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WelComE Services - Providing phone calls and internet access to armed forces personnel around the world

WelComE Top Up WelComE Top Up

WelComE Top Up

Enabling deployed personnel to top up their WelComE account from theatre

Deployed personnel can top up the private side of their WelComE account from theatre by dialling *0 from any WelComE provided phone. This will connect you to the WelComE Customer Contact Centre (WCCC).

To use the top up service, you will need to provide the following information to WCCC:

  • Your name
  • WelComE 9 digit account card number
  • Your own debit/credit card details
  • The 3 digit CVV code on the security strip on the back of your credit/debit card.

Automated Top Up Service

Deployed personnel can also register for automated top-up, which will enable them to top-up out of hours on a 24/7 basis. Only deployed personnel bank account details can be used for the automated top-up. When you register for the automated top up you will receive a 20% bonus.

Contact the WCCC by dialling *0 from any WelComE provided phone to set up your automated top up service.

Family and Friends Top Up

To find out how to top up a card for your friend or loved one please visit the Family and Friends section.

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WelComE Top Up TextLink

TextLink

Provides emails, text messages, postal letters and daily news updates

TextLink provides users with the capability to send and receive emails and SMS messages. TextLink also enables users to send postal letters to UK addresses.

TextLink Allocation

Personnel at certain Forward Bases will receive a TextLink allowance. Users are allocated 200 units a week funded by the MoD, this is capped at a limit of 400 units. For example: if you have 375 units prior to the top up each Sunday, you will receive 25 additional units that week.

TextLink Charges

  • Emails cost 4 Units
  • SMS messages cost 3 Units
  • Postal letters cost 8 Units
  • It costs nothing for users to retrieve their messages.

In addition, daily news & sports highlights are published on TextLink terminals.

TextLink Fault Reporting

For fault reporting on this service only, press and hold 3 on the Iridium phone provided with the kit.

Family and Friends TextLink User Guide

To find out how to receive and reply to text messages and emails from your loved one in-theatre please visit the Family and Friends section.

Please check with your mobile phone provider for SMS message rate.

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Wi-Fi Wi-Fi

Wi-Lite®

Enabling deployed personnel access to their emails from the privacy of their accommodation in theatre

To complement the internet service, Wi-Lite was rolled out in Afghanistan in 2008 as a Wi-Fi based messaging service only in Main Bases.

This service enables personnel access to their emails from the privacy of their accommodation. To achieve this, personnel are encouraged to take their own laptops to theatre.

For more information on laptop compatibility and user instructions please contact the WelComE Customer Contact Centre (WCCC) or follow the steps in your user guide which is available from the WelComE engineers on site or via the Bastion or Kandahar WelComE Information Centres.

The service is not intended to support web browsing or for downloading information.

For web browsing and downloading, users are recommended to use the cabin facilities for internet access. Please note that the internet and Wi-Fi facilities are subject to MoD content blocking policy.

Wi-Fi in Afghanistan Forward Bases

Ensuring personnel have access to welfare communication in remote locations is important to the MoD therefore, in addition to BGAN Internet and TextLink, Wi-Fi is now available in some Forward Bases across Afghanistan.

Wi-Lite tips for Deployed Personnel

  • Use only as a messaging service and not to browse the web or download information
  • Use the mobile version of websites e.g. instead of http://www.facebook.com, go to http://m.facebook.com
  • If you experience trouble logging on to the Wi-Fi network, this may be because an OP MINIMISE has been enforced; check for details in theatre
  • If you have any auto updates active other than your antivirus software, ensure that they are turned off
  • Follow the steps in your user guide which is available from the WelComE engineers on site or via the Bastion or Kandahar WelComE Information Centres

How to Contact WCCC

Contact the WCCC by dialling *0 from any WelComE provided phone.

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Family & Friends Family & Friends

Family & Friends

Welfare communications services for family and friends to stay in touch with loved ones on operational deployment

Family and friends can leave free voicemail messages, respond to text messages and top-up their loved one's WelComE account cards.

WelComE User Guides for the Top Up, Voicemail and TextLink services are provided below:

WelComE Top Up Service User Guide

To top-up the WelComE account card of your loved one, please call the WelComE Customer Contact Centre (WCCC) on: 0800 4334 993*

When topping up, the WCCC will need the following information from you:

  • The name and rank of account holder
  • Their 9 digit WelComE account card number
  • Your own debit/credit card details
  • The 3 digit CVV code on the security strip on the back of your credit/debit card.
  • *Calls to 0800 numbers are free from a UK landline, mobile and international call costs may vary. You may wish to check this with your mobile service provider.

Free Voicemail Service User Guide

Family and friends of deployed troops can leave a FREE** voicemail message for their loved one.

You will need to:

Dial 0800 051 0737** (freephone number when calling from a UK landline only)
Dial 0800 1808 977** (freephone number when calling from a German landline only)
Dial 8009 6337** (freephone number when calling from a Cypriot landline only)

Then:

  1. At voice prompt, enter the 9-digit WelComE account card number of the person to whom you wish to leave a message
  2. Leave your message
  3. Hang up

Messages can last up to 2 minutes each, and a maximum of 10 messages may be stored per account. Once a message has been listened to and deleted (by the recipient) another voicemail can be left.

Messages are saved for 60 days, and can be collected for free from any WelComE phone.

TextLink Service User Guide

If you receive an SMS on your mobile and it starts with username@rmparadigm.com, it means you have received a message from someone you know in theatre using WelComE's TextLink service.

If you want to reply to the message, all you need to do is select reply from the mobile phone you received the message on. You cannot send a text message from a phone that has not received a message from the TextLink service.

You can send as many replies as you wish from a phone that has received an SMS via the TextLink service.

The cost of a message is the same as the price of a UK standard SMS message at whichever rate you have with your provider.

WCCC Opening Hours

Monday- Friday 06:00 to 22:00 (UK)

Contact phone numbers

WCCC : 0800 4334 993*
WCCC (calling from overseas): +44 (0) 1438 282 121
WelComE Voicemail (UK Freephone): 0800 051 0737**
WelComE Voicemail (German Freephone): 0800 180 8977**
WelComE Voicemail (Cypriot Freephone): Dial 8009 6337**
**Free when calling from calling from the UK, German or Cypriot landlines.
*Calls to 0800 numbers are free from a UK landline, mobile and international call costs may vary. You may wish to check this with your mobile service provider.

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Account Card Account Card

WelComE Account

Enabling deployed personnel to make telephone calls from theatre

Entitled personnel** receive an account card from J1 admin staff when they arrive in theatre.

There are two sides to the WelComE account:

  • MoD funded welfare account
  • Private account

New for August 2012 - You will now receive your WelComE account card prior to deployment. You must keep this card safe as this account will remain with you throughout your career in the Military.

The MoD funded side of the account card is pre-stored with 10 minutes for immediate use once you have arrived in theatre. The J1 admin then has to register the card with WelComE in order to activate the card to receive the weekly 30 minutes.

Once the card has been activated, entitled personnel will receive a further 30 MoD-funded minutes each week on the welfare side of the account, at midnight on Sundays.

The private side of the account card enables personnel in theatre or family and friends to top-up their account.

**Entitled personnel: Service personnel (military and civil service) and where appropriate, contractors deployed on operations, exercises and other deployments expected to last 2 months or more, with a designated name and under the operational command of PJHQ. For more information please contact PJHQ or welfare officer.

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Voicemail Voicemail

Voicemail

Our service Enables family and friends to leave FREE** voice messages for deployed personnel

The WelComE voicemail service allows family and friends to leave FREE** voice messages for deployed personnel. Your friend or loved one will be able to access and retrieve your messages free** of charge.

Voicemail User Guide for Deployed Troops

You will be notified of any New or Old voice messages that exist, each time you use your WelComE account card. When prompted, just press the * key to access the Voicemail Service. The following options will then be available:

Press 1 to replay a message
Press 4 to repeat the previous message
Press 6 to move forward to the next message
Press 8 to delete the current message
Press # to exit the voicemail system.

Messages can last up to 2 minutes each and a maximum of 10 messages may be stored per account. Once a message has been listened to and deleted (by the recipient) another voicemail can be left. Messages are saved for 60 days, and can be collected for free** from any WelComE phone.

Voicemail User Guide for Family and Friends

Family and friends can leave messages from anywhere in the world. Leaving a message is free** for anyone using a UK, German or Cyprus landline.

**Free when calling from calling from the UK, German or Cypriot landlines.

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Contact Us Email
Telephone 0800 4334993** customersupport@paradigmservices.com

Call *0 from any WelComE provided phone in theatre.
If you are calling out of hours, please leave an UNCLASSIFIED voicemail message with your contact email address and we will be in touch with you the next working day.
**Calls to 0800 numbers are free from a UK landline, mobile and international call costs may vary. You may wish to check this with your mobile service provider.