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A SIM card is a detachable microchip that establishes a network connection and is placed inside a mobile phone.

All SIM cards are protected from unauthorized use by means of a 4-digit secret code. This number is known as a PIN (Personal Identification Number). Your PIN code is indicated on the back of your Excom MOBILE card, but we recommend you change it in your phone settings for security purposes. If you enter this code incorrectly 3 consecutive times, the SIM card will be automatically blocked. If your SIM card gets blocked, you’ll have to enter the PUK code.

There are 2 ways to do it:

1. By pressing **04*currentPIN*newPIN*newPIN#**
2. From the settings menu: Connections / SIM manager / More SIM settings / SIM card security / Change SIM card PIN

Your PUK code is indicated on the back of the card along with the PIN. You’ll need your PUK code to unblock your SIM card if you’ve entered your PIN incorrectly 3 consecutive times.

The fastest and easiest way to recover your PUK code is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call 918 739 000 and have the following information ready:

• Your Excom MOBILE phone number
• The data you used for registration (DNI/NIE/CIF/PASSPORT NUMBER)

We’ll immediately provide you with your PUK code

Activation is automatic when you contract a mobile line. However, it is important that your device has access to the 5G network and is updated to the latest available software version.

The estimated time is 3 to 5 business days. If it hasn't been activated after this period, visit your nearest Excom store or contact us via the app or by phone: 917 839 000.

APN is the abbreviation for “Access Point Name”. It allows you to access a specific data network from your mobile phone to connect to the Internet.

There may be minor differences in how each mobile phone is configured. We explain how to configure the APN here.

If your device has got an Android operating system:

1. Go to the main menu > Select Settings.
2. Depending on the telephone version, you may find one of these options. Choose as appropriate:
• More.
• More Networks.
• More Settings.
• Connections or Wireless Connections.
• Access Mobile Networks.
3. Depending on the telephone version, make sure the following options are enabled:
• Mobile data or Mobile Networks.
• Data connection.
4. Select APN or the Access point name.
5. New APN. If you don’t see the + symbol, press the menu button.
• Name: Internet
• APN: internet
• Username: (not necessary)
• Password: (not necessary)
6. Press the menu button again and choose Save.
7. Make sure the one just created is selected on the list of APNs.

If your device has got an IOS operating system:

1. Select Settings
2. Select Mobile Data
3. Select Mobile data network
• Complete the following fields under the Mobile Data section:
• APN: internet
• Username: (not necessary)
• Password: (not necessary)
4. If you’ve already got a previous APN configured, you just have to delete the completed fields and enter the data provided above.

Yes, you can as long as you ask us to activate Roaming when you travel outside Spain. The fastest and easiest way to active it is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call us at 917 839 000. If you wish to deactivate it after your trip, log back into your Private Area or call us. If you do not do so, it will be permanently activated.

Roaming service activates when you use your device outside Spain to make or receive calls and text messages to/from Spain, and when you browse the Internet. International calls are those made from Spain (or from outside Spain in roaming mode) to any non-Spanish mobile or land line number. An extra fee is added to your standard rate unless you’ve contracted an international minutes voucher.

Special rate numbers, such as 90X and similar numbers, are blocked. If you wish to make calls to these numbers, you must ask for this service to be activated by calling 918 739 000. Any such calls will be charged in addition to the monthly fee contracted.

You can request a duplicate. To do so, the contract holder must personally contact Excom Customer Service, visit one of our shops, call 918 739 000., and provide the data requested by our personnel. Check if there are any shipping costs.

Voicemail service is enabled by default with your Excom Mobile plan. You can enable/disable your voicemail box by calling 242 and choosing option 2 to enable it or option 3 to disable it.

Call 242 and follow the instructions to record a personal message.

• If you don’t record a personal message, people who call you will simply hear the telephone number they’ve called.
• People who call you will be more likely to leave a message if they recognize your voice in a personal greeting.
• You can record or change your greeting any time by choosing 4 from the main menu and then option 3 (personal greeting).
• You can also change the menu language and access code anytime. To do so, call 242 toll-free and press 3 (configure voicemail box).​ ​

Dial the free number 242 from your mobile phone anywhere in Spain.

If you’re not in Spain, dial +34 656 242 242 and follow the steps indicated. You’ll have to enter your mobile number and then your access code.

From any other phone, dial 656 242 242 and follow the same steps as if you’re calling from abroad.

• Pressing 1: go back to the beginning
• Pressing 2: saves the message and moves to the next one
• Pressing 3: deletes the message and moves to the next one
• Pressing 4: Identifies the number calling
• Pressing 5: nothing
• Pressing 6: nothing
• Pressing 7: rewind 10 sec.
• Pressing 8: pause/restart
• Pressing 9: forward 10 sec.
• Pressing *: main menu
• Pressing 0: help
• Pressing #: returns the call
• To get help at any time, press 0.

When you activate an Excom mobile line, we’ll assign certain security thresholds to restrict consumption if your lose your phone, for example.

• Voice limit > €50/month for a warning and €60/month for cut-off
• Data limit > €5/month for a warning and €10/month for cut-off
• Roaming limit > €30/month for a warning and €50/month for cut-off

You can modify these thresholds at any time with a request by calling 918 739 000

For your security, we’ll send you an SMS notification in the following cases:

• An SMS confirming the limit to be applied each time it’s modified
• A “warning” SMS before cut-off.
• A warning SMS once the cut-off is exceeded.

If the limits are surpassed, each threshold will be checked and an SMS will be sent. Services will also be blocked as follows:

• Voice limit: outbound calls are blocked
• Data limit: data are disabled
• Roaming limit: roaming is blocked.