When will my phone arrive?
The delivery time of the
handset depends on the type of delivery you requested at the ordering stage. All
deliveries will arrive on the next working day, but guaranteed morning deliveries
and Saturday morning deliveries are available for £5.
Normal deliveries are made before 1pm 2 days after you place your order, unless
you opted for the special morning services. Your phone will be delivered as promised
within these timescales, so we ask you to be patient. In the majority of cases we
use Royal Mail to deliver your phone. If you have chosen the special morning delivery
the Royal Mail deliver 90% of them before 10am and many will come with your normal
daily post. We do understand how difficult it is waiting for a brand new phone!
Once your phone is on its way, we do not have any further information to allow us
to estimate your time of delivery.
What happens if I miss the delivery?
If you miss the delivery your handset will be retained at your local post office. You will have been left a card detailing the forms of ID you must take to collect your handset. These include a passport, utility bill etc. You have 5 days to collect your phone from the local sorting office.
I have not received my free gift/accessories Please contact us by email at customerservice@fonehouse.co.uk or call
0800822844 quoting your full name, mobile number & home postcode.
I have received my package however there is no phone in the box Please contact us by email at customerservice@fonehouse.co.uk or call
0800822844 quoting your full name, mobile number & home postcode.
I have not received my free gift/accessories
Please contact our customer services department on 0800822844.
I have received my package however there is no phone in the box
Please contact us by email at
customerservice@fonehouse.co.uk or call 0800822844 quoting your full name,
mobile number & home postcode.
As with any instance of loss, Fonehouse take the matter very seriously and will
need to investigate the matter fully. We will of course immediately contact the
airtime provider to ensure no calls can be made from the phone and additionally
register the serial number of the phone on the stolen handset database to ensure
it cannot be used with any other SIM card.
Can someone else take the delivery for me?
The couriers are instructed to deliver to the consignee only. If you are not in
when the package arrives they will leave a calling card instructing you on how and
where to collect your package.
|
I am missing an item
Please contact us by email at customerservice@fonehouse.co.uk or call
0800822844 quoting your full name, mobile number & home postcode. We will try to contact you within 24 hours of receiving your email. I have just received my package but cannot locate the SIM.
The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. Please search the entire package for the SIM card prior to contacting us. If you still cannot locate the SIM card. Please contact us by email at
customerservice@fonehouse.co.uk or call 0800822844 quoting your full name, mobile number &
home postcode.
I have a faulty accessory.
If the accessory you received from us is faulty. Please contact us by email at customerservice@fonehouse.co.uk or call 0800822844
quoting your full name, mobile number & home postcode, detailing the fault so we can investigate this further.
We will try to contact you within 24 hours of receiving your email.
I ordered a blue tooth headset / memory card as part of the package but it has not arrived.
Please check your invoice to see if the item is listed. If the item is not listed, you have not been charged for the item
and will need to order one separately. If the item is listed and you have not received it. Please contact us by email at
customerservice@fonehouse.co.uk or call 0800822844 quoting your full name, mobile number & home postcode.
We will try to contact you within 24 hours of receiving your email. I wish to return the blue tooth/memory card for
refund.
In order to return the memory card or blue tooth headset for a refund, you
need to return it to us within 7 working days to the following address:
Please include a cover note with your name, postcode and your return reference number, you must get by calling 0800822844
to: Exchange & Returns Department Fonehouse, Network House Globe Park, Marlow, Bucks SL7 1LY
When can I expect delivery of my free gift?
Free gifts are delivered within 15 days of the connection of your mobile phone.
We will send you confirmation of delivery closer to the time.
The package will be dispatched to your home address.
We cannot deliver these items to alternative addresses. Please note: If your delivery is by Parcelforce, delivery can take place up to 48 hours after dispatch of the package. If you are not available to take delivery they may leave your package at a neighbour's house.
Parcelforce:
www.parcelforce.com 08708 50 11 50
Royal mail:
www.royalmail.co.uk 0845 77 40 740
How will I know when my gift is due for delivery?
Please contact our customer service team on 0800822844.
What happens if I miss the delivery?
If you are not available to take delivery a calling card will be left for you to
contact the couriers to rearrange the delivery or collection of your package. Please
note: If your delivery is by Parcelforce, delivery can take place up to 48 hours
after dispatch of the package. If you are not available to take delivery they may
leave your package at a neighbour's house.
Parcelforce:
www.parcelforce.com 08708 50 11 50
Royal mail:
www.royalmail.co.uk 0845 77 40 740
I have changed my mind and now prefer to have a different free gift… Once you have
used the mobile phone we can no longer change your package. My free gift has become
faulty, what can I do? You can contact the manufacturer of the product for instructions
on repair.
|
I have not received my bill...
If you have not received a bill from your billing company you will need to contact
them directly so that they can investigate this for you. You will find their contact
number at the top of the bill. Alternatively you can obtain the number from the
Important Information section.
I want to check on my billing/allowance to date...
To obtain this information, you will need to contact your billing company directly
as we do not have access to your billing accounts. You will find their contact number
at the top of the bill. Alternatively you can obtain the number from the important
information section.
I want to change my tariff...
To make amendments to your tariff, you will need to contact your billing company
directly to discuss your options. You will find their contact number at the top
of the bill. Alternatively you can obtain the number from the important information
section.
I have received an incorrect bill...
If there has been an error with your bill, or you have any other bill related query,
you will need to contact your billing company directly as we do not have access
to your billing accounts. You will find their contact number at the top of the bill.
Alternatively you can obtain the number from the Important Information section.
I have changed my tariff with my network but I have an issue with the new bill...
If you have any bill related query, you will need to contact your billing company
directly as we do not have access to your billing accounts. You will find their
contact number at the top of the bill. Alternatively you can obtain the number from
the important information section.
|
My new phone is not active yet
DON'T PANIC! When we dispatch your phone, we also arrange for the network to connect
your phone. The network works on this whilst your phone is traveling to you, and
should be connected within 24 hours after delivery. We do this to make sure that
your line rental starts on the day you receive the phone and not before.
What can I check?
Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you
maximum call and standby times.
Make sure that the battery is fitted correctly - take it off and replace it.
Is the SIM card inserted? The SIM card is a small gold chip which has usually already been inserted for you. Is it in the
right way? It should only fit one way.
Call your new mobile number from a landline. If you hear a 'deadtone'
the handset has not yet been connected.
Switch your phone off and then back on again. Your phone may need to reset before the connection is completed.
Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through
- some metal framed buildings can cause problems.
Still won't work?
Please call our customer service number on 0800822844 between 9am and 7pm Monday
to Thursday, 9am to 6pm on Friday or e-mail us at
customerservice@fonehouse.co.uk
.
I can’t make / receive calls?
If you have only just taken delivery of the phone and have yet to operate it, this
is because the phone is not yet activated.
Have you dropped or damaged the handset in any way?
Have you paid your invoices?
Please contact your billing company to check this. For their contact information,
see the section entitled billing questions.
Have you contacted the network for outages in your area? Please contact your billing
company to check this.
My phone seems to have a fault
If you believe your phone has developed a fault try the following just to make sure
that it really is faulty:
Make sure that the phone is fully charged. Put it on charge for a couple of hours,
make sure that the "charge indicator" is charging. It is best to charge
the phone when switched off.
Make sure that the battery is fitted correctly - take it off and replace it.
Have you inserted the SIM card?
That is the small chip with gold contacts. Is it in the right way? It should only
fit one way.
Are you in an area where there is coverage?
Step outside and try it there just in case the building is stopping the signal getting
through - some metal framed buildings can cause problems.
If someone else has a mobile, put your SIM into their phone to see if it works (please
note SIM cards need to be used in a phone using the same network as you). If your
SIM doesn't work in the other phone, try theirs in your phone. Now you know whether
it is your phone or SIM that is faulty.
If you are still looking for assistance, please call on our customer service number 08008022844 from Monday to Friday - 08:00 am to 06:00 pm or
email us at customerservice@fonehouse.co.uk
.
I have lost/damaged my sim card
You will need to purchase a new sim card from your network, please see important
number section in the FAQ’s for contact details of your Network.
|
Change of address, name, and bank details
If you have changed your address details, it is vital that you update your new address
details by contacting our customer service department on 0800822844 between 9am
and 7pm Monday to Thursday, 9am to 6pm on Friday or e-mail us at customerservice@fonehouse.co.uk
Please remember that you need to advise your Billing Company as it is they who send
out your bill each month, and WCS, who administer your mobile phone insurance. Contact
information can be found in the section entitled Useful Contact Numbers.
Please note that failure to change your details could affect your payments. Useful
Contact Numbers
MANUFACTURERS
APPLE:
Customer Services
0870 876 0753
Opening Hours
Mon-Fri 8:00-19:45, Sat 10:00-17:45
Website www.apple.com/uk/support
LG:
Customer Service 0870 873 54 54
Website www.lge.co.uk
Email ukhelpdesk@lge.com
Microsoft: (Xbox support)
Customer Services 0870 601 0100
Opening Hours Mon-Fri 8:00-18:00
Website www.support.microsoft.com/gp/xboxsupport
MOTOROLA:
Customer Services 0870 9010 555
Website www.motorola.co.uk
NEC:
Customer Service 0870 733 0333
Website www.three.co.uk/hygiene/customerFeedback.omp
(NEC direct all their customer service enquiries to Three)
NOKIA:
Customer Care 01480 434 343
Technical Enquiries 08700 555 777
Website www.nokia.co.uk
PANASONIC:
Customer Service 08705 159 159
Website www.panasonic.co.uk/customer-Support
SAMSUNG:
Customer Services 01767 654 302
Website www.samsungelectronics.co.uk
SHARP:
Customer Services 0870 240 4595
Website www.sharp.co.uk/customersupport
SIEMENS:
Customer Care 08705 334 411
Website wwww.siemens.co.uk
SONY: (PSP support)
Customer Services 0870 599 8877
Opening Hours Mon-Fri 8.00-18.00, Sat 9.00-17.00
SONY ERICSSON:
Customer Services 08705 237 237
Website www.sonyericsson.com
VIRGIN:
Customer Services 0845 600 0789
Website www.virginmobile.co.uk
BILLING COMPANIES
BT MOBILE:
Customer Service 0800 0322 111
Address BT Telecommunications plc, 81 Newgate Street, London, EC1A
7AJ
ORANGE:
Customer Services 0800 801 080 or 150 from your mobile phone (free)
Website www.orange.co.uk
Address Orange P.C.S, P.O Box 10, Patchway, Bristol, BS32 4BQ.
Opening Hours 24 hours a day, 7 days a week
O2:
Customer Services 0870 5860860
Website www.o2.co.uk
Opening Hours Mon-Fri 6:00-22:00, Sat-Sun 8:00-21:00
T-MOBILE:
Customer Services 0845 412 5000 or 150 from your mobile phone
Website www.tmobile.co.uk
Address P.O Box 121, Borehamwood, Hertfordshire, WD6 1DT.
Opening Hours Mon-Sat 8:00-22:00, Sun 8:00-20:00
VIRGIN:
Customer Services 0845 600 0789
Website www.virginmobile.co.uk
Address The Team at Virgin MobileWillow Grove HouseWhite Horse
Business Park Trowbridge West Wiltshire BA14 0TQ
Opening Hours 24 hours a day, 7 days a week
VODAFONE:
Customer Services 07002 191191
Website www.vodafone.co.uk
Address Customer Services, Vodafone Ltd, Vodafone House, The Connection,
Newbury, Berkshire, RG14 2FN
Opening Hours 24 hours a day, 7 days a week
Fonehouse
Address: Customer Services 25 Listergate Nottingham NG1 7DE
WCS Insurance
01256 471387 Hours: 9:00 to 17:00 Monday to Friday
Special Conditions
18 Month Contracts - T-Mobile
Subject to 18 month minimum term contract. After 17 months you may terminate your
contract at any time by giving 30 days notice.
18 Month Contracts - Vodafone
Subject to 18 month minimum term contract. After 17 months you may terminate your
contract at any time by giving 30 days notice.
24 Month Contracts - T-Mobile
Subject to 24 month minimum term contract. After 23 months you may terminate your
contract at any time by giving 30 days notice.
Happy Hour on O2
You'll get O2 Happy Hour for 6 months once you're connected to an eligible Pay Monthly
calling plan:
O2 200 Anytime Any Network Mins plus 50 Texts
O2 1,000 Off Peak Mins plus 50 Texts
You can send free text and media messages in the UK to any standard UK network mobile number
between 7pm and 8pm every evening, subject to fair usage policy.
A compatible handset is required to send media and video messages.
What happens if I want to cancel?
IF YOU HAVE PORTED YOUR NUMBER TO O2 PLEASE REFER TO "O2 PORTING CANCELLATIONS"
below.
Please note that if you decide to return the mobile phone package, the following
conditions apply:
We must receive the phone within our 7-day piece of mind guarantee period.
The phone must not have been used.
The mobile phone packaging must be in its original condition.
The complete package must be returned to Fonehouse including all the accessories
and SIM Card.
If the above conditions are not met we reserve the right to refuse to accept the
return of the mobile phone package meaning that the contract for airtime that you
have entered into will not be cancelled and the goods will be returned to you.
We strongly recommend the use of the Royal Mail Special Delivery Service as the
package remains your responsibility until it is received by Fonehouse - the Royal
Mail Special Delivery Service will insure the package against loss or damage in
transit.
O2 PORTING CANCELLATIONS
All the above conditions apply however it is very important to be aware that you
must retain the SIM card provided by Fonehouse.
You also need to be aware that due to the nature of the porting process, unless we
receive the mobile phone package at least 3 working days prior to the expiry of
the 7-day piece of mind guarantee we cannot guarantee that your port will be cancelled.
If we cannot cancel the port to O2 this will mean service will be transferred to the
SIM card provided by Fonehouse - if this happens O2 will provide a new PAC code which
will we will pass on to you in order that your number can be ported to the Network of your choice.
|
Do I have to have insurance?
It is free for the first two months then £7.99 per month [per handset] thereafter.
You can cancel it, at no cost to yourself, at any time during the first three months
or after the free period by giving one month's notice to WCS insurance.
I want to make an insurance claim regarding my mobile phone.
Please contact:
Warranty and Creditor Services (Admin) , 6 Faraday Office Park, Faraday Road, Basingstoke,
RG24 8QQ or telephone them on: 01256 471387
I want to cancel my Insurance direct debit.
Cancelling your insurance direct debit is your responsibility.
You are advised to contact both your bank and WCS Insurance to ensure that this
is cancelled correctly.
What do I do, my handset has been stolen?
You will need to bar your handset/line within 24 hours with your billing company.
(See Useful Contact Numbers to obtain contact details).
Contact the police to obtain a crime reference number within 24 hours of your handset
being stolen.
If you have insurance, contact WCS Insurance.
What do I do, my hand set has been accidentally damaged?
If you have insurance, contact WCS Insurance.
What do I do, my handset has become water damaged?
Please refer to your policy, or contact WCS Insurance.
I have lost my handset.
Please refer to your policy, or contact WCS Insurance.
If I cancel the insurance, do I have to return my phone?
No, the phone contract and the insurance contract are not linked, and therefore
cancellation of the insurance does not directly affect the phone contract, but it
does become effective immediately.
Can you advise me about the insurance product?
No, we are not authorised to offer advice on the insurance product. We can only
state that it is free for the first TWO months, and afterwards it costs £7.99 a
month per handset and you can cancel it at no cost at any time during the first
two months or after the free period by giving one month's notice to WCS Insurance.
How can I cancel the insurance?
This policy may be cancelled in writing at any time during the two month free period
at no cost. Thereafter the policy may be cancelled by giving one month’s written
notice to the insurer WCS Insurance.
I sent my phone for repair to MPRC, I would like to check the current status.
Please write to:
The Mobile Phone Repair Company
Bay 5
Caudwell Tower
Weston Road
Crewe
Cheshire
CW1 6BU
Or Tel: 08712 31 32 33
Call centre opening times : 8am - 6pm Monday to Friday
Email: phones@mprc.co.uk
|
Porting your number to O2, T-Mobile, Orange, Three,
and BT Mobile
Please note that Porting means that you are transferring your mobile number from
one Network to another and therefore it is not possible to port your number on the
same Network.
To keep your existing number on the Networks listed above is very straightforward
– just complete the following steps:
1) Place your order with Fonehouse.
2) Contact your existing network or service provider to request your PAC (Porting
Authorisation Code). When you receive your new Fonehouse package and it has been
connected it will operate with a new number so that you can use your phone without
having to wait for the port to be completed.
3) Contact your new network or service provider on the number below and quote the
new number we have issued you, your existing number that you want to keep and the
PAC.
4) Once porting has been complete, please update your account with your new network
provider.
Network Contact Numbers:
O2 - 0870 5860860
T-Mobile - 0870 606 0139
Orange - 0800 079 2222
Three - 0870 733 0333
BT Mobile - 0800 032 2111
Porting your number to Virgin Mobile
Virgin allow existing Virgin Mobile Pay As You Go (PAYG) customers to transfer their
PAYG number to a pay monthly contract phone – whilst this isn’t strictly porting
it's a nice feature to take advantage of if you are an existing Virgin Mobile PAYG
customer. Once you have chosen the new Virgin Mobile offer you will be prompted
to provide the number that you want to use – it's that simple!
If wish to port your number to Virgin Mobile from any other network follow the instructions
for Porting your number to T-Mobile, Orange, Three, and BT Mobile.
|
How to recommend a friend
If you have just purchased a mobile through Fonehouse , or are already an existing
customer you're automatically eligible to participate in our Recommend a Friend
scheme. This allows you to earn £25 cash for every friend, relative or colleague
that you successfully introduce to Fonehouse .
Think of all the people you could recommend!
There's no limit to the number of £25 cash credits you can receive for recommending
Fonehouse . For each person who becomes a customer, £25 will be credited to your
bank account after a qualification period of 3 months.
You can direct your friends to www.fonehouse.co.uk/recommend for all the latest
deals, making sure that you remind them to fill out your name and mobile number
in the boxes provided to make sure you receive your £25.
NOTE: Remember there's no limit to the number of £25s you can claim.
So recommend a friend today!
I've recommended a friend, what happens now?
Once your friend has been accepted as a customer and has kept the phone for at least
3 months, we will arrange to pay your £25 directly into your bank account. We will
inform you that your money is on its way. So keep an eye on your bank balance and
recommend as many friends as you can.
I have not received my payment. What do I do?
Recommend a friend payments are paid into your bank account via bacs.
If you have not received the payment and you are still using the same bank details
please send in proof of non payment so that we can investigate further.
If you have not received payment because you have changed your bank details and
have not updated them, please send in proof of non payment to your old account and
change your bank details by going to 'change details page' so that we can investigate
further.
Please send proof to the following address:
Recommend a Friend
Fonehouse
3A Imperial Road
Fulham
London
SW6 2AG
|
Are there Network Coverage Problems in my area?
Fonehouse does not have access to detailed information about network coverage or
current problems with coverage. Please call your network on the number shown below.
BT Mobile
Customer Services 0800 0322 111 150 from mobile phone (free)
Orange:
Customer Services 07973 100 150 150 from mobile phone (free)
O2 (BT Cellnet):
Customer Services 0870 521 4000 100 from mobile phone (free)
T-Mobile:
Customer Services 0845 412 5000 150 from mobile phone (free)
Three:
Customer Services 0870 733 0333 333 from mobile phone (free)
Virgin:
Customer Services 0845 600 0789 789 from mobile phone
Vodafone:
Customer Services 07836 191 191 191 from mobile phone (free)
|
PUK Code - What is it?
This is your "Personal Unblocking Key". If your SIM card becomes "blocked"
you will no longer be able to make or receive calls. To resolve this you must contact
your Billing Company who, once they have confirmed your identity, will supply you
with the 8-digit code. Fonehouse does not have access to this code, so please ring
the Billing Company.
WARNING: DO NOT GUESS! - 10 consecutive wrong attempts will permanently block the
SIM. You will then need to obtain a new SIM card from your Billing Company, for
which you may be charged. As well as costing you money this will have to be posted
to you resulting in further inconvenience to you.
You can obtain your PUK from your Billing Company. Their number is on your monthly
bill, or can be found in the section entitled billing questions
|
How do I set up my Bluetooth?
To send or receive a Bluetooth file, you must obviously have a Bluetooth handset,
and the handset you wish to connect to must also be Bluetooth compatible.
Both devices must also have Bluetooth switched on! There may be a 'Connectivity'
option in your phone's menu that allows you to activate Bluetooth. If not, your
phone's manual will have details of how to do so.
|
How do I set up my voicemail?
Voicemail is set up and ready to use on all new handsets, though you may be asked
to personalise it by recording a message when you first access the service.
Voicemail is the best way of ensuring that you don't miss any calls. Depending on
the settings you choose, voicemail will answer calls when you can't and allow callers
to leave you messages.
How do I retrieve my voicemail?
To retrieve voicemail messages:
O2 (BT Cellnet) Press and hold the 1 key
Orange Dial 123
T-Mobile Press and hold the 1 key
Vodafone Dial 121
Three Dial 123
Further details will be found in your phone manual.
How do I set up a “Voicemail” message?
When you first access your voicemail, the recorded options menu should provide instructions
as to how to record a voicemail message. Details will also be found in your phone
manual.
To access your voicemail:
O2 (BT Cellnet) Press and hold the 1 key
Orange Dial 123
T-Mobile Press and hold the 1 key
Vodafone Dial 121
Three Dial 123
|
I can't get MMS or picture messaging
You may have to adjust your options in the settings menu on your handset in order
to activate your MMS functions. Full details of how to do this will be found in
your phone manual.
If you are sent an MMS file, but your phone is not compatible, you will receive
a text message containing the url of a website on which you can access the file.
|
How do I use my phone abroad?
Firstly check that your handset will work in your destination country. Dual-band
phones will work across Europe and in most countries around the world, but you will
need a Tri-band or Quad-band phone for use in USA and Canada.
You must then contact your network to ask for your phone to be enabled for international
roaming. This is a service that searches for compatible networks when your default
network is unavailable. Make sure you do this in good time! It should normally only
take a day, but can take up to 14 days, and can't be done overseas.
How much does it cost to use my phone abroad?
You're free to choose which network to connect with once abroad and it’s a good
idea to do a bit of research before you go, as roaming can be expensive! Have a
look at the coverage maps on www.gsmworld.com for a guide to which networks operate
in which countries. Typically, international call charges are at least 300% more
expensive than domestic charges, and don't forget that incoming calls are charged
as well!
How do I stop paying for incoming calls when I am abroad?
Either set up a divert to direct all your calls to your voicemail, or place a bar
on all incoming calls. Instructions on how to do each of these will be found in
your phone manual.
I want to receive voicemail when am abroad. How do I do this?
Contact your Billing Company and ask for instructions for accessing voicemail overseas
before leaving the UK.
How do I make calls when abroad?
Providing your phone is compatible and your billing company has lifted the international
roaming restrictions from your account, simply precede the number with the international
code of the country you wish to call to, and remember to drop the first '0' of your
domestic number.
Some useful codes are listed below:
UK : 0044
US/Canada : 001
Australia : 0061
France : 0033
Germany : 0049
Greece : 0030
India : 0091
Ireland : 00353
Italy : 0039
Japan : 0081
Netherlands : 0031
Portugal : 00351
Russia : 007
Spain : 0034
Sweden : 0046
Switzerland : 0041
Turkey : 0090
If you are calling from US or Canada, the initial '00' is replaced by '011'. Therefore
to dial the UK number 020 8123 4567, you would have to dial 011 44 20 8123 4567.
How do make international calls from the UK?
Simply proceed the number you are dialing with the international code of the country
you wish to call to. Remember to drop the first '0' of your domestic number.
Some useful codes are listed below:
UK : 0044
US/Canada : 001
Australia : 0061
France : 0033
Germany : 0049
Greece : 0030
India : 0091
Ireland : 00353
Italy : 0039
Japan : 0081
Netherlands : 0031
Portugal : 00351
Russia : 007
Spain : 0034
Sweden : 0046
Switzerland : 0041
Turkey : 0090
|
I am coming to the end of my contract and wish to terminate my contract.
To cancel your mobile phone contract you will need to speak to the network directly,
most networks insist that you give them 30 days notice of cancellation.
Please see below for the Network contact details:
ORANGE - 0800 801 080 or 150 from your mobile phone (free)
O2 - 0870 5860860 or 100 from your mobile phone (free)
T-MOBILE - 0845 412 5000 or 150 from your mobile phone (free)
THREE - 08707 330 333 or 333 from your mobile phone (free)
VIRGIN - 0845 600 0789 or 789 from your mobile phone (free)
VODAFONE - 07002 191191 or 191 from your mobile phone (free)
Don’t forget to visit our website www.fonehouse.co.uk to take advantage of the best
mobile deals around.
I am coming to the end of my contract and want to upgrade my phone / tariff.
You can only upgrade your handset in the last 2 months of your contract. If you
are within the last 2 months of your contract and wish to upgrade, please call us
on 0800822844 and when prompted choose option 1.
Also note that if you take a new mobile deal with Fonehouse you can, in most cases,
keep your existing mobile number.
I have returned the mobile phone to you but I'm still receiving bills.
If the bill you have received is the first bill since returning your handset you
can ignore it. Once the disconnection has been processed the billing company will
amend the bill. If you have received several bills since returning your handset,
please contact us by email at customerservice@fonehouse.co.uk quoting your full
name, mobile number & home postcode. We will try to contact you within 24 hours
of receiving your email.
I have received my new mobile phone and want to return it
We can only accept back phones where the handset has not been used, it is within
7 days from receipt of the phone and all the packaging and accessories are returned
in their original condition.
If you do return a phone that has been used, we will return it to you and you will
be liable for the contract.
To return your phone, please call 0800822844 and choose option 2. You will receive
a returns reference and the cost of the return has to be paid by you.
Please parcel up and securely seal the entire phone package in its original condition.
The package must be received within 7 days of the original phone delivery date -
we cannot disconnect the phone after that date and you will be liable for the full
contract.
The phone must be returned by Special Delivery as it covers the total value of the
mobile phone package which is approximately £250. If you do not return the phone
by Special Delivery and we do not receive it, we will be unable to cancel the Airtime
Agreement and you will be liable for the line rental and any calls made for the
minimum term of the contract.
Please contact your bank to cancel the Direct Debits for the Airtime provider &WCS
Insurance.
Please note that you will automatically receive 2 bills; please ignore the first
bill (for line rental only). The 2nd adjusted bill will be for the time the phone
has been connected which you must pay.
Please do not include our company name in the return address.
The phone should be returned to:
Returns Department
PO Box 6475
Northampton
NN3 9YN
O2 Porting Cancellations
All the above conditions apply however it is very important to be aware that you
must retain the SIM card provided by Fonehouse.
You also need to be aware that due to the nature of the porting process, unless
we receive the mobile phone package at least 3 working days prior to the expiry
of the 7-day cancellation period guarantee we cannot guarantee that your port will
be cancelled.
If we cannot cancel the port to O2 this will mean service will be transferred to
the SIM card provided by Fonehouse - if this happens O2 will provide a new PAC code
which will we will pass on to you in order that your number can be ported to the
network of your choice.
I have placed an order for a new mobile phone and wish to change it or cancel the
order.
If the phone has already been dispatched it must first be returned to Fonehouse
returns department within 7 days of receipt before we will cancel or change it.
If the phone hasn’t been dispatched please call our customer service department
on 0800822844 to discuss your order. Please note that our opening hours are Monday
to Thursday 9am to 7pm and Friday 9am to 6pm.
I have Insurance and I wish to cancel it.
Your insurance policy may be cancelled in writing at any time during the two month
free period at no cost. Thereafter the policy may be cancelled by giving one month’s
written notice to the insurer WCS.
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How do I send my mobile phone back?
you wish to cancel, you must call our customer service department on 0800822844
to obtain a return reference, then by special delivery to our returns department.
This must be done within 7 days from receipt of the phone. If the phone is faulty
you have 28 days to return your phone to be exchanged for the exact model.
What happens to the phones I send in?
The used handsets are thoroughly checked by technicians to assess their condition.
Those mobile phones in good working order are sent to areas around the world to
be reused. If the mobile phones cannot be economically repaired, they can still
be used for parts or recycled according to environmental requirements.
What is the definition of a mobile phone in full working order?
A mobile phone in full working order means the phone is fully functional. i.e. the
phone switches on and off, all the buttons on the keypad work, no display or water
damage.
How do I know what model of mobile phone I have?
The model of the mobile phone is found on a barcode label under the battery on most
models. Take out the battery and look carefully at the label alternatively you can
use the search functionality and compare the picture of the mobile phone you have
with the one on the screen.
What is "Water Damage"?
Any liquid that gets inside your phone will cause serious permanent damage. Sometimes
a phone will continue to work after liquid has got in but more than likely it will
stop working within 1 or 2 months. There are tell-tale indicators on some phones
alerting engineers to water damage.
How do I know whether my phone's display is damaged?
There are two types of display damage that are inspected for. The first is if the
display is cracked and it will look as though it is bleeding. The second is if the
display is faint or patchy, so either the whole screen is difficult to read, or
parts of the display are blank. In all of these cases MPX will have to replace the
display which is a very expensive item.
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What are the details of my tariff / price
plan?
Please refer to your network provider.
I have received my package but the seal is broken on the box...
In order to carry out quality checks and insert the sim card into the phone we have
to, on occasions, break the seal. This does not affect your statutory rights or
your rights to return the phone providing you adhere to our Returns Policy.
I want to change my tariff...
To make amendments to your tariff, you will need to contact your billing company
directly to discuss your options. You will find their contact number at the top
of the bill. Alternatively you can obtain the number from the important information
section.
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When will I receive my Top-Up (Credit)?
When we dispatch your phone, we also arrange for the airtime credit purchased with
the phone to be applied (Top-Up).
Please allow 2 working days for the Top-Up to become active, for example if you
receive your phone on a Friday the Top-Up may not be applied until the following
Monday. Please note that you can only register your phone with us once the Top-Up
has been applied.
If you are an Orange customer please contact Orange on 08000790006 and they will
provide you with your new mobile number.
You must inform us of your new mobile number in order for us to apply your Top-Up.
To inform us of your new mobile number select My Numbers from the menu.
How do I register my phone?
Before registering your new phone please ensure your Top-Up is active. Your Top-Up
will automatically be activated within 2 working days of receipt of your phone.
Please note, for Orange Top-Ups refer to ‘When will I receive my Top-Up (Credit)?’
Next, call 0845 026 0054 to register!
Can I delay registering my phone?
You need to register your phone within 60 days of receipt to be correctly connected
to the network.
Can I keep my current mobile number?
It is possible to keep your existing number from your current Pay As You Go phone
when purchasing a new Pay As You Go phone from Fonehouse. However, unfortunately
you cannot transfer a number on the same network for Virgin, T-mobile or Talk-Talk.
To keep your existing number you will need to go through the following steps:
1) Place your order with Fonehouse.
2) Contact your existing network or service provider to request your PAC (Porting
Authorisation Code).
3) Take receipt of your new Fonehouse phone and wait for the Top-Up to be applied.
4) Contact your new network or service provider on the number below and quote your
new number, your existing number that you want to keep and the PAC.
Can I use a different SIM card in my phone?
In order to benefit from the fantastic Pay As You Go phone deals all offers are
conditional on a new number and SIM card being registered with the phone supplied,
We have provided details of the registration process within the paperwork supplied
with the mobile phone package and within the Frequently Asked Questions.
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