Frequently Asked Questions about Amp Cellular's products, services, & support
Who is Amp Cellular?
Amp Cellular is the leading provider of cell phone rentals for Israel. Regardless of how long you're staying in Israel, Amp Celluar has a plan that's right for you. We're also the market innovator in different cellular products and services for your stay in Israel, such as our virtual US number and USB internet modem services.
Amp Cellular's phone lines are carried through the Orange and Pelephone networks, Israel's fastest and most reliable cellular networks. Since 2000, we have been providing you great service and country-wide coverage combined with our English-speaking customer service, great rates, and flexible options.
What services are offered by Amp Cellular?
Our dynamic telecom product and service offerings are ever expanding with the needs of our clients. Our most popular services are:
- Phone rentals rent a phone to use for your stay in Israel. We have daily, monthly, and yearly rentals. We even have extended plans for olim. Our specialty has always been, and remains, fantastic rates and service for students.
- SIM rentals if you already own a compatible phone, you can simply rent a SIM card from Amp Cellular for your short or long use. For a phone to be compatible with our service, it must be a GSM phone, unlocked, and working on 1800 megahertz bandwidth.
- Amp for Life if you travel to Israel more than once a year, our Amp for Life program is the best way to have a permanent number in Israel. Convenient and cost-effective for business travelers and families, eliminate your constant rental fees and increase your savings.
- Virtual Number your cell phone in Israel will be provided with a local US number that rings to it. Family & friends abroad dial a local number and reach you in Israel. We've now expanded the service to offer a variety of minute packages, local numbers for more countries, including the USA, Canada, UK, France, Belgium and France, and as always, superb call clarity and seamless service. Your Virtual US Number is available on all Amp Cellular rentals, including Amp for Lifer, and you can even attach your number to a landline or any other number in Israel too.
- Netstick USB Modem rent a wireless internet cellular modem for your laptop, giving you internet access anywhere you travel or tour in Israel. Eliminate costly hotel WiFi fees, save unecessary trips internet cafés and enjoy true wireless freedom. Save with our affordable bandwidth options and Israel's fastest 3G network.
- Partner services and discounts save money on services and shops with Amp Cellular partners. Receive discounts on your hotel and car rental with our Amp Cellular Concierge. We are constantly expanding our partner program and finding new ways to help our customers save.
Where is Amp Cellular located?
Amp Cellular has offices in Jerusalem, New York, New Jersey, and London, all committed to providing you the best service possible.
Our headquarters in Jerusalem, Israel has a large staff of professional & courteous multi-lingual customer service representatives to ensure you receive prompt and thorough customer care.
Contact us via email, phone, fax, or postal mail, or feel free drop by our Jerusalem office anytime. For full information and directions, please see our contact page.
Where can I use my Amp Cellular phone and SIM card?
With Amp Cellular's fantastic nationwide service, you have excellent reception throughout the entire country of Israel. Amp Cellular phones are set by default not to roam outside of Israel. Roaming rates are very expensive, however, if you wish to enable roaming on your phone, please contact us for assistance. We do not recommend the roaming service, but we most certainly recommend our Amp World global cell phone rentals if you're traveling outside of Israel.
What do I do if my phone is lost or stolen?
- Call Orange at 074-705-4054 immediately to suspend outgoing calls, if your number begins with 054.
- Call Pelephone at 03-572-7766 immediately to suspend outgoing calls, if your number begins with 050.
Ask the representative to have the line temporarily disconnected. You are responsible for any calls made from the phone until it is disconnected, so this step is critical. Your line will still be able to receive incoming calls for five days after disconnection. This gives you some time to try and track down the missing phone.
Second, please contact Amp Cellular at 02-561-0888 to let us know. We will be happy to replace your Amp Cellular phone and SIM card with same-day service. However, please note that once you have filed an insurance claim on your equipment, the claim is final whether you locate your equipment or not.
Amp Student Questions
Which plan should I choose?
For the best savings and value, choose the Amp-Per-Second student plan. Calls are billed in one-second increments and there are no overage fees. You simply pay for what you use. Please read more about our Amp-Per-Second Plan
We also offer Amp Minute & SMS Packages, the customer always has the choice. We have a range of choices for both cellular air time and SMS text messaging. Please read more about Amp Packages for students.
Will I be able to change my plan or package?
Absolutely. You can always switch to another available plan or package, effective the next billing cycle. You can switch between the Amp-Per-Second Plan, or to a higher or lower Amp Minute Package. If you want to make a change for the current billing cycle, it's possible in most cases although there is a processing fee to do so. Changes to text messaging packages are also available.
Billing cycles begin the 1st of each month. Please see the billing section below.
How can I keep track of my minutes & SMS usage?
All students on long-term rental contracts can check how many minutes they've used at any given point in the billing cycle by calling 02-561-0888 from their Amp Cellular Israel phone.
We also have an SMS system that allows you to check your usage from your mobile phone. Please note, there is a $0.25 charge per use for this feature.
Finally, if you have internet access, you can check your current month's usage as well as review your previous bills from your customer portal.
Is my plan prorated? Do unused package minutes rollover?
If your dates include a partial billing cycle, your monthly fees and/or minute package will be prorated by the day. For example, if your rental begins two weeks into the billing month, you will be billed half the monthly fee and be allotted half the package minutes. Unused minutes do not roll over into the next month, another reason to choose the Amp-Per-Second Plan.
Which phone model should I choose? Can I use my own phone?
We offer a variety of the latest phones for every budget and taste, as well as SIM cards. When picking a phone, you need to decide what features are important to you (camera, Bluetooth, radio, size, battery life and so on) as well as your budget of course. Please browse our current phone selection.
Most economical is renting a SIM card and using your own phone. If you already own a compatible phone, you can just rent a SIM card from Amp Cellular for short or long term use. For a phone to be compatible with our service, it must be a UMTS phone, unlocked, and working on 1800 megahertz bandwidth. We cannot guarantee compatibility of outside phones.
We also offer Kosher phones. Several communities in Israel (and several schools) are strict about only using these cell phones. Kosher phones have no text messaging ability (incoming or outgoing), no internet or media capabilities, and are part of a special number block. All of Amp Cellular's kosher phones are certified by the Vaad Hatikshoret. If you're interested in a Kosher phone and don't see the option on your sign up form, just request one and we will be happy to arrange it for you.
What is a US Virtual Number?
With our Virtual US Number, you can have a local US number that rings on your cell or land line phone in Israel. Parents and friends love this feature. There are no codes or PINs to remember and no need to top off minutes. It has never been easier to keep in touch with your family and friends abroad while studying in Israel. Not from the USA? No problem – we have lots of other country choices too.
What about the optional features?
Amp Cellular gives its customers every available option and choice when choosing a plan. Depending on your school and plan choices, you may be offered one of several text messaging packages, an offer for additional minutes within your school, an expansion package which allows your minute package to cover many more international destinations, add-on equipment like a hand's free device or a Netstick USB modem, and more. If you have any questions, feel free to contact us for assistance with any of our products and services.
How do I receive my phone and SIM card?
We have a number of delivery options in the USA, UK and Israel. Most schools have free delivery options at their orientation at the beginning of the school year. No matter where you choose delivery, you can usually get your phone number in advance of your rental start date. At the end of your rental, you will return your phone or SIM card in Israel before your departure. Please see our equipment return page for the most updated information.
What do I do if my phone needs servicing during the year?
If your phone is broken and requires servicing, you have the following options for repairing your phone:
- Visit Amp Cellular's Jerusalem office for repair and a temporary replacement.
- Visit one of our carrier's service centers for a repair.
- Arrange for a courier service to pick up and drop off your phone. This can be arranged by calling Amp Cellular, and is available in most areas for a small fee.
Please contact us to determine which option would work best for you.
Can I browse the internet, email, or download ringtones?
3G internet service is available for most customers (some schools we work with restrict their students' internet access). Packages are available or you can be charged per kilobyte. Contact us for updated package information and to sign up.
With Amp Cellular's service, the only way to download ringtones is to activate internet service on your phone. Please note that downloading ringtones is not free of charge and is billed to your account.
We are also proud to offer our Netstick USB 3G broadband modem rentals, for use with your laptop, available for both long-term and short-term rentals. You can also rent a laptop from Amp Cellular for long or short term use.
Amp Tourist Questions
Do I need insurance on my phone?
Insurance on your rental phone covers all repairs as long as the phone is not lost, stolen, or water damaged. If the phone is damaged beyond repair, lost or stolen, then the insurance coverage provides for replacement of the handset by payment of a deductible. Please review the Terms & Conditions for a schedule of deductible fees. We strongly recommend insurance coverage for all of our customers. Insurance cannot be added in the middle of the rental period.
SIM cards do not require insurance coverage. Replacement of a lost SIM card is $9.99.
How do I receive and return my phone & SIM card?
We have delivery options in the USA, UK, and Israel, including several convenient local agents in various parts of North America. No matter which delivery option you choose, you can usually get your phone number in advance of your rental start date. At the end of your rental, you will return your phone or SIM card in the same country you received it. See our equipment return page for the most current information.
What if my phone needs service while I'm in Israel?
We know your time is precious while you're visiting Israel, so if you have a problem, we'll do our best to get you a working phone as soon as possible. You can visit our full-service office in Jerusalem where you can walk in and walk out with a working phone in minutes. We also have courier options available around the country. Please give us a call and we'll make all the arrangements for you.
Can I get internet data and email on my phone?
Yes, high speed 3G internet service is optionally available with your phone rental. You can choose to pay per day for unlimited usage or you can be charged per kilobyte. Please contact us for further information or questions.
I am traveling to Israel with a large group, can we receive a discount?
We're happy to accommodate tour groups, large family trips, missions and business conventions. Don't hesitate to contact our Groups Department for a custom solution to suit your budget and needs. Fill out our Group Coordinator Form now, or call our Groups Manager at 1-646-558-2062 for immediate assistance.
Amp Cellular Billing Questions
When will I receive my bill and when will I be charged?
Our billing cycles close on the last day of the month. About 7-12 days later, you will receive your fully itemized statement via email. Billing is occasionally delayed slightly due to chagim.
A day or two after you receive your itemized statement, your credit card will be processed. If you need to change your billing information, just let us know. If you'd like to pay by cash or check, there is a processing fee for doing so. Please speak to one of our customer service representatives for all your available options. In all cases Amp Cellular must have a valid credit card on file.
What is the Amp Cellular billing cycle?
Amp Cellular's Israel billing cycle runs from the 1st through the end of the month. For example, the June bill includes usage from June 1st through June 30th, and you should receive your fully itemized statement by email during the second week of July.
Please note: If you rent a phone over more than one billing period, you will receive more than one bill, each a month apart. For example, a rental from June 25-July 7th will have two bills; one for the rental during June 25th-June 30th, and one for the rental during July 1st-July 7th.
Is my plan or package prorated?
If your dates include a partial billing cycle, your plan or minute package will be prorated by the day. For example, if your rental begins two weeks into the billing month, you will be billed half the plan fee and be allotted half the package minutes. Unused minutes do not roll over into the next month.
You can change your plan at any time. To make a change effective the next cycle, just let us know. To make a change effective the current cycle (i.e. retroactive to the 1st of the month), you will need to pay a processing fee. Contact our representatives for further assistance.
When is my deposit charged and refunded?
Most rentals have a deposit, regardless of which type of equipment is being rented. That deposit is charged when your rental is ordered, and returned only after your equipment has been returned and after your last bill has been processed. The return comes through as a credit on your credit card. You will see it on your itemized statement.
How can I change my billing details?
You can change any of your billing details at any time. Simply give us a call, write us an email, or log into your customer portal and make the changes on your own.
Product & Service Questions
How does my US Virtual Number work?
Amp Cellular assigns a number with a local area code for the country of your choice directly on your Israeli cellular number. Local numbers are currently available for US, the UK, Canada, France, Australia, and Belgium. Let friends and family call your Israeli cell phone like a local call. This service is available for both Amp Cellular and non-Amp Cellular Israeli cell phones. You are then charged for the minutes of the call.
When will I receive my US Virtual Number?
It will be emailed to you within a few days of the start of your rental. You can also call us in advance for your number if you'd like.
How can I monitor my US Virtual Number minutes?
You can check how many minutes you've used at any given point in the billing cycle by calling 054-952-1400 from your Amp Cellular Israel phone. If you have internet access, you can check your current month's usage as well as review your previous bills from your customer portal.
Will the USB Netstick modem work on my computer?
If you have Windows XP, Windows Vista, or Windows 7, we will supply you with a USB stick modem, with full plug-and-play functionality. For Mac users, we have PCMCIA / Express Card slot modems as well as USB modems for your operating systems. If you cannot accomodate a PCMCIA card, please let us know and we'll see you get a compatible USB modem.
All modems are truly plug-and-play, preprogrammed to dial up and connect to the internet. If your model requires any documentation or drivers, it will be included on a disc or USB key.
How can I get technical support for my Netstick?
You can always contact Amp Cellular directly for technical support. You can also call our carrier for assistance by a technician over the phone.