FAQ

Please see our latest Terms & Conditions here

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 only covers emergency requests, such as loss of service or applying lost/stolen bars.

You can:
> email us at hello@pickmobile.co.uk
> call us on 01543 224 037
> use the online contact form here

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 perfectly normal & usual for telecom services to be billed in this way, we can’t 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!

All networks employ fair usage policies to make sure their services remain reliable for everyone and are not abused by misuse or fraudulent persons. They help prevent network overload and ensure that all customers, including businesses, get the level of service they need.

You can request your applicable limits from us by sending us an email.

As a guide, standard fair usage is usually set around the following limits (per month/per SIM):
> 600GB Data
> Tethering more than 12 Devices at a time
> Making more than 3000 calls
> Sending more than 3000 texts
> Using more than a set amount of data outside the UK (usually around 25GB)

(What about Sharer Bundles? If you have a large shared bundle (of over 600GB) your users will still have full access to this each month (you have paid for it after all!). We set limits per user to reduce the risk of overage, but fair usage (on individual SIMs) will still be there to stop one SIM using the majority of the allowance)

If you know you will be legitimately needing more than the above limits (for example M2M, iOT devices), we can still assist, so please get in touch.

Yes – we offer a one time/per month ‘failsafe’ against out of bundle spending on all our eligible EE, O2 & Vodafone tariffs. This is the only cap that offers 100% protection on spending so it’s important to understand and set it correctly for your needs.

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 the following minimum amounts:
> EE – £12 (increase in £12 increments only)
> O2 – £10
> Vodafone – £10
> Three UK Safe – n/a – no out of bundle usage is allowed on this tariff

You can opt out or increase your cap by contacting us – Removal is instant but changes to the cap amount will always take effect from the 1st of the following month.

We also offer a range of other alerts (in addition to the regulated Spend Cap) to help manage unexpected usage – please speak to us to find out more!

We hope you will never need it but please refer to our complaints procedure for all the details!

Step 1 – Raise the complaint with us – we have 6 weeks to resolve the issue
Step 2 – Unresolved Disputes can be escalated to our ADR Scheme (CISAS)

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, you can even try taking the SIM out & re-inserting it (It can help!)

This is absolutely fine, we’d love to keep you as a client but we totally understand, things change.

Just drop us an email (hello@pickmobile.co.uk) or call us (01543 224037) and we will help!

PAC Codes have a 30 day expiry date (so have your supplier place the order before it expires) If you need a new PAC, just let us know!

We will need to sort a few things out depending on the status of your contract:
> In Contract – we will need you to pay off your remaining 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

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/Hardware – you’ll need to claim on your business insurance after reporting the issue to the police (for stolen items) 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 how 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!

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