How do I activate my SIM card?
Just call 1250 to activate your new SIM card. If you are using your SIM for data only, you will still need to activate the SIM card by putting it into a mobile handset and dialling 1250.
What network do you use?
We are classified as an MVNO (Mobile Virtual Network Operator). We use the EE network to carry our service which provides you with excellent signal coverage.
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 point of order and we can move your existing number onto our service.
How do I check the balance on my phone?
Just dial *125# and press SEND, or text 'BALANCE' to 1250, or call 1250 and follow the instructions.
Can I get a nano-SIM?
While we don't stock nano-SIMs in stores, you can order a nano-SIM online.
How can I order a bundle?
Visit our bundles page, select the bundle you want, and then text the code for that bundle to 1250. You must have enough credit on your account balance for the bundle that you want, otherwise the order will fail.
How much am I charged when I use up all my bundle?
If you use all your bundle allowance, you will be charged our standard rates for any further calls, texts or data.
If I don't use all of bundle up in 30 days, does the remaining allowance roll over?
Our bundles only last for 30 days, so any balance that is not used during that period will be deleted from your account.
Check your voicemail
Voicemail is automatically activated once you set up your mobile. To access voicemail and to set up a voicemail PIN, dial 555 and follow the instructionsYou can pick voicemail up overseas by dialing 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)?
From 15 June 2017 all roaming charges within the EU will be removed. The new EU "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 will include roaming calls and out of bundle costs will be the same as if the call was made in the UK.
Exceeding the minutes, texts and data allowances of your bundle will still be charged in the EU as it would in the UK.
Before you go abroad, make sure you register your debit or credit card details with our top-up service. Then when you are abroad, visit our website to buy a top up.
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.
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:
- Access Point (APN): everywhere
- User name: eesecure
- Password: secure
- Proxy: not set
Picture messaging (MMS)
- APN : eezone
- MMS proxy : 126.96.36.199
- MMS port : 8080
- MMS url : http://mms
Should you need help please call us on 01608 434 000.
What If I lose my SIM?
Please call customer services on 01608 434 434 Mon-Fri 10am-4pm; or 01608 434 072 at any other time to report your lost SIM. You can also send us an email to firstname.lastname@example.org. 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.