FAQ

Our branches are open on weekdays at 8:00 am with Cashier Services until 3:30 pm and Customer Services until 4:00 pm.

For Business Applicants: 

• Chambers of Commerce form no older than six months 
• A valid ID of 1 of the directors on chambers

For Residential Applicants: 

• A valid ID 
• Postpaid plans: registration form or GEBE utility bill 

All TelEm invoices are sent electronically to your registered email address. Make sure your account information is up to date. If you wish to update your email address, please send an email to info@telemgroup.sx. Make sure to include your account number and a copy of a valid ID/passport of the account holder.

Please see below for international account information:

Swift Info & Wire Transfers  

All wire transfers in Euro’s and US Dollars are to be directed to ING Belgium for Euro’s and to Standard Chartered Bank for US Dollars:  

Payments in USD  

Standard Chartered Bank, One Madison Ave.  

New York City, N.Y 10010-3603 U.S.A  

SWIFT BIC: SCBLUS33  

Beneficiary Bank: The Windward Islands Bank Ltd.  

SWIFT BIC: WISBSXSM  

Payments in EUR  

ING Belgium SA/NV, 24 Avenue Marnix,  

B-1000, Brussels, Belgium  

SWIFT BIC: BBRUBEBB  

Beneficiary Bank: The Windward Islands Bank Ltd.  

SWIFT BIC: WISBSXSM  

For final credit to:  

St Maarten Telecommunication Operating Company   

Soualiga Blvd #5, St. Maarten  

Acc nr: 22564709 (USD) 

You can report your outage by contacting our Helpdesk on 548-HELP (4357) or via WhatsApp. Once you have reported your issue, a technician will be assigned to your case. Our technicians will assist you between 3-5 business days. However, this time span may vary depending on how severe an outage is.

All Prepaid credit is valid for 60 days from the time of last Top-Up: whether you Top-Up $1 or $100. If no Top-Up has been purchased for 60 days, you have a 7-day grace period in which you are able to stay connected and receive incoming calls and SMS messages even without credit. Should you purchase Top-Up within the 7-day grace period you will automatically recover any lost credit. If you do not Top-Up within 7 days, your account will expire, and any unused credit will be lost.

How long is my Prepaid Top-Up credit valid for?

All credit is valid for 60 days from the time of your last Top-Up.

Can I receive calls after my credit expires?

Yes! Even without credit, you receive incoming calls and SMS messages, within a 7-day grace period.

What happens if my credit expires?

Top-Up within 7 days of expiration to recover any expired credit.  If you do not Top-Up within 7 days your accounts will expire, and unused credit will be lost.

Become a TelEm subscriber by purchasing a TelCell SIM card for $20 (includes $10 call credit), at one of our resellers or visit one our TelEm branches. Click here to see a list of our resellers.

Recharge your Prepaid account with the purchase of a Top-Up card or purchase your Top-Up by a reseller or TelEm branch. Provide the agents with your phone number and the amount you would like to add to your account. Top-Up any amount between $1 to $200 at a time. The credit will be added to your mobile prepaid account instantly.
Alternatively, you can Top-Up online by visiting www.telcelltopup.com

Share Credit
SMS “CT NUMBER AMOUNT” to 6663
Example: CT 5231234 10 (Must include spaces)
Send the SMS and confirm by reply “A”

Receive Credit
SMS “CR NUMBER AMOUNT” to 6663
Example: CR 5231234 10 (Must include spaces)
Send the SMS and confirm by reply “A”

Note: Minimum $5 and Maximum $30 for both sending and receiving. Charges are 25 USD cents per transaction.

SMS “NUMBER” to 121. You will receive an automatic response SMS with your phone number.

Mobile Prepaid gives you access data in 3 easy steps:
· Recharge your account
· Set your APN settings
· Activate a data plan or use Always On Data

Follow the easy steps below to set up your TelEm data settings:
iOS

1. Go to Settings
   1. Cellular or Mobile Data
   2. Cellular Data Options or Mobile Data Options
   3. Cellular Network or Mobile Data Network.
2. Enter the settings internet.telcell.an in all APN fields.

Android

1. Go to your phone settings:
2. Click on:
   1. Connections
   2. Mobile Networks
   3. Access Points Names
3. Create a new access point:
   By Name add: TelCell
   b. By APN add: internet.telcell.an
   c. By Authentication type: select PAP or CHAP

Always On Data ensures your Top-Up gives you access to continuous data connectivity with standard rates. All Mobile Prepaid customers can take advantage of Always On Data once you have sufficient core balance and the APN in your mobile device.

Always On Data is the default way for Mobile Prepaid customers to have access to data, however, should you wish to not utilize this service you can either opt for a Prepaid Data Plan or simply turn off your mobile data.

iOS

1. 1. Go to Settings
2. 2. Tap Cellular or Cellular or Mobile Service
3. 3. Switch off Mobile Data

Android

1. 1. Go to Settings
2. 2. Tap Connections
3. 3. Tap Data usage.
4. 4. Tap Mobile data slider to the left.

Mobile Prepaid customers will be charged $0.10 per 20MB, and it will be deducted from your core balance.

How to register at a WIB ATM

1. Choose Phone Recharge from the main option screen
2. Choose SMS Registration
3. Choose your Telephone Service Provider
4. Enter your mobile telephone number
5. Choose if you would like to recharge other phones
6. You will then receive a registration receipt from the ATM

Once the process has been completed, you will receive a SMS message confirming registration. In this SMS message your Passcode will be delivered. This Passcode is needed to send all recharge requests and should be kept in a safe place.

How to recharge at a WIB ATM
Send an SMS to 1111 with the text: RCPasscodeAmount

How to view transaction history
To view transaction history: Send an SMS to 1111 with the text: HPasscode

How to request for help
For Help: Send an SMS to 1111 with the text: Help

How to Cancel WIB Easy Charge
To cancel your WIB ATM registration follow the steps below:

1. 1. 1. Choose Phone Recharge from the main option screen
      2. Choose SMS Registration
      3. Choose Cancel SMS Registration
      4. Choose your Telephone Service Provider
      5. Enter your mobile telephone number
      6. You will then receive a cancellation receipt from the Bankomatiko

To apply for a Mobile Postpaid plan, the following is required: 

• Valid ID/Passport
• A Census registration form or GEBE utility bill no older than 6 months (address must be the same as where service will be provided). 
• Copy of the account holders’ last two (2) pay slips. 

Upgrades cannot be done via the phone as documentation is needed to perform any alterations, however an alteration form can be sent to info@telemgroup.sx with the required documentation.

You can activate 1GB of data for $10 by texting “DATA ON” to 3230 

You can activate 1GB of data for $10 by texting “GO ON” to 1030 

 International roaming is when you connect to a mobile network in a country other than the one you reside. This includes making or receiving voice calls and text messages, or browsing the internet, sending, or receiving emails, etc. 

Your mobile phone will not automatically work in every country. If you want to use your mobile phone while you’re away, before travelling, contact Customer Service to inquire if you will be able to use your mobile phone in your destination.  

You can accumulate roaming charges simply by leaving your phone turned on while travelling outside your home network – some apps automatically send and receive data even if it doesn’t look like your phone is doing anything. You can, however switch this off this feature. Please see our tips below on how to help manage your roaming charges. 

Since TelEm has introduced Roam as Home, where roaming rates are more structured per region, there is no need to switch off the roaming feature in your phone’s settings. If you are travelling to regions that falls outside our Roam as Home regions, such as Asia or Africa, you may consider switching off and on the roaming feature in your phone’s settings to manage your roaming charges.  

E.g., switch off the roaming feature while in places where WIFI is available for free. In iOS, the toggle switch is under Settings > Cellular. In Android, it’s under Settings > Wireless & Networks > Data Usage 

Once you turn off data roaming, you won’t have access to mobile data outside of TelEm’s service area while roaming (also while on French Saint Martin). 

No, receiving text messages (SMS) is not charged.  

Roaming is activated by default through the settings on your phone. While travelling you control if you make a voice call, answer an incoming call, or send an SMS.  

Since you are not able to control some applications using DATA in the background you can activate/deactivate DATA Roaming to help manage your roaming charges.

Android: 

1. Tap “Settings.”
2. Click “Connections.”
3. Select “Mobile networks.” (3G/4G/auto connect), (we are not 5G as yet)
4. Switch on “Data roaming.”

iOS: 

1.  Open Settings. 
2. Tap Cellular or Cellular Data or Mobile Data. 
3. Then tap Cellular Data Options. (3G/4G/auto connect)
4. Turn on Data Roaming.

• Check that international roaming is turned on for your account before traveling 
• Check whether the option ‘Data Roaming’ is enabled in your device settings.  
• Restart your device several times while abroad.  
• Try to establish a connection with the different local networks manually through your device settings. One network may provide a more stable connection than another. 

Should none of the above work, please contact TelEm’s Help Desk via 1-721-548-HELP (4357) for further assistance.  

1. Before you leave confirm with TelEm’s Customer Service that Roaming is deactivated on your account. 
2. While abroad turn off DATA roaming, as this stops cellular data use only, but still allows you to connect to Wi-Fi. Do not make nor receive voice calls and do not send SMS.  

Android: 

• Head into your Settings > Connections 
• Select Data Usage 
• Tap on Billing cycle and data warning 
• Toggle on Set data limit
• Tap on Data Limit and type in your new cut off limit, if you tap on  you will be able to choose between MB to GB. Once complete, select Set to apply changes. 

iOS: 

• Open the settings app on iPhone > Tap on Cellular.
  Next, Enable Cellular Data toggle, and Tap on Cellular Data Options > Enable Low Data mode toggle.To track Cellular Data usage: Settings > Cellular > Cellular Data Usage

Background App Refresh (iPhone/Background Data Usage (Android) runs in the background to allow your apps to search for new information. For example, an email app is constantly updating for new emails (the frequency may vary). When your apps do this, not only is this using DATA, but it also drains your batter. To manage this please follow these steps: 

To turn off Background App Refresh for a specific app on your iPhone and iPad 

1. Go to Settings > General > Background App Refresh. 
2. Go to Settings > General > Background App Refresh.
3. From the list of apps shown, use the toggle to turn Background App Refresh on or off for each app. 

To turn off background data usage on your Samsung  

1. Open Settings, then tap Connections > Data usage. 
2. From the Mobile section, tap Mobile data usage.
3. Select an app from below the usage graph.
4. Turn off Allow background data usage.
5. Follow these steps for each app you would like to restrict from refreshing in the background 

• Disable auto play videos on social media app by changing the app settings
• Limit using location services. Some apps use your current location to help make them more convenient
• Connect to Wi-Fi for activities that use up a lot of data such as streaming videos, downloading apps, or checking maps
• Fully close down your apps when you’re not using them
• Turn off push email notifications so that your device is not constantly looking for emails to download. Manage these notifications in your Push or Sync settings, depending on your device
• To prevent roaming charges completely when traveling, put your phone on Airplane of Flight mode. If you still want your device available for calls or texts, turn data roaming off.

Recharge your prepaid landline account with either a Top-Up card, machine, or online. Simply visit one of our resellers or TelEm branches. Provide the agents with your phone number and the amount you would like to add to your account. Top-Up any amount between $1 to $200 at a time, which will be received instantly to your prepaid account.

If you have a Duo Play prepaid package the $10 credit will be applied to your landline account once your open balance bill is paid in full. Credit will then be applied within 1-3 business days. 

In order to service all our customers TelEm has different mediums available to deliver internet to your home. The type of medium used depends on the area you are located and what is available.

DSL
DSL is an internet service that is delivered to your home via copper telephone lines.

Fiber
Fiber is used to deliver high-speed internet service to your home via a Fiber cable by transmitting information in the form of light rather than electricity.

ConnectME
ConnectME delivers internet service to your home via modem and our LTE network. Time of day or night and general usage in your area may also affect your internet and browsing speeds. ConnectME is to be used in areas where Fiber or DSL connection is not available.

ConnectME delivers internet service to your home via modem and our LTE network. For this connection installation is not needed. Upon application you will receive your modem and your connection will be active right away.

You can apply for Fiber online at www.telem.sx/fiber. Alternatively, you can fill out an application at one of our TelEm branches with the assistance of our customer care team.  

Find out if your street is Fiber ready by visiting www.telem.sx/fiber-streets.  

If your street is not Fiber ready stay up-to-date on our Facebook page.

In the meantime you can enjoy our services on DSL. Visit the internet page for more information.

TelEm Fiber offers you faster speeds for the same price. Once your street is Fiber ready, upgrading will allow you to experience better service. If you live in a Fiber ready area soon we will discontinue the copper network in your area. Stay connected and upgrade to Fiber.  

To check your balance with fiber connection dial: *512# 

Fiber installation is currently ANG 225. You may be eligible for a discount or free Fiber installation if you are in a new fiber area. Contact our customer care team on 611 or 548-HELP (4357) for more information.  

Upload speeds are standard based on your internet package. Upgrading your internet package is the best way to increase your upload speed. Please visit our internet page and select the speed most appropriate for you.

TelTV+ is St. Maarten’s brand-new IPTV High-Definition television service. Featuring 150 channels and a host of power-packed features for all tele-viewing tastes, TelTV+ is designed to be affordable and caters to all age groups and a diverse St. Maarten community. Key features of TelTV+:

• Customized packages for Sports, Entertainment or Movie lovers.
• Personal live recording of shows and events.
• Option to view programs on cell phones, PC and TV, anywhere and at any time.

Click here for more information about our TelTV+ packages.

TelTV+’s Basic Package, with 100 channels, is $35 per month and Premium Package, with 150 channels, is $75 per month. Additional packages such as Entertainment and Movies packages is $15 per month. The Sports package is $20 per month. Click here for more information about out Triple Play Plans.

You can apply online or visit one of our TelEm branches. Once you submit your application you will soon be contacted to finalize the installation process.  Click here to apply online.

TelTV+’s Basic package hosts 100 channels that can be complimented with 3 add-ons: Movie package with 8 channels, Entertainment package with 30 channels, and Sports with 3 channels. You can either individually choose your add-ons or take all with our Premium package which boasts 150 channels.

Click here for more information about our channels.

To optimize your experience on TelTV+ we recommend a minimum DSL or Fiber connection of 12 Mbps. Click here for more information about out Triple Play Plans.

Your TelTV+ set top box comes with a username & password which provides you with access to 3 simultaneous streams from different devices (i.e. TV, computer, phone, or tablet). Each additional set top box provides you with 1 additional login. A maximum of 5 simultaneous streams is permitted per account.

Setting up your TelTV+ box is as easy as 1, 2, 3!

• Connect the set top box to your TV via a HDMI or A/V cable, as well as your Ethernet cable (RJ45),
• Turn on the set top box, once the TV launcher interface of TelTV+ is displayed,
• Proceed to sign in with your login details (Username & Password provided by Customer Service).

Once you are logged in, begin setting up your profile, once your profile has been created and confirmed, you will automatically be taken to the TelTV+ platform. Next, the main menu will show different options such as, Home, Television, Recordings, TV Guide, Radio, and Settings, for you to choose from as you navigate through your new TelTV+. Once you have arrived at this stage you have the option to personalize your channels and more.

Your TelTV+ Box is ready for you to experience and explore all your favorite channels now.

Unfortunately, you can no longer apply for CableTV. However, our Tripleplay packages include TelTV+, which gives you channels to meet your viewing expectations.