Video Tutorial

Please go to https://www.joitelecom.fr/?language=en, check our competitive offer, choose the most suitable service and start ordering.

Each SIM card will be shipped by standard mail, this means they will not have a tracking number. You can expect your SIM card to arrive within 3-7 business days.

You have up to 14 days to withdraw from your contract. You don’t need to send the SIM card back to us, simply contact our Customer Service via chat.

If you cancel your order within the 14-days cooling off period, no extra costs will be charged. A refund for all up-front payments will be processed once you contact our Customer Service. Should you start using the service during the cooling off period, you still can exercise the right of withdrawal. However, the refund will be proportionally reduced by the number of days the service was active. The costs incurred will be charged.

You don’t need to send the SIM card back to us, all you need to do is simply contact our Customer Service via chat.

No. JOi is currently available to residential customers only.

No. You must be at least 18 years of age to become a JOi customer in France.

Please find below some tips to follow when placing a JOi order for your customers.


After you click "Create account" on "Welcome to MyJOi" page, if the following page is not displayed, please try again. If you are redirected to the main page without receiving the welcome message with the order number, your account has not been created. Should this issue persist, here are some useful tips you might use. We also recommend clearing your web browser’s cache (please see below).


  • Long addresses: If the customer’s address is too long- more than 30 digits, please choose “My address in not on the list. I want to enter my address manually” and enter a shorter version by using abbreviation.
  • Do not forget to choose your salutation (Mr./Mrs./Ms) when creating the account. It is one of the most frequent reasons for which the account creation fails.
  • If possible, use a computer or laptop to place the order.
  • If after clicking on “Create an account”, the next page is not displayed, please try again. If you are directed to the main page without receiving a welcome message containing the order number, the account has not been created.  In this case you need to try again after having deleted cookies and cleared the cache in the browser you used (see below).

Why clear my browser’s cache?


Your browser's cache, pronounced like cash, is a collection of web pages, including the text, images, and most other media contained on them, that is stored on your hard drive or phone storage.


Having a local copy of a web page makes for very quick loading on your next visit because your computer or device does not have to download all the same information from the internet again. It is then necessary to clear your web browser’s cache to retrieve the newest copy available from the website.


How do I clear the cache on my browser?


Mozilla Firefox: Clear the cache from the Clear Recent History area in the browser's options. Once there, select Cache and then click Clear Now.


IE 7: clearing the cache is done from the Tools icon where you go to Internet Options and in the General section you will find the Browsing History area. From here, select Delete temporary files, history ... and website form information, tick the box Delete browsing history and click the Delete... button. The Delete Browsing History window opens where you choose and tick accordingly, followed by clicking on Delete.


Google Chrome: click the Customize and control Google Chrome icon (three horizontal dots in the upper right corner (⋮) ) > click on History> Clear Browsing Data> choose Time range> tick all 3 boxes and click on Clear Data.


Safari: clearing the cache is done via the Develop menu. Just tap or click Develop and then Empty Caches.


Android: Open the Internet browser. Then, press the menu button (⋮)> click Settings in the menu> click Privacy and Security> click Clear Cache


iOS: open Settings> select Safari> tap Clear History and Website Data> Clear


It should take up to 7 business days.

No, the delivery is free of charge.

Activation of your SIM card is free of charge.

No, everything is sent by regular mail.

If the SIM card you received is not working, contact us and we will send you a new one.

If you didn’t receive the SIM card you ordered, please contact us via chat and we will send you a new one.

Our SIM cards have universal size. Simply ''push'' the size of the SIM you need out of the larger plastic part of the card to adjust the size.

Simply insert your SIM card into the phone and connect it to the network. The SIM card for a ported number is automatically activated on the porting day. To activate SIM card replacement or a new number, log in to MyJOi, find a notification confirming the shipment, enter the ICCID code that you will find on the SIM card and it will be active within a few minutes.

If you’ve entered the wrong PIN code 3 times, the SIM card will be blocked, and you will be asked to enter the PUK code. You will find it on the plastic card that was originally attached to your SIM card.

If you have lost your SIM card (or your SIM card has been stolen), you should replace your lost/stolen SIM card by logging in to MyJOi. However, please remember that if your SIM card was lost, you will be charged for its replacement. The costs are 5 €. If your SIM card was stolen, you can also replace it and it will be free of charge, but only if you provide a police report. If not – you will be charged 5 €.

Number porting is the process that allows you to keep your old number after transferring your number to JOi.

When you place your order, a field will appear allowing you to indicate that you would like your current number to be ported to JOi.

Yes, you will receive a new SIM card and your old number will be available on this one.

You can place the request either during the order or after you have received your SIM card from an IBO. In any case, you will be able to choose the date when the porting should be completed (minimum 3 days from the day of request if you already have a SIM card or 15 days from the day of request if you want your SIM card to be sent to you).

Yes, in this case we will let you know about the reason and what to do to complete the process.

The RIO (Relevé d'Identité Opérateur) is the code you need to request number porting.

Please contact our Customer Service and we will provide you the RIO.

You will be asked to create an account during your first order. In order to do so, you will be asked to provide your e-mail address and enter a password of your choice. The page will also show you, whether your password is strong or weak. Choosing a stronger password will increase the protection of MyJOi you get. MyJOi is where you can manage your orders, subscriptions and personal details.

In order to login to MyJOi, you just have to enter your e-mail address and password, click on login and that’s it!

Your email address is used as username and cannot be changed. If you no longer have access to this email, it´s important that you contact us via chat to provide us with a correct email address for all JOi correspondence.

In order to save a chat, click on the green Options button. It is always available at the upper right corner of the chat during the conversation.

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Once the Menu is expanded, click on the first image to save the chat.


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The chat conversation will be opened in a new tab. Now it can be copied or saved on your device. In order to save it, right click on the chat and choose “Save as…” option. Pick the file’s location and click on “Save” button. Remember that chats can be saved only during the conversation.

You can see information about your offer by logging in to MyJOi or by contacting us via chat. You can also see your monthly allowances and unused bundle units (where applicable).

All our mobile plans have a 12 months binding period. However, customers can upgrade or downgrade their plan as many times as they want within their binding period free of charge.


Important: adjustments to your tariff can be requested up to 72 hours (3 days) before the beginning of your new billing cycle. The changes cannot be submitted within the last 3 days of the month. If you decide to change your tariff within that time, please get back to us on the 1st day of the new month.

You can see all current available JOi offers at https://www.joitelecom.fr/?language=en

No. However, your allowance is renewed every month and you can continue using our service with a new, full bundle.

The JOi SIM card doesn’t work on some old models that only support 2G networks, so please be sure to have a UMTS (3G) or 4G device.

Unfortunately, this option is not available yet.

Yes, you can. Check if the handset needs to be unlocked. If it needs to be unlocked, you can easily do it by contacting your old provider to remove the SIM lock.

Family Plan is an offer which enables you to add up to three additional subscriptions (family members) to your JOi XL tariff and share your data allowance within the family.

On top of your JOi XL tariff plan with unlimited voice, SMS usage and 50 GB of data nationally, you may add from 1 to 3 extra subscriptions. Each additional subscription includes a tariff with unlimited voice and SMS usage and 1 GB of national data. The combined usage is available to all Family Plan members and enables you to add up to three additional subscriptions (family members) to your JOi XL tariff and share your data allowance within the family.

Family Plan

Price

Shared data

Minutes

SMS/MMS

Joi XL + 1 additional subscription

43.98

51GB

Unlimited

Unlimited

Joi XL + 2 additional subscriptions

57.97

52GB

Unlimited

Unlimited

Joi XL + 3 additional subscriptions

71.96

53GB

Unlimited

Unlimited

All data within the Family Plan is freely available to all its users, no need to worry about limits and allocations each month.

If you are a new JOi XL customer, simply choose from 1 to 3 additional Family Plan subscriptions when placing your order. If you are already a JOi XL customer, log in to your MyJOi to add from 1 to 3 additional Family Plan subscriptions. If you are already a JOi customer, but you have a different plan, you can upgrade your tariff to JOi XL and proceed as described in the point above.

Each additional subscription costs only 16.99 EUR (VAT incl.) per month.


New orders from 1st March 2019 onwards Each additional subscription costs only 13.99 EUR (VAT incl.) per month

Yes, you can either order a new JOi SIM card or use one you already have.

All current usage of the main and additional subscriptions, will be available in MyJOi.

You can view your available data, minutes and texts under the main subscription in MyJOi. Please remember that the Family Plan subscriptions share data allowance.

JOi standard binding period is always 12 months. Therefore, the Family Plan’s contract length will depend on the contract start date of the latest additional subscription.


For example:


JOi XL subscription contract starts on January 1st, 2018. After 3 months, an additional subscription is added – starting March 1st. In this scenario, the Family Plan contract end date would be March 1st, 2019.

Cancelling the main subscription means cancelling all subscriptions within the Family Plan.

After your contract expires, you may terminate all the Family Plan members’ subscriptions. In case one or more of your subscriptions are still within the contract period, you may be subject to a cancellation fee.

Yes, the additional subscriptions can be terminated individually or transferred to another provider without affecting the main or other additional subscriptions. However, an early cancellation fee may apply depending on the contract duration.

If the Family Plan’s main subscription is suspended or terminated, all subscriptions within the Family Plan will be terminated.

As soon as the subscription is unsuspended, all Family Plan members are automatically restored.

No, the additional subscription can only be used as part of a Family Plan and may not be upgraded or downgraded.

No, the Family Plan is exclusively designed for the JOi XL plan. In order to downgrade your JOi XL subscription, you must make sure all additional subscriptions are terminated/ transferred to another provider from your Family Plan.

During the order process, you can choose to port your current number to JOi. Otherwise, we will give you a brand new number!

If all the shared data allowance has been consumed, your internet connection will operate at a reduced speed in order to protect you from an unexpectedly high bill.

Family Plan means one convenient bill for everyone in your family, so you don’t have to worry about multiple due dates. The usage visible on the invoice is combined, as you all share the same allowance.

Your phone is automatically set up as soon as you insert your JOi SIM card. However, sometimes you need to enter some parameters manually in the Settings section of your phone in order to make it work.

Double check if your APN Settings are set to JOi:

APN : sl2sfr Nom d'utilisateur : (laisser le champ vide)

Mot de passe : (laisser le champ vide)

MMSC : http://mms1

MMS Proxy : 10.151.0.1:8080

Taille max. des MMS : 614400

MMS UA Prof URL : (laisser le champ vide)

If you have internet allowance, you can use it freely in metropolitan France and in the European Economic Area. If you exceed your allowance, your speed will be reduced but you will not be charged for any further usage.

You can check your usage every time you log in to MyJOi - you will be able to see your current and previous usage (up to 12 months). You will also see what it is included in your monthly allowance as well as any outstanding charges. You can pay any outstanding bills quickly and easily in MyJOi.

You can change your plan to any other that is currently offered by JOi. You can do this through your MyJOi account.

You can only use JOi’s SIM cards and internet on your BlackBerry if your device runs BlackBerry OS 10 or above, but not with earlier versions. To check which BlackBerry operating system version you have, simply type "myver" on your BlackBerry and press space or enter. Your model number along with your OS version will be displayed.

Signal strength can vary depending on weather conditions, your distance from a mast, and the location of the building you're in, particularly if it's in a valley or behind a tree.

If you're having signal problems, these tips might help you:

  • Try sitting near a window;
  • Try using your phone in a different room as some rooms get a stronger signal than others, depending on the thickness of the walls;
  • Try switching your phone off and back on again;
  • Make sure you have enough battery on your phone as this can affect signal strength.

Some phones are better at picking up signals than others.

Spam messages are usually marketing messages that are sent to you without you requesting them.

If you've received the message from a mobile phone number or any other untrustworthy source, we recommend that you don't respond to the message in any way.

If you're worried about the spam messages you've received and you want to report it, just call the free number 33700.

Roaming enables you to use your service when you are outside of your home network. When roaming is active and you use your service, additional charges may apply.

International roaming allows you to make calls, send texts or use data when you’re abroad. When you travel to a foreign country and phone, text or surf online with your mobile phone or device using your home country's SIM card, you are roaming. JOi and an operator in the country you are travelling to, work together to keep you connected, so you can still make and receive phone calls, send text messages, surf the internet and download content. If you use your phone abroad, you may be charged roaming rates.

Our rates are easy to understand and have no hidden extras – just check our Price Guide for details.

The European Parliament has decided to eliminate roaming tariffs in the European Union as of 1st June 2017. You'll be able to take your national data, minutes and texts to use anywhere in the EU at no extra cost

Your current SMS and Voice calls allowance from the current plan you are on automatically are available in EU. For example, if you have 5 hours of calls locally, the same 5 hours are available when roaming in the EU.

If your plan includes unlimited calls and SMS, you will get unlimited calls and SMS when roaming in the EU. Your data allowance will depend on your chosen price plan.

To check the details of your monthly allowance, please refer to the Price Guide on https://www.joitelecom.fr/en or log in to MyJOi.

Your roaming is automatically set as active! You can enjoy the service abroad without the need to contact customer services. However, if you have deactivated the roaming before, you need to activate it on MyJOi:

Your phone is automatically set up as soon as you enter your JOi SIM card. However, sometimes you need to enter some parameters manually in the Settings section of your phone in order to make it work. You may need to change the “APN” settings in your phone if you want to use data abroad. Please follow the instruction below:

APN: sl2sfr

Username: (empty)

Password: (empty)

MMSC: http://mms1

MMS Proxy: 10.151.0.1:8080

MMS Max Message Size : 614400

MMS UA Prof URL: (empty) Android Devices

As soon as you are abroad, a message will tell you the rates in the new country. Find out more on our Price Guide

Username: (empty)

Password: (empty)

MMSC: http://mms1

MMS Proxy: 10.151.0.1:8080

MMS Max Message Size: 614400

MMS UA Prof URL: (empty)

Smartphones are permanently connected to the internet so you could use data abroad without realizing it. You can change your roaming settings before you go abroad, either by turning data roaming off on your phone or by changing your data settings.

A worldwide data roaming limit of 50 € per month is already set up to stop you spending too much.

We'll send you text messages to let you know when you've reached 80% and 100% of this 50 € limit.

After that, your data traffic will be blocked, but you can always be able to enable it again by calling us.

To keep track of what you're spending abroad, you can check your balance in MyJOi.

If you don't want to receive text notifications of roaming costs, or if you disabled them and want them active again, just call us at 121 if you are in France or +33 535 900 121 if you are calling from abroad.

Keep in mind that your roaming may be activated when you are near a border in another country, as it may pick up a different signal. Therefore, whenever you are close to a border of another country, always check the name of the network displaying on your mobile phone. If it’s not changed, you can be sure that roaming is disabled. If it’s changed, then a different signal was picked up, roaming may be activated, and additional charges may occur.  If you do not want your roaming enabled automatically, you can turn it off.

Receiving text messages is always free of charge, while in your country or abroad.

Yes, here are some important contact details for you when you're abroad:

  • call us on: +33535900121 (standard roaming rates apply)
  • voicemail: just call 0611 061 167 or +33 611 061 167 from your JOi number and provide your voicemail passcode. If it is the first connection, a temporary passcode is sent by SMS to your phone. The passcode cannot be created when calling the voicemail. If you are calling from your non-JOi number, you will be asked to provide your 10 digits phone number. Calling your voicemail from abroad is rated as regular roaming call.
  • local emergency services: 112 in Europe, 911 in USA and Canada.

Your PIN Code is a 4-digit number you will find on your SIM card. For security reasons, you will need to enter the PIN code when using your SIM card for the first time. By default, your PIN code is 0000. This feature can be easily disabled via your mobile settings.

If you have entered the wrong PUK code 10 times, please contact our Customer Services via chat and we will help you.

When you have an active Internet Option, your phone will be automatically set up to use MMS. However, sometimes you need to enter some settings manually in the Settings section of your phone in order to make it work.

  • APN: sl2sfr
  • Username: (empty)
  • Password: (empty)
  • MMSC: http://mms1
  • MMS Proxy: 10.151.0.1:8080
  • MMS Max Message Size: 614400
  • MMS UA Prof URL: (empty)

MMS are available and free of charge if you have an internet allowance.

Your voicemail is activated by default. You can set up a four- to eight-digit PIN (Personal Identification Number) to help protect your voicemail messages. This means only you can access your voicemail and prevent other people, such as hackers, from listening to your messages. When you first set up your voicemail with us, you'll be asked to choose a PIN and record your voicemail message. You won't be able to access your voicemail from any other phone until you've set up a voicemail PIN.

To access your voicemail:

No, it’s free of charge.

Yes, just call 0611 061 167 or +33 611 061 167 from your JOi number and provide your voicemail passcode. If it is the first connection, a temporary passcode is sent by SMS to the JOi number. The passcode cannot be created when calling the voicemail. If you are calling from a non-JOi number, you will be asked to provide your 10 digits phone number. Calling voicemail from abroad is rated as regular roaming call.

Visual Voicemail means you don't have to call a number to retrieve your messages, and you don't have to listen to them. Instead just tap your Voicemail icon to see all your messages as a list on your screen. It'll show you who the messages are from, when they were left and how long they are. This option is only available with an iPhone.

The Single Euro Payments Area (or SEPA for short) is an initiative of the European banking industry that made electronic payments across the euro currency area – as easy as domestic payments, meaning bank transactions can be made faster and are more secure. It became effective since 2010.

When you provide your banking details, only the IBAN (International Bank Account Number) format is accepted. Please contact your bank to obtain your IBAN and BIC/SWIFT.

Please log into your MyJOi and go to Account info and Invoices and Payments. Select Payment Method and write your IBAN number. Please be aware that the payer must be the same as the JOi account holder. To make sure you are the owner of the bank account provided, please contact your bank.

You have access to all your previous bills and the current one on MyJOi – you simply have to log in to MyJOi.

You will receive an e-mail notification when the new invoice is ready, and it will be available on MyJOi.

You can check your usage every time you log in to MyJOi - you will be able to see current and previous usage (up to 12 months). You will also see what it is included in your monthly allowance as well as any outstanding charges.

You can pay any outstanding bills quickly and easily in MyJOi.

We will notify you by text and Notification in MyJOi when you have used 80% and then 100% of the data, minutes or texts included in your plan (where applicable).  If you go over your allowance of data, minutes or texts included in your plan, you will be charged out-of-bundle rates (you can find the current rates in our Price Guide) and any further usage may be limited to prevent unexpected high bills. This limit is determined by your billing payment history, but you can increase it each month by making a payment in MyJOi if, for example, you are going abroad and plan to use a lot of data.

RATES WHEN EXCEEDING THE MONTHLY DATA ALLOWANCE JOi S or JOi Small £3.00 per 250 MB for the first 2500 MB. Once you fully exhaust the promotional price, we may suspend your service to protect you from further charges. If you increase your limit in MyJOi, we will notify you again when you are close to your new limit and when you reach the new limit. Any usage above the limit will be charged 0.6144p per MB. Prices include VAT.

Other plans £6.00 per GB for the first 5GB. You may opt out from the data bundles (first 5GB or first 2500MB for JOi S) during the order placement. If you do not wish to have the data add-ons available for your mobile subscription once your service is already active, please contact customer services.

Once you fully exhaust the promotional price, we may suspend your service to protect you from further charges above 30 GBP. If you increase your limit in MyJOi, we will notify you again when you are close to your new limit and when you reach the new limit. Any usage above the limit will be charged 0.6144p per MB. Prices include VAT.

You can find full details of our Acceptable Use Policy in the Terms and Conditions.

Yes, if you are a JOi Mobile Service customer, you have certain usage obligations. In general, these obligations require your use of our services to be for private, personal and legitimate consumer purposes.

You can find full details of our Acceptable Use Policy in the Terms and Conditions

You may refer your dispute to ACN Consumer Services by sending your written request to ACN Communications France SAS – Service Consommateurs, (9/11, allée de l’Arche, Tour Egée, Paris La Défense, 92671 Courbevoie Cedex, France). The Consumer Services will reply to your request within thirty (30) days if we do not resolve your dispute in your favour.

If you are not satisfied with the resolution of your dispute by ACN Consumer Services, you may refer your dispute to the Ombudsman of electronic communications via its website (www.mediateur-telecom.fr) or at C.S 30342, 94257 Gentilly Cedex

If your service is not working, please follow the steps below:

  1. Double check your SIM card with at least two different 3G devices; try it in different locations to make sure that the issue is not due to poor signal at your current location.
  2. Verify there is no outstanding balance on your account to make sure your line is not suspended due to missing payment. If there is an outstanding balance, service should be restored within 24 hours once said balance is settled. If you recently made a payment and the service was not reconnected, please reboot your device.
  3. If after these tests your service keeps failing, please contact our Customer Service via chat.

When you placed your order for a JOi SIM, you paid one monthly fee in advance. This monthly fee is credited in your first bill.

You will also have a pro-rated charge for your first month, from the date you activate your SIM, or 14 days from the date of your order, whichever comes first. Your first month calls, texts and data allowance (where applicable) are pro-rated in the same way.

This means you receive and pay for a proportion of the full monthly allowance. For example, if you order a JOi Mobile SIM on the 1st of the month, but don’t activate it until the 15th, you will receive and only pay for half the full monthly call, text and data allowance (where applicable) in your first month. Any additional use will be out-of-bundle and charged accordingly. You can always check how much allowance you have in MyJOi.

Finally, your first recurring bill also includes the fee for the following month, because monthly recurring fees are always charged in advance.

Your last bill could be higher than your usual monthly charge if you cancel your subscription before the ending of your commitment period. In this case, we will charge you for the remainder of your contract.

We will remind you about any outstanding bill until we are forced to suspend your mobile service.

The Early Termination Fee is the charge applied when you cancel your subscription before the end of your contract or minimum term. The amount payable depends on the time left to run until the end of your contract: you will be billed the monthly charge for your chosen plan for each remaining month.

For example, if you cancel your subscription on 15th August 2019 and your contract ends on 5th October 2019, the Early Termination Fee will be your monthly recurring charge x 2. This is because you will have already paid for August in advance in your previous bill, but you will still have to pay for September and October (the last month is not pro-rated, so regardless of the date your contract ends, you pay for the last month in full).

The Early Termination Fee will be added to your final bill.