Technical Questions

Q: You offer 5G SIMs but will these work in a 4G device?

A: Yes, they will work in a 4G or 4G+ device

Q: Will your SIM fit in my device?
A: Our SIMs are so called 3-in-1 SIMs with all common formats, so you can use the SIM in any device.

Q: How does your solution work?
A: In essence, our solution doesn’t work any differently than your mobile phone.
We also use a SIM that makes contact with a mobile data network and sets up an internet connection. In addition to the SIM, you also need a device in which the SIM is placed. This is typically a hotspot or a router.

The SIMs we use are so-called data only SIMs. This means that our SIMs are only suitable for sending and receiving data. You won’t get a phone number and you cannot use the SIM to make phone-calls or send SMS messages.
However, if you use the SIM in a hotspot or router, you can send WhatsApp messages and make WhatsApp calls via this hotspot or router.

Q: I can’t get my SIM to work, what’s wrong?

A: There could be a number of reasons why you do not seem to get a connection to the internet. Couple of things you need to check:

• Is ‘roaming’ in your hardware in which the SIM is used enabled? If not, please switch ‘roaming’ on. You might get a notification that roaming may result in high costs, but you can disregard that message. It’s a message from your hardware, not from us;
• Please check the apn that is in use. This should be web.vodafone.de and please make sure you leave username and password empty. In case you see more apn’s in your hardware, please delete these as to ensure web.vodafone.de is the only apn you can select
• If the above settings have been checked and you still have no connection to the internet, please perform a so called ‘factory reset’ on your hardware. By doing this you effectively clean the history in your hardware and give it a fresh start. You can do such a factory reset either via the menu of the hardware or via a reset button. In case you use the reset button, please make sure the hardware is switched on, our SIM is installed in the hardware and you keep pressing the reset button for at least 20-30 seconds. Once you have performed such a factory reset, check to see if ‘roaming’ is still enabled and if the correct apn has been selected.

Should all of the above not result in any improvement, please remove our SIM from the hardware and test the SIM in your smartphone. If the SIM works fine in your smartphone, it seems that the malfunctioning of our SIM in your hardware might be down to your hardware or to other settings in your hardware. Please contact the supplier or the manufacturer of your hardware for further support.

Q: It seems I do not have any network coverage. How can you help me?
A: The short answer is, we cannot help you. Mobile devices using a SIM are fully reliant on the availability of a mobile (data) network. It could be that you are in a spot or location where there is no coverage or where the reception is very poor. As much as we would like to help, there is nothing we can do. You can try a few things though:

• Try and select another provider (which is not always possible, but you can try);
• Perform a factory reset on your hardware (see Question I can’t get my SIM to work, what’s wrong? for instructions)

This might help but both ‘tricks’ are no guarantee that you will get connected or that your reception improves.

Q: Where can I use your SIM?

A: You can find a list of all countries where you can use our SIM on our homepage. In any other country the SIM will simply not work, and we do not have the option to make it work for you. 

Q: Do I have coverage everywhere in the countries listed?
A: Nowadays, mobile data networks offer good coverage. But even good coverage does not mean 100% coverage and there are places where coverage is not so good or there is no coverage at all. As much as we would like to help, there is nothing we can do to improve that coverage.
You can try a few things though:

• Try and select another provider (which is not always possible, but you can try);
• Perform a factory reset on your hardware (see Question I can’t get my SIM to work, what’s wrong? for instructions)

This might help but both ‘tricks’ are no guarantee that you will get connected or that your reception improves.

Q: Do the SIMs have a dynamic or a fixed IP-address?

A: The SIMs have a dynamic IP-address. We cannot provide a fixed IP-address, but you may want to try a fixed IP-address via DYNDNS.

Q: Do I really have unlimited data?
A: We do not sell you a data bundle; with us you basically have unlimited data at your disposal. What we do ask of you is to use the SIM sensibly. We call this the don’t push it policy. In short, have fun with the SIM, but don’t push it. If the data volume consumed via the SIM is so high that it causes problems (for example in the mobile data network), we will discuss this with you. If you are unable or unwilling to reduce consumption, this may result in us having to disable the SIM card. This is of course a step that we do not want to take and we therefore trust that we will find a solution with you that is workable for all parties involved.
NOTE: Our SIM cards are not suitable or intended for uploading or downloading large data volumes, such as the downloading of games and high-quality video streaming.

Q: How does the SIM work?
A: The SIM you receive is already active and you do not need a PIN code to use it. Insert the SIM into a suitable device (hotspot, router, dongle, etc) and turn on this device. The SIM will now establish a connection with a mobile data network. Once this connection has been established (usually within a minute) you can access the internet. In case you have problems getting the SIM to work, please refer to the Question: I can’t get my SIM to work, what’s wrong?

Q: What speeds can I expect?
A: Speeds of mobile data are influenced by many factors, and we cannot give you any guarantees. What we can tell you, however, is that our 5G SIMs always offer the highest available speeds. Keep in mind that speeds can vary even if you were to use the SIM in the same location for a while. For example, if it gets busier on the antenna to which your SIM is connected, this will have a negative effect on the speed you experience.

In addition, the device that contains the SIM also has an influence. If you use an old 3G dongle, you will really get slower speeds than if you use a newer 4G, 4G+ or 5G router.

Questions related to Online Orders

Q: I ordered a SIM but when will I receive the SIM?
A: When ordering the SIM you indicated from which date you would like to use the SIM. We typically ship the SIM  3-5 working days prior to this start date. Should you wish to receive the SIM earlier, please contact us. 

Q: How can I pay my online order?
A: We currently offer iDeal, Bancontact and Credit Card as payment options.

Q: I like the SIM a lot and would like to extend the period during which I can use my SIM. How can I do that?
A: Please send us an email (contact@onlineineurope.com) stating your name and original order number and how much longer you would like to use the SIM. We will email you an invoice for this renewal and once paid you can continue to use the SIM.

Q: When and how do I return my SIM?
A: You don’t have to. Once the usage period has ended, we will deactivate the SIM and it can no longer be used. You do not have to return the SIM.

Q: I received my SIM and noticed it is already active although my usage period has not yet started. How does this affect my usage period?
A: it does not. We like to make sure the SIM we ship to our customers is active and works. Therefore, you might have received a SIM that is already active. Feel free to test the SIM before your usage period starts but please only start using the SIM on the first day of your usage period.

Other Questions