Information
FAQ
Subscriber service

1. What is Prepaid?

2. What is Postpaid?

3. Will the money be withdrawed from deposit if I sent MMS and received message that MMS was not sent ⁄ delivered?

4. I am Prepaid subscriber, how can I get detail of my calls?

5. Can I send USSD-request *125*subscriber's number# to the subscribers of other mobile operators?

6. Is it possible to reissue contract, if I am subscriber of Prepaid system?

7. I am Prepaid subscriber, can I make money transfer from my account to another Ucell subscriber account?

8. My telephone was stolen. What I need to do?

9. How much replacement of SIM-card costs?

10. How can I call to Call-center, while being abroad?

11. Where I can find address of Ucell points?

12. I am planning to go to another city. Can I address to Ucell point in other city for connecting roaming services?

13. By which documents, besides passport of RUz, services are provided in Ucell points?

14. I lost my telephone (surely with SIM-card). Can I save my old number?

15. If I am not owner of SIM-card by contract, but using it myself, can I replace SIM-card?

16. I incorrectly entered PIN-code three times, now SIM-card is blocked. What I need to do?

17. I have changed passport. Should I inform you about new passport data?

18. I have lost my contract copy. Can I recover it?

19. How can I reissue my number to other person? And is it required to come to office?

20. How can I get details of my calls?

21. I am using number, but I am not owner. Can I get call details?

22. How can I call emergency help?

23. How can I know balance of my personal account?

24. I cannot call to emergency care to number 03 from cell phone?

25. I have not used my telephone for a long time. How long number is saved, if it’s not used?

26. I lost my SIM-card. What I need to do?

27. My telephone is blocked for nonpayment. For how long my number is saved?

28. How to change telephone number?

29. Will the call to subscriber of another network (for example to France) be "counted", if at that moment called subscriber is not served (about which auto informer reports). Will this call be tariffed?

30. Will subscriber fee be charged from core balance, if there is not enough money to cover it? And will free minutes, prescribed by my tariff, be assigned in such situation? 

1. What is Prepaid?

Prepaid is the system of prepayment service. It is the mode of service payment that implies preliminary deposition of money to the personal account of subscriber number (balance) which is subsequently used for service payment (voice calls, SMS, MMS, Internet and other operator’s services). While using prepayment system of service (Prepaid), the withdrawal of money for service usage is made from subscriber number account in a real-time mode. After achieving of the lower limit on the subscriber number account ($0) the number is blocked till the next top-up of the balance for the required amount.  
In order to determine to which service system belongs your subscriber number dial free request *450#.

2. What is Postpaid?

Postpaid is the system of postpayment service. It is the mode of service payment implying that operator, at first, provides the service to the subscriber in the framework of concluded agreement, and only then charges this subscriber. The process of charging and presentation of invoices is made on a regular basis and usually covers the indicated in the agreement calendar period of time (month). Subscriber must pay the amount of invoice during indicated in the agreement period of time. In case of untimely payment, subscriber may be imposed with the sanctions indicated in the agreement (blocking of number, agreement dissolution).    
In order to determine to which service system belongs your subscriber number dial free request *450#.

3. Will the money be withdrawed from deposit if I sent MMS and received message that MMS was not sent ⁄ delivered?

Yes. The payment is withdrawn for each outgoing MMS.

4. I am Prepaid subscriber, how can I get detail of my calls?

In order to get detail of calls You must direct to your regional central office of Ucell. Detail is provided only to client with whom contract is made, at presenting passport and contract.

5. Can I send USSD-request *125*subscriber's number# to the subscribers of other mobile operators?

Yes, USSD-request *125*subscriber's number# can be sent to the subscribers of other mobile operators of Uzbekistan.

6. Is it possible to reissue contract, if I am subscriber of Prepaid system?

Yes, the service of reissuing contract for Prepaid subscribers is available.

7. I am Prepaid subscriber, can I make money transfer from my account to another Ucell subscriber account?

Yes. All Ucell subscribers can use "Mobile support" service.

Note: "Mobile support" service gives an opportunity to make money transfer from your account to other Ucell subscribers and an opportunity to make request with please to transfer money.

8. My telephone was stolen. What I need to do?

For Prepaid subscribers.

In case of loss of SIM-card it is necessary to come into own office of the Company with passport for the number blocking to avoid unauthorized use.

For Postpaid subscribers.

In case of loss of SIM-card it is necessary to conact Ucell call-center or come to the own office of the Company for the number blocking to avoid unauthorized use.

Blocking of SIM-card for Prepaid subscribers through a call-center is not performed.

Блокирование SIM-карты абонентам предоплатной системы обслуживания посредством звонка в Call-центра не осуществляется.

9. How much replacement of SIM-card costs?

Recovering of lost SIM-card can be made in Sales and Service centers of Ucell. The cost of "SIM-card recovering" service is $ 0.5 for Prepaid subscribers and $ 2 for Postpaid subscribers. Prices are VAT inclusive. 

10. How can I call to Call-center, while being abroad?

In order to call to Call-center of Ucell from international roaming, type:

+ [998 – country code] [93 – operator code] [180 00 00]

Pay attention that for making international outgoing calls, "International automatic roaming" service must be connected. Call to Call-center of Ucell while being abroad is tariffed in accordance with tariffs of roaming-operator.

11. Where I can find address of Ucell points?

Addresses of Ucell points are provided in "How to find us" section.

12. I am planning to go to another city. Can I address to Ucell point in other city for connecting roaming services?

Yes. You can connect "International automatic roaming" service at addressing to Ucell point of other city.

13. By which documents, besides passport of RUz, services are provided in Ucell points?

In Ucell points it is possible to provide services by foreign passport or driving license. Pay attention that some services (for example, owner change) at present of stated above documents are provided. Full list of services provided by foreign passport or driving license can be specified in Call-center.

14. I lost my telephone (surely with SIM-card). Can I save my old number?

For recovering your number you need to come to Service center of Ucell and use SIM-card replacement service. But number will be the same. You must have ID with yourself. The service is paid. In order to temporarily block the number, You can address to twenty-four-hour inquiry service of Ucell by phone (+99893) 180 0000, 181 0000.

15. If I am not owner of SIM-card by contract, but using it myself, can I replace SIM-card?

You cannot recover SIM-card because you are not the owner of following card. The service is provided to person who made contract at presence of ID.

16. I incorrectly entered PIN-code three times, now SIM-card is blocked. What I need to do? Envelope with SIM-card codes is lost.Can I recover this information?

Yes. In order to recover PIN-code, you need to address to Service center, having identification documents with yourself (for example, passport (for Postpaid and Prepaid subscribers) or driving license (only for Postpaid subscribers). Information is given only to owner of telephone.

17. I have changed passport. Should I inform you about new passport data?

Yes. At changing any data you need to notify company.

18. I have lost my contract copy. Can I recover it?

For recovering contract you need to address to Service center and have passport with you.

19. How can I reissue my number to other person? And is it required to come to office?

In order to reissue right to use telephone number by another person, that is to reissue number to another subscriber, visit of owner and recipient is required in Ucell point – on availability of identification documents (citizen’s passort of RUz) and lack of debts at all personal accounts, drew at passing side. Service is paid.

20. How can I get details of my calls?

You can get details of account for your interested period by one of the following ways:

  • You required to come to Service-Center of Company. And having identification documents with you (passport). To get printout of your calls or connect "Delivery of call details by email" (following service is provided only for Postpaid subscribers);
  • By Personnal cabinet.

21. I am using number, but I am not owner. Can I get call details?

No. Service is provided to person, who made contract, at presence of identification documents.

22. How can I call emergency help?

You need to type from cell phone 112. In the coverage area of network you will be connected with operator of Tashkent city Rescue Service. Call is free and available at blocked SIM-card and at absence of SIM-card in telephone.

23. How can I know balance of my personal account?

You can check balance of your personal account by any of this ways:

  • Type *100# from your mobile phone (for Prepaid subscribers) or *110# command (for Postpaid subscribers);
  • Address to Call-center of Ucell by number 8123.

24. I cannot call to emergency care to number 03 from cell phone?

Majority models of cell phones don’t perceive dialing in two-digit numbers 01,02,03,04, that’s why dialing numbers of emergency services are offered to make in this way:

  • 101– Fire service
  • 102 – Police
  • 103 – Emergency care
  • 104 – Gas service
  • 1050 – Rescue service

Calls to numbers of emergency services are free and available even at negative balance.

25. I have not used my telephone for a long time. How long number is saved, if it’s not used?

Number will be saved during 90 days from the last change of sum in account or from the moment of completion of means in account.

26. I lost my SIM-card. What I need to do?

Postpaid.

In case of SIM-card or cell phone loss you need to call to Call-center of Ucell and block your number to avoid illegal use. Also for operating number blocking owner of contract with identification document can address to closest Ucell point.

27. My telephone is blocked for nonpayment. For how long my number is saved?

Number will be saved for 90 days from the moment of service suspense. At 91 day after service suspense company annuls contract.

28. How to change telephone number?

Change of existing number is provided only in Service center of Ucell. If telephone number is drawn to individual person, You need to have passport or driving license with you. In order to change number drew to juridical person, it is required to send letter ⁄ fax approved by organizational stamp. In the letter numbers which are subject to change must be shown.

29. Will the call to subscriber of another network (for example to France be "counted", if at that moment called subscriber is not served (about which auto informer reports). Will this call be tariffed?

Call is tariffed in that case, if auto informer of called network gives so-called B-answer signal (service signal, confirming successful connection). In addition, this signal can be generated by pass-through networks, by which calls are routed.

30. Will subscriber fee be charged from core balance, if there is not enough money to cover it? And will free minutes, prescribed by my tariff, be assigned in such situation? 

If there is not enough money to cover the subscriber fee at the moment of charging of subscriber fee, it will be charged fully and balance will be set to negative only once. Minutes prescribed by tariff will be assigned fully and will become available after moving to active status.

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