDR. Once the invoice is prepared, these can be accessed through your web account.

     

    - If you do not agree with some charges shown on the monthly invoice, you must contact SAT (Apelcom®) in order to present a complaint to the Spanish cell operator. Call Customer service and be sure to write to us.

  • 8. FAQ’s and Notes of your cell service

    - All incoming calls received on my cell phone are FREE?Yes, when you are in Spain they are FREE, regardless of where the call comes from.

    - What’s the cheapest way to call the U.S. from my Spanish cell? Calling through the “A Intl Call” number already stored in your phone book.Just follow the instructions given by the operator. The destination number must be dialed: 001 + phone #

    - How can I check how much I am spending?There is no support for this service on a network; you will have to wait until the invoice is produced.

    - Limits do not work when roaming is activated.

    - Calls to 90x or 80x numbers are not included in the limit

    - What happens if my phone gets lost or stolen? Think of your cell as if it was your credit card! If your phone is lost, call immediately. All calls made from your lost / stolen phone will be charged to you until you call us to cancel it! Keep a record of the exact date and time of cancellation, so that you can easily identify calls made before and after you’ve notified us.

    - SAT (Apelcom®) can replace your cell phone with the same phone number you had before. If you want a new cell phone, you must pay a new deposit for the set and 15,00 € for the new SIM card. This process takes about one working day.

    - Internet and Multimedia Messages: Your cell can be used like a PC for sending e-mails, photos and other files. However this option is slow and very expensive. Mobiles can connect accidentally to this service; make sure to keep your keypad locked when placing it in your pocket or purse.

    - How do I know if I am placing a call to a Hotline or to a regular number?

    - Cell numbers in Spain always start with 6 and most landlines numbers you will use in Spain start with 91, 92, 93, 94, 95, 96, 97 and 98.

    - Toll Free numbers in Spain start with 900. Most of them do not work from mobiles, so use public or private land lines for these numbers.

    - Some companies use numbers starting with 902 or 901: the cost is a little higher than regular numbers, and is not counted in your limit.

    - Be especially aware of numbers starting with 906, 803, 806 and 807. The cost of a call to these numbers is very expensive in all cases

    - Is there a maximum monthly traffic allowance? Yes, your cell has a TOP SECURITY limit of around 500 minutes and another of 20€ for SMS. When you find that you can not make outgoing calls or send text messages, call the Apelcom Customer Service and, if this is the case, we will increase the limits for you. And please, keep in mind that:

     

    • These limits are NEVER exact. When the limits of around 500 minutes and 20€ for SMS are approximately reached, the operator may take 1 to 2 days to block your cell. So, some extra calls could be made over the limit.
    • * You may notice when you have reached your limits when either national or international calls are blocked. (If only the international calls are blocked, you may still be able to make national calls for a few hours, however please view this as a warning that you have reached your limits)
    • * Limits do not work when roaming is activated. (Roaming stands for abroad calls, so being abroad there is no limits to protect you)
    • * Calls to 900 or 800 numbering are not included in the limits
  • 9. How do I make calls to the U.S.?

    You can use your cell phone to call the U.S or any other country in the world, at very special rates. Likewise, it may be difficult to track how much you are spending. In general, it is preferable to have friends and family call you on your cell phone, since you are not charged for incoming calls when you are physically in Spain . Nevertheless, the cost of your call to USA is mostly cheaper from your cell phone than the calls from USA to your mobile, so think about who is paying at the end.

     

    The least expensive way to call the U.S. from your cell phone involves using the International Access number "1010" in your phone. Your friends and family should research the best ways to make calls to Spain, in most cases you will find that is cheaper for you to call them, that they calling you to your mobile phone.

     

    There is also a solution for your calls by IP in your laptop with a 3G card, to find about this look into the 3G Data card info on this Web.

  • 10. Can I use the phone outside of Spain ?

    International roaming is blocked on your phone which means your cell phone WILL NOT WORK outside of Spain . This is because roaming charges are two to three times more expensive than normal rates, as there is a much higher risk in the case of loosing or get stolen the cell phone because the limits do not apply outside of Spain.

    You will be unable to receive calls while traveling outside Spain if you do not activate the roaming service. If you want to activate your roaming privileges while traveling outside of Spain , you must call or email SAT (Apelcom®) to determine the rates and conditions a minimum of one week prior to the departure date.

     

    It is important to notice that fees are very different while you are in roaming mode. Outside of Spain , incoming calls or messages are not free. Both incoming and outgoing calls can be shockingly expensive and vary per country. Even checking voicemail messages will carry between € 0.70 and € 1.50, depending on the country in which you are traveling. Remember it is easy to incur high charges if you do not carefully monitor how much you use your phone or if you lose it!

     

    Special NOTE on roaming:The roaming is locked by default, but if it were somehow active (i.e. because of an Operator mistake) you would be responsible for the charges of calls or SMS made or received outside of Spain. Be careful not to use this service unless you have signed up and paid the deposit beforehand.

  • 11. Can I just take my own cell phone and change the SIM card in Spain ?

    If your cell has tri-band coverage and is not blocked by your phone company, you can bring your own cell phone and obtain an SAT (Apelcom®) SIM card.

  • 12. What happens if my phone gets lost or stolen?

    Think of your cell as if it were your credit card!! Keep this number (645 253 522) with you (in your wallet and at home) in case you have to contact SAT (Apelcom®) to cancel your contract if you lose your phone - SAT (Apelcom®) gives you a pocket reminder to carry with you all the time where you have this number apart from other info. Tell them to temporarily block the service so you avoid paying for fraudulent calls. All calls made from your lost/stolen phone will be charged to your bill, until your number is deactivated!! Keep a record of the exact date and time of cancellation so that you can easily identify calls made before and after you've noticed your phone is missing.

     

    Once your number and cell is cancelled, SAT (Apelcom®) can duplicate your former SIM card so that you keep the same number (the old SIM and cell will be useless for the thief) for a cost of 15 €. And you will have to pay the rental phone for you can receive a new phone.

  • 13. Voice Mail (Buzon de voz)

    You can program your phone to receive voicemail. That way, a caller can leave a voice message for you when your cell is off, out of coverage or busy. Dial 0177 and wait for the “Menu Principal” (Main Menu) prompt to customize it; it is free to contact your voice mail while in Spain .

  • 14. How do I know if I am placing a call to a Hotline or to a regular number?

    Cell numbers in Spain always start with 6.

     

    Landline numbers in Spain always start with 91 , 92 , 93 , 94 , 95 , 96 , 97 and 98.

     

    Free numbers in Spain start with 900.

     

    Some companies use numbers starting with 902 or 901 : the cost is a little higher than regular numbers.

     

    Be especially aware of numbers starting with 906 , 803 , 806 and 807. These are numbers of erotic lines, technical assistance, quizzes, etc. The cost of a call to these numbers is not always the same and is very expensive in all cases. Most of these numbers are restricted in Apelcom phones. Wap and GPRS services are also restricted.

  • 15. Is there a maximum monthly call allowance?

    Yes, your cell has a TOP SECURITY limit of around 500 minutes and another of 20€ for SMS. When you find that you can not make outgoing calls or send text messages, call the Apelcom Customer Service and, if this is the case, we will increase the limits for you. And please, keep in mind that:

     

    These limits are NEVER exact. When the limits of around 500 minutes and 20€ for SMS are approximately reached, the operator may take 1 to 2 days to block your cell. So, some extra calls could be made over the limit.

     

    • * You may notice when you have reached your limits when either national or international calls are blocked. (If only the international calls are blocked, you may still be able to make national calls for a few hours, however please view this as a warning that you have reached your limits)
    • * Limits do not work when roaming is activated. (Roaming stands for abroad calls, so being abroad there is no limits to protect you)
    • * Calls to 900 or 800 numbering are not included in the limits
  • 16. How do I pay my bill?

    SAT will proceed to charge your CC/CD with Flat rate 24h + rental (if applicable) at the beginning of the month.

     

    * SAT will notify you of the total amount extra spent, over the 300 min or other destination calls, via SMS approximately 5 to 15 days after the end of each month. SAT will proceed to charge the corresponding extra usage amount 24 hours after.

     

    * All charges will appear as “SAT” (Suministro y Asistencia Tecnologica, SL) in your CC/DCard

     

    * Invoicing period goes from the 1st to the 30th or 31st of the month.

     

    * When the bill is finalized by the operator and the invoice announced by SMS each month, you can check it at: www.apelcomcell.net click on “your account” icon. Once on this page, enter your contract number (found at the upper right-hand corner on front page of the contract) and the password (by default your initial password is “verde”. You should change this password on your first entry for your own data protection).

     

    * The bill is finalized once the operator CDR is received a few days after the month is over. In most cases, we can not anticipate your total bill or the details of your calls until we have received the CDR. Once the invoice is prepared, these can be accessed through your web account.

     

    If you do not agree with some charges shown on the monthly invoice, you must contact SAT in order to present a complaint to the Spanish cell operator. Call Customer service and be sure to write to us at moviles@satecno.es with the details of your complaint or disagreement

  • 17. When should I turn in my cell?

    The last week of the program you will receive an e-mail/SMS from SAT (Apelcom®) to tell you when and where to turn in your cell. It is usually 1-7 days before the program end date. At that time, you will sign a cancellation contract.

     

    You must return the phone, box, charger and booklets in good condition. You must delete all messages and phone numbers saved on your phone, as well as turn off all alarms. Phones must have the same PINs as when received.

     

    You are not obliged to maintain your contract with SAT (Apelcom®) until de end of the program, or to return the phone as soon as your program ends. There no extra charges for returning your phone earlier or later than the end of your program, SAT (Apelcom®) only applies the conditions that you have signed, that are described above, along the time that is involved in between the day of opening the contract and the day of the cancellation.

     

    Cancel contract for Cell:

     

    To cancel your contract download this cancelation form, fill it and send it to us by Fax (to 91 789 78 24 or 91 110 11 32) or scan it and send it back by email (to moviles@satecno.es)

     

    Cancel contract for Modem USB or PCMCIA 3G:

     

    To cancel your contract download this cancelation form, fill it and send it to us by Fax (to 91 789 78 24 or 91 110 11 32) or scan it and send it back by email (to moviles@satecno.es)

     

    If you are going to send the cancellation form by fax we need you mail us the cell phone and the SIM card to the address that you can see below, in order to refund you the original deposit:

     

    SAT- Suministro y Asistencia Tecnologica, SL

    Att.: Belén Fdez Plaza

    Vivero de Empresa "INNOVA"

    Plaza Constitución, 23 - 1ª Planta - Despacho 3

     

    37300 Peñaranda de Bracamonte - Salamanca

  • 18. Can I Change the credit card that is on my account?

    If your credit card has been stolen, lost, or want to change the card on your account, you just need to download and fill out the Credit Card Authorization form so SAT (Apelcom®) can make the appropriate charges for bills, deposits, etc… to the telephone number you have contracted.

     

    To autorize a new credit card, download the form here, fill it out, and send it to us by Fax (to 91 789 78 24) or scan it and send it back by email (to moviles@satecno.es).

  • 19. Is there a minimum monthly call allowance?

    No, you will be charged the 24H Flat Rates 19.90€ monthly for 300 minutes of calls included in the monthly price and no connection fee: calls made to USA and UE (lands line) and calls made to Apelcom Net

     

    You will also be charged the set rental fee of 5,00 € per month (not applicable if renting a SIM card only).

    TAXES NOT INCLUDED

Apelcomcell
Avda. de Ardal, 1 Urb. Fuente del Fresno
28708  San Sebastian de los Reyes - Madrid
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