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Mobile

What network do you use?

We are classified as an MVNO (Mobile Virtual Network Operator) which means  we create our own bundles to make sure you get the best prices. 

We use EE to carry our service.

Use the Ofcom mobile checker to find out the indoor/outdoor Voice, 3G and 4G coverage in your area. 

Can I keep my number if I switch to you?

Yes. All you need to do is request a PAC (Porting Authorisation Code) from your current supplier and pass this to us at the check out point of order and we can move your existing number onto our service.

Please note that we will need at least 5 working days' notice before your PAC expires to transfer your number to our network.

My phone's been stolen, what do I do?

To report a stolen phone please call our team on 01608 434 000 or if you are a business customer please call 01608 434 070 (Mon-Fri 09:00-17:30), or 01608 434 072 (at all other times).

Can I keep my phone if I switch to you?

Any handset can use our service, but you may need to get yours unlocked if it's been provided by another network.

Check your voicemail

 

You can access voicemail from your handset:

For EE network customers - dial 555

For Vodafone network business customers - dial 121

For O2 network business customers - dial 901

By dialling your mobile number from another phone. When voicemail answers your call, press * and enter your access code.

You can pick voicemails up overseas by dialling your own number in "international format." Leave off the first zero, and add 44 to the front. Example: 44757900855623.

Is your service 4G?

All new connections have access to 4G. If you signed up with us before July 2016 you may need to activate 4G. Depending on how long you have been a customer, you may also need a new SIM card. To request one please call us on 01608 434 000 or 01608 434 070 if you are a business customer.

Can I use my phone while abroad (roaming)?

 

Yes, and if you’re within the EU (plus Switzerland) the new "roam like at home" rules mean that you can use your mobile phone while travelling outside the UK to any EU country and you won’t have to pay any additional roaming charges. Bundle allowances include roaming calls and out of bundle costs will be the same as if the call was made in the UK.

If you are travelling outside the UK please contact our customer service team on 01608 434000 to ensure your ‘Roaming’ facility is active. Please note that as standard we bar international access to avoid excess costs to our customers, so please ensure that you get in touch to discuss this before travelling.

Exceeding the minutes, texts and data allowances of your bundle will still be charged in the EU as it would in the UK.

Outside the EU, roaming can be expensive, and from 1 November 2017 roaming outside the EU will be subject to 20% VAT. Most handsets have a setting that will allow you to disable roaming and data roaming, so you can choose whether or not to make and receive calls or use data while abroad. We can also switch roaming off for you if your handset doesn't have the option. 

Read more about Roaming and International calls

How do I set-up the internet and MMS on my handset?

Your phone should automatically find the settings it needs to use data and picture messaging (MMS). If that's not the case, you may need to change them manually within your phone's APN settings:

Internet (APN) - EE network customers

  • Access Point (APN): everywhere
  • User name: eesecure
  • Password: secure
  • Proxy: not set

Picture messaging (MMS) - EE network customers

  • APN : eezone
  • MMS proxy : 149.254.201.135
  • MMS port : 8080
  • MMS url : http://mms

Vodafone network business customers:

  • Access Point (APN): wap.vodafone.co.uk
  • Username: wap
  • Password: wap
  • Proxy: Not set
  • Port Number: 8799
  • MMS proxy: 212.183.137.12

O2 network business customers:

  • Access Point (APN): wap.o2.co.uk
  • Username: o2wap
  • Password: password
  • Proxy: Not set 
  • Port Number: 8080
  • MMS proxy: 193.113.200.195

Should you need help please call us on 01608 434 000 or 01608 434 070 for business customers.

What if I lose my SIM?

Call us from a landline, or other mobile, on 01608 434 434 Mon-Fri 8am-9pm; Sat 9am-3pm, or 01608 434 072 at any other time to report your lost SIM. We will suspend it so no-one else can make calls. Then we will send you a new SIM card, which will have the same number as your old one.

Are the handsets you sell unlocked?

Yes, all our handsets are unlocked.

Switching your mobile to another provider

Pay Monthly Customers

If you want to leave us, we’re sorry to see you go. There are a few options available to you and the information below will help you decide what is right for you.

Thinking of leaving us - Switching Information

If you are considering switching and you want to know if you would have to pay any Early Termination Charges if you were to switch now, you can check your online account, call us, or send us a text message with the word ‘INFO’ to 85075. We’ll then provide you with the information and send you a text message to confirm.

Moving to a new provider and taking your mobile number with you.

If you want to change mobile provider and keep your mobile number, you will need to request a Porting Authorisation Code (PAC). You can get a PAC free of charge via one of the following channels:

  • Call us on 01608 434 000;
  • Your online account;
  • By sending a text message with the word ‘PAC’, to 65075.

If you have multiple numbers on your account, you can only request a PAC via your online account or by calling us. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call us on 01608 434 000.

If you are a business customer, you will need to go online or speak to your account manager.

If you a residential customer, after you request a PAC, we’ll immediately send you a text message with your code. If you are a business user, you will receive it within two working days at most. This message will let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. There will also be a link to your online account, where you will find more information about your contract and other lines and services you have with us. You can always call us on 01608 434 000 if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your PAC to your new provider. Once you have switched, your mobile number will transfer to your new provider, service with us for this mobile number will terminate and we will stop billing you for this number.  

Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch, and you will continue to be billed.

Moving to a new provider without keeping your current mobile number

If you want to change mobile provider and automatically cancel your current service but not keep your mobile number, you can request a Service Termination Authorisation Code (STAC).

You can get a STAC free of charge via one of the following channels:

  • Call us on 01608 434 000;
  • Your online account;
  • By sending a text message with the word ‘STAC’, to 75075.

If you have multiple numbers on your account, you can only request a STAC via your online account or by calling us. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call us on 01608 434 000.

If you are a business customer, you will need to go online or speak to your account manager.

If you are a residential customer, after you request a STAC, we’ll immediately send you a text message with your code. If you are a business user, you will receive it within two working days at most. We will also let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. There will also be a link to your online account, where you will find more information about your contract and other lines and services you have with us. You can always call us on 01608 434 000 if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your STAC to your new provider. Once you have switched, your service with us for the mobile number will terminate and we will stop billing you for this number. 

Please Note: A STAC will not transfer your mobile number and once a STAC is used you will be unable to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

Your STAC will be valid for 30 days. If you do not give your STAC to your new provider, your service will not switch, and you will continue to be billed.

Cancelling without changing provider

You can also call us and ask us to terminate your contract. If you are not transferring provider, you will not need a PAC or STAC.  You will be subject to a notice period according to your contract, during which we will continue to provide you with our service and at the end of the notice period, we will terminate the mobile number and stop billing you for this number.

Please Note: When you cancel your account, your mobile number will terminate, and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

Pay-As-You-Go customers

If you want to leave us, we’re sorry to see you go. There are a few options available to you and the information below will help you decide what is right for you.

Thinking of leaving us - Switching information

If you are considering switching and you want to know your current credit balance, you can check your online account, call us, or send us a text message with the word ‘INFO’ to 85075. We’ll then provide you with the information and send you a text message to confirm.

Moving to a new provider and taking your mobile number with you.

If you want to change mobile provider and keep your mobile number, you will need to request a Porting Authorisation Code (PAC). You can get a PAC free of charge via one of the following channels

  • Call us on 500 from your mobile;
  • Your online account;
  • By sending a text message with the word ‘PAC’, to 65075.

After you request a PAC, we’ll immediately send you a text message with your PAC. This message will let you know what the current credit balance is on your account. There will also be a link to your online account, where you will find more information about your Pay-as-you-go account. You can always call us on 500 from your mobile if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your PAC to your new provider. Once you have switched, your service with us is terminated - just remember to use any credit you have left as you will lose it when the switch is complete.

Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch to your new provider and your number will not port.

Moving to a new provider without keeping your current mobile number

If you want to change mobile provider and automatically cancel your current service but not keep your mobile number, you can to request a Service Termination Authorisation Code (STAC).

You can get an STAC free of charge via one of the following channels:

  • Call us on 500 from your mobile;
  • Your online account;
  • By sending a free text message with the word ‘STAC’, to 75075.

After you request an STAC, we will immediately send you a text message with your STAC. We will also let you know what the current credit balance is on your account. There will also be a link to your online account, where you will find more information about your Pay-as-you-go account. You can always call us on 500 from your mobile if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your STAC to your new provider. Once you have switched, your service for the mobile number will be terminated - just remember to use any credit you have left as you will lose it when the switch is complete.

Your STAC will be valid for 30 days. If you do not give your STAC to your new provider, your service will not switch to your new provider.

Please Note: A STAC will not transfer your mobile number and once a STAC is used you will be unable to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

Cancelling without changing provider

You can also call us, and ask us to terminate your contract, for which you won’t need a PAC or STAC. Just remember to use any credit you have left as you will lose it when you cancel your account.

Please Note: When you cancel your account, your mobile number will terminate and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

Giving your PAC or STAC to a new provider

If you decide to switch to us, you can pick a new phone or plan online, via calling us or in one of our stores. You can give your PAC or STAC online, to our customer service advisors in-store, or on the phone.

You will be able to provide us with your PAC or STAC during the sign-up process and once you receive your device and start to use it, we’ll arrange the switch.

For customers who provide us with a PAC, we’ll switch your mobile number on the next working day and your old provider will cancel your account once the mobile number has transferred.

For customers who provide us with a STAC, we’ll let your old provider know and they will cancel your account the next working day after you start using your new SIM card.

If you want to switch later, you will have to contact us when you’re ready to switch your service and give us your PAC or STAC. You can do this by going online, calling us on 500 from your mobile or going to one of our stores. But please be aware that your PAC and STAC is only valid for 30 days.

If you intend on using a handset device which is locked to another network, please ensure you unlock the device before you provide your PAC or STAC, otherwise the new SIM will not work with the device.