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.
1. 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.
2. 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.
3. How to send MMS?
Multi Media messages (MMS) allow you to send and receive pictures and audio such as a video clip or animation. At present
we can only offer this service for between Vectone Mobile customers and a limited number of other destinations. We are working
hard to add more networks in the near future.
In order to use MMS, you must activate Internet on your MMS capable handset and also, don't forget to enable data and MMS
while roaming.
4. 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:
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.
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5. What is 'verified by Visa' and 'Mastercard SecureCode'?
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, 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.
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6. 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 Secure Code
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.
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7. What is mobile internet, how do I configure my mobile
internet?
To configure your mobile internet settings please click here.
8. Why is my phone showing “Orange” as my network?
On some occasions and in certain parts of the UK you may see “Orange” on your handset display instead of “Vectone”. This is currently being resolved however please rest assured that your charges will remain the same.
9. I have lost the signal/network coverage, what shall I do?
First, please try to find a menu called “Vectone Services”. Select it, and then click on “Select Roaming Mode”. Thereafter two options will appear and then select “Manual” followed by “In the UK”. This should allow your phone to reconnect to the network.
In case you still need further assistance, please contact our customer services.
Please refer to our Terms & conditions for more information.
