Frequently Asked Questions

Have your old SIM/ eSIM card blocked as soon as possible and request a free replacement SIM

card. You will keep your existing phone number.

To report the loss or theft of your mobile phone, please contact our customer service as soon

as possible:

03 201 96 40 (from Belgium)

+32 3 201 96 40 (from abroad)

We will immediately block your SIM card to prevent any misuse.

Please note: if we suspend your line due to the loss or theft of your device, this is only a

temporary suspension, not a contract termination. Your subscription remains active, and you

will still be billed for your monthly plan.

If you enter the wrong PIN code three times, your SIM card will be blocked for security reasons.

To unblock it, you need your PUK (Personal Unblocking Key).

Steps to unblock your SIM:

1. Locate your PUK code

2. Enter the PUK code when prompted.

3. Choose a new PIN code for your SIM.

Important: Entering the wrong PUK code 10 times will permanently block your SIM, and

you will need a replacement SIM card.

For assistance, contact our customer service:

03 201 96 40 (from Belgium)

+32 3 201 96 40 (from abroad)

APN: web.be

Username: (leave blank)

Password: (leave blank)

For iOS:

1. Go to Settings > Cellular > Cellular Data Options > Cellular Network.

2. Enter the APN settings above under Cellular Data.

3. Save and restart your device if necessary.

For Android:

1. Go to Settings > Connections > Mobile Networks > Access Point Names (APN).

2. Tap Add or New APN and enter the settings above.

3. Save and select the new APN.

4. Restart your device if necessary.