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Frequently asked questions

If you have any questions regarding this website, or any other questions related to mobile use in the Netherlands, please check these frequently asked questions first. If your questions are still not answered, you can always send us an e-mail.

Switching providers

  • Why switch mobile providers?
  • When will I have to switch providers?
  • Which subscriptions are available to me?

Applying for a subscription

  • Can I choose the start date?
  • What is the switching service?
  • Is there a sample letter of cancellation?
  • I’m switching providers, what is the phone number I should enter?
  • What are the prices of which my subscription is structured?

Your wishes and preferences


After you have ordered

  • What happens after I have ordered?
  • Can I cancel my order?
  • What is the estimated delivery time of my order?

The 5 most frequently asked questions:

  • Mobile subscription or prepaid sim only?
  • Which plan should I choose?
  • What is the 4G mobile Internet?
  • Which provider is best?

Mobile subscription or prepaid sim only?

If you want a new mobile phone, you have the choice to buy it without a subscription, with a prepaid card, with a sim only subscription or purchase/get it in combination with a (fixed) subscription.

More and more people are moving away from prepaid sim cards and use a sim only subscription. The main reason for this is that mobile Internet is becoming increasingly important for mobile phone users. Nowadays, almost all types of subscriptions are fully focused on Internet.

If you are not using a smartphone, nor do you need mobile Internet and make very little calls or send hardly send any text messages, then it may still be useful to opt for a prepaid sim card. This is however very rare. You can usually buy a prepaid sim card for 10 euros, including 5 or 10 euros credit. Thus, you will get a free sim card. It is possible to use prepaid Internet on a phone, however it is significantly more expensive. Calls are usually cheaper with a sim only subscription, despite the fact that you do not have a smartphone.

There are many people who want to have the newest mobile subscription available. This is available in the form of a subscription in combination with a mobile phone. With extensive mobile subscriptions you get the mobile phone free of charge or at a substantial discount, however you will pay a higher amount for your monthly subscription (as you will be paying an additional monthly amount for the phone).

If you are satisfied with your current phone, or you’ve found a good (used) smartphone, it may be wise to opt for a sim only subscription. In this case you only pay for the subscription, which costs considerably less compared to a 'traditional' subscription.

On you can compare both mobile subscriptions and sim only subscriptions.

Which plan should I choose?

The choice of a mobile subscription or a sim only subscription depends on your personal situation. Did you make many calls when you were a prepaid user? Is the mobile phone which you selected with your last mobile subscription still working properly? Or do you have a sim only subscription and in search of a new mobile phone?

If you have made a choice between one of the two plans, it is advisable to use a smartphone. This is a phone that is optimized for mobile Internet. If you do not want the latest mobile phone it is often wiser to buy the phone without a contract and then choose a sim only subscription. This will cause your monthly bill to be a lot cheaper than when you have a 'traditional' subscription including a phone.

Do you absolutely want to have the latest mobile phone, preferably with a large data subscription and lots of minutes and text messages? Then a mobile subscription is a wise choice, especially because you do not have to pay the higher amount at one time for the mobile phone, but on a monthly basis, as this amount is in fact spread over the entire subscription period. The more extensive the subscription you choose, the more discount you get for the amount you pay for the phone beforehand.

What is 4G mobile Internet?

4G mobile Internet is one of the fastest available mobile Internet on the market. Some providers are also already investigation the options for a 5G network, however it is not established yet in the Netherlands. 4G is the successor to 3G mobile Internet and about one in five people in the Netherlands use of 4G mobile Internet. The current standard for mobile Internet is 3G, however the expectation is that this is definitely going to change in the coming years, especially once the 5G network is up and running.

4G is based on a new technology, Long Term Evolution (LTE). 4G is currently complementing the 2G and 3G networks, which for the time being both continue to exist. The Internet speed of 4G is up to ten times faster compared to 3G.

4G also has a successor, namely 4G +. The theoretical download speed of 4G+ is 225 Mbps whereas 4G uses up to 150Mbps. 4G + is also known as LTE Advanced.

Advantages of 4G mobile Internet:

  • Streaming videos without a spotty image;
  • Good range, even in crowded places;
  • Browsing is very fast, similar to a very good WiFi connection.

More about 4G >>

Does a sim card automatically fit all phones?

Mobile phones need different types of sim cards. Older phones often use the standard sim card. If you have a smartphone you will often need a micro sim card, especially if it’s not one of the most recent phones. Only the latest smartphones (iPhone 6/7, Samsung Galaxy S7) need a nano-sim card.

If you have a mobile subscription with a smartphone you automatically receive the correct sim card. However, if you choose a sim only subscription you will have to figure out which sim card fits your phone. One advantage is that almost all providers supply a 3-in-1 sim card when you purchase the subscription. So you can press your sim card from the plastic, thus cutting your sim card is never required! If your provider does not offer a 3-in-1 sim card, you need to indicate which sim card you want when ordering. If you are having problems with your sim card, or if you have the wrong sim card, you can always use a sim card adapter.

Which provider is best?

There is no answer to the question of which provider is the best choice. There is always a difference of coverage throughout the Netherlands, depending on where you are located. Where in one place for example, KPN has the best coverage and network, this may be just another place for Vodafone or T-Mobile. It is wise to shop around and inform yourself on which provider has the best coverage in advance.

With the new 4G network there are clearer differences in the range between the various providers. For more information on coverage and 4G, you can go to our page on 4G Internet.

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