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Frequently Asked Questions

My plan

> My plan includes three unlimited numbers. Can I change one of my most frequently-used telephone numbers?
Yes. The first change is free, but any subsequent one is charged on your invoice. Any request shall be effective on the first day of the following month.
Contact us to change your favorite telephone number.
> I want my mobile telephone number to appear in Monaco's paper and Web phone books. Is it possible?
Yes, as long as you are a Monaco resident. You need to subscribe to the free "Inscription Annuaire" option.
Contact us to subscribe.
> Can I choose my mobile telephone number?
Presently, this is not possible.
> How can I change my smartphone for a newer model?
Stop by the Monaco Telecom store or one of our resellers. For more information, visit our Monaco Telecom store.
> Will I be charged for an international call if I call France from Monaco?
No. Our national plans include calls to continental France. Monaco Telecom ensures service continuity between Monaco and France.
> What is roaming?
Roaming is a service offered by telecommunication providers to mobile users so they can make and receive calls when abroad.
Providers from different countries make roaming agreements so their users' telephone can connect seamlessly to a foreign network (GSM, GPRS EDGE, 3G, 4G) if needed.
> How long does my prepaid line remain valid before it needs to be recharged?
Your telephone number remains valid six months beyond the credit validity period. During this time, you can receive calls and view your messages. Beyond the 6-month period, if you did not recharge it, your telephone line will be automatically cancelled.

Usage

> I want to change my SIM card. What should I do?
Contact us to request a new SIM card.
> My usage tracking (758) is not up to date at the beginning of the month. Is this normal?
For technical reasons, the 758 tracking option cannot be updated during the first six working days of the month.
> Can I limit my calls?
Yes. Our call restriction options should meet your needs. To learn more, visit our store.
> Can I receive calls or SMSs if my prepaid card credit is empty?
Yes. You can receive calls and SMSs, and read your voice mail in Monaco or continental France within six months from the end of your credit.
To call or send SMSs/MMSs again, you just need to recharge your account.

4G

> How can I take advantage of the 4G in Monaco?
You first need a 4G compatible smartphone (our stores offer a large choice).
Also, 4G is included in most of our plans. Just request the service by visiting our store or calling our sales staff.
> What is the speed of the 4G connection?
Theoritically, the maximum output is 100Mo/s. However this is not the case for every customer; it depends on the number of simultaneous users and on the quality of the signal reception.
> I can no longer connect to the 4G network.
Make sure there is no other current data session. Then, reconnect manually to the 4G network via your smartphone setting menus. If this does not work, put the telephone on Airplane mode for a few seconds. If the problem continues, contact Customer Service.

Administration

> I am moving within Monaco. What should I do?
Please send us your new address and new bank data, if needed.
> I am leaving Monaco. What should I do?
Please send us your new address.
> I want to subscribe. What should I do?
Stop by the Monaco Telecom store or contact one of our resellers (with an ID).
> I want to cancel my subscription. What should I do?
Please send us your cancellation request by registered mail with acknowledgement.
Cancellation shall be effective if a one-month notice was given.
> I did not receive my invoice. What should I do?
Please contact us so we can check your address and send you a copy.
You can also check and edit your invoices by connecting to your MyMT account or to your monaco-telecom.mc account.
If you do not have an account, click here.
> Can I change the date on which my payment is debited?
No, the date your payment is debited cannot be changed.
Direct debits are automatically done on the 15th of each month.
> How much time do I have to pay my invoice?
You have 10 days from the date of the invoice.
> My line has been suspended for failing to pay an invoice. What should I do?
Please send us your payment as soon as possible so your access can be restored.


Customer Service
By e-mail
Click-here


By telephone
+377 99 66 33 00

 

By mail
Monaco Telecom
Service Client
BP 377
98002 Monaco Cedex

 

Store
9 Rue du Gabian
98000 Monaco


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