What do you get when you purchase from fonehouse?
• Easy to use website - providing our customers with the best shopping experience.
• Latest mobile phones - home to the biggest brands.
• Large range and fantastic customer service - we focus on carefully chosen products with good value in terms of price and service delivery.
• FREE next day delivery service - simply place your online order by 3pm today, and we'll deliver it to your chosen destination the next working day.
• UK customer service - UK based advisers that understand your needs.
• Leading UK online mobile phone retailer - that listens and delivers what customers want.
• We offer more than just a products and services, we offer ethically responsible ways of connecting people.
When will my phone arrive?
Your goods will be sent to you at the home address provided during your application. These goods will be sent via Parcelforce. This is a next day, excluding weekends and public holidays, guaranteed and insured service from the Royal Mail.
Monday to Friday before 4.30pm
Saturday & Sunday
What happens if I miss the delivery?
If you miss the delivery your handset will be retained at your local post office. You will be left a card detailing where to collect your handset. You have 5 days to collect your phone from the local sorting office. 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.
I am missing an item
Please contact us by email at email@example.com or call 0800 054 23550800 054 2355 quoting your full name, mobile number & home postcode. We will aim to contact you within 2 hrs 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. If you still cannot locate the SIM card please contact us by email at firstname.lastname@example.org or call 0800 8228440800 822844 or 01159 59996601159 599966 quoting your full name, mobile number & home postcode.
I have a faulty accessory.
If theaccessory you received from us is faulty. Please contact us by email at email@example.com or call 0800 8228440800 822844 or 01159 599966 01159 599966 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 bluetooth 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 firstname.lastname@example.org or call 0800 8228440800 822844 or 01159 59996601159 599966 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 bluetooth/memory card for refund?
In order to return the memory card or bluetooth headset for a refund, you need to return it to us within 14 working days to the following address: Returns Dept, fonehouse, Unit 120, 136 Edinburgh Avenue, Slough, SL1 4SS. Please include a cover note with your name, postcode and your return reference number, which you must obtain by calling 0800 8228440800 822844 or 01159 59996601159 599966
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. We will provide you with a tracking reference once your item has been dispatched.
Parcelforce: www.parcelforce.com 08708 50 11 5008708 50 11 50
Royal mail: www.royalmail.co.uk 0845 77 40 7400845 77 40 740
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 your local post office. Parcelforce: www.parcelforce.com 08708 50 11 5008708 50 11 50 Royal mail: www.royalmail.co.uk 0845 77 40 740 0845 77 40 740
I have changed my mind and now prefer to have a different free gift?
Once the free gift has been used it can’t be returned.
My free gift has become faulty, what can I do?
You can contact the manufacturer of the product for instructions on repair or email@example.com for assistance.
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. The mobile phone networks now usually charge for paper billing in an effort to help save paper and the environment, and they all offer online billing. You can obtain the number for your provider from the Useful Numbers 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 Useful Numbers 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 Useful Numbers 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 Useful Numbers 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 Useful Numbers section.
My new phone is not active yet - I can’t make / receive calls?
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 travelling 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 'dead tone' 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 0800 822844 0800 822844 or 01159 599966 01159 599966 between 830am and 530pm Monday to Friday or e-mail us at firstname.lastname@example.org.
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.
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 by email email@example.com or 0800 8228440800 822844 or 01159 59996601159 599966 between 830am and 530pm Monday to Friday. 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 Numbers. Please note that failure to change your details could affect your payments.
What happens if I want to cancel?
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 complete package must be returned to fonehouse including all the accessories.
Why the seal broken and the SIM is inserted in the phone?
In order to carry out quality checks and insert the SIM card into the phone we have, on occasions, to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy. See ”What happens if I want to cancel my 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.
Do I have to have insurance?
No you don’t but we highly recommend that you take insurance. It covers you for theft, loss, accidental damage, water damage, and misuse of airtime.
Remember if you have your phone stolen or it gets damaged you will still have to pay your line rental to the network for the time remaining on your contract.
Premiums vary from £3.99 to £12.99 (depending on the handset) per month.
Please see a mobile phone ‘insurance policy summary’.
What do I need to do, if my handset has been stolen?
You will need to bar your handset/line within 12 hours with your network. (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. If you don’t have insurance we will happily sell you another sim free handset.
I want to make a claim for theft for or loss of my mobile phone.
You can either claim online at claims.wcsinsurance.eu or request a claim form by calling
Warranty and Creditor Services on (01256) 471387 01256 471387
What do I need to do, if my handset has been accidentally damaged or damaged by water?
If you have insurance, contact Warranty & Creditor Services as shown above.
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.
How can I cancel the insurance?
You have the right to cancel within 14 days, beyond that you may also cancel the policy at any time providing you have not made a claim. If you have made a claim you must keep the policy in force for a minimum of 12 months.
Porting your number to O2 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 58608600870 5860860
BT Mobile -0800 032 21110800 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 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 people you can recommend to fonehouse. For each person who becomes a customer, £25 will be sent out via cheque usually within 28 days.
You can direct your friends to http://www.fonehouse.co.uk for all the latest deals, or ask them to call us up on 0800 822 844 0800 822 844 or 0115 95999660115 9599966 or pop into their local fonehouse store.
NOTE:Remember there's no limit to the number of £25’s 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 provided us with your details we will arrange for a £25 cheque to be sent to you.
I have not received my payment. What do I do?
Recommend a friend payments are sent out in the post by cheque.
If you have not received the payment simply send an email to firstname.lastname@example.org with your full name, address and mobile number, along with the full name and address of the person you recommended to us and we will resolve this for you.
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.
Customer Services 0800 0322 111 1500800 0322 111 150 from mobile phone (free)
O2 (BT Cellnet):
Customer Services 0870 521 4000 1000870 521 4000 100 from mobile phone (free)
Customer Services 0845 600 0789 7890845 600 0789 789 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 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.
For further information on this please refer to your handset and network user guide.
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
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
For further information on this please refer to your handset and network user guide
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.
For further information on this please refer to your handset and network user guide.
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.
How do make international calls from the UK?
Simply proceed with 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.
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:
O2 -0870 5860860 or 100 0870 5860860 or 100 from your mobile phone (free)
VIRGIN - 0845 600 0789 or 789 0845 600 0789 or 789 from your mobile phone (free)
Don’t forget to visit our website http://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 08008228440800822844 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 email@example.com 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 phones where the handset has not been used, it is within 14 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 0800 822844 0800 822844 or 01159 599966 01159 599966 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 14 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 Royal Mail Special Delivery as it covers the total value of the mobile phone package which is approximately £500. 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.
Download the "Cancelation form”
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.
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 14 days of receipt before we will cancel or change it.
If the phone hasn’t been dispatched please call our customer service department on 0800 822844 0800 822844 or 01159 59996601159 599966 to discuss your order. Please note that our opening hours are Monday to Friday 8:30am to 5:30pm.
How do I send my mobile phone back?
You wish to cancel you must call our customer service department on 0800 822844 0800 822844 or 01159 599966 01159 599966 to obtain a return reference, then return the phone by special delivery to our returns department. This must be done within 14 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.
Questions about Mobile Phone Exchange
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.
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.
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, 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.
If you want to carry on using an existing telephone number you can transfer your number over to your new SIM. See “Can I keep My Current Mobile Number”.
Why is the seal broken and SIM inserted in the phone?
In order to carry out quality checks and insert the SIM card into the phone we have, on occasions, to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy - see ”What happens if I want to cancel".
0870 876 07530870 876 0753
Mon-Fri 8:00-19:45, Sat 10:00-17:45
Customer Service 0870 873 54 54
Microsoft: (Xbox support)
Customer Services 0870 601 0100 0870 601 0100
Opening Hours Mon-Fri 8:00-18:00
Customer Services 0870 9010 5550870 9010 555
Customer Care 01480 434 34301480 434 343
Technical Enquiries 08700 555 77708700 555 777
Customer Services 01767 654 302 01767 654 302
SONY: (PSP support)
Customer Services 0870 599 88770870 599 8877
Opening Hours Mon-Fri 8.00-18.00, Sat 9.00-17.00
Customer Services 08705 237 23708705 237 237
Customer Services 0845 600 0789 0845 600 0789
Customer Service 0800 0322 1110800 0322 111
Address BT Telecommunications plc, 81 Newgate Street, London, EC1A 7AJ
Customer Services 0870 5860860 0870 5860860
Opening Hours Mon-Fri 6:00-22:00, Sat-Sun 8:00-21:00
Customer Services 0845 600 0789 0845 600 0789
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
fonehouse Customer Services, 3rd Floor, The Clock Tower, Stanley Place, Talbot Street, Nottingham, NG1 5GG. 0800 822 8440800 822 844 or 0115 95999660115 9599966 Opening Hours are Monday to Friday 0830 to 1730
01256 47138701256 471387 Hours: 9:00 to 17:00 Monday to Friday
The Fonebanker c/o CMR
If you use Freepost you can pick up a Certificate of Postage FREE from your local Post Office that will insure your phones up to a value of £41.
Drop In Person We are open Mon – Fri, 9.30am - 5pm, our address is: 3 Long Yard, Holborn, London WC1N 3LS
Under the Waste Battery Regulations, fonehouse are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises as listed in person (please do not post it). Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find other stores in their local area have a collection point.