Frequently Asked Questions:
What is the Customer Service number for Dextra?
What is the Customer Service number for T-Mobile?
What is the Customer Service number for Orange?
Delivery:When will my order arrive?
Do you deliver on a Saturday?
General:Who do I contact to get my phone unblocked?
Why doesn't the battery last as long as expected on my mobile phone?
What is a clearance product?
Lost/Stolen:How do I replace my lost/stolen mobile phone if I have no insurance?
Who should I contact if my phone has been stolen?
How do I claim on the insurance I took out through you?
Orders:Why hasn't my phone been despatched?
How can I have next working day delivery?
Why has my credit card been pre-authorised for £20 when I ordered a pay monthly phone?
When do I receive my free gifts?
Why were there no accessories with my mobile phone when it was delivered?
Can I part exchange my old mobile phone?
Can I choose the colour of my new mobile phone?
Why has the network declined my application for a pay monthly agreement?
If I have been declined by one network, can I re-order to connect to a different one?
Pay Monthly:When can I cancel my pay monthly contract?
Can I change the monthly tariff after connection?
Do I have to renew the contract after 12 months?
How can I get a new mobile phone on my pay monthly contract?
Porting/Up grades:What is porting?
Where do I get my PAC number from?
Can I keep my mobile number on my existing network and get a new mobile phone?
What is a migration?
Pre-Pay:Can I buy a new pay as you go mobile phone and put my old SIM card and number into it?
How can I upgrade my pre-pay mobile phone?
Returns:The mobile phone I bought from you has developed a fault, what do I do?
What do I need to do if I want to cancel the mobile phone and connection within the first 7 days?
Who pays for the cost of carriage?
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What is the Customer Service number for Dextra?
Dextra Customer Services - 08709 087010
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What is the Customer Service number for T-Mobile?
T-Mobile Customer Services - 0845 412 5000 or 150 from a T-Mobile handset.
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What is the Customer Service number for Orange?
Orange Customer Services - 07973 100150 or 150 from an Orange handset.
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Delivery:
When will my order arrive?
Orders are normally despatched via Royal Mail Special Delivery. The Royal Mail will deliver before 1pm on the next working day after despatch.
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Do you deliver on a Saturday?
The Royal Mail will not guarantee delivery on a Saturday, but in many cases orders despatched on a Friday will arrive at their destination on a Saturday morning.
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General:
Who do I contact to get my phone unblocked?
If you put your PIN into your phone 3 times incorrectly, the SIM card will become blocked.
You must contact the company who bills you get the unblocking code.
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Why doesn't the battery last as long as expected on my mobile phone?
To get the most out of your new battery charge it for at least 14 hours on the initial charge (do not exceed 24 hours). It will still take a further 3 charges before the full capacity of the battery can be achieved.
Only use the battery standby and talk time as a guide. These time are manufactures times and the optimum the phones can achieve. Frequently, these times are not likely to be achieved outside of laboratory conditions. Unfortunately, these are the only times available to us.
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What is a clearance product?
Reconditioned /Clearance Product
By using reconditioned/clearance stock, we are able to offer you even further savings on your monthly line rental!
These items are either ex-demonstration, trial or mail order returned. These are not flawed products although they may carry very minor cosmetic marks. For your peace of mind, each and every handset has been quality inspected by our engineers & reconditioned if necessary. Each handset also comes with a full years manufacturers warranty.
Please note that reconditioned handsets are usually repackaged once tested and do not come in the original branded box. These products are only packaged with a manual and charger, other accessories and memory cards are not guaranteed.
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Lost/Stolen:
How do I replace my lost/stolen mobile phone if I have no insurance?
If you are still within the minimum agreement period or you have a pre-pay phone, you will have to buy a SIM free mobile phone. You will still be liable for a monthly line rental even if you do not have a mobile phone.
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Who should I contact if my phone has been stolen?
Contact your service provider (billing company) immediately. They will put a bar on the phone to prevent any calls being made on your mobile number. If it is outside their office hours contact your network directly.
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How do I claim on the insurance I took out through you?
Please refer to the Insurance FAQ's for full details
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Orders:
Why hasn't my phone been despatched?
The most common reason for a delay in despatching your phone is that the proofs either have not been sent or are not acceptable. Please make sure that once you have placed your order, you fax, email or post a proof of ID and Residence to us. Each of the proofs must be one from the list of acceptable proofs. For full details please select proof requirements from the menu
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How can I have next working day delivery?
Provided we receive your order before 12 noon and you have provided the acceptable proofs, we will do our best to deliver your new phone the next working day.
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Why has my credit card been pre-authorised for £20 when I ordered a pay monthly phone?
As part of the application process, we must verify the authenticity of your card. This is done by pre-authorising £20 on your credit card. This amount is not actually taken from the card, you will not pay this amount and it will not appear on your statement. Your available credit limit will however be reduced by £20.00 for up to of 10 days.
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When do I receive my free gifts?
If the phone and tariff you have chosen offers a free gift, it will normally be sent to you within 28 days of you receiving your mobile phone. The reason for this period, is because we allow you 14 days to cancel after connection. Occasionally, due to demand, gifts may be delayed or replaced by an alternative, similar product.
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Why were there no accessories with my mobile phone when it was delivered?
Where we offer free accessories, they will normally be sent out at the same time as the mobile phone. However, if when your phone is sent out, we are temporarily out of stock of the accessories, we will not delay your order. The accessories will be forwarded to you as soon as they come into stock.
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Can I part exchange my old mobile phone?
No, we do not offer part exchange, but you can sell your old phone via our auction site at no cost to you. Look for the link on the front page of this website.
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Can I choose the colour of my new mobile phone?
If a choice of colour is available it will be shown on the page when you select your tariff. T-Mobile and Orange do not give any choice of colour. To achieve the best price and availablity, we frequently do not specify colours for Vodafone or O2.
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Why has the network declined my application for a pay monthly agreement?
Networks are unable to give a specific reason for an application being declined because of the Data Protection Act. The networks normally use a credit scoring to decide if an applicant can be accepted. The information for the score is taken from one of two databases (Equifax or Experian).
You can contact Equifax or Experian and request for a copy of any information they hold about you to be sent to you.
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If I have been declined by one network, can I re-order to connect to a different one?
Yes, you can, but remember that each time a credit check is made against you, it can reduce your credit score. If you do not know why you were originally declined, we would recommend that you make sure all information held about you on the databases are correct.
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Pay Monthly:
When can I cancel my pay monthly contract?
After you have agreed to the terms and conditions and placed your order, you have entered in to a 12 month agreement that starts from the date of connection. You have the right to return the goods and cancel the agreement up to 7 days after connection. Once this time has passed, you cannot end the agreement for 12 months, unless you pay the remaining month's line rental
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Can I change the monthly tariff after connection?
You can change the tariff after 6 full month and you have received and paid the bills for that time.
If you were to change to a lower tariff before this time, it may affect the price that you paid for the phone. In this case you would have to pay the difference in the price of the phone between the original tariff and the new tariff.
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Do I have to renew the contract after 12 months?
No, the contract will continue until you decide to cancel it.
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How can I get a new mobile phone on my pay monthly contract?
Once you are outside the minimum 12 month agreement you can upgrade your phone. This will allow you to keep your existing number. Your network will often help subsidise the cost of the new handset, if you sign a further 12 month agreement. Click on Upgrades in the main menu for further information. If you don't want to sign a new agreement, you would have to buy a SIM free phone
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Porting/Up grades:
What is porting?
If you move your mobile number to a different network, it is called porting. To enable you to do this you must give us your PAC number when you order.
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Where do I get my PAC number from?
You can get your Porting Authorisation Code (PAC) number by calling the customer services of your existing service provider or network.
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Can I keep my mobile number on my existing network and get a new mobile phone?
The only ways you can do this with us is by either upgrading or buying a SIM free phone. We do not offer migrations on this website.
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What is a migration?
A migration is when you move your mobile number to a new service provider (billing company), but remain on the same network. We do not offer migrations on this website as it will dramatically increase the cost of your new mobile phone.
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Pre-Pay:
Can I buy a new pay as you go mobile phone and put my old SIM card and number into it?
No, if you do this it will affect the price you paid for the phone and we may have to charge you up to a further £65.
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How can I upgrade my pre-pay mobile phone?
If you wish to keep your existing pre-pay mobile number, you must buy a SIM free mobile phone.
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Returns:
The mobile phone I bought from you has developed a fault, what do I do?
To be covered by the warranty, the mobile phone must have a manufacturers fault (eg. Not drop or liquid damage).
If the mobile phone is under 28 days from connection, we can replace it with a new mobile phone once you have returned the faulty one.
Once the phone is over 28 days from connection, it must be sent for repair to an authorised service centre. This can be done by returning the phone to us or visiting a local repair centre.
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What do I need to do if I want to cancel the mobile phone and connection within the first 7 days?
Retain the SIM card and return everything else to us in the same condition it was sent to you.
Remember to return any accessories that were with the mobile phone. The phone must be boxed as new with its charger, instructions and battery.
A charge will be made for any missing or damaged parts.
Please include your reference number and a brief reason for return.
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Who pays for the cost of carriage?
It is your responsibility to pay for the carriage of any returned product
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