Please see some of our most frequently asked questions below
Please see our latest Terms & Conditions here – they are located via a link in our email footer too!
Sales/Customer Service
9am – 5pm Monday to Friday
Out of Hours
email/ticket/online only
5pm – 9pm Monday to Friday
10am – 6pm Saturday & Sunday
Sales will be dealt with within working hours, OOH Support covers emergency requests, such as loss of service or applying lost/stolen bars.
Your first bill is generated around the 15th of the month after you join…
> Usage & One Off Purchases are billed the month after they happen (so charges in March are generated on your 15th April bill)
> Services are billed a month in advance (your 15th April bill will show services for May only)
So your first bill is usually higher because it will include the Usage & One Off Charges + Services for the month you joined PLUS advance rental on your Services for the following month.
Our Tip! Consider switching to us on the last day of the month to reduce your first bill, switching on the 1st means your first bill will effectively have 2 months worth of charges.
Please Note – It’s is perfectly normal & usual for telecom services to be billed in this way, we cant send first bills any sooner – if you’ve moved providers, it gives time for you to receive any refunds from your old provider – please speak to us if you need any more information!
Yes – we offer a one time/per month ‘failsafe’ against out of bundle spending on all our eligible EE, O2 & Vodafone tariffs, once triggered, your service is barred to prevent any further costs to the bill payer. You must leave the bar in place till the limits refresh (on the 1st of each month) to benefit from the cap’s protection. You can of course, remove the cap when triggered, but in doing so, you would be liable for all the charges applicable (please note, call records can be delayed, especially when roaming so we can’t say exactly how much has been spent up to that point, hence we would always recommend leaving the bar in place till limits refresh to save you a nasty bill!)
Bill Caps are auto enrolled & are set at a minimum of £12 per connection
You can opt out or increase this cap (please email us) changes take effect from the 1st of the following month.
We also offer a range of additional alerts to help manage unexpected usage – please speak to us to find out more!
Please refer to our complaints procedure for all the details
Step 1 – Raise the complaint with us – we have 8 weeks to resolve the issue
Step 2 – Escalate to Ombudsman – If we can’t resolve it for you (or you are not happy with our resolution)
If we haven’t been in touch with you already – get in touch – our response times are pretty quick!
If the loss of service is NOT relating to usage – It may be a blip in the local area or something else, try turning your device on airplane mode for 5 mins, or even taking the SIM out & re-inserting, as that can help!
This is absolutely fine, we’d love to keep you as a client but we totally understand, things change!
We just need to sort a few things out depending on the status of your contract:
> In Contract – we will need you to pay off your contract to move away or cancel your services, a final bill will be generated after services have moved away.
> Out of Contract – it’s just 30 days notice + £30 per number to cease or move away (if the number is over 24 months old with us, the fee does NOT apply)
Either way, get in touch as soon as possible so we can assist.
SIM Cards – we will bar the current SIM & arrange a replacement SIM or eSIM to be sent to you asap
Phones/Devices – you’ll need to claim on your business insurance after reporting the issue to the police (for stolen phones) or you can purchase a new one from us!
Brand New Devices come with their standard manufacture warranty (unless otherwise advised), please refer to the manufactures website for further details and to make a claim
Refurbished items come with their own warranty terms via our Supplier. Please speak to us if there is an issue with refurbished stock.
Accidental Damage/Lost or Stolen – you’ll need to claim on your business insurance after reporting the issue to the police (for stolen phones) or you can purchase a new one from us! Alternatively, the manufacturer can often offer a paid repair service, contact the manufacturer directly for this!
