Frequently Asked Questions
Who is Expat Mobile?
Expat Mobile is a brand of TrendCall Nederland B.V. In response to the high prices charged by Dutch providers for international calls and data, the UK company TrendCall Services Ltd. started selling Dutch mobile subscriptions for travellers and expats in 2005. In 2006 TrendCall became a fully independant Dutch Limited Liability company, owned and managed by Dutch ex-expats. Expat Mobile provides cheap national and international call rates, so you can always keep in touch with family and friends at the lowest possible cost. We offer our customers the highest call quality at the lowest rates. We are known for our direct customer contact. Our customers are often travelling and/or busy with their work. You certainly do not need to be treated like a number. That is why our helpdesk offers one-on-one contact: we pride ourselves in not having a voice response system (VRS).
Which internet speeds does Expat Mobile provide?
Expat Mobile customers use the KPN network. In the coverage checker KPN provides more information about the coverage of the KPN network in your area. Information about the data offers are available for download. Here you can download the gedragscode internet snelheden.
When do you limit the speed of my mobile Internet?
Expat Mobile offers standard download speeds of up to 50 Mbps and an upload speed of 25 Mbps for all data bundles. For subscriptions without data bundle is the speed up to 384 kbps.
In the Netherlands, the customer receives an SMS and speed of mobile Internet is restricted when the monthly bundle is exceeded by more than 250 MB. When the threshold of 750 MB is exceeded, the client receives another SMS and the usa of data is completely blocked.
While roaming within the EU, once 200 MB has been used in a month, the customer receives an SMS from 1330 with the text '80% of data limit reached, you want to continue?' At 250 MB, data roaming is blocked. An SMS is send with 'limit is reached, you want to continue? Please answer "YES" if you want to continue.'
While roaming outside the EU, once 20 MB has been used in a month, the customer receives an SMS from 1330 with the text '80% of data limit reached, you want to continue?' At 25 MB, data roaming is blocked. An SMS is send with 'limit is reached, you want to continue? Please answer "YES" if you want to continue.'
I'm happy with Expat Mobile, can I tell this to someone?
Yes, please do! We distinguish ourselves from the rest by spending little on marketing and much on our customers. Through our Tell A Friend program you can invite your friends, family and colleagues to take an Expat Mobile subscription. Once your friend(s) joins us, you both receive an credit.
For whom is Expat Mobile?
Our mobile phone subscriptions are specifically aimed for the international sector. We have specifically tailored our call plans to the needs of expats and offer savings where most providers would charge extra.
Why is Expat Mobile cheaper?
We work with a very small team and a small overheads. Also, we spend less on marketing. Therefore we lower costs in order not to have to overcharge the customer.
Switching service and number portability
Want to keep your current Dutch mobile number? That's also possible with Expat Mobile. Our staff will be happy to help you with maintaining your current phone, regardless of carrier or remaining term of your current subscription.
How much can I save by using Expat Mobile?
Dig up a few recent phone bills and contact us - we will make an objective comparison for you - free of charge.
What are the settings for mobile internet?
Once you have activated your SIM card you will automatically receive an SMS containing the data to configure your internet settings on your phone. You can also easily do it yourself by going to the mobile network setting in your phone and then use access point / APN: internet or portalmmm.nl
My SIM card is lost or stolen. How do I block my SIM card?
For blocking your SIM card please call our customer service department at+31 20 205 0597.
How do I log in to My Expat Mobile?
After you have received your first bill you can access to My Expat Mobile. You can log in to My Expat Mobile with your username and password. You will find the instructions in the monthly e-mail with your invoice.
I have not yet received my SIM card.
You will receive the SIM card within a week of your request. If you have requested number portability, it may take longer...depending on the contract, it can take just a few days or several weeks or months before your number can be ported. In that case we may also need some additional data. For a business account involves the customer number and provider name. In the case of a private account to the SIM card number and provider name.
My SIM card is not working
- Do you have number portability requested and you do not want a temporary number Then Expat Mobile SIM card can only be activated once your current number has been ported. We will send you an e-mail with the transition date. On this day your number will be moved from your old sim to our sim automatically, which may involve some downtime.
- If your phone has a SIM-lock you need to contact your previous provider to release the phone.
How do I calculate my data usage?
Data usage often is underestimated. A WhatsApp message, ping or plain text e-mail is usually just 0.01 MB, but a image or photo easily will consume 0.5 MB. If you listening to music or watch a videos you will consume lots more - even a few minutes can already usa several MBs.
How can I listen to my voice mail from abroad?
In the Netherlands, you can listen to your voicemail by dialing the following number: 1233 Outside the Netherlands you can call your own number and wait until after the voicemail greeting. Then enter an *. Then you will be be asked for the four digit PIN code. Receiving voicemail inside the Netherlands as well as abroad in the EU is free.
Where can I go with my other questions?
The Expat Mobile customer service people will doe their best to solve your questions and problems quickly and accurately. You can call us + 31 20 205 0597 during office hours. The mailing address of Expat Mobile is: Expat Mobile, Joan Muyskenweg 134, 114 AN Amsterdam. You can also email us on: firstname.lastname@example.org
Why do you use a FUP?
A Fair Use Policy (FUP) applies to the voice traffic of certain subscriptions. The Fair Use Policy is part of our terms and conditions and means that voice, SMS and data usage may be up to 10 times the average usage of all our users. The Fair Use Policy is to ensure that all our customers can use our subscriptions in a normal way - it is a principle used by all Dutch providers, although they may not be as open about it as we are.
We reserve the right to measure traffic to determine whether the customer adheres to this "fair use" policy. If the customer exceeds the average usage of all users over 10 times, we are entitled to charge the "outside of bundle" fee for use above these standards. It is also possible for us to make traffic (temporarily) impossible if the customer is in violation of this "fair use" policy.