Frequently asked questions

Your first bill is generated around the 15th of the month after you join.

Usage and one-off purchases are billed the month after they happen – so March charges appear on your 15 April bill.
Services are billed a month in advance – your 15 April bill shows services for May.

So your first bill is usually higher: it includes usage and one-off charges plus services for the month you joined, plus advance rental for the following month.

Our tip: switch to us on the last day of the month to keep your first bill down. Switching on the 1st means your first bill carries almost two months of charges.

It’s normal for telecom services to be billed this way, and it gives time for any refunds from your old provider to come through. Speak to us if you’d like more detail.

Yes. We offer a monthly failsafe against out-of-bundle spending on all eligible EE, O2 and Vodafone tariffs. It’s the only cap that gives 100% protection on spending, so it’s important to set it correctly for your needs.

Once triggered, your service is barred to prevent further costs. Leave the bar in place until limits refresh on the 1st of the month to keep the protection. You can remove it, but you’ll then be liable for all charges – and call records can be delayed, especially when roaming.

Caps are set automatically at: EE £12 (in £12 steps), O2 £10, Vodafone £10. Three UK Safe allows no out-of-bundle usage.

Contact us to opt out or change your cap. Removal is instant; changes to the amount apply from the 1st of the following month. We also offer other usage alerts – ask us about them.

All networks use fair usage policies to keep services reliable and stop misuse. As a guide, standard limits per SIM per month are around:

600GB data
Tethering up to 12 devices at a time
3,000 calls
3,000 texts
Around 25GB of data used outside the UK

Shared bundles: if you have a large shared bundle (over 600GB), your users still have full access to it. We set per-user limits to reduce the risk of overage, and fair usage on individual SIMs stops one SIM using most of the allowance.

If you’ll legitimately need more – for M2M or IoT devices, for example – we can still help. Ask us for the limits on your tariff.

If we haven’t already been in touch, get in touch – our response times are quick.

If it isn’t usage-related, it may be a local blip. Try airplane mode for five minutes, or take the SIM out and put it back in.

SIM cards: we’ll bar the SIM and send a replacement SIM or eSIM as soon as possible.

Phones and hardware: report stolen items to the police and claim on your business insurance – or buy a replacement from us.

That’s absolutely fine – we’d love to keep you, but things change. Email hello@pickmobile.co.uk or call 01543 224 037 and we’ll help.

PAC codes expire after 30 days, so have your new supplier place the order before then. Need a new one? Just ask.

In contract: the remaining contract is payable, and a final bill follows once services have moved.
Out of contract: it’s 30 days’ notice.

New devices come with the manufacturer’s standard warranty unless we tell you otherwise – see the manufacturer’s website for how to claim.

Refurbished items carry our supplier’s warranty terms. Speak to us if there’s a problem.

Accidental damage, loss or theft: claim on your business insurance (report thefts to the police first) or buy a replacement from us. Manufacturers often offer paid repairs too.

We hope you never need it, but our complaints procedure has all the details.

Step 1: raise the complaint with us – we have 6 weeks to resolve it.
Step 2: unresolved disputes can be escalated to our ADR scheme, CISAS.

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