Service alerts and network problems

Are you experiencing problems with your phone or internet connection, and are there no known alerts or outages? Then follow the steps below to get back online as quickly as possible.

1. Check your SIM card and network
   • Turn your phone off for 5 minutes and then turn it back on
     Your phone will try to reconnect to the network. Tip: If your phone often has no signal, try this. It usually solves the problem.
   • Check if you have reception
     Check if you have reception by looking at the bars on your screen. If there are no bars, you can try to select the KPN network manually in your phone's network settings.
   • Check the coverage in your area
     View our coverage map . Should you have coverage but are still unable to connect? Please contact customer service.
2. Check your usage and settings

• You can view this information via Mijn Simyo > Invoices or in the Mijn Simyo app. If everything looks fine, try the following steps.
• Are you unable to make calls?
  • Check your network settings on Mijn Simyo > Settings.
    Here you can see whether you have the correct settings for, for example, 'Bellen in en naar het buitenland' (Calling in and to foreign countries or ‘Bellen naar informatienummers’ (Calling information numbers).
  • Seeing an error message on your phone screen? Check what to do when you see an error message .
• Do you hear an error message when you call? Check our solutions for error messages when calling .
• Are you having problems with your PIN code? Read what you can do if you have problems with your PIN code .
• Can't connect to the internet?
  • Check your network settings on Mijn Simyo to see if the option ‘Internetten in Nederland’ (Internet in the Netherlands) is enabled.
  • Check the internet settings on your phone. Our device help will help you do so and change the settings step by step.
  If the above steps do not solve the problem, test your SIM card and phone as a ‘cross-test’.
• Remove your SIM card from your phone and insert it into another phone. Still no connection? Then your SIM card is probably defective. You can request a replacement SIM card at Mijn Simyo . It's best to also test another SIM card with your phone. Still no or poor reception? Then your phone's antenna may be defective. We recommend having your phone checked.

• Problem still not solved?
  Contact our customer service to report the outage.

Was there a network outage near your home that lasted more than 12 hours? If so, you may be eligible for compensation. You can report the outage to us. Our customer service team will process your claim and determine whether you are entitled to compensation.

How will I be compensated?

Of course, it's always an inconvenience to experience an outage. That's why you can receive compensation for the time you had no connection due to the outage. The minimum compensation is €1. Each additional day is added to this amount. The compensation differs for Prepaid and Sim Only.

For Prepaid, €0.50 per day (from 12 noon) will be reimbursed. If you are eligible for the compensation, the amount will be added to your call credit as soon as possible.

For Sim Only, compensation is based on your daily subscription cost, starting from 12 noon.

Have you completed the above steps and confirmed that you are/were experiencing a disruption in your area? Then you can sign up for compensation .

We try to provide a resolution time for the outage as clear as we can. Keep an eye on this page for the latest updates. If there are any changes to the resolution time, you will find them here.

You can reach our customer service team by phone or via online channels. If you don't have a network connection, try contacting us via WhatsApp or Chat using an available Wi-Fi connection.