FAQ

The difference between prepaid and postpaid lies in the payment method. With prepaid, you have to load a credit balance in advance. You are billed from this. For postpaid, you pay the invoice in arrears. In the case of postpaid contracts, you also get an invoice at the end of the month and the amount is debited from your account. Postpaid contracts need a good credit rating. A credit check is therefore carried out immediately before concluding a contract.

A maximum of 2 mobile phone subscriptions with smartphones.

Yes, of course! Mobile internet is included in Switzerland, EU member states, Serbia, Bosnia-Herzegovina, North Macedonia and Montenegro with all our postpaid contracts.

In all MTEL shops, via our webshop at mtel.ch, at mobilezone, as well as by phone through our contact center on tel. +41784747470

Yes, but only to the MTEL zone networks  („mts“ in Serbia, „m:tel“ in Bosnia and Hercegovina, MTEL in North Macedonia and m:tel in Montenegro)

You can find the list of our roaming partners here.

Yes, of course! Depending on the plan, you can also use the included data in the EU as well as in Serbia, Bosnia and Herzegovina, North Macedonia and Montenegro.

You can always find the best promotions for mobile telephony at Deals.

In all MTEL shops, via our online shop at mtel.ch, as well as over the phone through our call centre on tel. +41 784 747 474.

You can find all channels on offer here.

Yes. MTEL reserves the right to “black out” content that we do not have any rights to broadcast on Swiss territory.

It isn’t possible to stream MTEL TV over a laptop. Streaming is possible on smart TVs (LG and Samsung), mobile phones and tablets.

Yes, we only need your first and last names, date of birth, address and phone number so that we can set up a promotional account. 

Yes. MTEL TV is streamed over the internet.

The recommended internet speed is between 15 and 20 MB/s and a stable internet connection is very important.

Via the MTEL TV app, a smart TV, an Amazon Firestick, Chromecast or a tablet.

You can pay your bills using a paying-in slip, by online banking or in store.

Additional fees may be incurred on the next invoice. Additionally, services may be suspended without further notice in case of non-payment after a warning has been issued. The reactivation of services is only possible by entering into a payment arrangement directly in your customer portal. You can find the terms of the payment arrangement here.

MTEL shows a full instalment on your MTEL mobile phone bill each month. The first payment is due at the end of the first month of the term of payment by instalments

You can request the delivery of a copy of the invoice by mail.

Our bills are always generated on the first day of the month. A credit or discount therefore appears on the bill for the following month.

In order for you to be able to use your mobile data on a new device, you first have to set the APN. You can find further instructions on our website.

Yes, of course. Please contact customer services. 

First check in your settings whether you’ve activated “data roaming”. If your internet hasn’t worked at home before either, that may be due to the APN settings – you can find instructions on how to adjust your settings on our website. If you need further assistance, please don’t hesitate to contact us – we’re here to help!

You can contact us in the following ways:

- Our service hotline on +41 78 474 74 74

- Email: [email protected]

The difference between prepaid and postpaid lies in the payment method. With prepaid, you have to load a credit balance in advance. You are billed from this. For postpaid, you pay the invoice in arrears. In the case of postpaid contracts, you also get an invoice at the end of the month and the amount is debited from your account. Postpaid contracts need a good credit rating. A credit check is therefore carried out immediately before concluding a contract.

You can use the GB in Switzerland, Serbia, Bosnia and Herzegovina, Montenegro and in EU member states.

In all MTEL shops, via our online shop at mtel.ch, as well as over the phone through our call centre on tel. +41 784 747 474.

Yes, but only to the networks “mts” in Serbia and “m:tel” in Bosnia and Herzegovina.

You can find the list of our roaming partners here.

Yes, of course! Depending on the plan, you can also use the included data in the EU as well as in Serbia, Bosnia and Herzegovina and Montenegro.

Yes, to take your phone number with you, you simply need to send an SMS from your current phone number to the number 499, SMS text: YES. To port your postpaid/subscription phone number, we require a signed authorization form, which you can request from us.

You can buy additional packages at any time. You'll find these here.

You can either top up your credit online through our website or visit an m:tel shop in Bosnia-Herzegovina.

When you’re outside Switzerland and make a phone call, write a text message or surf the internet from a foreign mobile network, you’re using “roaming”. To be able to use your mobile phone abroad, you first have to activate “data roaming” in your mobile phone settings. Please note and make sure you know which regions you have included free units for or which countries and services you may be charged additional roaming costs for in plenty of time before you set off.

With MTEL Switzerland, your plan includes roaming in the network of the Telekom Serbia Group and with most post-paid subscriptions, including in the EU. So you won’t have to worry about a thing for most travel destinations. In addition, we also offer you subscriptions with free units for the EU, North Macedonia and Albania. You can find detailed information on our roaming page. 

Your plan includes roaming (minutes/texts/internet) in the MTEL Zone: MTEL Austria, mts Telekom Srbija, m:tel Banja Luka, m:tel Montenegro and MTEL North Macedonia. In addition, we also offer you subscriptions with included units for the EU, Turkey and Albania. The respective countries are divided into zones. You can find more information in the detailed service description, which is attached to each plan as a PDF.

You can find a detailed list of all our roaming partners here.

If you are an MTEL customer and your plan includes free units at your destination, then you will not be charged any additional costs. Extra costs may be charged if you do not have any free units at your destination or if you make a call from a different mobile communications provider. You can find detailed information about your free units on our roaming page.