How do I get started?

  • Buy your SIM card and activate in the point of purchase your Mexican local number with an ID.
  • Pay as you go. To start using the service once you have your SIM card, pay the amount of money you want.
  • Insert the SIM card into your unlocked, GSM phone. If you are unsure whether or not your phone is unlocked, please refer to the settings in the handset. If you need further instructions on how to insert the SIM, please check with your phone's manufacturer.
  • Choose a language. When you first insert your Vecto SIM card in to your unlocked GSM handset, you will be prompted to select a language.
  • Start using Vecto: You may need to wait 5 minutes for your phone to find the network.

  • *Remember to keep the plastic card housing for your SIM card in a safe place, so you know your ICCID, PIN and PUK numbers.

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    What kind of phone can I use?

    You can use any GSM unlocked handset. Check our store if you would like to buy a device. Please see your device’s manual if you are unsure if your phone is GSM or unlocked. Note: You will need to select "Automatic Network Selection" on your cell phone.

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    How to insert your chip (Multi-IMSI) in your cell phone?

  • Detach the chip from the plastic card, which you shall find in the packet you have just purchased.
  • Insert the SIM card in an unlocked GSM phone and that's it! If you are not sure about whether your cell phone is unlocked, please refer to the "Settings" menu or check the user manual of your cell phone.
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    Can I port my number?

    We are not yet able to provide our customers with the number portability service. We are working to put this in place.

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    Do I need an ID to get a Mexican number?

    Yes. The Mexican government requires that all people, whether in Mexico or abroad, furnish their cellular providers with a valid ID before obtaining a Mexican number.

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    Language

    If you want to change the language of the "SIM Tool Kit" menus, select the "Settings" option, then "Language" and finally choose one of the available languages: English, German, Spanish, etc. (With our clients in mind, we are working hard to be able to offer more and more languages each day.)

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    What kind of ID do I need to provide

    You can present any ID that has a picture on it, be it from a government, school or otherwise.

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    What is my Global number?

    The Global number will also enable you to stay connected, when you are travelling to countries where you don‘t have a local number, and will get activated alongside your Mexican and your American numbers. This service allows using additional Vecto Mobile services, as well as the possibility of purchasing more numbers for other countries. The Global number will start with +44 and is based in the British Isles.

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    How to make calls on your global number +44.

    If you are in a country where Vecto does not yet have local numbers, or if you have not yet purchased a local number, you will be connected to the traditional "International Roaming" service. In this case, you can save money by using the "Call-back" function.

    In order to use this function, follow these instructions:

    1. Dial the number in the international format beginning with the "+" symbol followed by the country code then the number and finally press the "call" button"
    2. Do not forget to dial the country code, (for Mexico +52, USA +1, Germany +49, etc.)

    Examples:
    To call 011 52 55 50207943 in Mexico, dial: +52 55 50207943 (a landline in Mexico City).
    To call 011 52 155 10203040 in Mexico, dial: +52 1 55 10203040 (a cell phone in Mexico City).

    *Note: Please note that you DO NOT have to dial the country code if you are making a national call or sending a text message to a national number.

    The network will automatically cancel the call (you will receive an error message on your cell phone which you must ignore). In about ten to thirty seconds, you should receive a call from your global number. By answering this call, the connection will be established and you will hear the dial tone.

    *Note: If the connection is not established with the cell phone you are dialing, please try again. Be sure to have dialed the correct number together with the country code, and wait thirty seconds, until the international connection has been made. 

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    How do I register my SIM?

    Please go to our MyAccount page and use the form on the left side of the page to register using your ICCID and PUK. You will find this information on the plastic housing in which your SIM originally came. From there, please follow all on-screen prompts and instructions to create your account and your LOGIN and PASSWORD. Once you have registered and sent your information, you will receive a CONFIRMATION email. You MUST reply to the confirmation email in order to finalize the registration of your account. Please save your login and password information in a safe place so you can access MyAccount any time you’d like in the future.

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    What can I do with my account once I have registered it?


    Automatic refills: Set your account to automatically refill when your plan has expired and/or your credit has run out. To do this:
  • Log in to your account and add your credit or debit card.
  • Activate the "Automatic Refill" (You will be able to deactivate this if you so chose later.)
  • Shortly after, you will receive an email confirming or denying your request for automatic funds transfer.

  • Call and charge details: You can have access to call history, text history and data usage as well as see a history of charges. To do this:
  • Log in to your account.
  • Choose "My Account" from the main menu.
  • Click on "Activity".
  • Select the period you wish to see.

  • Call forwarding: Calls to any of your numbers +44, +1, etc to any other number. Standard rates apply. To do this:
  • Log in to your account.
  • Chose "Transfer Changes" and configure the settings in accordance to your preferences.

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    How do I find my ICCID and PUK?

    Both of these pieces of information are located on the plastic housing in which your SIM card originally came. They will look like this:
    SIM serial (ICCID)*: 1234567890123456789
    PUK Code: 12345678

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    How do I find my new U.S. number?

    You can use a short code to see your new US number. To send a short code:

  • Open the phone application on your handset.
  • Type *135# and press the call button.
  • Wait a few second and your US number will appear on the screen.

  • To see a list of all your numbers (US, MX, Global, etc), you must first register your account online; once you have done this, you can visit My Account to view your numbers.

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    How do I set up a data connection on my phone?

    You will need to just check a few settings on your phone to make sure that your data connection is set up correctly. Data connections are particular to a kind of platform or operating system. (Note: If you are worried about using too much data, you may disable mobile data and/or the automatic updates for your handset’s applications. If you disable mobile data, you can always access data through a Wi-Fi connection, without additional Vecto charges.)

    First, please add a new APN (Access Point Name) and enter the following parameters ONLY:

  • APN: chili
  • Name: chili
  • Leave the remaining sections blank and save your configuration settings.

    Android: To connect to data on the Vecto network using an Android device, you will need to configure the following settings:
  • Select the "Settings" tab on your mobile device menu.
  • Press "More".
  • Go to "Mobile Network".
  • Search for the option "Access points or APN".
  • Select "Menu" option to display a sub-menu.
  • Select the option "Create a new APN".
  • In the Name window, type the word "chili".
  • In the APN window, type the word "chili".
  • Select the "menu" option to save the settings.

  • Now, you must enable your mobile device to use data in any mode, including roaming. To do this, do the following:
  • Select "Settings".
  • Select "Data Use"
  • Switch "Mobile Data" on.
  • Select "Menu".
  • Ensure that you have activated "Data Roaming".

  • iPhone: First, check the version of the operating system on your phone. You will find the version number under the General/About section in the Settings.
    iOS 6: If you have an iPhone operating iOS 6 or earlier, please do the following:
  • Select "Settings"
  • Select the "General" option.
  • Select "Network".
  • Search for "APN".
  • In Name window, type the word "chili".
  • Depending on the version and if you are asked to enter an APN you must also type "chili".
  • After, please remember to switch on the "Mobile Data" and allow "Roaming".

  • iOS 7: If you have an iPhone operating iOS 7 or later, please do the following:
  • Select "Settings" in the menu of your cell phone.
  • Select "Mobile Data".
  • Search for "Mobile Data Network".
  • Select to "Access Point".
  • In Name window, type the word "chili".
  • Depending on the version and if you are asked to enter an APN you must also type "chili".
  • After, please remember to switch on the "Mobile Data" and allow "Roaming".

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  • How to make calls with my local numbers?

    Local numbers are used during your stay in other countries and they enable you to make or receive calls, text messages or use data, all at local rates. You may purchase these numbers permanently, so that your contacts or family can call or send you text messages from these other countries, to your local numbers and paying an affordable cost, JUST AS IF YOU WERE IN THE SAME COUNTRY!
    The selection of available numbers is being increased constantly and you will be able to see which is available to you, by visiting Rates or logging on to "My Account". 

    For example: If you purchase a Mexican number, your family in Mexico will be able to call or send you text messages at the same cost as if you lived in Mexico.

    Examples:

    - Your USA number begins with +1 and enables you to make local calls during your stay in the USA.
    - Your continental English number begins with +44. This number is for use in England.

    - Your Mexican number begins with +521 and will enable you to make calls on local rates during your stay in Mexico.

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    How do I make national/regular calls within the U.S.?

    Making a national or regular call with Vecto is easy. All you have to do is dial you phone as you normally would. You do not need to dial country or additional codes in order to call anywhere within the United States, while staying within the United States. Just dial the area code and seven-digit number.

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    How do I place a call to Mexico?

    To call a Mexico phone using your Vecto service while in the US, dial the following:
    Cell phone: +52, 1, 10-digit phone number
    Landline: +52, 10-digit phone number

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    How do I receive calls?

    You will receive calls as you would with any other service, usually by pressing Call or Answer on your handset. You can receive calls on ALL your numbers so long as you have reception. (See above for more information on obtaining and understanding other local numbers.) People in any country can call you by dialing any of your active numbers. Ex: +44, +52, +1.

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    How do I send text messages?

    You can text directly from the native texting app on your handset. Please follow the next process for sending SMS/text messages:

    If you are sending an SMS from the U. S. to a Mexican number, please dial +52  + 10 digits. For example: 52 55 5455-5555.


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    What is my local number?

    Local numbers are used during your stay in other countries and they enable you to make or receive calls, text messages or use data, all at local rates. You may purchase these numbers permanently, so that your contacts or family can call or send you text messages from these other countries, to your local numbers and paying an affordable cost, JUST AS IF YOU WERE IN THE SAME COUNTRY!

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    How do I set up my voicemail?

    The Voicemail service is activated automatically, so if you can’t take a call, your cell phone is switched off or you are busy at that moment, the call will automatically be transferred to your voicemail.

    You can access to your voicemail through a preset password. To listen to your voicemails won’t be necessary to be registered on the website. Likewise the system will always send you and email, when a voicemail or new message has been received.

    To change the your settings, you wil need to register and log into My Account.

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    What is your coverage area/network?

    To view our coverage maps for the U. S., please visit our coverage page. We are proud to have our Vecto network powered by the world class, nationwide T-Mobile GSM network. We offer 3G data speeds to our customers and clear, reliable voice service on all calls.

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    What is the SIM Toolkit?

    The SIM card has a menu known as “SIM Toolkit” (STK) that provides you access to various account settings. To access the STK, follow these instructions:

    Android: In your Android phone, you will find the STK among your applications. You can scroll through them or chose from the menu that displays them. The icon looks like a SIM card.

    iPhone: To access the STK on your iPhone, do the following:
  • Go to "Settings"
  • Select "Phone"
  • Select "SIM Applications"
  • *Availability varies by country. In your SIM Toolkit, you can preform a number of functions: (Not all menu items are available in all countries. Open your STK to see which are available.)

    FUNCTIONS:
    Send SMS: You can send a simple 100 character SMS from your STK at preferential rates. To send an SMS, do the following:
  • Open STK
  • Chose “Send SMS”
  • Enter number to which you would like the text sent using the international format: +, country code, phone number
  • You will then be asked to write your message (limited to 100 characters).

    Check international call rates: To check the per minute cost of a call placed from your global number to an international number in a country for which you do not have a local IMSI, please follow these steps:
  • Open STK
  • Choose "Cost of the call"
  • Type the country code and the prefix that you want to call.
  • Press OK.
  • The rate per minute will be shown on the screen. Example: In order to see how much it would cost to call a Mexico City cell phone, dial: +52155.

    Check your balance: To check your account balance:
  • Open STK
  • Chose "Check balance"
  • The balance will appear on the screen.

  • Renewals and Top Ups. You can keep your plan up-to-date and add minutes to your credit through the STK using a credit card. First, a credit card must have been registered in your account in order to use this function. This can be done in My Account.
  • Open STK
  • Choose the "Transfer"
  • Chose "Credit Card".
  • Select the card you would like to use to process the payment.
  • State the amount you want to refill.
  • Follow the instructions on screen to finish processing.

  • SETTINGS:
    Country, Chose Country:
  • "Choose Country" should be set to automatic mode. This mode will enable your mobile device to search for the most convenient configuration to connect to your service. Manual selection will allow you to try and connect to a local network of a country, but this is only recommended IF THE AUTOMATIC MODE DOES NOT HAVE COVERAGE.
  • To find out which network your Vecto SIM is connected to, go to the SIM Toolkit option on your menu and then "Country". A list of countries, those for which you have purchased a local number, will be displayed and the one with an asterisk next to it indicates the one you are currently using. (*We recommend not changing the country, as your mobile device may loose its signal.)
  • Ensure that the setting is the one corresponding to the country you are in or where you have a national cell phone number. If you are not in a country that appears on the list, you should select the "Global" option.

  • Language:
  • If you want to change the language of the SIM Toolkit menus, select "Settings", then "Language" and finally choose one of the available languages: English, German, Spanish, etc.

  • TRANSFER OPTIONS:
    Transfer money or minutes from your cell phone account to those of other people. *This service may not be available in all countries.
    There are 2 options:
    Balance: Make a transfer to another Vecto user, directly from your mobile device, using the "balance" option. (This option is only available for Vecto users):
  • Choose the "Transfer" option of the "SIM Toolkit" menu.
  • Select "Balance".
  • Type your cell phone number with the country code followed by the amount.
  • Press OK.

  • Air Time: Make a transfer directly from your mobile device, using the option "Air Time" (It doesn't matter if the two users are using different cell phone providers. Visit the website to find out to which mobile operators you are able to transfer minutes to):
  • Choose the "Transfer" option of the "SIM Toolkit" menu.
  • Select "Air Time"
  • Insert your cell phone number with the country code followed by the amount.
  • Type the amount you wish to transfer.
  • Press OK.

  • ADDITIONAL SERVICES: Additional services may NOT be available in all countries. To see the additional services available in your country:
  • Open SIM Toolkit
  • Select "Additional Services"
    If any services are available, a list of them will be displayed on the screen. Here are some of the features you might be able to enjoy:

    Current month activity: If you want to see the activity as from the 1st day of a month, the menu will display the following options:
  • Number of minutes used.
  • Number of sent messages.
  • Total MB used.

  • Outgoing number display: You may choose which number, amongst the active numbers on your mobile device, which you would like to be displayed on the receiving handset when you call and/or text them. You may select any of the numbers or keep the automatic selection.

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    Why can't I connect to a network?

    First, please try restarting your device. (Remember that the network selection process may take up to 5 minutes.) Then, ensure that you are in an area with sufficient coverage. If you are very far out in the countryside or in an underground area there is probably not enough coverage for you to place and/or receive calls and/or texts or access data.

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    I have access to a network. Why can't I place a call?

    A number of factors can affect your ability to make calls. If the call is not connect, wait sixty seconds and repeat the call again. The speed of the network may vary depending on the country, especially if you are travelling on the train, bus or car.
    Be sure that you have dialed correctly. For an international call, be sure you dialed “+” and the country code. In some countries, such as Mexico, you will need to dial "1" after the country code to indicate that the number you are trying to call is a cell phone.
    The menu on your cell phone has a list of available networks. To change the network, please refer to your cell phone manual.

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    Addtional Services.

    a)Cost of the calls. If you want to know the cost of a call from the country you are in, please follow these steps:
    - Access the "SIM Tool Kit" on the menu
    - Choose "Cost of the call"
    - Type the country code and the prefix that you want to call
    - Press OK
    - The rate per minute shall be shown on the screen.
    Example: In order to see how much it would cost to call a Mexico City cell phone, dial: +52155.
    b) How to check your account balance.
    To check your account balance:
    - Go to the "SIM Tool Kit".
    - Select the option "Check balance" The balance will appear on the screen.
    *This service is free of charge.

    c) Refills. Don't run out of minutes!
    There are 5 different options to refill the minutes of your cell phone:

    1) Directly on your mobile device: with a refill voucher,
    *This service may not be available in all countries.
    - Select the option "Refill" from the  "SIM Tool Kit" menu and then "Voucher".
    - Type the refill code and press send/answer.

    2) Directly on your mobile device: with a credit card,
    - Choose the "Transfer" option of the "SIM Tool Kit" menu.
    - Chose "Credit Card". All registered credit cards shall appear on your screen. (A credit card must have been registered in your account in order to use this function). This can be done on “My Account” too.
    - Select the card you would like to use to process the payment.
    - State the amount you want to refill.
    - Follow the instructions.

    3) Do you need a loan? Use the "Loan" option:
    *This service may not be available in all countries.
    - Choose the "Refill" option from the "SIM Tool Kit" menu followed by "Loan".
    - Confirm your order. A maximum amount of (2 USD) shall be transferred to your account.
    The loan shall automatically be deducted from your next refill.

    4) "Online" alternative
    - Log in to your account.
    - Register with your cell phone number and/or email address and password.
    - Type your password
    - The minimum refill is of 20 USD

    5) Refill in cash at any of our authorized distributors.
    Visit “My Account” to locate a store.

    d) Transfer (transfer money or minutes from your cell phone account to that of other people)
    *This service may not be available in all countries.
    There are 2 options:

    1) Make a transfer to another Vecto user, directly from your mobile device, using the "balance" option. (This option is only available for Vecto users):
    - Choose the "Transfer" option of the "SIM Tool Kit" menu.
    - Select "Balance"
    - Type your cell phone number with the country code followed by the amount.
    - Press OK

    2) Make a transfer directly from your mobile device, using the option "Air Time" (It doesn't matter if the two users are using different cell phone providers. Visit the website to find out to which mobile operators you are able to transfer minutes to.)
    - Choose the "Transfer" option of the "SIM Tool Kit" menu.
    - Select "Air Time"
    - Insert your cell phone number with the country code followed by the amount.
    - Type the amount you wish to transfer.
    - Press OK
    In some countries there is also an option of transferring money by selecting "Money". This enables you to send money as a remittance to any institution contained in the agreement. Visit "My Account" to find out which institutions enable you to perform this operation.
    *This service may not be available in all countries.
    e) Smart-Call from your cell phone.
    Vecto enables you to connect two calls in a teleconference, without you needing to participate. For example, you are able to connect a family member with a friend and you only pay for the cost of the call without taking part in it.
    To do this, follow these instructions:
    - Choose the "Smart Call" option of the "SIM Tool Kit" menu.
    - Dial the first digit of the telephone number, landline or cell phone, starting with the International code, for example: +52.
    - Dial the second telephone number that you want to call.
    - Press OK
    * This service may not be available in all countries g) Configure
    This part of your menu enables you to configure the main options of your service and has 4 different alternatives:
    1) Call back: This function is only valid for specific network configurations and specific countries. We recommend not modifying this configuration, unless Vecto Technical Support Staff ask you to.
    2) Country and Choosing a Country
    - Vecto recommends that on the configuration menu you ensure that the option "Choose Country" is on automatic mode. This mode will enable your mobile device to search for the most convenient configuration to connect to your service. Manual selection will allow you to try and connect to a local network of a country, but this is only recommended IF THE AUTOMATIC MODE DOES NOT HAVE COVERAGE.
    - To find out which network your Vecto SIM is connected to, go to the "SIM Tool Kit" option on your menu and then "Country". A list of countries, those for which you have purchased a local number, will be displayed and the one with an asterisk next to it indicates the one you are currently using. *We recommend not changing the country, as your mobile device may loose its signal.
    Ensure that the setting is the one corresponding to the country you are in or where you have a national cell phone number. If you are not in a country that appears on the list, you should select the "Global" option.

    3) Language
    If you want to change the language of the "SIM Tool Kit" menus, select the "Settings" option, then "Language" and finally choose one of the available languages: English, German, Spanish, etc. (With our clients in mind, we are working hard to be able to offer more and more languages each day.)
    f) Additional services
    Additional services will vary from country to country and may NOT be available in all countries. Please visit out "Rates" to learn about the additional services available in your country.
    *Note: There are various shortcodes that shall help you carry out many functions without needing to use the "SIM Tool Kit". To learn more, visit “Short codes”.
    To learn about additional available services, go to your "SIM Toolkit" and select the option "Additional Services" If you have any, the mobile device will display them on the screen and you will be able to see the following initial options:

    1) Cell phone activity for the current month
    If you want to see the activity as from the 1st day of a month, the menu will display the following options:
    - Number of minutes used.
    - Number of sent messages
    - Total MB used.
    * This service may not be available in all countries.

    2) Number displayed on your Caller ID.
    With this option, you may choose which number, amongst the active numbers on your mobile device, you would like people to see when you call them (USA Mexico, German, etc.)

    You may select any of the numbers or keep the automatic selection.

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    WHAT ARE THE BENEFITS OF HAVING AN ACCOUNT ON OUR WEBSITE?

    a) Automatic Refills
    With this option you shall never run out of minutes on your cell phone...
    Log in to “My Account” and add your credit or debit card.
    - Activate the "Automatic Refill" (you will be able to activate or deactivate this option at any moment)
    - Shortly after, you will receive an email informing you whether the automatic refill option has been successful or not.
    - You can also change the minimum amount to refill your minutes with any amount you wish.
    - The minimum refill is 30 USD
    *Note: If your account balance is less than 10 USD, an automatic refill shall be processed and you will receive a confirmation message shortly after.

    b) Cell Phone Activity (list of calls and charges)
    Information relating to your expense in calls, text messages and data usage will be available in the “My Account” section of our website.
    - To see this, visit “My Account”.
    - Register with your cell phone number and/or email address and password.
    - Click on "Activity"
    - Select the period you wish to see.

    c) Calls diverted to your cell phone
    Calls to any of your numbers: Global +44, to USA +1 and/your Mexican cell phone number, etc., may be transferred to any other number as well as your current number, with standard rates.
    To change the settings, visit “My Account” and log in with your cell phone number and/or email address and password.

    Then go to the option "Transfer Changes" and configure the settings in accordance to your preferences.

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    Solving Problems.

    Your cell phone has not found a network?
    Switch the cell phone off and on again. It will update and search for a network.  Remember that the network selection process may take up to 5 minutes, so please be patient and wait until the device has finished the search before continuing. Ensure that you are in an area with sufficient coverage. If you are very far out in the countryside or in an underground area there is probably not enough coverage.

    Your cell phone has found a network, but cannot make a call.

    1. Wait sixty seconds and repeat the call again. Dial "+" at the beginning, followed by the country code (52 for Mexico, 1 for the USA or any other country code). In some countries, such as Mexico for example, you will need to dial "1" after the country code to indicate that the number you are trying to call is a cell phone.
    2. Remember that if necessary, you may need to type your PIN 0000 according to the instructions printed out on the plastic card from where your chip was detached.
    3. The speed of the network may vary depending on the country, especially if you are travelling on the train, bus or car.

    The menu on your cell phone has a list of available networks. To change the network, please refer to your cell phone manual.

    1. If you need personalized attention, please contact Vecto's "Customer Support line".

    *Note: If you are worried about using too much data, why not consider the possibility of switching mobile data off and/or the automatic updates for your applications. If you deactivate mobile data, you will always be able to connect without charge, at any Wi-Fi hotspot.

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