FAQs
Frequently Asked Questions
To help you get the most from this website, and to help you choose the right handset at the best possible price, we've put together some frequently asked questions that should help.
- What are the Customer Service numbers for the main network providers?
- What do I do if I lose my mobile?
- Can I change operator if I am still in a contract?
- What do I do once my mobile contract has expired?
- Can I keep my existing phone number if I change contract?
- What is a PIN code?
- What is a PUK code?
- Can I use my phone abroad?
- Can I roam in any country?
- Can I roam with a prepay phone?
What are the Customer Service numbers for the main network providers?
Orange: 150 from your mobile, or 07973 100 150
O2: 08702 410 202 (contract customers) or 08705 678 678 (prepay).
Vodafone: 191 from your mobile phone or 07836 191 191
T-mobile: 150 from your mobile, or 0845 412 5000
Virgin Mobile: 789 from your mobile, or 0845 6000 789
Three: 333 from your mobile, or 08707 330330
Tesco Mobile: 0870 900 4455
What do I do if I lose my mobile?
When you first get your new phone, make a note of its serial number, which is a 15 digit number known as the IMEI and it's usually found inside the phone when you remove the battery. If your phone is lost or stolen, this can be used to bar your phone quickly, and to enable the police to trace a stolen phone. You can also get this number from the phone software, by entering '*#06#'. If you lose your handset, you need to contact your service provider and the police. Your provider will bar both the mobile phone and the SIM, so that both are useless to anyone that tries to use either.
A useful number to call for any UK network if your mobile is lost or stolen is 08701 123 123.
Can I change operator if I am still in a contract?
You can take out a new contract but you will be liable for the line rental on your existing contract for the remainder of the contract period. Most networks ask for a 30 day notice period to cancel a contract.
What do I do once my mobile contract has expired?
You have three options:
1) Take out a new contract with any network and a new mobile number. This is the most popular option.
2) Take out a new contract with a DIFFERENT network and PORT your existing number
3) Renew your contract direct with your network. This is called an upgrade and your network will send you a new phone. This option is likely to work out much more expensive compared to a new contract and you won't have the wide choice of tariffs and handsets.
Can I keep my existing phone number if I change contract?
Ironically, if you take a new contract on the same network then you will have to take a new mobile number and cancel your existing contract. However, if you take a new contract on a different network you can keep your existing number. This is known as porting.
Should you port your number to a new operator, you should call your service provider and ask for a PAC (Porting Authorisation Code). The network will issue the PAC by phone or by post within 2 working days of your request. Once you have this number you can use our switching service, entering the PAC number and your old mobile phone number where indicated on the web site order form.
What is a PIN code?
The PIN (Personal Identification Number) is a security feature of your SIM card. It is given when you connect to a network. Activating your PIN can prevent your mobile phone number from being used if it is lost or stolen. If you wish to activate your PIN or change it you can do so by using the security feature on your phone.
What is a PUK code?
If you fail three times to enter the right PIN number when asked, you'll be asked for your PUK code to prove you are the phone owner. PUK stands for 'Pin Unlock Code'. You'll need to phone your network provider Customer Services for your PUK code to unlock the SIM. For security reasons, it's only the network operator that can legally provide you with a PUK code to unlock your SIM.
Can I use my phone abroad?
You can travel with your phone and this is known as roaming. You may need to set your phone to international roaming by calling your service provider.Your operator has agreements with foreign networks that allow you to make and receive calls, send and pick up text messages as well as use some of the other mobile services (such as access to voicemail or topping-up credit on pre-pay phones) just as you do at home. The exact services available and the charges for their use vary between operators.
When you use your phone abroad, the foreign network provider sends a bill to your operator. Your operator then charges you for your usage whilst abroad. International roaming agreements are quite complex and wholesale charges can vary depending on a number of factors. Recently, operators have been cutting the amount they charge for roaming after pressure from the EU.
Can I roam in any country?
That depends on your handset. Your handset must work on the frequencies used in the country you are traveling to. For example, the US uses different frequencies to the UK. Tri-band phones work on 900/1800 frequencies common in Europe, Africa, Asia and Asia Pacific, plus the 1900 frequency in the US and Canada. Quad band phones also work on the 850 frequency found so are more global.
Can I roam with a prepay phone?
You can, but it is likely to be more expensive than it is with a contract deal, where the monthly line rental costs are often offset by cheaper roaming rates. Therefore, if you travel regularly, it's worth changing to a contract deal. However, if you travel regularly to the same country, it's worth considering signing up to a contract with a local provider, enabling you to pay local rates.