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FAQ

The following is a list of frequently asked questions about the Vectone Mobile PAYG service. If you have a question that is not answered here, our Customer Services team are happy to help.

First, please try to find a menu called “Vectone Services”. Select it, and then click on “Select Roaming Mode”. Two options will appear: select “Manual” followed by “In the UK”. This should allow your phone to reconnect to the network.

Click to see instructions to configure your network settings manually for iPhone OS Or Android.

In case you still need further assistance, please contact our Customer Services.

To get your PAC Code please call your operator's Customer Care Number and ask them to give you a PAC Code. Click here to know more.

Call Customer Service and arrange for your old number to be moved to a new SIM card. You may be asked security questions in order to verify that you are the account holder. Please be advised that it costs £1 to do a SIM swap. The amount will be deducted from your balance.

Your transaction could have failed for different reasons. Here are a few things you should check before trying to top up on our website:

  • Make sure you have signed up for MasterCard SecureCode if you use a Mastercard or Verified by Visa if you use a Visa card.
  • Make sure the address you enter is correct and matches the information your bank holds on you.
  • Make sure you enter the correct CVN number on the back of your card.
  • Please also note that your transaction might fail if you are trying to top up from abroad.

If you have checked all of the above and you are still having problems please contact our Customer Support, who will be happy to assist you.

Because we take security seriously at Vectone, we use the official Verified by Visa and MasterCard Secure Code secure payment schemes to process your card payment, adding an extra level of protection for online card payments.

During the payment process, your details will be securely forwarded to your bank's website for verification. The code you use will be known only to yourself and your bank – just like when you tap your PIN into the card reader in a shop. Once your bank has authenticated the transaction, you'll be redirected to Vectone's website to finish your purchase.

If you have not yet registered your card for 3D Secure Payments, you will be asked to do so during the authentication process. You'll just need to confirm a few security details with your own bank and set a password or PIN for future use. Once you've done this, you can use this extra level of security on any website that uses Verified by Visa or MasterCard SecureCode to secure your card transactions. Don't forget to keep your password and PIN safe at all times, making sure you only disclose it on official authentication websites of your bank.

For more information on Verified by Visa
For more information on MasterCard Secure Code

If you have any further questions please contact your card issuer.

To configure your mobile internet settings please click here.

On some occasions and in certain parts of the UK you may see ‘Orange’ on your handset display instead of ‘Vectone’. This issue is currently being resolved. However, please rest assured that your charges will remain the same.

Please refer to our Terms & Conditions for more information.

To get internet on your mobile you need to activate the Data Service.
You can enable this in three ways:

Enter your Vectone mobile number in the box on the right and click Submit. e.g. 075726xxxxx
Open the text message we will send you and enter this PIN code: 1234.
Follow the on-screen instructions and if your phone asks you to save the new setting, select YES or OK.
Enter your
Vectone mobile number


Got an iPhone OS or Android OS?
iPhone OS or Android users will need to set their Data APN manually.
It is very easy. All you need to do is change your Access Point Name (APN) to webuk.mundio.com in your network/ Data configuration settings.
Click here to see instructions to enable Data manually for iPhone OS or Android.

Important Note:
Data should work automatically with all other OS handsets as soon as you enable it. If you still have issues getting it to work, we advise setting the Access Point Name (APN) to webuk.mundio.com in your handset, then turning the Internet connection off and on again.

Just text the word Internet to 3311.
Open the text message we will then send you and enter this PIN code: 1234.
Follow the on-screen instructions and if your phone asks you to save the new setting, select YES or OK.

Got an iPhone OS or Android OS?
iPhone OS or Android users will need to set their Data APN manually.
It is very easy. All you need to do is change your Access Point Name (APN) to webuk.mundio.com in your network/ Data configuration settings.
Click here to see instructions to enable Data manually for iPhone OS or Android.

Important Note:
Data should work automatically with all other OS handsets as soon as you enable it. If you still have issues getting it to work, we advise setting the Access Point Name (APN) to webuk.mundio.com in your handset, then turning the Internet connection off and on again.

You can also enable your Data by calling our Customer Services team on: 322 or 020 7179 0134 and they will be happy to guide you through the process.
Data is charged at our standard low rate of 9p/MB. A minimum balance of 50p is required to use Data. To save more, Use our data pocket saver.