I am not able to activate my mobile phone, what do I do? Please check if the Sim Card is inserted correctly into the mobile phone handset or not. Also make sure that the phone is fully charged. It may take upto 14 to 16 hrs for your phone to be fully charged for the first time.
What is the use of PIN?The PIN (Personal Identification Number) is a security feature of your SIM card. It is given when you connect to a network. Activating your PIN can prevent your mobile phone number from being used if it is lost or stolen. If you wish to activate your PIN or change it you can do so by using the security feature on your mobile phone.
What is PUK?
PUK is Personal Unblocking Code. It is required when a security PIN has been entered incorrectly three times. Entering an incorrect PUK three times can permanently block the SIM Card in your mobile phone.
Who do I contact to get my phone unblocked?You must contact your service provider to get the unblocking code.
Do you offer trade in facility for old mobile phones?No we do not offer trade in facility for old mobile phones.
How can I cancel a Pay Monthly Contract on Mobile Phone?Once our customers have placed an order and entered into a Pay monthly Contract, they can return the goods and cancel the order anytime within 14 days (7 days in case of T-mobile) from the activation date.If network 3 handsets are used in this period they are not returnable. However after the 14 days period, the customer will need to pay an amount equal to the monthly line rental for the remaining months of the contract as penalty, if he wants to terminate the contract on mobile phone.
Can I change the monthly tariff after signing up for an agreement?You can migrate to a higher end tariff plan anytime after entering into a Pay Monthly agreement. However you cannot downgrade your tariff Plan for the 1st 6 months of your contract except Orange. After 6 months you will need to pay an amount equal to the difference in the line rentals of the two tariff plans for the remaining months.
Do I need to renew the contract after the 12 months contract?No the contract would continue till the time you decide to cancel it.
Can I get a new mobile phone after 12 months (or after the completion of minimum contract term) on a Pay Monthly contract?Once you have completed the minimum term of the Pay Monthly contract, you can call our customer services to upgrade and receive a new mobile phone handset. For some handset models you may need to pay a small amount as an upfront.
Why was my application for a Pay Monthly contract declined by the network?
The networks generally check the credit rating of every applicant to decide if they are eligible to receive a pay monthly contract mobile phone. The information for the Credit rating is taken from the databases of the credit reference agencies.
How can I know the status of my order?Normally we deliver the mobile phones within next 24-48 hrs of order. In case you do not receive the package within 48 hrs, please give us a call on 0800 131 3747 to know the status of your package.
When will you deliver?Your mobile phone will normally be delivered within 24 to 48 hrs of ordering This is subject to stock availability, positive credit check status and payment authorisation on the network. Due to the increasing popular demand for the 3 handsets, next day delivery on these mobile phones cannot be guaranteed.
Do you deliver on Saturday?We do not guarantee delivery on Saturday. However in quite a few cases orders dispatched on Friday get delivered on Saturday. Saturday deliveries are charged at £9.99 for 1 package. Deliveries on rest of the days are free.
Can I have my goods delivered to an alternative address?Normally we deliver the goods only at the registered address of the card holder. To have the goods delivered at an alternative address, we will need the proof of address for that particular address. This can be in the form of utility bill, electricity bill, address verification certificate from the employer etc. Please send the proof through fax at 0113 274 7108. We understand that this may cause inconvenience to some of the customers, but by doing so we are trying to reduce online frauds.
Can I have a product delivered outside the UK?
We are able to deliver only to the UK addresses (including Northern Ireland).
Under what conditions will my delivery be delayed?Most common reasons for the delay in delivery may be:
i) that the proofs which you provided to us are not acceptable/invalid.
ii) that the credit / debit card details you provided are not valid.
iii) that the mobile phone model which you ordered is out of stock.
Do I need to sign any document at the time of delivery?
YES, you will need to sign the proof of delivery before accepting the package. Please show your proof of address (e.g. utility bill) to the person delivering the package.
Who will deliver the package?
We use City Link/Royal Mail for the delivery of our packages. In all the cases we use Special delivery.
What happens if I am not in when City Link/Royal Mail attempt delivery?If you are not available to accept the package, the delivery man/woman will leave a calling card with a number for you to call. You can call on this number to locate your package. The package will be kept with the local depot of the courier service provider.
If you do not collect the package within next 4-5 working days, it will be redirected to us.
What is the procedure to return the items purchased?You can return the package within 14 days (7 days in case of T-mobile) of the activation. Please make sure that you send the package to us in the same condition as was received. The mobile phone must be packed carefully along with all other items received with the package (e.g. manual, battery, handsfree etc).
When returning your mobile phone handset you must adequately insure the handset, we suggest to the value of £175.00 and obtain a proof of postage. In the event of non delivery, loss or damage you remain liable for this. Any items missing or damaged will be charged at the supplied manufacturers RRP.
ALL 14 day returns will incur a £30.00 administration fee to cover the initial carriage, repackaging and additional fees incurred upon First Contact Mobiles Limited. Additional costs may be incurred if network terms and conditions are not adhered to, INCLUDING ANY CHANGE TO A LESSER TALKPLAN prior to the 6th Bill Payment.
All goods under 14 day returns must be delivered at the address given below.
First Contact Mobiles
31 North Lane
Headingley
Leeds
LS6 3HW
What do I do, if my mobile phone develops a fault?In the case of a manufacturing defect (not an accidental damage), you are covered by manufacturer’s warranty. We will replace any faulty mobile phone within 28 days of connection once it has been successfully returned to us.
In case the phone is over 28 days of connection, you will need to contact the service provider or the manufacturer.
Under what conditions, a 14 day return will not be accepted?We do not accept a return, if:
i) You have returned the package beyond the initial 14 day period.
ii) one or more items are damaged.
iii) One or more items are missing.
Who pays for the shipping cost of the returned products?It is the customer’s responsibility to pay for the shipping cost of the returned product.
What is Mobile Number Portability (MNP)?Mobile Number Portability (MNP) is the process by which a customer can switch from one mobile phone network to the other and still retain the existing mobile number.
What is PAC?PAC is Porting Authorisation Code. It is required to transfer your number from your current service provider to the new service provider. To get your PAC you need to contact your service provider.
How long does it take to transfer my number?You will need to provide the PAC code to the new service provider within 7 days of receiving the package. Your number will be transferred in approximately 5 days after receiving the PAC code. In some cases this may take up to 4 weeks.
Can a pay as you go customer opt for a pay monthly phone and still retain the old number?PAYG customers can migrate to Pay monthly contract of the same network, prior to migration network will run all the credit and verification checks once again. After successful completion of these checks customers will be migrated to the new contract.
What can be the reason for the current service to not issue the port authorisation code?There can only be two reasons why a port authorisation code will not be issued:
i) if your number is disconnected.
ii) Your current networks contractual obligations have not been completed.
How do I know how much I have to pay? Based on your chosen tariff plan, every month you will receive a detailed bill. Here you can find the details related to the amount payable. Alternatively you can also contact the service provider’s customer service to get these details. What would be the mode of payment for my monthly bills? You will need to pay your monthly bills through Direct Debit. Can I pay by Cash or Cheque? No service providers do not allow Cash or Cheque payment facility for contract customers. |
