Customer care

Frequently asked questions

Insert the SIM card into your mobile phone and turn the phone on (see the manual of your mobile phone for instructions if necessary).
When your mobile phone is turned on, you are prompted to enter your PIN. By defaults the PIN is set to 0000. After entering your PIN, you can instantly call and receive calls and SMS, with your FREE credit (if applicable: € 7.50 + € 7.50 FREE call credit  after registration on the website and first upgrading) .
 
If on your mobile phone, the message "SIM card rejected" appears, your phone is probably equipped with a SIM lock. Look below on What is a SIM lock and how can I remove it? for solving this problem.

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The SIM card is protected by a PIN code of 4 digits. The PIN code is by default set to 0000, but you are advised to change it. If your PIN code is incorrectly typed in three times in succession, the SIM card is automatically blocked. Also you have a personal voicemail PIN code, you need to access your voicemail from another phone to listen.

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We recommend using a personal PIN code to enter your SIM card against abuse. You can create your own PIN code as follows:

Step 1. Press ** 04 # followed by the current PIN code. This by default  is 0000.

Step 2. Press *, enter your new PIN, press * and enter your new PIN code again.

Step 3. Press the # key to confirm. Your new PIN code is now set.

If you enter your PIN code incorrectly three times in succession, the SIM card will be automatically blocked. To unlock the SIM card, go to What is a SIM lock and how can I remove it?

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Your PUK code is indicated on the letter you received with your SIM card.
Do not throw this letter away, but keep it in a safe place.

You need the PUK code to unlock a blocked SIM card and/or if you have entered the wrong PIN code three times in succession.

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If you have lost your PUK code, it is possible to ask for it. You can use an application form online by filling it in. Also you can call our customer service (0900-1612000; regular tariff, no additional service costs).

For safety reasons we ask you to provide us with the following information:

  • the last 2 numbers dialed
  • OR the most frequently dialed number

Once we have received your completed form, we will send your PUK code to you within 3 working days.

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If you lose your SIM card, you can submit a request form online and by filling it in online or contacting our customer service 1200 (for free).

For safety reasons we ask you to provide us with the following information

-          Your PUK Code

-          OR the last 2 numbers dialed

-          OR the most frequently dialed number

Once we have received your fully completed form, we will send you your SIM card to you within 5 working days.

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There may be a SIM lock on your phone. This digital lock ensures that you cannot call with your prepaid SIM card.

To know if your phone has a SIM lock, insert the SIM card in your mobile phone. If (after you have turned on the phone and have entered the PIN) the message 'SIM refused' appears, your phone is probably SIM-locked.

Your previous provider can easily remove this for you. If your phone is older than one year, this service is free. When the phone is less than one year old, ask your previous provider about the costs of removing the SIM lock. Your SIM lock can only be removed by your previous provider.

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