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

1. How can I get a Vectone mobile SIM?
To benefit from the savings Vectone Mobile offers, you need a Vectone Mobile SIM card. You can get a Vectone Mobile SIM card by ordering a starter pack here or from the many shops showing the Vectone Mobile signage. The starter pack is free, but you will need to top-up to start making calls.

2. How do I top-up my account?
Once you have purchased a top-up voucher from a shop, simply key in *101* followed by the 10-digit PIN number, found on the back of the voucher, followed by the # key, and press call. Alternatively, dial 121 and follow the instructions.

3. How can I check my account balance?
From your phone simply key in *102# followed by pressing the call key. Your credit balance will automatically display on screen.

4. How can I contact customer care?
Click here http://www.vectonemobile.co.uk/help/customer-care.aspx

5. I have forgotten my PUK / PIN code.
Your PUK code is displayed on the SIM Card holder that came in your starter pack. Please retain it for safe keeping. Alternatively you can call our customer service team and they will be glad to assist you.

6. How can I get free stuff with every top-up?
Every-time you top-up with Vectone Mobile or Vectone Mobile plus voucher we provide you certain mix and match allowance of free internet, free Vectone to Vectone minutes/texts and free calls to UK Landline. For example if you top up £30 you can have a combination of 200 FREE minutes Vectone Mobile to Vectone Mobile and 200 FREE texts and 200 FREE international minutes on Vectone World and 100 FREE minutes to UK landlines and 40MB FREE Mobile Internet to browse.

7. How can I use Internet on my mobile?
If you are a Vectone user we offer you certain free Internet allowance with every top-up. For details on how to activate mobile internet on your mobile, please click http://www.vectonemobile.co.uk/offers/mobile-internet.aspx 

8. How can I get free International minutes on Vectone World?
Vectone world is free software which you can easily download on your Mobile or computer. Click here to download http://www.vectoneworld.com/

You can make International calls to your friends and family abroad whenever they are online on Vectone World. You get certain free calls from your Vectone Mobile to any Vectone World number. Calls from Vectone World to Vectone World are always free. Click here for more information http://www.vectonemobile.co.uk/offers/vectone-world-new.aspx

9. Where can I top-up?
You can purchase top-up vouchers from shops displaying the Vectone mobile sign or from one of our top-up partners. Alternatively, you can top-up here using your credit card.

10. How can I retrieve my voicemail?
Dial 131 from your mobile or 07892 110 123. You can then listen to your messages for a small fee of 5p, when in your home network. Calling from abroad will occur the roaming charges of the chosen network provider.

11. Can I keep my existing mobile number, if I chose to join Vectone?
You can opt to keep your current mobile number and use it with your new Vectone Mobile SIM. Please SMS your PAC Code and Mobile Number to 07574212555. Click here to know more.

12. How many days will it take to transfer my existing mobile number to my new Vectone SIM?
This process will take approximately 2 working days from the date we receive your completed form. When your number transfer has been completed you will receive a confirmation SMS from us.

13. How do I get my PAC number?
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

14. I lost my SIM card. Can I move my old number to a new SIM?
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.

15. Are there any roaming charges if I go abroad?
Outgoing calls will be charged at set rates dependent on the country and network the call is made from and to.

16. What does Smart Roaming cost?
To find out your call rate to any destination while you’re roaming outside of the UK simply key in *108* followed by the recipient’s number followed by the # key, and press the call button. The per-minute call rate from your current location will automatically display on your mobile screen.

17. How do I sign up for Smart Roaming?
This is done automatically for you when you use a Vectone Mobile SIM. It’s not a service that is available to customers of other networks.

18. Do I need to dial an access number when calling abroad?
No – simply dial direct. The call savings you make will be handled when Vectone Mobile routes the call to your destination.

19. Can I send MMS?
Multi Media messages (MMS) allow you to send pictures and audio such as a video clip or animation. Unfortunately, you cannot currently send MMS when using your Vectone Mobile SIM. We are working hard to bring you this service in the near future.

20. How much will it cost to make a phone call?
Check the current call rates

21. How much does it cost to register for a My Vectone online account?
It’s free to register for a My Vectone account. Once registered, you can check your balance, call history, edit your personal details and add credit.

22. I have forgotten my login details for My Vectone – how can I get a reminder?
Don’t worry. We can send you a reminder – simply provide us with your Vectone Mobile number and the email address you used when registering in the password reminder page.

23. Why did my online transaction fail?
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 then please contact our customer support who will be happy to assist you.

24. What is 'verified by Visa' and 'Mastercard SecureCode'?
Because we take security seriously at Vectone, we use the official Verified by Visa and MasterCard SecureCode secure payment schemes to process your card payment, adding an extra level of protection for online card payments.

During the payment process, you'll 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 back to Vectone's website to finish your purchase.

25. How do I sign up to 'Verified by Visa' and 'Mastercard SecureCode'?
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 SecureCode

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

26. If my transaction failed why did you deduct money from my bank account?
Unfortunately, sometimes problems are encountered and in a small number of cases it is possible that the transaction fails, yet it appears that money has been deducted from your account, this is most likely because the transaction is still on authorization hold. Normally, the authorization hold will automatically fall off after a few days, and the money will reappear in your account (The authorization hold depends on your card issuer - In a small number of cases this could take up to 30 days). If your funds do not reappear within the timeframe given by your card issuer you should take contact to them so they can look into the issue.

We refer to Wikipedia’s very helpful page on authorization holds, and common practises in online banking.