Line and cost management

Control my cost

Via your mobile phone connected to the mobile network (not via Wi-Fi):
Visit Cost Control.

Make sure you access this page with Firefox or Safari. It is not possible to activate additional Data Packs via the mobile Opera browser (and only very irregularly via Chrome).

You can check your call and SMS usage by accessing My Account via a mobile connection or via Wi-Fi.

  • Go to "Subscriptions" and then to "Usage".

You can check your data usage in Switzerland and abroad by accessing your My Account via a mobile connection or via Wi-Fi.

  • Go to "Subscriptions" and then to "Overview".

You can also check your data usage via the following link Cost Control, accessible only with mobile data.

If you have a Start / Swiss subscription and have used up your data, you will be redirected to a website. There you can buy additional data, which is valid for 30 days from activation.

To buy an additional Data Pack, visit this page.

You can find more information on the charges for data usage in Switzerland and abroad on this page.

On the 10th of the month (invoice date). You will receive an offer with additional Data Packs that you can use to cover the period until then.

You can:

  •  Prevent auto synchronisation of your apps:
     Android: Settings > Accounts > More > click on "Turn off auto sync".
     Apple: Settings > General > Background App Refresh.
  • Restrict Operational System update to Wi-Fi only:
     Android: Settings > About device > Software update > activate "Wi-Fi only".
     Apple: Settings > iTunes and App Stores > uncheck "Use Cellular Data".
  • Restrict application updates to Wi-Fi only:
     Android: Playstore > Settings > Network preferences > click on "Auto-update apps" > select “Over Wi-Fi only".
     Apple: Settings > iTunes and App Stores > uncheck "Use Cellular Data".

If you’re worried about costs, we suggest you change your subscription to Max.

Roaming

If you run out of data, you will be redirected to a page offering additional Data Packs, valid for 365 days after activation.
See Roaming.

Without any option or additional Data Packs you may be charged up to 15.-/MB, depending on the travel zone you visit. Find out the details here: Tariffs abroad.

In this case, you will not be charged beyond the set limit. You can change these limits in My Account → Subscriptions → Configuration.

There are several ways to minimize your costs when traveling abroad:

  • Use a subscription with data included (unlimited or not) like Europe abroad.
  • Use Data Packs. See https://www.post-mobile.ch/en/options-services/additional-data/data-packs
  • Reduce roaming costs by setting a limit. To do this, go directly to My Account → Subscriptions → Configuration.
  • Deactivate the use of data abroad either in your phone's settings or on the network (reach out to our Contact Center for this).
     On the Samsung S7 for example, the “smart network switch” function must also be turned off. Some Android devices also feature a “data saver” function, which the user must activate.
     
  • To prevent any further risk, the following functions should also be deactivated:
       - Wi-Fi Assist (iPhone)
       - Download booster (Samsung).

Receiving messages and calling your Voicemail with Post Mobile domestic network is free.

Abroad:

  •  Receiving messages is charged twice, once as an incoming roaming call and once as an outgoing roaming call.
  • Calling your Voicemail is charged as an outgoing roaming call.

In order to avoid these charges, we advise you to deactivate your Voicemail before your trip. See "How do I deactivate my Voicemail and reactivate it again?"

Information on roaming options and data volumes is available on our roaming page.

You will find all the necessary information on this dedicated page: https://www.post-mobile.ch/en/support/roaming-cost.

Paid services

Value-added services numbers are used by companies to provide and charge services through a number.

In Switzerland, value-added services are usually starting with 08 or 09 (0800 are however free of charge).

You will find more information on Individual number allocation on the website of the Federal Office of Communications OFCOM.

On your Post Mobile bill, calls to VAS numbers are displayed in the "Value-added services" section.

Find the short number of the value-added service in question on your detailed bill on My Account → Bills.

Then go to the page Search for short number* and use the indicated keywords to deactivate the service(s):

  •  To deactivate one specific service send:
     STOP [name of the service] to the short number of the service provider.
  • To deactivate all services of a specific service provider send:
     STOP ALL to the short number of the service provider
  •  To block access to all adult services via your connection** (independently of the service provider) send:
     BLOCK ADULT to 5155.
  • To block access to all premium services via your connection** (independently of the service type and provider) send:
     BLOCK ALL to 5155.
     

Please note: You will no longer have access to any premium service at all and will no longer be able to use your mobile phone for service payments (e.g. Selecta vending machines, parking tickets etc.).

* You can search by provider name or by number.

** Blockage on Post Mobile network level.

When you make roaming communications, you are connected to one of the mobile networks in your host country.

For invoicing purposes, operators in some countries may replace some destination numbers with generic numbers.

This is often the case for communications to service numbers, hotlines or value-added service numbers etc. (France Telecom, for example, systematically replaces all short numbers with the generic number +333000 on their invoices).

Sometimes an operator has simply not registered the destination number and, therefore, indicates a generic one. Sometimes it is possible to find the real destination number by using a search engine of the country you travelled to (e.g. Google.it, .fr, .es, etc.).

So, basically, the issue is not linked to any billing error but to the invoice display.

You can find all information about the details of your bill on this page.

You can block the following value-added services:

  • Premium Business
  • Premium Information
  • Premium Adult
  • Phone books
  • Premium SMS

To block a value-added service, reach out to our Contact Center.

More information on 090X numbers → OFCOM 

More information on 18xy numbers → OFCOM 

For users under the age of 16, all these services are blocked by default and cannot be unblocked.

Reactivate my line

For details see How to receive and pay your bill > Credit Card. 

The following payment methods are accepted: invoice, credit card, TWINT or PostFinance Card.

You can pay your bill without any additional charges anytime in My Account - Bills.

  • Click on "Pay".
  • Choose "Use another credit card" and klick on "Next".
  • Choose your payment method.
  • Follow the payment process.

The bill will be paid immediately. Online payment is the fastest way to reactivate your suspended line.
 

Number and SIM card

Call our Contact Center at 0800 701 801.
Note that for changing a mobile phone number CHF 99.95 will be charged to cover administrative costs.

Block your SIM card:

  •  Visit My Account → Subscriptions → Configuration → Block. 
     OR
  •  Call the Contact Center directly on 0800 701 801 or from abroad on +41 78 7 701 801 (payable) and request the blocking of your SIM card.

Important: the SIM card can only be unblocked by the Contact Center. Only the contract owner can request the unblocking of the SIM card.

To unlock your phone, you need the PUK 1 code displayed on your SIM card holder. If you can’t find it anymore:

Note: If you’ve entered the wrong PUK code ten times, your SIM card will be permanently blocked and you will need a new SIM card. For replacement SIM cards, please reach out to our Contact Center or visit a Swiss Post Branch.

You can also order a new SIM card via My Account.

  • Go to Subscriptions → Configuration → Order a new SIM.
  • Select the delivery address.
  • Click on "Validate".

This service is free of charge and you will be provided with the same type of SIM card that you already possess.

Protection and abusive calls

Post Mobile protects you by default from unsolicited marketing calls. By activating the filter against unwanted advertising, you are protected against unsolicited advertising calls in the best possible way; however, it may happen that certain calls of this nature are still carried out.

However, if you would like to receive such calls, you can deactivate the filter by selecting the option "Authorize marketing calls" in My Account → Subscriptions→ Options.

All value-added services are blocked for mobile line users under the age of 16. These services cannot be unblocked, even at the request of the owner of the line.

  • Do not answer calls from unknown numbers.
  • Block unknown and unwanted calls.
  • Do not provide personal information (especially sensitive financial information) in response to an incoming call.
  • Do not disclose your mobile phone number on websites or forms unless it is a mandatory requirement.
  • Never call back callers with unknown numbers who hang up immediately or suspicious numbers in general.
  • Don’t assume that an unsolicited caller is genuine just because he knows your personal details (these might be available online, e.g. on social media platforms).
  • Post Mobile protects you from unsolicited calls from telemarketing companies or companies using spoofed numbers.

The following behaviours are more likely to get calls blocked:

  • Callers with a masked number or with a wrong calling number format.
  • Callers who don't respect the refusal of telemarketing calls. Numbers with an advertising star (*) on local.ch.
  • Multiple calls (several times per day) to the same number.
  • Calls at inappropriate times (before 8:00, after 20:30 or on the weekend).

Inversely, the following behaviours are less likely to get calls blocked:

  • Callers who are registered on Callnet.ch and who respect good practices.
  • Calls from reputable polling institutes which respect good practices.
  • Calls from administrations.
  • Calls from companies that contact their own customers and that don't use the same numbers as for telemarketing calls.

Recommendations

We recommend the following to call centres operating in Switzerland:

If you receive unwanted marketing calls, please notify us via our contact form or by calling us on 0800 701 801.

If a call (e.g. marketing) has been blocked and you believe it shouldn't have been, notify us via our contact form or by calling us on 0800 701 801.