FAQ – Mobile Services

Frequently Ask Question – Mobile Services

What is OneCall?

OneCall is reseller for Tunetalk and the latest futuristic fintech mobile Ewallet by MBP Solutions Sdn Bhd.

Who can subscribe to these plans?

  • New and existing OneCall customers
  • MNP customers
  • Postpaid to prepaid
  • **Not eligible Tunetalk MNP customers

My Phone Keeps Telling Me To "Insert SIM", "SIM Card Rejected Or Not Found", "SIM Failure" When My SIM In Already In The Phone. What's Wrong?

These error messages could mean a damaged SIM. However, let’s see if these work.

  1. Try looking for physical damages on the SIM card by removing it from the phone
  2. Try taking the SIM card out of your phone and reinsert it to see if it works
  3. Try the SIM on a different phone and see if you still get the same error messages
  4. If the messages still appear, it’s time to replace your SIM. Simply visit any of our friendly dealers and get a replacement for only RM10. And don’t’ worry, your mobile number will remain the same.

I'm Pretty Sure My SIM Is Damaged. How Do I Get A Replacement?

Simply visit any of our friendly dealers and get a replacement for only RM10. And don’t’ worry, your mobile number will remain the same.

My SIM Is Stolen/Lost. Can I Get My Old Number Back?

Yes, you can! You’ll need to get a replacement SIM from any of our dealers.

I Keyed In The PIN To My SIM Wrongly 3 Times. My Phone Is Now Locked And It Says "PUK1". How Do I Unlock My SIM Card?

You’ll need a Pin Unblocking Key (PUK) which is an 8-digit key that can un-block your SIM card. Here are two ways to retrieve your PUK:

SIM Pack: Your PUK is printed on a card that comes with your OneCALL SIM pack.
E-mail: Send an email to our Customer Care team at [email protected]

What Is OneCALL's Coverage In Malaysia Like?

Our coverage covers the whole of Malaysia, including Sabah & Sarawak.

Can I Make International Calls On My Phone?

Yes you can, and you will be taking advantage of our excellent IDD rates. Check out the list of countries where you can call.

Can I Make Calls From Outside Malaysia Using My OneCALL Prepaid Service?

Yes you can. Do take note that international roaming charges apply. Check out our roaming partners.

Is There An Activation Fee To Activate My OneCALL Account?

No, there is no activation fee. Simply register with us and subscribe our selected package via OneCALL apps.

Can I Call A Malaysian Toll Free Number Using OneCALL Prepaid?

Yes, you can. Local toll free charges apply.

How Do I Retrieve My Voicemail?

Just dial 13101 to retrieve to your Voicemail.

How do I change my current provider to OneCall?

You can walk in to your nearest authorized dealer in your location and submit the MNP requests from your current service provider.

What's Mobile Number Portability (MNP)?

MNP allows you to change network service providers without losing your number. That means you can keep your mobile number even if you switch services. For more information, check out this SKMM article.

How Do I Migrate to OneCALL?

You can easily migrate to OneCALL by finding our authorised ambassador.

Do I Have To Pay To Migrate To OneCALL?

There is no charge . However, your original service provider may, so it’s best to check before you make the request.

How Long Is The Process Take?

The process itself will take 3-5 working days depending on how fast your original service provider works.
MNP requests made/submitted on Sundays and public holidays will only be processed on the next working day.

Are There Any Chances Of Missing A Call Or A Text Message While The migration Process Is Happening?

We would recommend keeping both your (soon-to-be) old number and OneCALL SIM active so you won’t miss anything. Once the process is complete, your old SIM card will be deactivated and you can start using your old number with your new OneCALL service.

What About My Voicemail And Other Services?

Only your number is ported over when you use request to migrate over to OneCALL. However, you’ll also enjoy these services with OneCALL:

  • Voice calls and SMS
  • Call Waiting
  • Voicemail
  • International Direct Dial
  • SMS International Roaming

How Do I Activate IDD?

The IDD service is already pre-activated for all OneCALL SIMs. You can start enjoying our excellent IDD rates as soon as you activate your OneCALL SIM.

What Are OneCALL IDD Rates?

Kindly refer to OneCALL websites.

Do You Have Different Rates For Different Days Or Time Of The Day?

No, we do not. Our rates are the same at all times of the day.

How Am I Charged For My Calls?

Your outgoing calls are charged in 60 second blocks.

Example: If you make a call lasting less than 30 seconds, you will be charged for a full 60 seconds and if you make a call that lasts a minute and 47 seconds, you will be charged for two minutes.

What Data Bundles Does OneCALL Have?

OneCALL does not currently offer data bundle services. This feature may become available in the future.

What Text Messaging Plans Does OneCALL Have?

We have one simple and convenient SMS plan. View our rates here.

What Is The Benefit Of OneCALL’s Free Basic Internet?

Free Basic Internet (FBI) is a service that enables OneCALL users that have exhausted their existing data packages (bonus, mobile internet, paid or free) or no data packages to enjoy FREE always-on connectivity.

OneCALLers will be allocated 10Gb of FBI data quota at 64kbps that is refreshed at the 1st of every calendar month.

Does This Mean No More Pay-Per-Use Charges?

Yes! If you have FBI, you will no longer be charged pay-per-use rates if you don’t have any Data Plans.

If I Already Have Free Basic Internet (FBI), Can I Still Choose Pay-Per-Use?

No. Users who are enjoying FBI cannot opt for pay-per-use data usage.

What Happens If I Have Exhausted My 10Gb FBI Quota?

Once 10GB FBI is exhausted, you can no longer enjoy data and you will need to subscribe to another Mobile Internet plan to continue to enjoy data.

Will I Be Notified On My FBI Usage Limit?

You will also receive an SMS notification from us when your BI quota usage is at 90% and 100%.

Who Is Eligible For Free Basic Internet?

Free basic internet will be available for new subscribers after 15th January 2019 as well as selected existing subscribers by phases starting from the same mentioned date.
Eligible subscribers will be notified via SMS and you just have to follow the steps provided.

Who do I contact for support?

Email to :
[email protected]
(for complaints & issues)
Email to :
[email protected]
(for enquiries / request / feedbacks)

Operating Hours : 9AM – 6PM, 5 days a week