Frequently Asked Questions

Here you will find the answers to the most frequently asked questions about Digi Mobil services. If you don't find the information you need you can contact us by phone or write us at: servizioclienti@digimobil.it

How can I get a Digi Mobil SIM card?

Digi Mobil SIM cards can be purchased only in Italy from our authorized resellers.

Resellers

To find out your nearest reseller, contact our customer service (4077 from DIGI Mobil or (+39) 353 300 4077 from other mobile operators).

Buy

Why should I provide my personal data?

Legislative Decree 196/30 June 2003 (as subsequently amended and supplemented), in compliance with the privacy law, compels to collection and registration of personal information for every Digi Mobil SIM card.

Which documents are required?

In compliance with Legislative Decree 196/30 June 2003 (as subsequently amended and supplemented) we ask you to provide us a valid I.D., your fiscal code and your address.

Prepaid SIM User Guide 

Download

What do I get with a DIGI Mobil SIM card?

The SIM card is provided with 2 phone numers, an Italian one (starting with +39 3533) and a Romanian one (starting with +40 772); they both end with the same last 5 numbers.

SIM card expiration date

The SIM card has a 12 months validity starting from the activation date or the last top-up. In order to make phone calls you have to activate this service first (through the first phone call). For more information visit our website www.digimobil.it, where you will find all the details about the Activation and Deactivation Service, under Terms and Conditions > General Conditions. 

Can I send my SIM card to Romania?

The Romanian number allows you to use your DIGI Mobil SIM card in Romania and to take advantage of Digi Mobil Romania's convenient rates.

To use our services in Romania as well, you will need an unlocked 3G mobile phone. 

To find out if your phone is compatible with the 3G network you can contact our customer service at 4077 (from DIGI Mobil) or (+39) 353 300 4077 from other mobile operators.

Can I call to other countries apart from Italy and Romania?

With a DIGI Mobil SIM you can call every country in the world. 

What tariffs will be applied in Romania?

While in Romania, you will have to manually select your Romanian phone number and national rates will be applied.

What happens when I receive a call on my Romanian number while in Italy?

While in Italy you must select your Italian phone number; in doing so, your Romanian number will have no signal. If you want to receive all your calls on your Italian number you must activate the call forwarding service, which is more convenient than roaming or international calls rates. 

To activate or deactivate this option, contact our customer service at (+39).353.300.4077.

What happens when I receive a call on my Italian number while in Romania?

While in Romania you must select your Romanian phone number; in doing so, your Italian number will have no signal. If you want to receive all your calls on your Romanian number you must activate the call forwarding service, which is more convenient than roaming or international calls rates. 

To activate or deactivate this option, contact our customer service at (+39).353.300.4077.

Can I keep my phone number?

You can find all necessary information about number portability on our website www.digimobil.it.

What should I do to use the Internet service?

To surf the Internet you will need a 3G mobile phone set up as follows:

  • 3G mode: active
  • Roaming: active
  • APN: digi.mobile 

How can I submit a complaint?

You can submit any complaints and/or claims for compensation in accordance with our General Conditions (Condizioni Generali di Contratto) and our "Carta dei Servizi" by contacting our Customer Service. In this case, DIGI Italy may ask you to send in a document with the content of your complaint and/or claim for compensation. 

Otherwise you can send your complaints and/or claims for compensation at the following address: via G. Bensi 11, 20152 Milan, to the attention of DIGI Italy Claims Department.

How long before I get a reply?

DIGI Italy engages in replying to every complaint within 30 days from the date of reception. If your complaint gets accepted, our company will inform you about the measures taken to solve your problem. 

If your complaint gets rejected, our company will inform you in writing, explaining the reason of rejection and indicating all carried out verification. 

 

Prepaid SIM user guide 

Download

Do I need an unlocked phone to use a DIGI Mobil SIM card?

To use the DIGI Mobil SIM both in Italy and Romania, your phone must be unlocked and compatible with 3G network. For more information about your phone compatibility, please contact our customer service at 4077 from a DIGI Mobil number or at (+39) 353 300 4077 from other mobile operators. 

How can I unlock my phone?

There are 3 ways to unlock your phone: 

1. You can ask your service provider to unlock your mobile phone but sometimes their reply can be negative. In case you received your phone with a postpaid contract, you must first check whether it has been fulfilled or not (normally the validity of a contract goes from 12 to 18 months). If it has been fulfilled, your service provider must unlock your phone. The phone can be unlocked even if the contract has not been fulfilled because the client only singed for the service, not for the phone. 

2. There are several companies that offer phone unlocking services at convenient prices. 

3. You can unlock your mobile phone by using a special card, available in mobile phone shops.

Is it compliant with law to have your phone unlocked?

The customer is entitled to unlock his/her mobile phone if not otherwise specified in the contract. In case you got your phone from a postpaid contract, you must first check whether it has been fulfilled (normally it lasts between 12 and 18 months). If so, your service provider must unlock your phone. The phone can be unlocked even if the contract has not been fulfilled because the client only signed for the service, not for the phone. 

Why is my phone not working?

First, check whether your phone is unlocked (is not blocked in another network). If so, your phone will not ask for the PIN code when you insert your DIGI Mobil SIM card. 

If the phone does not accept the PIN code you entered, you must check if the PIN code is correct. The PIN code is written on the packaging of your DIGI Mobil SIM card.

If you have entered the wrong PIN code 3 times in a row, your SIM card will be blocked and you will be asked to enter the PUK code. 

You can enter the wrong PUK code up to 9 times; after that, your SIM card will be blocked permanently.  To avoid this, contact our customer service (at 4077 from DigiMobil / *4077 from RCS RDS or at (+39) 353 300 4077 from other mobile operators).

The PUK code is written on the packaging of your DIGI Mobil SIM card, which should be properly preserved. 

If the PIN code you entered is correct but the phone is not working, check whether it is compatible with 3G network. To do so, contact our Customer Service (at 4077 from DigiMobil / *4077 from RCS RDS or at (+39) 353 300 4077 from other mobile operators).

Check your phone signal when you're in Italy or in Romania. You don't get signal if:

1- There's no reception;

2- The phone is not connected to the right network.

To solve this problem, contact our customer service (at 4077 from Digi Mobil / *4077 from RCS RDS or at (+39) 353 300 4077 from other mobile operators) from another phone. If you are neither in Romania or Italy, the roaming service may not be available. Contact our customer service from another phone (at 4077 from Digi Mobil or at (+39) 353 300 4077 from other mobile operators) and check if the roaming service is available in the country you're in. 

If your phone has signal but you can't make any calls, check your credit and see whether it is still valid. 

I can't call a particular phone number, what should I do?

With your DIGI Mobil SIM you can call and text every number in every country in the world (see rates). If this is not possibile, please contact our customer service (at 4077 from Digi Mobil or at (+39) 353 300 4077 from other mobile operators).

I can't receive a call from a particular number, what should I do?

With a Digi Mobil SIM card you can make and receive calls and texts from any phone number.

The mobile operator should send the call to our network. Sometimes, however, this does not happen so you will have to contact the phone operator and ask for this service. 

For more information please contact our customer service at 4077. 

Where can I top up my DIGI Mobil SIM card?

You can top up your DIGI Mobil SIM card in every Lottomatica Italia Servizi, Ricevitorie Sisal, Rapicom and Cogetech point of sale. Contact our customer service to find out your nearest point of sale.

Can I top up in Romania?

In Romania you can top up your DIGI Mobil SIM card in every RCS& RDS store. Contact our customer service to find out the nearest point of sale.

Credit transfer

The Credit Transfer service is free for all DIGI Mobil Italia customers. 2 euros is the minimum amount you can transfer.

Join our resellers team

By selling our products and services, DIGI Mobil resellers get several earning opportunities.

JOIN US

If you own a business or you're a freelancer and you want to become a Digi Mobil reseller, contact us at sales@digimobil.it or at (+39).0248.490.114.

It doesn't matter if you are in Italy, Romania or Spain because Digi Mobil has the best coverage.

See Digi Mobil Italia coverage map

Italia

See Digi Mobil Romania coverage map

Romania

When you travel abroad

Even when travelling outside of Italy or Romania, you should choose a prepaid Digi Mobil SIM card. The international roaming service allows you to communicate everywhere in the world. Choose among the following questions to see how it works.

1. What is Digi Mobil Italia roaming service and how does it work?

Digi Mobil Italia international roaming service allows you to make/receive phone calls and send/receive text messages while abroad, using the network of the local mobile operator. This service gets activated automatically on your SIM card and it is available only on your Italian number. This way, when you are abroad, your phone connects automatically to the local network. If it doesn't, you can do it manually by following these easy steps:

It is important get informed about the countries where the Digi Mobil Italia roaming service is active before you leave. Thanks to the local mobile operators we collaborate with, we offer the roaming service in several countries. However, there are still some countries with which we don't have any agreements.

* NOTE: We advise you to check whether the international roaming service is active on your Italian number before you leave. To do so, contact our Customer Service at 353.300.4077 or *4077  (from Italy) or 314.074.077 (from Romania). We will inform you about the networks available in the countries you are travelling to and you will have to select the local network manually.  If you want to deactivate the roaming option, contact our Customer Service.

2. How can I call or text from my Digi Mobil number while abroad?

To call or text from another country (apart from Italy and Romania), you must first add the international prefix "00" followed by the code of the country you want to call, followed by the phone number. 

For example, Italy's phone code is "39", therefore you should dial  "0039xxxxxxxxx" or "39 xxxxxxxxx" to call an Italian phone number, or "0040" + phone number to call a Romanian one. If you want to call or text a national number of the country you are in, the country code is not necessary. 

3. Which are the roaming charges? Are there any call set-up charges when in roaming?

With Digi Mobil Italia, international roaming charges are based only on the destinations (zones and countries) from which you make the call, regardless of the local operators involved. You can find more information about roaming charges on our webpage under Tariffs and Roaming.

4. Can I use my Internet traffic abroad?

This service is not available yet.

5. What other Digi Mobil Italia services are available in roaming? 

When travelling outside of Italy or Romania, you can contact our Customer Service at 00393533004077; the charges will be the same as a phone call to Italy in roaming. You can find more information about roaming charges on our website under Tariffs and Roaming.

The following services are not available in roaming:

- Customer Service:
   4077 – free for DIGI Mobil numbers (available only in Italy);
   *4077 –  free for DIGI Mobil numbers (available only in Romania);
   0040.314.074.077 - from other mobile operators, in Romania.

- Check your credit:
   4070 – free for DIGI Mobil numbers (available only in Italy)
   0039.353.300.4070 - from other mobile operators, not free.

- Call forward
   0039.353.300.4076

6. How can I top up while abroad? 

At the moment, you can top up only in Italy through Lottomatica, Sisal, Rapicom and Cogetech, and in Romania in any RCS RDS store. While abroad, you can use the credit transfer service and receive credit from another DIGI Mobil Italia client (only from an Italian number).

ACTIVATE AN OFFER

USSD MENU *146#
Dial *146# and enter the interactive menu:
   1 Offers for you - choose the offer you want to activate

MY ACCOUNT
Log into My Account

FREE SMS
Send INSIEME SI to 4077

CUSTOMER SERVICE
4077 (from DIGI Mobil Italia)
*4077 (From DIGI Mobil Romania)
+39 3533 004077 (from other mobile operators, in Italy)
+40 314074077 (from other mobile operators, in Romania)

DEACTIVATE AN OFFER

USSD MENU *146#
Dial *146# and enter the interactive menu:
My Account/Active options/Choose the option you want to deactivate

CUSTOMER SERVICE
4077 (from DIGI Mobil Italia)
*4077 (From DIGI Mobil Romania)
+39 3533 004077 (from other mobile operators, in Italy)
+40 314074077 (from other mobile operators, in Romania)

CHECK YOUR BALANCE/MINUTES

USSD MENU *146#
Dial *146# and enter the interactive menu.

MY ACCOUNT
Log into My Account

Call our Customer Service
4077 (from DIGI Mobil Italia)
*4077 (from DIGI Mobil Romania)
+39 3533 004077 (from other mobile operators, in Italy)
+40 314074077 (from other mobile operators, in Romania)

INTERNET SETTINGS

To surf the Internet you will need a 3G mobile phone set up as follows:
3G mode: active
Roaming: active
APN: digi.mobile

PORTIN

  1. What is MNP (Mobile Number Portability)?
    MNP –  allows you to become a Digi Mobil client and keep your current phone number.
  2. What should I do to port my number in Digi? 
    Online
    If you decide to buy your SIM card online (www.digimobil.it), please download and fill in the number portability form from our website (in the Forms section). Then send it by email or fax at servizioclienti@digimobil.it or 0248405767 together with a copy of your I.D.
    Point of Sale/Authorized Digi Mobil Resellers
    Fill in the number portability form and give it to one of our authorized resellers together with your I.D. Then you will be registered in our system. 
  3. Can I use my existing SIM card when I transfer my number or do I have to buy a new one?
    Yes, you can use your current SIM card. You don't need to buy a new SIM card when you transfer your number. Please specify you are transferring your number to an existing SIM card when you fill in the form. 
  4. Which are the port in/port out conditions in Romania?
    You can find all conditions about portability number in Romania on our website: http://www.rcsrds.ro/asistenta/portabilitate 
  5. Can I keep using my phone number during the MNP process?
    Yes, you can keep using your phone number until the MNP process is over. Also, when you buy the new SIM card, you will receive a temporary phone number that allows you to use the Digi Mobil offers and services. When the MNP process is finished (not before 2 working days from the moment we receive your request), your number will automatically replace your Digi Mobil temporary number. 
  6. Can I activate my Digi Mobil offers before or after the MNP process is over?
    You can activate the offers you prefer when you buy your Digi Mobil SIM card (on your temporary phone number). The offers will be activated on your temporary number first, and then will be transferred on your phone number. When the whole process is finished, you will enjoy all the offers you chose on your transferred number. 
  7. Will I lose all my data if I change my SIM card?
    Yes. By changing your SIM card, you will lose all the data previously stored (contacts, SMS, other data, etc). The new smartphones, however, allow you to save everything on your memory card, so that you will not lose anything. However, it is possible to have your SIM card data transferred on another device (phone, computer, etc) and then transfer it back to your SIM card.  
  8. I have asked for credit transfer to my new number. When will it be available?
    Generally, to have your credit available on your ported number, it takes from 4 to 9 days from the registration of your request. Your credit gets transferred the moment we receive the notice from the donor operator. 

PORTOUT

  1. Can I transfer my Romanian Digi Mobil number to another Romanian mobile operator?
    Yes. Every phone number that is associated with a Digi Mobil Italia SIM can be transferred to any Romanian mobile operator, RCS&RDS included (in Romania). This way your Italian Digi Mobil number will be deactivated.
    N.B:
    It is not possible to transfer your number to Digi Mobil Italia while in Romania. 
  2. Which are the port in/ port out conditions in Romania? 
    You can find all conditions about number portability in Romania on the RCS & RDS website.

Telephone Address Books and "Registro Pubblico delle Opposizioni"

In compliance with the resolutions n. 36/06/CONS and n.180/02/CONS issued by the Italian TLC National Regulatory Authority (AGCOM) and with the Data Protection Authority dispositions, customers' data may be collected by every single phone operator in a database. The new telephone books will be based on this database.

Information provided by the customers of all landline and mobile operators, such as: surname, name, address and phone number, etc. , may be published in the telephone book. The above mentioned data may be published also on the Internet, on paper and in electronic form, and may be consulted per category, geographical zones and per type of network (landline and/or mobile).

To have personal information published in the Telephone Address Book, Digi Mobil customers must express their written consent by filling in the specific form, available in every Digi Point of Sale and on our website www.digimobil.it (under Documents). It must be sent by e-mail at servizioclienti@digimobil.it, by fax at +39 02 48405767 or in paper form at: Via G. Bensi 11 - 20152 Milano. No information will be automatically filled in.

For all those Digi Mobil customers who have transferred their numbers (numbers ported in Digi Mobil network) and have not filled in the form, or have not send it to Digi, the choices they have made with the donor operator will be kept.

In order to ensure an effective privacy protection, for all those Digi Mobil customers who have not expressed their consent, this will be considered denied. 

All those customers whose phone numbers are published in the Telephone Address Books may be contacted for commercial purposes and market researches.

In compliance with the Decree n. 178/2010 issued by the President of the Italian Republic, starting from February 1st, 2011, all those Digi customers whose phone numbers are published in the Telephone Address Books can choose not to be contacted for commercial purposes, market researches and telemarketing. They can do so by registering themselves at the "Registro Pubblico delle Opposizioni". 

For registration, updates, and cancellation services Digi Mobil customers can use one of the following ways:

Send a registered letter to the following address:

"GESTORE DEL REGISTRO PUBBLICO DELLE OPPOSIZIONI - ABBONATI" UFFICIO ROMA NOMENTANO CASELLA POSTALE 7211 - 00162 ROMA (RM)

By fax: 06.54224822
By e-mail: abbonati.rpo@fub.it
Free number: 800.265.265

Fill in the online form available under "Area Abbonato" on the following website: http://www.registrodelleopposizioni.it

For more information:

Autorità per le Garanzie nelle Comunicazioni: www.agcom.it (resolutions 36/02/CONS and 180/02/CONS); Garante Privacy: www.garanteprivacy.it or the following website http://www.registrodelleopposizioni.it

Download

Can I cancel my Contract with DIGI?

In accordance with the applicable legislation, the Customer has the right to cancel the contract and request the deactivation of the SIM card, within thirty (30) days.

If the contract regarding the Services provided by DIGI MOBIL has been made online or away from business premises, the Customer can cancel the contract without giving any reason and without incurring additional costs except for those that arise from the delivery while returning the SIM.

The Customer shall be entitled to withdraw within fourteen (14) days after the day he received the SIM. Whereas the performance of the contract commenced with the Customer’s express consent, he will be entitled to exercise his right to cancel the contract and, in this case, will receive the amount corresponding to the remaining balance from the services he may have used and not the amount initially paid.

How can I cancel my contract with DIGI?

You are entitled to cancel your contract and deactivate your prepaid SIM card in the following ways, enclosing a copy of the identity card and tax code:

  • By accessing the Website and downloading the form provided by DIGI on this link www.digimobil.it/en/Assistenza-Supporto/info-utili which must be submitted as follows:
    1. through a registered letter with acknowledgment of receipt to the Customer Service of Digi Italy S.r.l Via Giovanni Bensi, 11 - 20152 Milan
    2. by sending a certified email to digimobil@pec.it
    3. by sending an email to the Customer Service at servizioclienti@digimobil.it
  • By accessing "My Digi Account" with your login credentials, on "Disattivazione e Recesso" section, in order to download the form "Lettera di cessazione dell’utenza". The form shall be filled in and loaded to "My Digi Account" through the "upload" function together with a copy of the identity card and tax code of the user
  • By filling in the form directly from our Points of Sale.

However, the Customer shall contact the Customer Service free on 4077 or 353.300.4077/ 40.31.407.4077 from the Digi number or from any other line (standard rates apply) or by sending an email at servizioclienti@digimobil.it

If the cancellation takes places within 14 days after the SIM card has been purchased online or away from business premises, it can be completed through the cancellation form available on www.digimobil.it or through any statement indicating the Customer’s express wish of cancellation. Then, it can be submitted to DIGI together with a copy of the identity card and tax code in the following ways:

  • By accessing the Website and downloading the form provided by DIGI on this link www.digimobil.it/en/Assistenza-Supporto/info-utili or by simply submitting a statement indicating the Customer’s express wish of cancellation. The cancellation form must be submitted as follows:
    1. through a registered letter with acknowledgment of receipt to the Customer Service of Digi Italy S.r.l Via Giovanni Bensi, 11 - 20152 Milan
    2. by sending a certified email to digimobil@pec.it
    3. by sending an email to the Customer Service at servizioclienti@digimobil.it
  • By accessing "My Digi Account" with your login credentials, at "Disattivazione e Recesso" section, in order to download the form "Lettera di cessazione dell’utenza". The form shall be filled in and loaded to "My Digi Account" through the "upload" function together with a copy of the identity card and tax code of the user

However, in either of the two situations mentioned above, the Customer can receive help on the compilation of the cancellation form and/or lettera di cessazione dell’utenza and also ask for any relevant information to the issue, by calling the Customer Service free on 4077 or 353.300.4077/ 40.31.407.4077 from the Digi number or from any other line (standard rates apply) or by sending an email at servizioclienti@digimobil.it

My remaining balance will be transferred? Should I have to bear additional costs or penalties of cancellation?

The cancellation is free of charge, but the Customer may be charged a reasonable fee of maximum 3 Euro for the administrative costs of reimbursement of the remaining balance.

The Customer shall be entitled to withdraw free of charge if Digi Italy gives notice of its intention to change the tariffs and prices related to the Service pursuant to Article 5 of General Terms and Conditions / Condizioni Generali di Contratto or the Contractual terms in question.

Whereas the Customer chooses the Mobile Number Portability, the available remaining balance will be transferred according to the procedures referred to in Article 6.2 of General Terms and Conditions / Condizioni Generali di Contratto.

What will happen with my SIM card?

The SIM card will be deactivated and the specific numbering could be assigned to other Customers in accordance with the terms and methods provided, except for the request of mobile number portability.

My personal data will be erased?

Pursuant to the Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data, the erasure of personal data shall not apply to the extent that processing is necessary for:

  • exercise or defence of legal claims
  • compliance with a legal obligation which requires processing by Union or Member State law to which the controller is subject
  • performance of a task carried out in the public interest or in the exercise of official authority

For further details please see the General Terms and Conditions / Condizioni Generali di Contratto can be freely downloaded from the website under section Useful Documents -> Applicable documents available on www.digimobil.it/en/Assistenza-Supporto/info-utili