5G is the fifth-generation mobile communication technology that enables mobile devices to connect to the internet at significantly higher data speeds and ultra-low latency. Operating on higher frequency bands, it allows a vast number of devices to communicate seamlessly and simultaneously.

5G technology reduces network latency up to 5 times, bringing data transmission response times down to milliseconds. It enhances your connectivity with ultra-fast downloads and uploads for everything from movies and music to emails, files, and applications. Furthermore, it is the most energy-efficient standard among all mobile generations, optimizing network power consumption and potentially extending device battery life up to tenfold.

5G delivers substantial advancements over 4.5G in terms of throughput, latency, and network capacity, offering a much faster, highly stable, and uninterrupted connectivity experience. Beyond empowering individual mobile data usage, these upgrades enhance operational efficiency across various ecosystems, including smart cities, autonomous systems, and digitalized industries.

Anyone with a 5G-compatible device and a provisioned SIM card can benefit from 5G technology.

To switch to 5G, you can update your subscription preferences via the Turkcell App or activate the service by sending an SMS with "5G" to 2200.

You can adjust your subscription settings through the Turkcell App or opt out by texting "4.5G" to 2200.

There is no charge for using 5G; usage is deducted directly from your existing tariff's data allowance. (For international usage, data will be metered against your roaming plan's data balance.)

No, you can continue to use all available core tariffs and promotional campaigns without any service restrictions.

3G-compatible SIM cards do not support 5G technology. However, your existing 4.5G SIM card is fully compatible with and supports 5G.

5G technology provides significantly higher data transfer speeds (throughput) but does not alter the absolute size of downloaded files. However, due to shifting user consumption habits driven by these high-speed capabilities, you may experience quicker data depletion.

To activate the international calling feature, you can send a free SMS with "YURTDISI ARAMA" to 2222. To deactivate it, simply text "IPTAL YURTDISI ARAMA" to 2222.

If you are calling a Turkcell subscriber who is currently abroad, you can dial their number normally.

For all other international calls, you must use the format: [International Exit Code (+)] + [Country Code] + [Phone Number].

No, receiving incoming calls from abroad while you are in Türkiye is completely free of charge.

You can obtain details by calling Customer Services at 532.

To activate international roaming for an individual line, the legal account holder or an authorized user must apply. This activation can be processed via Customer Services at 532 (or +90 532 532 00 00 from abroad), at TIM and Turkcell Stores, through the Turkcell App, or by sending an SMS to 2222.

To check your roaming status while in Türkiye, you can text "INTERNATIONAL", "ULUS", "ROAMING", or "ROAM" to 2222. To deactivate the service, send an SMS with "IPTAL ROAM" to 2222.

You can place a call by adding the "+" sign and the relevant country code before the number you wish to dial. Your device will typically select the partner network with the optimal coverage automatically. If necessary, you can also select the operator manually through your phone’s settings menu.

If the "Tarifen Yurt Disinda Gecerli" (Your Tariff is Valid Abroad) feature is applicable in your destination country, you can use your existing domestic package allowances abroad for a daily fee. For detailed international terms of use and pricing regarding your specific tariff, you can check the Turkcell App or call Customer Services at 532.

You can top up TL or purchase packages for your own Turkcell line or any other Turkcell number through various channels:

• You can easily purchase your desired package or top up TL via the "Packages" tab within the Turkcell App.
• You can top up TL and purchase packages on Turkcell.com.tr using a credit card, debit card, or prepaid card.
• You can call 532 from your Turkcell line to top up TL with your credit card via the Interactive Voice Response (IVR) system or a customer representative.
• Alternatively, you can perform TL top-ups or package purchases at your nearest Turkcell Store.

You can easily check your remaining TL balance through various channels:

• You can view your remaining balance in the "My TL Status" section under the "My Account" tab in the Turkcell App.
• After logging into Turkcell.com.tr with your Turkcell password, you can check your balance in the "My Line Summary" section on the "All Transactions Center" page.
• You can learn your remaining TL balance by dialing *123# on your phone and pressing the call button.

From the date you top up 10 TL or more, or purchase a package for your Turkcell Prepaid line, you can use your line actively for all services—including making/receiving calls, SMS, and internet usage—for 185 days. If a minimum top-up of 10 TL or a package purchase is not made within this 185-day period, your line will transition to a 180-day Semi-Active Period. During this phase, your line can receive incoming calls but cannot make outgoing calls, send SMS, or use mobile internet. To continue using your line actively, a minimum top-up of 10 TL or a package purchase must be completed every 185 days. If no top-up is performed by the end of the Semi-Active Period, your line will be deactivated and cannot be reused.

You can easily check your line's lifecycle and period details through various channels:

• You can view your active periods in the "My TL Status" section under the "My Account" tab in the Turkcell App.
• After logging into Turkcell.com.tr with your Turkcell password, you can check your lifecycle details in the "My TL Transactions" section on the "All Transactions Center" page.
• You can learn your account's lifecycle periods by dialing *166*5# on your phone and pressing the call button.

You can request assistance or process your transaction by calling 532 Turkcell Customer Services or by visiting Turkcell Stores.

The Radio Usage Fee is a statutory fee levied by the government within the scope of mobile telecommunication services. The fee amount is determined by the Information Technologies and Communications Authority (BTK) and is collected from subscribers by all mobile operators operating in Türkiye. Turkcell pays this fee to the state upfront in bulk on behalf of its subscribers and reflects it onto accounts in monthly installments to provide payment flexibility to its customers.

You can review all package and tariff options on Turkcell.com.tr, via the Turkcell App, or at Turkcell Stores.

You can easily purchase a package through various channels:

• You can review and buy the most suitable packages for you via the Turkcell App.
• You can make a package purchase directly on Turkcell.com.tr.
• You can call 532 from your Turkcell line to purchase a package via the Interactive Voice Response (IVR) system or customer services.
• Alternatively, you can complete your package purchase at your nearest Turkcell Store.

You can easily monitor your remaining balances through various channels:

• You can view your remaining data, minutes, and SMS allowances directly via the Turkcell App.
• You can check your remaining balances by logging into Turkcell.com.tr with your Turkcell password.

If you are using a postpaid line, you can use the data, minutes, and SMS allowances in your package until your billing cycle date. If you are using a prepaid line, you can use your allowances until the expiration date of your package. You can check your remaining allowances and package validity periods via the Turkcell App or on Turkcell.com.tr.

Upon the exhaustion of the allowances included in your package, usage fees may be deducted from your available TL balance or charged based on the core tariff and out-of-bundle rates defined for your line. You can review current pricing details on Turkcell.com.tr.

Calls made to emergency services, such as the 112 Emergency Call Center, are free of charge and are not deducted from the minutes in your package. You can reach emergency numbers even if your line does not have an active package or TL balance.

You can cancel your subscription services through the Turkcell App, by calling 532 Customer Services, or by following the cancellation steps provided in the SMS messages associated with the service. Details may vary depending on the specific subscription service you use.

If you enter your PIN code incorrectly 3 consecutive times, your SIM card will be blocked. To unblock it, you must enter your PUK code. Whenever needed, you can access your PUK code under the "My Settings" menu on Turkcell.com.tr, or under the "My Line Settings" option within the "Transactions" menu in the Turkcell App.

To transfer the ownership of a deceased customer's line through inheritance, an application must be submitted at Turkcell Stores along with the certificate of inheritance and a valid ID of the applying heir.

You can submit your line cancellation request through various channels:

• You can apply by visiting Turkcell Communication Centers.
• You can call Customer Services at 532.
• You can send a fax to 0216 633 07 27, attaching a copy of your ID.
• You can submit your request via the Turkcell App by following these steps: Help > Documented Requests > Line Cancellation.
• You can send an email from your email address registered with Turkcell, attaching a copy of your ID and the details of the line you wish to cancel.
• Alternatively, you can submit your request via the e-Government (e-Devlet) Subscription Termination Service.

Flexible Transfer (Esnek Devir)

With the Flexible Transfer process, a line transfer can be performed without the transferring and receiving parties needing to be in the same store at the same time. Once the transferring customer submits their application, the receiving customer can complete the process at their nearest store within 96 hours.

Please note that only Individual-to-Individual and Individual-to-Corporate transfer requests can be initiated through the mobile application.

Completing the Transfer & Requirements

• The transfer acquisition process must be finalized at Turkcell Stores.
• During the process, identification documents and necessary transfer forms are collected from both transferring and receiving customers.
• For customers aged 15 to 18, transactions must be carried out in the presence of a parent or legal guardian.

Service Channels

• Individual customers can complete their transactions at Turkcell Stores.
• Corporate customers can receive support through Corporate Solution Centers, Turkcell Communication Centers, or their designated sales managers.

Notice: As of December 17, 2024, individual mobile customers holding a Turkish National ID Card (T.C. Kimlik Kartı) can submit their transfer requests directly through the Turkcell Application.

No, there is no charge for switching from prepaid to postpaid. However, if there is any unpaid Radio Usage Fee (TKÜ) associated with your prepaid line, the outstanding amount will be reflected on your first bill. The remaining Radio Usage Fee installments for the current year will continue to be charged on your subsequent monthly bills, in accordance with applicable regulations.

Number porting (line porting) is the process that allows you to switch to Turkcell by changing your current operator without changing your existing phone number.

No, there are no line transfer fees. The number porting process is completely free of charge.

You can easily switch to Turkcell without changing your phone number by applying online via turkcell.com.tr or the Turkcell App.

Following the completion of the application and activation processes, the number porting will take place within the legal maximum of 4 days.

With our "Human-Centric Customer Experience" approach, we aim to ensure our customers feel "Secure, Valued, and Happy" at every touchpoint, taking a seamless, personalized, and consistent experience as our core principle. We foster human-centric awareness among all our employees and strengthen our decision-making culture in alignment with the Turkcell Experience Principles. By systematically listening to customer needs and expectations, we integrate feedback into our operations; we develop our products and services through an accessibility lens, thereby contributing to the reduction of social inequalities.

Through an Omnichannel Experience approach, we transition customer interactions into a channel-independent, integrated framework, enhancing experience continuity across touchpoints. We safeguard our human-centric service approach under our "Customer Satisfaction Policy" and pledge to handle all customer requests and complaints in a clear, transparent, fast, and reliable manner.

We implement insights gained from our complaint management processes back into our platforms, driving continuous development through permanent root-cause improvements. Concurrently, we value employee experience and cultivate environments that support the professional growth of our teams.

While establishing our policies and targets, we comply with the regulations of official authorities, such as the Information Technologies and Communications Authority (BTK) and the Republic of Türkiye Ministry of Trade, as well as customer expectations and employee feedback. We systematically audit all our systems and workflows, identify areas for improvement, and implement continuous enhancements to sustain long-term customer satisfaction.

• Customer Centricity: Every customer is unique and represents our fundamental reason for existence.
• Satisfaction: We operate with the goal of ensuring sustainable satisfaction by handling customer requests, suggestions, and issues with an approach that converts them into positive experiences.
• Trust: We act with the principles of honesty, consistency, and transparency in all customer interactions, committing to building long-term, trust-based relationships.
• Human-Centric Approach: We address customer requests, suggestions, and grievances through a human-centric lens, delivering effective and result-oriented solutions.
• Transparency: We provide clear, comprehensive, and intelligible information regarding all types of customer inquiries.
• Confidentiality: We safeguard and maintain the strict privacy of our customers' personal data.
• Equality and Impartiality: We deliver equal, fair, and unbiased service to all customers without any discrimination based on language, religion, race, gender, or similar attributes.
• Regulatory Compliance: We provide services to our customers in strict compliance with applicable laws and statutory regulations.
• Responsiveness: We promptly respond to and address the needs and expectations of our customers.
• Accessibility: We offer all our interaction channels clearly and openly to all customer segments, ensuring they can reach us whenever they need.
• Punctuality: We show the utmost diligence to resolve customer requests, suggestions, and issues fully and on schedule.
• Information Integrity: We ensure that guidance regarding customer requests, expectations, and issues remains accurate, consistent, meaningful, and beneficial across all channels.
• Accountability: We guarantee that the workflows and decisions governing customer requests, suggestions, and issues are fully accountable and reportable.
• Holistic Approach: We handle customer requests, suggestions, and issues comprehensively, ensuring an end-to-end evaluation of all stages.
• Continuous Improvement: We treat customer requests, expectations, and complaints as valuable opportunities for continuous operational improvement.
• Competence: We evaluate customer requests, expectations, and issues through our specialized expert teams.
• Capacity: We allocate sufficient resources and infrastructure to manage customer requests, expectations, and complaints effectively.
• Digital-First Experience: We translate customer suggestions and complaints into meaningful insights using our analytical capabilities, ensuring permanent improvements are deployed across our systems and processes. By continuously empowering our digital channel capabilities, we enable our customers to reach Turkcell seamlessly from any channel, at any time.
• Fees: We do not charge any fees for evaluating and processing customer requests, suggestions, or complaints.

Our Complaint Channels

Our customers can contact us through any of our provided access channels to submit their complaints and requests. Our dedicated channels vary for Consumer and Corporate clients as listed below:

Consumer Customer Complaint Channels

• Turkcell Call Center (532 and 0532 532 00 00)
• Turkcell Official Website
• Official/Regulatory Channels (BTK, CİMER, KEP, Consumer Arbitration Committees - THH)
• Turkcell Retail Stores
• Social Media Channels
• Video Call Center for Hearing-Impaired Customers (via Turkcell Stores, Turkcell App, and BiP)
• Şikayetvar.com

Corporate Customer Complaint Channels

• Turkcell Corporate Call Center (0532 532 00 00)
• Turkcell Official Website
• Official/Regulatory Channels (BTK, CİMER, KEP)
• Turkcell Corporate Solution Center (KÇM) Points
• Social Media Channels
• Hizmet@turkcell.com.tr
• Corporate Sales Representative and/or Account Manager