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Are there any administration or other fees when opening or topping-up my account?
No there are no fees applicable. The minimum top-up however is £10 for your prepaid account.
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If I do not have access to the Internet how do I top-up?
You can top-up, by telephone, using our easy pay service number 0207 179 9948 (this service is available 24 hours a day) or you can call 0845 042 4242 to top-up by phone
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How do I know how much credit is remaining on my account?
You can check your credit by pressing #2 when you dial 1628(From BT line)/ 0207 179 9999. If your phone number is not registered, you will be asked to enter your account number and PIN to check the balance remaining.
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What features can I access online?
You can view your call records, account balance, payment history, rates and international access numbers. You can also add CLIs, change your password, check rates and change plans.
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I have forgotten my password?
To retrieve your password, click on Forgot Password link from the login page on the website and your password will be sent to you by email
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When I dial my account and PIN, it keeps saying invalid PIN?
Please check if your phone is not set on Pulse. If it is so change it to Tone and continue calling
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Can my account be used from payphones?
Yes, you can use the free phone access number 0207 179 9999 to make phone calls from any touch-tone telephone in the UK . Some payphones charge to use free phone numbers
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Am I able to use my 1628 Account when I am abroad?
Yes, you will be able to use your account from over 14 other destinations. Please select the International Roaming link on home page.
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If I start running out of credit while on a call, will there be any warning?
Yes, there will be one warning messages before you finally run out of credit. If your balance reaches zero whilst you are on a call, you will automatically be connected to Customer Care to top-up your account.
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Can this account be used for local calls and calls to mobiles?
Yes, you can use your 1628 Tel account to make calls to local, national and international destinations as well as calls to mobile phones
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Is there a minimum consumption with 1628?
No, there is no minimum usage policy, our customers can use their vectone1628 account as and when they like.
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When making a call from a mobile, do I press 'send' after I dial the destination number?
No, by pressing the 'call' button your call will be routed through your mobile network that will charge you for the call. Simply enter your account number and PIN. At the voice prompt enter your destination number and wait while we will connect you to your destination
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Can I have a monthly pack without subscribing to a prepaid?
No. You need to have one prepaid plan in order to subscribe for a monthly plan.
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Can I cancel my account at any time?
Once you open your account, you have a 14-day peace of mind period during which you can cancel your account without paying cancellation charges at any time. Refund will be available only if there is balance in your account. If any cancellations are made after 14 days then you will be charged £2 as administrative fee. Please refer our Terms & Conditions for Cancellation Policy.
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What is the cancellation procedure?
To cancel your monthly account, you need to write to us or inform us by email or phone at least 48 hours before your billing date. You will need to pay £2 as cancellation charges if the account is over 14 days old. Balance amount or remaining minutes from your monthly package will not be transferred to your prepaid plan. You are free to consume the remaining minutes before the billing date.
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What happens if I am unable to finish the minutes from a monthly pack within one month?
Minutes from one month cannot be transferred to the next billing month. For example you have Pakistan 300+ monthly package and within one month you have utilized 275 minutes, then the remaining 25 minutes will not be transferred to the next billing month.
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What happens if I use all the minutes before the end of the month?
If you finish your minutes from the monthly package before the end of your billing month then you can either upgrade your package to another one that gives you more minutes. Or you can continue with the same monthly package but all your calls will be billed as per the rates applicable from your prepaid package for the destination you are calling.
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Can I upgrade my package at any time?
Yes. If you feel that you need more minutes for a particular destination than what you have on your monthly package then you can upgrade your package at any time of the month and get more minutes. Please note that although you can upgrade at any time of the month, your billing date will continue to be the same as the date when you initially subscribed for the service. For example, if you have taken up the service on the 1st January and you decide to upgrade on the 15th then you have 15 days to utilise the minutes from your upgraded package. However in February, you will be billed on the 1st and you will have the minutes that are offered by your new upgraded package
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What is the payment process for a monthly package?
When you buy a monthly package, you need to set up a direct debit facility. Direct debit means that every month depending on the amount of your monthly package, money will be taken automatically from your account till the time you decide to discontinue using the package
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Can I get an itemised bill sent to me every month?
Yes. You can get an itemised bill sent to you every month at a charge of £1.50 each month for each plan. You need to email us or call us to request your monthly bill.
You can also check your call records, account balance, payment history and all other details for free by logging into your account from the website using your User ID and PIN.
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