FAQ
THIS FAQ IS WRITTEN FOR OUR WEBSITE CUSTOMERS AND DOES NOT REFLECT OUR STORE POLICIES AND HOW COMPlAINTS AND RETURNS WILL BE HANDLED WHEN PURCHASED DIRECTLY IN STORE AND NOT VIA THIS WEBSITE.
Roaming
Do Plans include roaming?
Most of our plans no longer include free roaming as part of the package, if you opt for an Xtra Plan with the Vodafone network you can benefit from inclusive roaming in 52 European destinations.
Can I add free roaming?
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.
Roaming
How much does it cost to use my data abroad
The charges can vary depending on your chosen network, however in most cases you will be charged £2 or £6.50 a day depending on your destination. For more accurate pricing please visit your networks help page on their website.
If I set a spend cap will it stop me being charged
Yes, if you have a spend cap set this will stop you from using your phone abroad up to the amount of your spend cap, you can change this by using your mobile phone app.
Security ID Checks
Why do you need these documents?
We are required to complete a security check to ensure that we are a being responsible when dealing with your data and that we prevent fraud where possible.
What format is acceptable?
We request photographs only and they must be a full and clear image of the ID. For paperless bank statements, a PDF attachment is fine. We cannot accept scans.
How do I know you received my documents
You will receive an email confirmation on receipt of documents that you have emailed to us.
What if I dont have the docuemnts needed
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.
Will I be refunded if my order doesnt pass security checks?
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.
Why do you need Security checks
We are required to complete a security check to ensure that we are a being responsible when dealing with your data and that we prevent fraud where possible.
Roaming
Are my documents secure?
Yes absolutely. We keep them securely and privately and will delete all documents off our system within 24 hours after completing your order.
How do I email my documents
You will receive an email asking for additonal infomation if required to verify your identity. You can then reply to that email with your required documentation.
How long does it take to verify my documents
If we’ve confirmed that we have your ID documents, this is completed the same day, usually within 24 hours. There’s no need to get in touch, we’ll contact you as soon as we have processed your documents.
Do you accept identity cards?
As per the GOV.UK website, identity cards were scrapped in 2011 – they’re no longer valid and can’t be used as proof of identify, so unfortunately these will not be accepted.
Do I need to send in ID proofs
You will only need to provide this information if we have emailed you to request ID documents. We ask some of our customers to supply ID documents to verify their details for fraud prevention.
Returns for Online & Over the phone orders
Is there a charge for returning my Phone?
If you are returning your device you may still incur line rental charges during the cancellation process as the line does remain connected during this time.
How Long do I have to return my phone?
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.
How Long do I have to return my phone?
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.
How long does the return process take?
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.
I've ported my number can I get it back?
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.
Roaming
How do i return my phone?
Please use our contact us form or live chat to arrange a return with ourselves.
do you pay for return shipping?
We unfortunately do not offer a pre-paid label for you to return your device.
I no longer wish to return, what should i do?
Get in contact us with via our contact us form or live chat as soon as possible.
All mobile phones sold through our stores, whether by direct sale or mobile contract, are subject to a no return policy. Due to concerns regarding data security and the resalability of devices once used, we do not accept returns, exchanges, or provide refunds on any mobile devices after purchase.
Network
I have a billing query
If you have a billing enquiry, we advise in this case to contact your network provider who will be able to answer any questions you have. Alternatively, as we do not have access to your bills, we would request for a copy to be sent to us with your query so that we can assist you.
How Can i amend my spend cap
You can amend your spend cap using you relevant network phone app or by calling your network provider directly.
I'm outside of my 14 day return period, Can I still cancel?
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.
Roaming
Network Coverage
If you are experiencing issues with coverage in your area we would advise contacting the network directly, we provide all network contact information within this section of our FAQ page.
Network Contact Details
- Three: 333 from your Three Phone or 0333 300 3333
- Vodafone: 191 from your Vodafone Phone or 0333 304 0191
- TalkMobile: 5888 from your TalkMobile Phone or 0333 304 8064
I have no service
If you have no service on your sim card we would first suggest starting with turning your phone off and on again to reset it, if you are still not able to find any service we would then advise to contact your network provider directly who will be bale to advise you if there are any outages in the area or issues with your signal.
Billing
How can i see my bill?
You can view your bill in a couple of ways, this can be done by downloading the correct Mobile Phone App for your provider or by logging into your network account on a computer or laptop.
My first bill appears higher than it should be?
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.
Promotions and discounts
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.
Roaming
How do i get a copy of my bill?
Information on how you can download your bill can be found below:
- Vodafone: Click Here
- Three: Click Here
- TalkMobile: Click Here
How Long does it take to get my first bill?
Your first bill is usually produced 3 to 14 days from the date of delivery of your device, be aware that your first bill will appear higher than normal as you are charged a month in advance by the network, therefore they must charge you for any usage prior to your first bill date.
Exchanges
I would like a different phone than I ordered
In most cases you should be able to change the device you have purchased within your 14 day cooling off period, please bare in mind that an additional credit check may be required in order for us to complete this change for you.
How long does it take to exchange my phone
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.
Roaming
How long do I have to change my phone
You have 14 days to change your phone if you have changed your mind and 30 days if it becomes or arrives faulty.
Is there a charge for exchanging devices?
If you are exchanging your device you may still incur line rental charges during the process as the line does remain connected during this time.
Credit Check
My credit check has been referred what do i do?
If your credit check has been referred you would have received an email with any instructions to follow, in some cases we may request for you to contact the network directly to obtain a decision from the network as they may need to ask you some questions relating to the application.
Do i need a credit check?
In most cases you will require a credit check to be completed to confirm your eligibility for the phone contract you are applying for.
How long does a credit check take?
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.
Roaming
Who carries out the credit check?
The credit check that is completed is done by the network directly and they make the decision of your eligibility for the contract.
Why do i need a credit check?
A credit check is required to confirm your eligibility and affordability for the phone contract you have chosen.
What happens if i don't pass the credit check
If for any reason you do not pass the credit check your order will be cancelled and any pending transactions will be released back to you by your bank within 3 to 5 working days.
Keeping my number
How do i transfer my number onto my new contract?
If you wish to transfer your number from another network onto your new contract, then you need to request a PAC (Port Authorisation Code) from your current network provider. You can do this by texting the word PAC to 65075 – You will get a text message immediately with your PAC. Once you have this you will need to provide this to us during the checkout section of the website, and we will then ensure that your phone number is transferred to your new contract automatically.
How do i get a pac code
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.
What is a pac code
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.
How long does it take to get a pac/stac code
You will receive a text within 60 seconds with the code, this needs to be entered in our checkout when placing an order for a new contract.
How long does a pac/stac code last
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.
Does it cost to keep my number?
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.
Can I transfer a pay as you go number?
Yes, you can still transfer your number if you are on Pay as You Go.
I did not provide my PAC/stac at checkout, can i still port my number?
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.
Keeping my number
What if I want a new number
If you would like to switch networks, cancel your existing number, and get a new number on your new contract, you need to request a STAC (Service Termination Authorisation Code) from your current network provider. You can do this by texting the word STAC to 75075 – You will get a text message immediately with your STAC. Once you have this you will need to provide this to us during the checkout section of the website and we will cancel your existing service when we connect your new contract.
How do i get my STAC?
To get a STAC you can text the work ‘STAC’ to 75075. You then need to provide this to us so we can arrange cancellation of your old service with your old network.
What is a STAC code?
A STAC is a 9-character code in the format ‘123456ABC’ that allows you to take a new number to a new network whilst also cancelling your existing phone contract with your old network. You cannot use a STAC code to stay within the same network.
How long does it take to change my number?
Your mobile number will change within one working day after the new contract has been activated.
Do I have to use the code?
No, you don’t have to use these codes. If you do not provide a code, you will receive a new number and your old contract will stay active, you will be at risk of being charged for your previous contract as well as your new contract if you don’t cancel the code.
If you wanted to keep your number later down the line, you would need to discuss this with the network directly, we can only do this for you when you place your order.
What if i have more than one number with a network?
If you have multiple numbers with your network, you would need to call your current network or visit your online account.
Can I still transfer my number if i'm in contract?
If you are still within your contract, you may need to pay an early termination fee or ETF. You can find out if an ETF is due by texting INFO to 85075. To pay this fee, you would need to contact your network directly.
Can I port from the same network i'm currently on?
No, unfortunately the networks don’t allow you to port your number if you are staying on the same network as your current contract, if you would like to keep your number with the existing network you would be required to upgrade or you can call our team on 018734 40071 so we can help you with any other options
Roaming
Refunds & Pending Transactions
Refunds and payments via online banks
Online banks work differently to your everyday high street bank, and therefore any refunds or pending transactions may take longer to appear back in your available balance, typically up to 30 days. Don’t worry though, you can contact the bank to query this with them and they should be able to provide more information to you.
My order was cancelled before being shipped but i paid an upfront cost
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.
Why have I been charged £5 on a no upfront contract
As per our terms and conditions the £2.50 shadow payment is to verify the card you are using and is returned to you.
Roaming
When can I expect my £5 back?
You can expect this back in your available balance 3 to 5 days from the date of the transaction, as this is a pending transaction you may not see this appear on your bank statement as coming back to you.
I have returned my device, when can I expect my refund?
If you have returned your device you will receive a full refund of any monies paid 3 to 5 days after the confirmation of your contract being cancelled.
Delivery
Bank Holiday Delivery
If your order has been placed over a Bank Holiday weekend, you can except delivery of your order, if accepted, on the following working day which is usually on a Tuesday. Unfortunately, DPD are not able to deliver your phone on a Bank Holiday.
How will my phone be delivered?
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.
What can I do if I won't be in?
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.
Roaming
I've not received my delivery
In the unlikely event that you have not received your delivery and the tracking has not been updated please visit our contact us page to reach out to our Customer Service Team as we may need to contact DPD to obtain more information for you.
Can I change my delivery address?
Unfortunately, due to security measures we have in place you are not able to change your delivery address if you are taking out a new contract with ourrselves, in some cases we are able to change the address for existing customers who are upgrading with us.
Delivery Times
We use DPD’s premium next day delivery service which requires a signature on arrival. If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively rearrange delivery.
Order Time: | Expected Delivery |
---|---|
Monday to Thursday before 3pm* | Two Day’s |
Friday before 2.30pm* | Two Days’s |
Saturday before 1pm* | Three Day’s |
Sunday | Three Day’s |
*Subject to successful network and / or identity checks and stock. Excludes bank holidays. For more information on weekend and bank holiday deliveries please see our FAQs