Switching guide

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Mobile phone FAQ’s

Click to switch:

Mobile Phones

Can I change if I am in a contract?

You can take out a new contract but you will be liable for the line rental on your existing contract for the remainder of the contract period. You should give the network a ring and reduce your tariff to the minimum amount (usually £15-£20 per month). The following day you should call again and ask the network to end your contract. You will receive a final bill for the remaining line rental up to the contract anniversary date. Most networks ask for a 30 day notice period to cancel a contract.

If you already have a mobile phone contract you have three options:

1. Take out a new contract with any network and a new mobile number. This is the most popular option.
2. Take out a new contract with a DIFFERENT network and PORT your existing number
3. Renew your contract direct with your network. This is called an upgrade and your network will send you a new phone. This option is likely to work out much more expensive compared to a new contract and you won’t have the wide choice of tariffs and handsets.

How do I keep my existing number?

If you take a new contract on the SAME network then you will have to take a new mobile number and cancel your existing contract. If you take a new contract on a different network you can keep your existing number.

You can port your number across but the majority of customers don't bother, they simply take out a new contract and then cancel their old one. You can let people know you have changed your number by leaving a message on your old phone during your 30 notice period, to advise callers of your new number.

If it's vital that you keep an existing number and you would like to take a new contract on another network then you should call your service provider and ask for a PAC (Porting Authorisation Code). The network will issue the PAC by phone or by post within 2 working days of your request. Once you have this number you can use our switching service, entering the PAC number and your old mobile phone number where indicated on the web site order form.

How long will it take before I get my new phone?

Most phones are delivered within 2-3 working days. If the handset you have selected is out of stock we will tell you before you chose to go ahead.
How much do the calls cost once I’ve used up all my free minutes?

This information will be loaded onto the calculator very shortly – meanwhile you can check the call costs on the merchants page as you progress through your application. The same applies to texts.

How much do the calls cost once I’ve used up all my free minutes?

This information will be loaded onto the calculator very shortly – meanwhile you can check the call costs on the supplier’s page as you progress through your application. The same applies to the cost of text messages and other additional services.

What's my handset's serial number?

You should keep a note of your handsets serial number (known as the 'IMEI'), as it's very handy if the phone is lost or stolen. The number can normally be found under the battery.
You can also get this number from the phone software, by entering '*#06#'.

Can I read my email on my mobile phone?

Smartphones allow you to access e-mail from your POP account via their own dedicated email application. If you don't have a smartphone, but have a phone that supports Java applications & games, there's a small program called EmailViewer that allows you to collect your POP or IMAP email from your mobile. It also lets you send email.

Failing that, you can have message summaries sent to your mobile via text messages (your network operator may offer this), or you can access email via WAP. If you have a PDA, you can connect and access your POP3 email on the move.

Can I send my email on my mobile phone?

Smartphones have built-in email applications and can let you send emails from your handset. On some handsets, particularly Nokia Series 40 phones, you may notice a "Send e-mail" option. Choosing this allows you to enter a subject and some text to email, but when you try to send it, you're asked for an "E-mail server number:" In this space, you need to type a telephone number of a data provider that allows you to use their service for sending an e-mail. Unfortunately, there seems to be no company or service in the UK that offers such a service - certainly, as far as we know, none of the main UK network operators support this. That may not be the case in other countries.

If you don't have a smartphone, but have a phone that supports Java applications & games, EmailViewer may be of use - this small Java application is free to try, and allows you to collect and send email from your mobile. If you have a PDA and a mobile with Bluetooth or Infrared, you can connect and access your POP3 email on the move (Click for Psion, Palm, Pocket PC information)

I'm being asked for my PUK. What does that mean?

PUK stands for 'Pin Unlock Code', and has to be entered if you've locked your SIM by repeatedly entering the wrong PIN code. If you're asked for a PUK code, you've had more goes at guessing your SIM card PIN code than you're allowed. You'll need to phone your network provider Customer Services for your PUK code to unlock the SIM. For security reasons, it's only the network operator that can legally provide you with a PUK code to unlock your SIM.