Frequently asked questions
Q: How much does it cost for a Prepaid connection?
A: Celtel Prepaid starter packs cost Kenya Shillings 290.00 (VAT inclusive). Q: How do I topup the airtime credit on my phone? A: Enter the following sequence: - *122*
- The 14 digit code followed by #
- Then press send
Your phone will display your new credit balance after your TopUp card has been credited to your account. Q: How do I check my credit balance? A: Enter the following sequence: *133# then press Send. Your handset will display your current credit balance. Q: How do I check my profile? A: Enter the following sequence: *123# then press Send. Your handset will display your current profile. Q: How do I change my profile? A: Enter the following sequence: *123*(profile of choice)# then press Send. Your handset will display your current modified profile. Q: How do I check my 'friends and family' numbers? A: Enter the following sequence: *124# then press Send. Your handset will display your current friends and family numbers. Q: How do I change my 'friends and family' numbers? A: To add a number, enter the following sequence: *124*1*(phone number)# then press Send. A: To delete a number, enter the following sequence: *124*0*(phone number)# then press Send. Q: Where can I buy TopUp cards? A: You can buy TopUp cards at numerous kiosks, shops, supermarkets, Dealer and Celtel Shops countrywide. Look out for Celtel branded outlets. See our full list of shops and dealers. Q: Where does Celtel have coverage? A: Click here to see our coverage map. Q: What is a personal identification number (PIN)? A: A PIN is secret code that protects your SIM card from being used if it is stolen. When you use your SIM card for the first time, the code is inactive so that you can use your phone as soon as the battery is charged. When you activate your PIN, you must enter your code each time you switch on your phone. This means that only you, or someone who knows your code, can use your phone. To activate your PIN, read the instructions in your phone's manual, or call the Celtel Customer Care. Q: My phone says PUK. What does it mean? A: PUK is an abbreviation for PIN Unblocking Key. Your phone will display this message if a wrong PIN number has been entered more than three times. Take your phone to any Celtel outlet and they will unblock it for you. Click here to find the list. Q: When people call me, they can't get through. Instead they are asked to leave a message. What's going on? A: Voicemail is a service that operates automatically when your phone is not answered, out of reach of the signal or switched off. If your phone is not being answered for one of these reasons, Voicemail will automatically ask callers to leave a message. It is also possible that you have set up 'divert to Voicemail' on your phone. Find out more about using Voicemail. Q: How do I activate voicemail? A: Find out more about activating Voicemail. Q: Why does my phone give a busy tone when I try to call another number? A: This is probably because the person you are trying to reach is engaged (already on the phone). But you should also check carefully that you are dialling the number correctly. Q: Why does my phone say 'SIM rejected' or 'Registration failed'? A: This means the SIM card is damaged, either because someone has entered a wrong unblocking code or because the phone itself has been damaged. Always handle your SIM card with great care. If your SIM card is not working, visit one of our offices and we will replace it for you at a charge. Q: I have lost my phone and there is some credit still left in it. Can you refund me? A: Yes. If you buy a new SIM card we will transfer your credit to the new SIM card. For more details, please contact the Customer Care team. Q: My phone has been stolen. Can you block it? A: For the safety of all our customers, we need written instructions to block a number. Please avail the following documents to the nearest Celtel Shop: - Copy of a duly completed abstract form from the police with the following information; customer name, MSISDN, ID number, IMEI number, model/brand of phone, date of loss, date of reporting to the police, circumstances of loss, occurrence book reference, and police post reported at.
- A duly filled in blocking request form that is available in the Celtel shops OR write a letter requesting Celtel to block the handset.
Send the police abstract with the letter to: Customer Care
Celtel Kenya Ltd.
P.O. Box 42964, GPO 00100
Nairobi Q: I want to see my call history. Can you print it for me? A: The call history (or call log) is only available to Post-paid customers. Q: What advantages does Celtel have over other networks? A: Celtel has a higher-quality network with wider geographic coverage and plenty of additional services. We have competitive personal rates and business rates to suit your pocket, and excellent Customer Care. Q: Do you repair phones? A: No. Our business is the provision of airtime. The dealers who sell our products also have technicians who will repair your phone. See our full list of shops and dealers. Q: How do I dial an international number? A: Read our guide to dialling international numbers. Q: Why does my phone tell me that my TopUp card has already been used? A: This means you have already topped up your credit using this card. Dial *133# Send to confirm your credit, and buy a new TopUp card if necessary. Q: What is Roaming? A: Read our guide to Roaming. Q: In which countries can I roam? A: See our list of countries where you can roam. Q: Why don't I have a signal on my phone? A: There are three possibilities: Q: To which countries can I send international SMS text messages? A: Read the list of countries to which you can send SMS text messages. Q: What is Celtel SMS message centre number? A: Celtel's SMS Message Centre Number is: +254733000810.
For detailed information on how to enter the Message Center Number, please refer to your handset's users manual or call Celtel Customer Care.
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