FAQ

Some networks offer packages and add-ons that allow you to benefit from an offer for roaming and can be added and removed from your plan at any point. You can check out the available add-ons to you by visiting your networks mobile app.

You will receive an email confirmation on receipt of documents that you have emailed to us. 

Unfortunately without the documents we are unable to proceed with the order. A consideration is buying the phone you want SIM free. You won’t need any ID documents, nor will you be credit checked.

Yes, we’ll immediately return any payments you’ve made if the order is cancelled. This usually takes 3 to 5 working days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.

You have 14 days from the date of delivery of your phone if you have changed your mind and 30 days from delivery if the product you have received is faulty.

You have 14 days from the date of delivery of your phone if you have changed your mind and 30 days from delivery if the product you have received is faulty.

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and if approved the cancellation process with your chosen network provider may take up to 72 hours to complete.

You will still be able to retain your existing number if you have moved this during the 14 day cooling off period, we will ask this of you as part of our returns process when you give us a call. Please ensure you do not request a PAC Code directly from the network provider during this time as you may incur Early Termination Costs. 

You can amend your spend cap using you relevant network phone app or by calling your network provider directly. 

If you are outside of your 14 day cooling off period you will not be able to arrange to cancel your contract with us, you will be required to contact the network directly and arrange to pay any outstanding bills to cancel the contract. 

There are a few reasons why your bill may be higher than expected, we have listed some of the main ones below for you:

Your First and Last Bills

You might notice both your first bill and last bill are higher than usual. On your first bill, you’ll be charged for the first few days as well as your normal monthly charge.

Your final bill may include any additional charges you owe up to the day you cancelled. This is added to the monthly charge for the 30-day notice period.

Price increases during your plan

Your bill may increase in the middle of your plan if you have reached the end of a promotional period or inline with the terms and conditions of your contract, and the approach the network takes will depend on when you joined them.

Using your phone abroad

If you do not have a spend cap set and you use your phone abroad you will incur extra charges to do this if roaming is not included as part of your plan.

Calling or texting abroad from the UK

If you call or text an international number from the UK you will be charged for this. Call charges will vary depending on the network you are with, and visiting their website will help you in finding these.

Outside of allowance charges

When using your phone for calls, certain numbers are charges outside of your regular monthly price plan and the rates for these numbers do vary, you can find more information on these charges by visiting the website of your chosen network provider.

In some cases, your plan may include promotions and discounts, and these may not appear on your network account or bill right away. Please allow up to 7 days for this to show, and if there are any issues send us a copy of your bill so that we can query this with your chosen network for you. 

We aim to process your return as soon as possible after receipt of the device at our return warehouse, typically we aim to complete a screening of your device within 48 hours and ship a replacement to you for next day delivery following this if approved. 

In most cases you will require a credit check to be completed to confirm your eligibility for the phone contract you are applying for.

The time it takes to obtain a decision for your credit check depends on the network that you have chosen, you can expect a result within 24 hours if you purchase a product with the TalkMobile or Three network. If you chose a plan with Vodafone it may take up to 48 hours to receive an update on your order within our processing times.

To get a PAC you can text the work ‘PAC’ to 65075. You then need to provide this to us so we can arrange an automatic number transfer with your old network and cancel your old service.

A PAC is a 9-character code in the format ‘ABC123456’ that allows you to port your mobile phone number over to a new network. You cannot use a PAC code to stay with the same network.

A PAC or STAC will last 30 days from the date of the request being made, the message you receive with your PAC or STAC should include its expiry date.

You will not be charged for texting these numbers. If you are still within your contract, you may need to pay an early termination fee. The text message you receive with your code will let you know if you have any payments to make before you can switch networks.

Yes, you can still transfer your number if you are on Pay as You Go.

Yes, you can do this by obtaining a PAC/STAC code from your old / existing network and providing it to your new network. Unfortunately, you will have to do this directly with the networks.

If your order has been cancelled prior to shipment the upfront cost is a pending transaction with your bank, this transaction would have since been cancelled and the bank should be processing this back into your available balance, this usually takes 3 to 5 working days but can take between 8 to 30 days if you are with an online bank.

As per our terms and conditions the £2.50 shadow payment is to verify the card you are using and is returned to you.

Your phone will be delivered by courier (DPD) and will be packaged in a DPD Bag, a brown box and include your order inside. You or another member of your household do need to be at home in order to accept the delivery as DPD will take a photo of the parcel when it arrives.

If you are not in on the day of your delivery you are able to update your delivery date or upgrade your delivery by visiting the DPD website, logging into the DPD App or calling DPD on 0121 275 0500. Please be aware that as you have ordered a mobile phone, options such as: Leave with Neighbour, Leave in a Safe Place or DPD Pick Up Shop will not be made available to you.