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| Frequently asked questions |
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For more information about our services please see FAQ's below:
What do I need to enjoy Cable Prepaid services?
A: All you need is a Cable Prepaid Starter pack, which contains your SIM Card and a Mobile phone.
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Where can I buy a Cable Prepaid/top-up voucher?
A: Cable Prepaid top-up vouchers are available at all our Customer Service Centres and authorised card dealers.
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Can I enjoy Cable Prepaid service with any GSM mobile phone?
A: Yes, you can.
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How does Cable Prepaid work?
A: To make or receive calls, simply slot your Cable Prepaid SIM Card into your mobile phone as instructed in your mobile phone operational manual. You'll need to top up the value of your account with your top up card provided in your starter pack.
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How do I check the balance in my account?
A: You can check your Cable Prepaid account balance by calling 109 (free of charge). You will hear a voice informing you of the balance.
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When will I know that the value in my Cable Prepaid is low?
A: If you have a credit value of SR20 or less in your account, each time you make a call you will hear a voice advising you to recharge your account. In addition, if you are busy on a call and have 3 minutes of talk time left, you will hear a single tone alerting you that your credit is about to finish. Thereafter, you'll hear two more tones when you have 2 minutes of talk time left and three tones at 1 minute.
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Can I top up my prepaid account as and when I wish?
A: Yes, you can top up your prepaid account anytime you like. You can purchase a top-up voucher from any selected authorised dealers or any of our Customer Service Centres.
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Do I need to remove my prepaid SIM card and insert the top-up card into my mobile phone to top up?
A: No, you need not remove your prepaid SIM card from your mobile phone.
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How do I top up my Cable Prepaid account?
A: To top up your prepaid account, simply purchase a top up card from any authorised dealers. Our top up cards are available in SR50, SR100 and SR200 denominations. The top up procedure is as follows:
- dial 110 (free of charge) from your mobile phone with the Cable Prepaid SIM card inserted in it.
- listen to the voice carefully.
- when prompted, scratch off the foil on the reverse side of your top up card to reveal a 12-digit PIN. Enter your PIN.
You can call in to top up even when your prepaid account value is zero. Your mobile phone number will remain unchanged after top up so you can be contacted at the same number at all times. The remaining value in your prepaid account cannot be transferred to another Cable Prepaid.
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Will I have a mobile phone number?
A: Each Cable Prepaid comes with a unique and personal mobile phone number. Once you have registered, this mobile phone number will be yours. It will be maintained in the Cable Prepaid system as long as you have made at least one chargeable call in 60 days. Your Cable Prepaid mobile number remains unchanged after you have topped up the value. If 60 days pass and you fail to make a chargeable call, your service will be suspended for 7 days. During these 7 days, you will need to top up with any voucher denomination if you wish to reactivate your full service for another 60 days. If after 7 days you have not topped up, your service will be terminated, your mobile number will be withdrawn and your remaining balance will be lost.
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Can I make both local and overseas calls with Cable Prepaid? What are the overseas call charges?
A: Please click here for our packages and rates
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Can I make emergency calls to 999 when there is zero value left in my Cable Prepaid account?
A: Yes, you can still make calls to 999 even though there is zero value in your prepaid account.
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Is there any hotline available for Cable Prepaid user?
A: Yes, you can call our Customer Care hotline at 123 for assistance, 24 hours a day.
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Can I make calls with my Cable Prepaid when I'm overseas?
A: No, you'll not be able to use your Cable Prepaid when you are overseas as roaming is not supported.
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If I still have some value left in my prepaid account, can I transfer it to a new Cable Prepaid account?
A: No, you can't transfer the balance value in your prepaid account to a new prepaid account or to another user's prepaid account.
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Can I receive calls with my Cable Prepaid?
A: As your Cable Prepaid has its own mobile phone number, you can receive incoming calls from any telephone.
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Will my Cable Prepaid mobile number change after I have topped up?
A: No, your Cable Prepaid mobile number remains unchanged. You can be contacted at the same mobile phone number at all times.
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My Cable Prepaid SIM card is blocked. What must I do?
A: If you have made 3 consecutive, unsuccessful attempts to enter the correct password, your Cable Prepaid SIM Card will be blocked and can no longer be used.
You will have to bring your phone plus SIM certificate to customer service centre and your card will be unblocked. Should you not have proof of purchase of the SIM card, you will have to purchase a new Cable Prepaid.
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Is there an expiry date on my Cable Prepaid or Top Up card?
A: No.
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Are there any free services provided on Cable Prepaid?
A: All Cable Prepaid users will enjoy the following free services:
- retrieval of voicemail messages
- connection to SMS "Standard Package"
- CLIP (Calling Line Identity Presentation)
- incoming calls
- access to account balance when dialling 109
- automatic recharge reminders
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What is the top-up amount available for Cable Prepaid top-up Voucher?
A: You will have a choice of topping up your Prepaid account in 3 denominations: SR50, SR100, or SR200.
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Can I perform a Cable Prepaid top-up at any time of the day?
A: Yes, you can top-up your Cable Prepaid at any time of the day using top up cards.
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What is the maximum top-up amount available for Cable Prepaid top up?
A: To protect the interest of our customers, the maximum amount today on a Cable Prepaid account is SR500. If the current balance and top-up value exceeds the maximum limit, customers will be prompted to make further calls and credit their account at a later date.
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Can Cable Prepaid subscribers send Global SMS?
A: Yes, provided that you have set-up your message centre number on your phone.
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Am I able to receive Fax & Data service with my Cable Prepaid?
A: No. Fax & Data services are offered to subscription customers only.
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Can I retain my old Cable Prepaid mobile phone number when I buy a new Cable Prepaid SIM card?
A: You cannot retain your mobile phone number when you purchase a new Cable Prepaid, as each card has been pre-activated with a unique mobile phone number. Once a Cable Prepaid SIM card is blocked or damaged, the mobile phone number cannot be retained or transferred to another Cable Prepaid account.
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What are the password security features and what are they for?
A: This prevents unauthorised calls from being made and charged to your account. Your Cable Prepaid SIM Card has been pre-set with a Password code: 0000.
To change your password you should refer to the mobile phone manual. Choose a 4 digit PIN that's easy for you to remember and hard for others to guess. The password security feature must first be activated before the password can be changed.
When the password security feature is on, you will need to enter the correct password each time you switch on the phone. After 3 consecutive attempts with the incorrect password, your mobile service will be disabled. If this happens, please bring your mobile phone and Cable Prepaid SIM Card to any of our Customer Services Centres. Further attempts to decipher the password will invalidate your Cable Prepaid SIM Card permanently. You will need to purchase a new Cable Prepaid SIM Card and will not be able to retain your number.
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