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Neptucom is an Israeli telecom company founded at the end of 2021 as part of the Sound Track Israel Ltd. group (STI), which has been active in telecommunications since 2005.

Neptucom operates as amobile virtual network operator (MVNO) licensed by the Ministry of Communications, and provides communication solutions to private and business customers in Israel and abroad.

The company's activities include:

• •Mobile services in Israel under the WAVE brand
• •eSIM and international data solutions through Neptucom Roaming
• •Additional communication services based on the Sound Track Israel group's infrastructure

The group has been active in telecommunications for over 20 years. Its offices are located at 9 HaDuvdevan Street, Kiryat Ono.

Number porting lets you switch from one mobile company to another while keeping your existing Israeli phone number.

Porting to Neptucom: After you order, you will receive a link by WhatsApp and email to complete the porting process. Choose your device type (iPhone / Android) and follow the instructions. Once verified, the system continues the porting automatically.

Porting center operating hours:

• •Sun–Thu: 08:00–20:00
• •Fri: 08:00–13:00

If you approve the request outside operating hours, it is saved and continues automatically when the porting center opens.

Porting from Neptucom to another company: Always possible. Neptucom does not block porting. Contact the new company and follow the regular number portability process.

Yes, in many cases you can. If you download the relevant maps in advanceGoogle Maps for offline use, you can open the map without an internet connection.

The phone usesGPS to determine its location, so you can sometimes see the plane's approximate position on the map — without mobile data or Wi-Fi.

A tip from Neptucom: If you sit by the window, your phone may find it easier to pick up a GPS signal. Downloading the map in advance lets you view it without internet, but it does not turn Google Maps into a flight-tracking service.

In-flight internet is expensive for several structural reasons:

• •Very expensive infrastructure — data is transmitted via satellites or ground antennas, at a cost of millions of dollars per aircraft
• •A limited market — airlines are tied to specific providers, with no real competition
• •Relatively low demand — until recently most passengers did not use it, which raised the cost per user
• •Complex technology — maintaining a stable connection at an altitude of 10,000 m and a speed of 900 km/h

Things are improving — SpaceX Starlink is starting to provide faster, cheaper internet on flights, and prices are expected to drop in the coming years.

AI tools can help you plan almost your entire trip — from choosing the destination to building a daily itinerary, restaurants, attractions and a packing list.

Recommended tools: ChatGPT, Gemini, Claude, Tripadvisor (with built-in AI tools).

What to tell the AI up front: Destination, dates, number of travelers, ages, budget, interests, travel pace, whether you are renting a car.

You can ask for:

• •A daily itinerary by area
• •Restaurant and attraction recommendations by budget
• •Hotel suggestions and areas to stay in
• •A packing list tailored to the destination and season
• •A daily budget estimate
• •A rainy-day alternative
• •Useful phrases in the local language

Example of a good prompt: "I'm flying to Rome for 5 days with my partner, budget 150 euros per day per person, we love food, history and markets, no more than two attractions a day. Build an itinerary by area including restaurants, transportation and a rainy-day alternative."

With the SwellWave plan you get 5GB of data abroad every month, and data you don't use does not reset — it rolls over from month to month.

• •You can accumulate up to 60GB of data abroad over 12 months
• •For example: if you didn't use it for a month, the next month you will have 10GB available
• •Rollover period: 12 months from the date you joined (not a calendar year)
• •At the end of the 12 months, a new rollover period begins

The plan also includes 100 incoming and outgoing call minutes abroad per month as well as unlimited incoming SMS abroad.

Neptucom offers a range of plans under the brand WAVE:

Some plans support VoLTE andWi-Fi Calling. A joining fee may apply when you sign up, depending on the plan.

In Israel: Your monthly data allowance resets and renews overnight between day 1 and day 2 of each month.

Abroad: How the allowance renews differs from plan to plan — some have an annual allowance, others monthly rollover. We recommend checking your plan terms in My Account.

If you have used up your allowance before the renewal date, you can buy extra data:

• •Through My Account on the Neptucom website
• •Through a Neptucom customer service representative

There is no barrier to disconnecting or porting out. Subscribers may request disconnection or porting at any time.

However, some plans that include services abroad have a minimum price period — only if you actually used them abroad:

Switching between plans after completing 4 months (High/Surf/Reef/Peak): switching fee ₪79.

The minimum price terms are financial only and do not prevent disconnection or porting.

An eSIM is a digital SIM built into the phone, which lets you activate a mobile line without a physical SIM card. Apple supports eSIM from iPhone XS/XR onwards, Samsung in the Galaxy S and Z series, and Google Pixel also supports eSIM.

3 ways to install after ordering:

• 1.Link ONE CLICK — sent by email and WhatsApp, the simplest way
• 2.Scanning a QR Code — via the cellular settings
• 3.Manual entry — SM-DP+ details and activation code

The porting process usually takes about 15 minutes. During that time your existing line keeps working as usual.

Neptucom's eSIM is a global eSIM based on Multi-IMSI technology — the same eSIM works with your Israeli line in Israel and abroad, without changing SIMs in every country.

What is Multi-IMSI? A single eSIM can hold several network identities, which lets Neptucom flexibly manage connections to different networks in different countries. You don't need to do anything — it all happens behind the scenes.

A special advantage for travel: Also ideal for connecting flights and multi-country trips — the same eSIM stays with you along the whole route, without buying a new SIM at every destination.

Most new smartphones from recent years support eSIM:

• •iPhone XS / XS Max / XR and later (including all new models)
• •Samsung Galaxy — S and Z series and more
• •Google Pixel — many models
• •Other manufacturers — check by exact model

Quick check:

• •iPhone: Settings → Cellular → Add eSIM
• •Android: Settings → Connections → SIM manager → Add eSIM

The service is for mobile phones only, not tablets or smartwatches. We recommend running a compatibility check before you join.

You can choose Physical SIM when ordering. The SIM is shipped to you and will arrive within 5 business days at most.

• •Physical SIM cost: 10 ₪
• •Shipping cost: 29 ₪

Until the porting is complete, your existing SIM keeps working as usual — you won't be left without a phone.

In most cases porting happens automatically within about 15 minutes. If not:

Porting failed? A common cause: a porting block at your current operator. Ask your current operator to remove the block, then repeat the process.

Porting complete but the line won't connect? Check:

• •Restart the device
• •Turn on airplane mode for a few seconds, then turn it off
• •Make sure the Neptucom eSIM is turned on in the cellular settings
• •Make sure cellular data is turned on
• •Abroad: make sure data roaming (Data Roaming) is turned on
• •Do not delete the eSIM profile without instructions from a representative

No. A mobile line eSIM is designed to be active on one device at a time. You cannot install the same profile on two different phones and use them at the same time.

Changing phones? You need to transfer the eSIM to the new device. We recommend not deleting the eSIM from the old device until the transfer is complete.

Several eSIMs on the same device? Yes — many modern devices can store several eSIM profiles, but each one represents a separate line.

To use data abroad with your Neptucom eSIM, make sure thatdata roaming (Data Roaming) is turned on for your Neptucom line.

iPhone: Settings → Cellular → select your Neptucom line → Cellular Data Options → Data Roaming

Android (Samsung): Settings → Connections → Mobile networks → Data roaming

If you have reception but no data after turning on Roaming, check:

• •The Neptucom eSIM is active
• •The Neptucom line is set for cellular data
• •Turn on airplane mode for a few seconds, then turn it off
• •Restart the device
• •Do not delete the eSIM without instructions from a representative

Neptucom provides data and roaming services inmore than 120 countries around the world, through agreements with hundreds of international mobile operators.

The list of countries is updated from time to time — before your flight, we recommend checking on the Neptucom website that your destination is included.

How do I connect abroad? In most cases no special action is needed — after landing, the device searches for and connects to an available network automatically. Just make sure:

• •The eSIM is active
• •The Neptucom line is set for cellular data
• •Data Roaming is on

Neptucom's eSIM is a global — when traveling between several countries there is no need to change SIMs. The device connects automatically to an available network in every supported country.

With a Neptucom WAVE line you make and receive calls abroad on your regular Israeli number, with no special app.

When calling Israel from abroad, use the international format: +972-50-1234567 (without the 0 at the start of the area code).

The allowance is shared between incoming and outgoing calls. At 80% usage you will get an SMS alert. At 100% — no automatic overage charge applies; you will not be able to make calls until you buy more minutes in My Account.

In supported countries: calls via VoLTE Roaming. For details: neptucom.com/volte/

Backup solution: the Mobyx app for calls over a data connection.

In most countries you can use WhatsApp and Telegram as usual. In countries with restrictions (such as China), international services may be blocked on local Wi-Fi.

When you use data with a Neptucom eSIM, data traffic may be routed through international infrastructure — so WhatsApp and Telegram sometimes do work over mobile data even when they are not available on local Wi-Fi. There is no guarantee — availability depends on the country and the operator.

Try first: Turn off Wi-Fi → make sure the eSIM is active → turn on Data Roaming → open the app.

Alternatives in China: WeChat (we recommend installing it before the trip), iMessage (for Apple users).

Yes — in most destinations you can use your regular Netflix account abroad, without opening a new account. Netflix is available in more than 190 countries.

The library may change depending on the country you are in, because broadcasting rights and licenses differ from country to country.

Hotel/Airbnb TV? Netflix may show a security check (Netflix Household). Choose "I'm Traveling" and get a temporary code by email or SMS.

Watching over Neptucom data: Works like any streaming service. Note — HD/4K video uses a lot of data. We recommend downloading content in advance over Wi-Fi.

You can use Waze andGoogle Maps abroad with your Neptucom data package exactly as you do in Israel.

Before you open them: Make sure the eSIM is active → Data Roaming is on → location services (GPS) are on.

Waze — great for navigation with real-time traffic. Requires an active internet connection.

Google Maps — good for both navigation and finding places. Lets you download a map in advance (Offline) as a backup in areas with limited reception.

Both apps use data from your data package. For trips to remote areas, we recommend downloading a map in advance inGoogle Maps.

Yes — you can turn on Hotspot and share your data connection with a computer, tablet or another phone, with no need for a separate package.

All data used by connected devices is counted from the same Neptucom data package. Using a Hotspot — especially for video, downloads or software updates — can use up your allowance quickly.

We recommend keeping track of your balance in My Account. Alerts are sent at 80% and 100% usage.

Try the following steps in order:

Reception but no data? Check that the Neptucom line is set for cellular data, Data Roaming is on, and the APN is set to: internet

With Neptucom, your Israeli number keeps receiving SMS abroad — OTP codes, bank messages, app updates — unlimited and at no extra charge.

Make sure your SIM/eSIM is active and Roaming is on. If SMS messages don't arrive, contact Neptucom support — SMS can also be forwarded to your email address.

You will get an alert at80% usage and at100% usage. You can buy an extra top-up in advance through My Account or a service representative.

If you topped up before the package ran out, the top-up kicks in automatically as soon as the current package reaches 100%. No further action is needed.

The 5G icon indicates the type of network connection, not a guaranteed speed. Several factors affect the actual speed:

• •Load on the local network — airport, stadium, city center
• •Not all 5G frequencies are fast — some are mainly meant to extend coverage
• •Distance from the antenna, walls, underground floors
• •Abroad you use data through a local operator — it depends on its infrastructure

Try: Airplane mode → off → on. Try switching to 4G/LTE temporarily — it is sometimes more stable and faster than a weak 5G.

Monthly mobile subscription: Yes, the price includes VAT as required by law. The price shown is the price you will actually pay.

Temporary data package abroad: The price shown is final. The invoice will not show a separate VAT component, based on how the service is classified.

You can pass invoices on to your bookkeeping — but if the invoice shows no VAT, input VAT cannot be offset.

You can request disconnection at any time. Billing stops according to the dates set by law, and where a pro-rated calculation is required, it will be calculated accordingly.

Cancelling the line does not erase debts already accrued. If a minimum price term applied because of use abroad, a balancing charge may apply according to the plan.

The billing date is set by the date the line was activated / the porting was completed, and there is no automatic right to change it. To request a change, contact customer service to check whether it is operationally possible. Until approval, the existing date remains in effect.

Contact Neptucom with the charge amount, the date and the last four digits of the payment method. Neptucom will look into your inquiry.

Even someone who is not the line holder (such as the cardholder) can receive limited information for the inquiry — amount, date and the company's identity — without private usage details.

The charge is based on the plan, approved add-ons and additional purchases. The details of each component appear on the invoice. If a component is unclear, contact customer service to look into it.

Yes — buying data beyond what is included in your plan is a separate additional purchase. Before you confirm, the price, volume, validity and relevant countries are shown. You can do this through My Account or with the help of a representative.

Some plans have a one-time joining fee:

There may be separate charges for a physical SIM (₪10) and shipping (₪29) if selected and approved.

Each line has its own service cycle, which starts on the day the line is activated / porting is completed — not necessarily on day 1 of the month. A pro-rated charge is mainly relevant when the service ends before the end of a billing cycle.

For communication services in Israel only — no commitment. You can disconnect/port out at any time.

Plans with services abroad have a minimum price term only after actual use abroad:

• •Breeze/Swell Wave: balance up to 3 billing months
• •High/Surf/Reef/Peak Wave: balance up to 4 billing months

Receiving SMS only while abroad does not trigger the term. Switching plans after 4 months (High/Surf/Reef/Peak): ₪79.

You can change your payment method through My Account (when the option is available) or through customer service. Removing a card is not the same as requesting disconnection — to end the service, you must submit a separate disconnection request.

A monthly billing invoice is sent to the email address you registered with, on the billing date. Also check your spam/promotions folder.

To get a copy:

• •My Account (being rolled out gradually to all customers)
• •WhatsApp: 055-70-50-500
• •Email: [email protected]

In your request, include the line holder's details and the relevant month/period.

Yes — the payment method holder can be a different person. Neptucom may ask for verification that the use is authorized.

Paying for a line does not give the cardholder ownership of the line, the right to make changes or access to usage data — unless appropriate authorization has been granted.

A charge may fail for various reasons: a card that has expired, been replaced or cancelled, an exceeded credit limit, or a payment processing error.

What to do: Update your payment method as soon as possible. Once it is settled, you can continue to receive service.

If charges failed for several months — once the card is valid again, the system may collect several accumulated charges. This is not a double charge — each charge relates to an unpaid period.

Neptucom sends three email alerts. The third alert comes before disconnection — deal with it as soon as you get the first one.

The charge is made on the day after your service cycle starts — the day the porting was completed or the line was activated — on the same day every month.

Example: Porting completed on day 12 of the month → charge scheduled for day 13 of every month.

The date the charge actually appears on your card may be slightly later, depending on the credit card company's processing times. The billing date is not necessarily the date your data allowances renew.

Monthly subscription / line porting: A regular Israeli credit card that supports recurring charges (Visa, Mastercard, Amex, Diners). Not accepted: Debit, tourist card, standing order (direct debit), PayPal, bit, Apple Pay, Google Pay.

One-time purchase (package abroad): More flexibility. Not accepted: PayPal, tourist card, Debit.

If a regular credit card is not approved — check that it is active, open to online transactions and allows recurring charges.

You can update your credit card details through My Account (when the option is shown) or through customer service. Promptly update a card that has been cancelled, replaced or restricted — to avoid a failed charge and an interruption to your service.

Go to the website neptucom.co.il, choose a package and complete the payment. After signing up, you will receive a link to install the SIM/eSIM.

After ordering on the Neptucom website, you will receive a link by WhatsApp and email to complete the porting. Choose your device type (iPhone/Android) and follow the instructions. The porting process takes about a quarter of an hour — your current line keeps working until it is complete.

Go through the steps in order:

eSIM installed but no data? Settings → Cellular → Neptucom line → Data Roaming: turn it on. APN: internet

Settings → Cellular → (select the Neptucom line if you have several) → Network Selection → turn off Automatic → wait for the list → choose an available network.

If a network won't connect, try another one. Once the connection is working, you can switch back to automatic.

Then also check: Data Roaming is on, the Neptucom line = the data line, APN = internet

Settings → Cellular → (select the Neptucom line) → Cellular Data Network → APN field: enter internet → leave the username and password blank.

Restart the device and check again. Also make sure the eSIM is active andData Roaming is on.

If "Cellular Data Network" doesn't appear, contact Neptucom support.

Contact Neptucom support immediately — the support team will block the line on the stolen device and help issue a new eSIM for a replacement device.

• •Buy a replacement device that supports eSIM (no need to wait for a SIM to be shipped)
• •Neptucom will issue a new eSIM and guide you through the installation
• •Use Find My (Apple) / Find My Device (Google) to lock/erase remotely