Frequently Asked Questions FAQS
Is there a catch? Can I make follow on calls? Can I speed dial? How does it work and are there any underlying charges or unpleasant surprises? All your questions answered here in the FAQ's section.
All you need to understand is that you will pay your current mobile operator for calling the GlobalFone access number. Once you are through, your GlobalFone credit will take care of the International part of the call. In order to make the most of this service, you must make sure you have the most appropriate call plan contracted with your mobile operator so that you have the cheapest possible rate to access the GlobalFone number. GlobalFone gives you access to cheap international calls but you must make sure that getting through to the access number is costing you as little as possible. Make sure you see our "price comparison" section, to see how much you really can save!
Question :It sounds too good to be true, what's the catch?
Answer : No catch, Globalfone carries no connection charges, no monthly fees, no administration charges and there is no minimum monthly consumption, just low per second rates 24 hours a day, 7 days a week, 365 days a year.
Question :Do I have to dial a premium rate number in order to access the service?
Answer : No, it is a standard landline number in Madrid for which you will be charged as a national call by your provider
Question :How exactly does the system work?
Answer : When you dial the access number you connect to a virtual network which has a constant physical connection to London which in turn allows access to all worldwide destinations.
Question :How good is the call quality?
Answer : The same as that which you usually experience with your mobile operator.
Question :How long does it take to activate the service on my mobile?
Answer : Activation is immediate, as soon as you set up an account and add your first credit you will be able to start using it.
Question :Is there a way to incorporate the access number into my individual contacts so I can connect automatically using speed dial?
Answer : Of course, all mobiles have what is known as the pause button which basically allows you to insert a manual pause into a contact number. In order to save a contact number including the Globalfone number, you need to save the access number, followed by TWO pauses, then the destination number followed by #. The two pauses allow time for the balance statement and the dial tone.
Question :Can I make more than one call without disconnecting from the access number?
Answer : Yes, by dialing # # at the end of your first call and then dialing the next international number - this means you will not pay another connection fee to your mobile provider as you have not disconnected and reconnected. You can do this as many times as you like, just keep dialing # # after each call and then the new number. As far as your mobile operator is aware you are just making 1 call to the national landline and you will therefore be charged only 1 connection fee plus their per minute rate for the duration of the call.
Question :How do I add credit to my account?
Answer : The easiest way to top up is by logging into your account online. We will give you your login details on signing up to the service. Alternatively you can call our customer help desk with your credit or debit card number and phone number and top up over the phone.
Question :Do I lose my credit if I don't use it within a certain time period?
Answer : If your credit is not used for a period of one year after the last top up it will expire. Credit is non-refundable.
Question :Can I have one account with several different mobile numbers?
Answer : Yes, you can add as many numbers as required to the same account. All of the numbers within the same account will share the balance.
Question :How can I keep track of my spending?
Answer : As it is a pay as you go service you cannot spend more than you have available on your account. You will hear a balance at the beginning of every call and should your balance run low during a call you will hear 3 warnings - one at 90 seconds of talk time remaining, one at 60 seconds remaining, and a final one at 20 seconds remaining. The countdown is calculated at the rate applied for the call you are making at the time so if you are calling a UK mobile you would be able to press # # to make a follow on call to a UK landline and the low credit warning would be recalculated accordingly.
Question :I've heard of a new mobile operator offering very competitive cheap rate international calls, what makes Globalfone better?
Answer : There are new operators springing up almost daily at the moment. These operators are known as MVO's (virtual mobile operators) and basically work by subcontracting the services of other established operators. For this reason it is unlikely you will receive a comparable level of service or coverage. Globalfone allows you to remain with your current provider, thus benefiting from their stability, in house services and strong network coverage AND access great rates - win win!
Question :Do I need to inform my mobile operator?
Answer : Absolutely not - there is no need to contact your mobile operator unless you want to change your call plan to allow you cheaper rates to the Globalfone access number or make it one or your favorite numbers. As far as they are concerned you are calling a normal landline number in Madrid, could be keeping in contact with your Uncle Bob for all they know!
Question :Can I use the service when I am outside Spain?
Answer : Yes you can but we would not recommend this as you would pay roaming charges to your mobile operator in order to call the access number.
Question :Can I use the service to call national numbers within Spain?
Answer : Yes you can be we would not recommend this as you would be paying the cost of a national call to your mobile provider plus the cost of a national call to GlobalFone. This may be cost effective if you are calling a national mobile, depending on the tariff you have selected with your mobile provider.
Question :What online services are provided?
Answer : With your personal login details you are able to access your account online where you can check your balance, your usage to date (from 1st of the current month), time and date you last used the service. You can also add or remove mobile numbers from your account, change your personal details and password and of course make card top ups and review your top up history.
