• General
• JouwACN Mobile
• ACN Talk 200
• ACN Talk 750
• ACN Bonus 1+1
• ACN Voicemail
• Billing & Payment Methods
• Messaging & Multimedia
• Number Portability

No. Applications for new numbers will be assigned a number, unless you port a number to ACN from another operator.

Yes, discounted pricing between ACN Mobile subscribers is available on all ACN Mobile calling plans.

No, ACN offers a SIM-only mobile product. You can use any unlocked GSM handset (dual-, tri- or quad-band) capable of operating in the standard GSM 1800 frequency range. Some older handsets may only operate in the 900 frequency range and therefore will not work with ACN’s mobile service within the Netherlands.

The contract period is a minimum of one full calendar month with automatic extension if not cancelled except for customers on the ACN Talk 200 calling plan where the minimum contract period is for 6 full calendar months starting from the 1st day of the full month after activation. After the 6 full calendar month minimum contract period has passed the contract period will be one full calendar month with automatic extension if not cancelled. Cancellation requests before the end of the month will be effective at the end of the following month.

Provisioning for ACN’s mobile service will occur within 10 working days.

Simply insert a SIM card from a different network operator than the one currently being used into the phone. If the phone works it is unlocked. A fee may be charged by the existing network operator if the unlock code is requested before the end of the contract - dependent on the Terms & Conditions of the selected package. Operators have to submit the unlock code after 12 months should you request it. Some handsets may be supplied to the customer with an additional package lock (or so-called GID lock).

A GID lock (or package lock) prevents heavily subsidised pre-paid phones to be used on a low subscription package with the same operator.

Yes. If you have a locked handset from your current provider, your provider is obliged to give you the unlock code after one year, regardless of your current contract period. You can then unlock your phone and use it with an ACN SIM card.

Residential users can have up to 5 subscriptions. There is no limit to the amount of subscriptions business users can have provided they pass a credit check.

Yes, with roaming ACN’s mobile subscriptions will work outside of the Netherlands, wherever Telfort has a roaming agreement. Click here for more information.

Yes. With an ACN Mobile subscription you are automatically provisioned for roaming outside of the Netherlands. Coverage is based on the network provider’s international roaming agreements. GPRS roaming is only available on selected networks in selected countries. For more information click here.

For details on network coverage click here.

Yes, by simply entering **04*PIN code*new PIN code*repeat new PIN code# after inserting the new ACN Mobile SIM card into your phone.

You will receive your PIN and PUK codes in your ACN welcome letter. If you have lost your PUK code simply contact ACN’s Customer Service department.

ACN’s SIM card allows you to store up to 200 numbers.

You should immediately report it to ACN by contacting our Customer Service department. Your subscription will then be blocked to prevent unauthorised use. You can also block your subscription via JouwACN Mobile.

No. You can, however, request this via JouwACN Mobile.

Currently ACN does not support UMTS in the Netherlands.

JouwACN Mobile is secured using a "thawte" Digital Certificate. This ensures that all information you send to us via the World Wide Web will be encrypted. Please click on the "thawte" Trusted Site certificate when visiting JouwACN Mobile to demonstrate our commitment to keeping your data secure.

All the changes that do not require a signature can be made by calling ACN’s Customer Service department.

No. Changes to calling plans and the SMS and GPRS bundle options will take effect from the beginning of the following calendar month.

You can access and view information for up to 6 months following cancellation, however, changes can no longer be made.

JouwACN Mobile is our innovative customer service tool that allows you the convenience of managing your ACN Mobile subscription online, 24 hours a day, 7 days a week.

With JouwACN Mobile you can:
- view, correct and amend your personal data;
- view and amend your contract information and change payment details online;
- enter security information to ensure we can confirm your identity should you need to contact us;
- choose and personalise your options for itemisation reports and connection data;
- order new subscriptions online;
- view an overview of all your mobile subscriptions and their current status;
- change and amend your calling plan, product and network options online;
- view your unbilled usage: view, review and print your call details and itemisation reports;
- set your usage limit for ACN Slim subscriptions and 
- view and print monthly reports of your usage and frequently called numbers.

Via the link in the top menu of our dedicated mobile website, or simply click here.

Your user name and password are provided in your welcome letter.

The site opens in a different window for security reasons. The prefix for the URL is https: which indicates that JouwACN Mobile is secure. This ensures that all your personal information is encrypted and protected.

We may need the answer to this question to confirm your identity if you contact us. For example, if you call to change personal data or report a lost or stolen SIM card.

Yes, simply click on Change Password.

Yes.

Your email address is required to send you notifications of when your monthly invoice and reports are available online and to confirm any changes you have made to your details.

Yes, you can apply for additional subscriptions in Your Account Details (Je accountgegevens). For more information, refer to the JouwACN Mobile user guide.

The login information for this subscription is the same as the login information you are currently using. One login is generated per person, regardless of the amount of subscriptions held, and is provided in the welcome letter of the first subscription applied for. The number associated with the first subscription applied for is known as your Primary Number.

The number associated with the first subscription applied for is known as your Primary Number. Your login information for all your subscriptions will be provided in the welcome letter for your Primary Number.

Yes, you will still be able to receive calls, but outgoing calls will be barred.

Yes, you can change your calling plan in Your Account Details (Je accountgegevens). Changes to your calling plan will take effect from the 1st of the next month. For more information, refer to the JouwACN Mobile user guide.

Yes, you can change your GPRS option in Your Account Details (Je accountgegevens). For more information, refer to the JouwACN Mobile user guide.

Simply click on Reports (Rapporten) to view and print your invoices and summary monthly reports of your usage statistic by subscription.

The contract period is a minimum of one full calendar month with automatic extension if not cancelled except for customers on the ACN Talk 200 calling plan where the minimum contract period is for 6 full calendar months starting from the 1st day of the full month after activation. After the 6 full calendar month minimum contract period has passed the contract period will be one full calendar month with automatic extension if not cancelled. Cancellation requests before the end of the month will be effective at the end of the following month.

Yes. If you do not fully use the allocated monthly inclusive minutes in one month the remaining minutes are transferred to the following month for use in that month. These are minutes are used up first from the new inclusive minutes amount. If at the end of the following month there are unused inclusive minutes from a previous month they cannot be transferred again to the next month.

No. The inclusive minutes are only valid for national calls to standard fixed and mobile numbers. Calls to international numbers, calls received or made while roaming, calls to Premium rated services and calls to Service number (0900xxx for example) are expressly excluded from the inclusive minute bundle.

Yes in principle you can change from ACN Talk 200 to another calling plan offered by ACN but only after the 6 full calendar months binding period has ended. Please note that the 6 full calendar months binding period starts from the 1st day of the month following activation.

Yes. If you do not use the allocated monthly minutes, you can use the remaining minutes during the following calendar month, for one month only.

No. Unused ACN-2-ACN minutes cannot be transferred.

No. The inclusive minutes apply to national calls to fixed and mobile numbers only (to ACN and non ACN customers) and excludes premium rate calls and calls to service numbers (such as 0900xxx).

No. Earned ACN-2-ACN Bonus Minutes can only be used in the following calendar month.

No.

No. The ACN-2-ACN Bonus Minutes can only be earned on national calls to fixed and mobile numbers only (to ACN and non ACN customers) and excludes premium rate calls and calls to service numbers (such as 0900xxx).

Yes, ACN Voicemail is available with all of our calling plans and contains extensive user functionality to ensure you won’t miss a thing!

ACN’s voicemail system is simple to use. Please click here for instructions.

Simply dial 1233 from your mobile phone at anytime to listen to and manage your messages.

To reach your voicemail from another phone (fixed or mobile) dial your own mobile number or 06 4920 1233. Interrupt the greeting phrase by entering ‘*’ and then enter your mobile number and voicemail PIN code. You will then be able to hear your messages.

Yes. When outside of the Netherlands the voicemail dial in number is +31 6 4920 1233. Normal roaming charges will apply and you will only be able to reach your voicemail from your own mobile phone. You will need your voicemail PIN code to access your mailbox from another country. Please note, however, that this number may not work on selected networks. For more information click here.

Calls made from within the Netherlands to retrieve your messages or manage your voicemail service are charged according to our published prices. Roaming charges apply when retrieving voicemail from another country.

All calls are charged on a per second basis and a call set-up fee applies to each call (including calls which have no per minute charge).

ACN offers payment by direct debit or acceptgiro. Charges will apply to payments made by acceptgiro and you will receive a paper invoice each month. Unless otherwise requested, invoices will be available online for direct debit customers.

No. To enjoy the benefits of ACN’s mobile service, you must have both a registered and billing address in the Netherlands.

A charge of €25 is applied for the connection fee and your SIM card.

The ACN SIM card will already be preset with the number to our SMS centre so you can start sending SMS immediately.

Your can store as many SMS messages as your phone memory will allow.

You must have an MMS compatible phone that is configured with the required settings to send MMS. These settings are available to download here. You must activate the GPRS option in order to send MMS. There is a nominal one-time activation fee for the GPRS option.

You can store as many MMS messages as your phone memory will allow.

If you have a GPRS compatible phone that is configured with the required settings, you can use the high speed internet access. These settings are available to download here. The activation of GPRS is subject to a nominal one-time fee.

No. Unused SMS or GPRS data volumes cannot be transferred.

Yes, ACN supports Number Porting, which will allow you to keep your existing mobile number. It is possible to transfer both pre-paid and post-paid mobile numbers to ACN.

If you would like to keep your existing mobile number when you sign up with ACN, you must submit a completed MTA with a Number Porting Agreement (NPA), and provide your representative with details of the contract you have with your current provider.

You should also specify the date on which you want the porting to occur - this should be after the contract period that you have with your current provider. 

It is not necessary to contact your current provider because your contract will automatically be terminated when the number is ported to ACN. 

If you are porting a number from a pre-paid service, any unused balance will be lost when the number is ported.

Once your current provider approves the number porting, you will receive a confirmation letter from ACN. Closer to the porting date, you will receive your Welcome Letter and SIM card. 

On the porting date, simply replace your old SIM with your new ACN Mobile SIM, which will become active during the day of porting. 

Please note that numbers can only be transferred if the account is in your name.

If you submit the NPA more than 2 weeks prior to your requested porting date, and this porting date is after your current contract ends, then the number porting should occur on that date. However, if the date you request is within the period that you're contracted to your current provider, ACN will endeavour to port your number on the earliest date possible. We will of course inform you of any changes to the porting date.

If your current contract has a cancellation notice period, you should also request a porting date that is after the notice period. 

Please note that number porting cannot occur on weekends or public holidays and ACN cannot port your number if your current contract has already been terminated.

Yes, however, a porting-out fee may be charged.