Delivery Questions Top
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.


Accessory / Free Gift Queries Top
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 a billing query Top
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.


Phone not working Top
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.


Important Information Top
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.

Questions about Insurance Top
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


Number Portability Top
Questions about Recommend a Friend Top
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


Network Coverage Top

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)


PIN & PUK Codes Top
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


Setting up and Using Bluetooth Top
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.


Setting up and Using Voicemail Top
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


Using MMS or Picture Messaging Top

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.


Using your phone abroad Top

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


Cancellation Top

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.


Questions about Mobile Phone Exchange Top
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.


I have a query regarding my tariff Top
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.


Questions About Pay As You Go Top
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.