uk mobile phones - Help - For the best mobile phone offers in the UK

The deals that we advertise are paid back to you via our Cash Back process therefore you will be charged full line rental by the network.

Please log into your account for further details.

Your first bill may also be slightly more expensive than advertised on our website. This is because a 'part month line rental charge' may apply.

 

 

The deals that we advertise are paid back to you via our Cash Back process therefore you will be charged full line rental by the network.

Please log into your account for further details.

Your first bill may also be slightly more expensive than advertised on our website. This is because a 'part month line rental charge' may apply.

For O2: Call 0870 111 7200 from your handset (this is deducted from your inclusive minutes) and follow the prompts.

Register your mobile online at MyCarphoneWarehouse to manage your account, to start the registration process please click here. A minimum 6 month term applies to an O2 bundle/service. If your network does not allow you to remove this or you have been charged for the bundle/service please contact our customer services team on 0871 522 3400.

Three: Dial 333 from your handset and follow the prompts to make changes to your service options. Visit the Internet browser on your handset; select the option at the top of the page "Go to Services" and enter the "My Three" section. Register online to manage your account at www.three.co .uk. A minimum 6 month term applies to a Three bundle/service. If your network does not allow you to remove this or you have been charged for the bundle/ service please contact our customer services team on 0871 522 3400.

Orange: Call Orange customer services on 07973 100150 and follow the prompts. Register online to manage your account at www.orange. co.uk Orange World Access is free of charge if cancelled before the second month of your contract. There is not a minimum term you have to keep the bundle/service on the Orange network meaning you can cancel at any time. If you have been charged for the bundle/service please contact our customer services team on 0871 522 3400.

T-Mobile: Call T-Mobile customer services on 150 from your handset and follow the prompts. Register online to manage your account at www.t-mobile.co.uk A minimum six month term applies to a T-Mobile bundle/service. If your network does not allow you to remove this or you have been charged for the bundle/service please contact our customer services team on 0871 522 3400.

 

If you are experiencing difficulties receiving your bills from the network, please contact your network directly. If you are registered for online billing we will be happy to accept a copy of your bill from your networks website.

The bill should display your: Name Current address Mobile number We must receive this within 60 days from the date on the monthly bills. We cannot accept liability for late claims as stated in our Terms and Conditions.

 

Your policy covers you against:

• Theft.


• Accidental damage.

This policy does not cover you if you lose your phone.



For further details please read the full terms and conditions.

General Delivery details - Pay Monthly Mobile Phones

We offer our customers next day delivery via the Royal Mail Special Delivery service for all Pay Monthly Mobile Phones:

Orders Placed	Order Delivered
Monday* - Friday before 4pm	Next day before 1pm
After 4pm Friday and all weekend	Following Tuesday before 1pm

*With the exception of bank holiday orders.

All orders that contain an additional product such as a Games Console or a Laptop will be sent next day delivery via Citylink and will arrive between 9am and 5pm.

Orders are subject to network acceptance, security clearance, stock availability and the courier. You will be advised of any expected delays as soon as possible, however we are unable to be held liable for delays resulting from the reasons given above.

If no one is available to accept delivery, the package will be returned to your local Royal Mail Sorting Office. A card will be left at your address informing you of how to collect your order.

For all pay monthly handsets we are unable to credit check or deliver to Educational establishments, Hospitals or MOD establishments. Credit checks must be on your home address and you must have resided in the UK for 3 years or more.

General Delivery details - Pay As You Go Mobile Phones

We offer our customers next day delivery via City Link for all Pay As You Go Mobile Phones:

General Delivery details - Pay-As-You-Go Sim Cards

All Pay-As-You-Go Sim Cards will be sent Via Royal Mail Normal Delivery, Please allow up to 3 working days for delivery.

General Delivery details - Accessories

Accessories below £50 order value will be sent via Royal Mail recorded delivery, please allow up to 3 working days for delivery.

DELIVERY CHARGES

Order placed via our website:
Contract orders - FREE
Contract orders plus additional products such as PS3 or Nintendo Wii etc - £8.99
Mobile broadband - FREE
Mobile broadband products with a laptop - £8.99
Pay As You Go - £5.99

Orders placed via telephone:
Contract orders - £5.99
Contract orders plus additional products such as PS3 or Nintendo Wii etc - £14.99
Mobile broadband - £5.99
Mobile broadband products with a laptop - £14.99
Pay As You Go - £5.99

Please note:

Delivery to Northern Scotland and offshore locations may take up to 3 days.

 

For information on the progress of your order please log in to your personal account area.

Alternatively, please refer to the order confirmation e-mail sent to you at point of despatch. This will contain a link to our courier website which will contain specific information to your delivery. Please note that it may be the morning of delivery before the courier order tracker is updated.

 

As a security precaution we will only deliver to the address where the customers bank details are registered. We cannot deliver to any other destination, as we want to ensure safe transit of the goods direct to you.

Please note:

• Delivery to Northern Scotland and offshore locations may take up to 3 days.
• For all pay monthly handsets we are unable to credit check or deliver to Educational establishments, Hospitals or MOD establishments. Credit checks must be on your home address and you must have resided in the UK for 3 years or more.
• Delivery estimates are subject to stock availability.

If this does not answer your question then please contact our customer services team on 0871 522 3400.

 

We recommend that customers place an order for the handset even though it may state 'Limited Stock'. We will process the order and then prioritise the allocation of the handset to you as soon as the handset becomes available. No money will be taken for the cost of the handset until the handset comes into stock.

Definitions:

• Limited Stock Availability - Please allow 7 days for delivery.
• Limited Stock Availability - Please allow 7-14 days for delivery.
• Limited Stock Availability - Please allow 14-21 days for delivery.

 

If no one is available to accept delivery, the package will be returned to your local Royal Mail Sorting Office.

A card will be left at your address informing you of how to collect your order.

You will need to take a form of ID with you to collect your handset. These include a passport, utility bill or driving license.

 

If you are planning to port from one network to another then we can process a port for you. Please see the relevant network porting section above.

If you want to continue on your existing network and transfer your number to pay monthly (e .g. port from Virgin Mobile pay as you go to Virgin Mobile pay monthly) we cannot process these ports for you at present.

 

Full details of the available porting networks can found by clicking this link

 

 

O2:

To port your number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).


• Inform us at point of purchase stating your existing number and PAC. Please do not proceed with the order until you have the PAC code as the number can not be ported after the order has been placed.


• We will despatch your new mobile and SIM, no temporary number will be supplied. You will be able to continue using your existing mobile/SIM until the number is ported.

Your existing number will then be ported in 7 to 10 working days.

If you are porting from O2 Direct to O2 Carphone Warehouse, then it is likely that your port will activate on your original SIM Card. Please check before discarding your original SIM card that this is not the case.

Please be aware:

• Before your number can be connected to your new network it must first be released from your existing network. Therefore, you may be without service for up to 1 day.


• Additional services such as voicemail and text messaging may also take up to 2 days to be enabled once your number has been transferred.


• e2save.com can not accept any responsibility for failed / delayed number transfers.

T-Mobile:

To port your existing mobile number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).


• Purchase a handset from us, which will be connected with a temporary number.


• On receipt of the handset, contact T-Mobile on 0870 606 0139 quoting your temporary number, existing number and PAC.

Your existing number will then be ported within 5 to 7 working days.


Orange:

To port your existing mobile number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).


• Purchase a handset from us, which will be connected with a temporary number.


• On receipt of the handset, contact Orange on 0800 376 2285 quoting your temporary number, existing number and PAC.

Your existing number will then be ported within 5 to 7 working days.


Three:

To port your existing mobile number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).


• Purchase a handset from us, which will be connected with a temporary number.


• On receipt of the handset, contact Three on 08707 330 333 quoting your temporary number, existing number and PAC.

Your existing number will then be ported within 5 to 7 working days.

Virgin:

To port your existing mobile number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).


• Purchase a handset from us, which will be connected with a temporary number.


• On receipt of the handset, contact Virgin on 0845 6000 789 quoting your temporary number, existing number and PAC.

Your existing number will then be ported within 5 to 7 working days.

 

Phones purchased on or after 1st April 2008

12 Month Phone and Mobile Broadband Contracts:

• For a gift value of £50 or less we require the bill you receive in your 6th and 8th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill
• For a gift value of £100 we require the bill you receive in your 6th 8th and 10th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill
• For a gift value over £100 we require the bill you receive in your 6th 8th 10th and 12th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill

 

Month 1 is the month you purchased ie if you purchased on the 15th April 2008, you need to send a bill dated in September 2008 and you have 60 days from the date on the bill. 

Send a copy of the relevant bill to

Admail ADM4118

Loughborough

LE11 1YX 

We recommend you send this by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period. We recommend you keep your proof of postage 

18 and 24 Month Phone and Mobile Broadband Contracts: 

• For a gift value of £50 or less we require the bill you receive in your 6th and 9th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill  
• For a gift value of £100 we require the bill you receive in your 6th 9th and 12th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill  
• For a gift value over £100 we require the bill you receive in your 6th 9th 12th 15th and 18th month (month 1 is the month you purchased). This bill needs to be received by us within 60 days of the date on the bill

Month 1 is the month you purchased ie if you purchased on the 15th April 2008, you need to send a bill dated in September 2008 and you have 60 days from the date on the bill.

Send a copy of the relevant bill to

Cashback Claims

Admail ADM4118

Loughborough

LE11 1YX

We recommend you send this by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside of the qualifying period. We recommend you keep your proof of postage

Phones purchased before the 31st March 2008: 

You have 60 days from the date the claim period began to send in the latest bill

For example if you connected on the 7th September the first claim is worked out by counting 6 calendar months from the date of connection. So the claim for moth 6 begins the 7th March and lasts for 60 days (this is worked out counting through the months, October, November, December, January, February, MARCH.

For 12 months Contracts:

• For a gift value of £50 or less we require the bill you receive in your 6th and 8th month and the bill to be received within 30 days from the date on the bill
• For a gift value over £100 we require your 6th 8th 10th and 12th month and the bill to be received within 30 days from the date on the bill

For 18 months Contracts:

• For a gift value of £50 or less we require the bill you receive in your 6th and 9th month and the bill to be received within 30 days from the date on the bill
• For a gift value of £100 or less we require the bill you receive in your 6th, 9th and 12th month and the bill to be received within 30 days from the date on the bill
• For a gift value over £100 we require the bill you receive in your 6th, 9th 12th  and 15th month and the bill to be received within 30 days from the date on the bill

Securely attach the appropriate cashback voucher 1,2,3,4 or 5. These Cashback vouchers can be found in your welcome pack and send your claim to the following address

Cashback Claims

Admail ADM4118

Loughborough

LE11 1YX

A photocopy of your bill will be accepted

 

Auto Cashback:

There is no need to claim your Auto Cashback this will be sent directly to your home address within 6 weeks from purchase

 

 

If you are experiencing difficulties receiving your bills from the network, please contact your network directly.

If you are registered for online billing we will be happy to accept a copy of your bill from your networks website. The bill should display your:

• Name


• Current address


• Mobile number

We must receive this within 60 days from the date on the monthly bills.

We cannot accept liability for late claims as stated in our Terms and Conditions.

 

A network promotion is a discount given by the network. This discount will be shown on your monthly bill.

You can determine whether you are due to receive a network promotion by logging into your personal account.

If you wish to find out whether you have received a network promotion please refer to your bills.

 

As stated in our Terms and Conditions, we must receive your claim within 60 days from the date stated on your monthly bill.

We cannot accept liability for any late or lost claims due to circumstances that are not within our control.

We ask that you make alternative arrangements for any future claims should there be an opportunity for these circumstances to arise again.

Terms and Conditions for Cashback:

 

For orders placed on or after 1st April 2008 onwards:

1. All bills must be received within 60 days from the date of the bill
2. The pages of the bill must show the following information: the mobile number to which you are connected to, your name, address, the tariff you are connected to and that your payments are up to date.
3. If your bill shows an outstanding balance is due then your claim will be rejected.
4. If your address on the bill does not match our records then your claim will be rejected
5. If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback then your claim will be rejected
6. Customers can not move to a lower tariff during the minimum term, as per the network terms and conditions. Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer
7. We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature
8. If the service agreement is suspended or disconnected for any reason then we reserve the right to withhold any payments due
9. You must retain your original contract for the full contract length 12/18/24 months. If you upgrade your contract before this time we may withhold your final cashback.
10. We can only accept only 1 claim per envelope. This is due to our automated processing system which can only identify 1 bill per envelope received.
11. We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge customer's to send their claims by recorded delivery.
12. Please allow up to 30 days for the cheque to be delivered to your home address.

 

For orders placed on or after 1st April 2008 onwards:

 

1. All bills must be received within 60 days from the claim date
2. The pages of the bill must show the following information: the mobile number to which you are connected to, your name, address, the tariff you are connected to and that your payments are up to date
3. If your bill shows an outstanding balance is due then your claim will be rejected
4. If your address on the bill does not match our records then your claim will be rejected
5. If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback then your claim will be rejected
6. Customers can not move to a lower tariff during the minimum term, as per the network terms and conditions. Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer.
7. We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature
8. If the service agreement is suspended or disconnected for any reason then we reserve the right to withhold any payments due.
9. We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature
10. We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge customer's to send their claims by recorded delivery.

Please allow up to 30 days for the cheque to be delivered to your home address.

 

Download the Cashback Offer here

 

You are covered against:

• Theft.


• Accidental damage.

This policy does not cover you if you lose your phone.

For further details please read the full terms and conditions

 

 

To make an insurance claim please click here

 

 

Full terms and conditions of sale can be found by clicking here.

It is also possible to find the terms and conditions page by selecting the option from the footer menu on any page.

 

 

To amend a recently placed web order please contact our web team on 0845 4020488 to inform them of any changes you would like to make, this includes any cancellations that have not yet been confirmed for despatch.

The confirmation e-mail that we have sent to you includes an e-mail address that you should reply to if you wish to update your order details.

As a security precaution we can only deliver to the address that the customers bank details are registered to. We cannot deliver to any other location, as we want to ensure the safe transit of the goods, direct to you.

If this does not answer your question then please contact our customer services team on 0871 522 3400.

If you have purchased over the Internet, please log-in to your account to obtain a full breakdown of your order details.

Alternatively, please read the order confirmation e-mails that are sent you by our web order team.

If you have purchased over the telephone, then please refer to the information contained within the Welcome Pack sent to you with your handset.

This pack contains:

• Price plan information.
• Terms and conditions of your contract and other useful information.
• Your cheque-back vouchers (required to claim your money by redemption).
• Sales invoice.

 

 

Register your sim card with your network. Allow 72 hours for your sim card to be connected.

 

 

Allow 72 hours for connection and if after this time has lapsed, is still is not connected please call our customer services team on 0871 522 3400

 

 

If your airtime credit does not show on your sim card automatically, register your sim card with your network and allow 72 hours for this to be applied.

 

 

Ring our customer services team on 0871 522 3400. We will send your details over to your network, and you should then receive your credit within 10 working days.

 

 

You can exchange your handset within 14 days from the date of 1st attempted delivery, provided you have not used the handset, or used the sim card to connect to the network.

This is subject to an admin fee of £19.99

 

Please call call our Customer Services Team on 0871 522 3400.

 

 

Your order must be returned to us within 14 days of the date of the 1st attempted delivery.

 

 

Unfortunately we can only accept returned goods that are unused.

 

 

Call our Customer Services team on 0871 522 3400 and we will provide you with return details.

 

 

Our current exchange and refund policys can be found here

 

 

 

 

Our terms of sale can be found here

 

The terms for this Guarantee can be found here

 

 

Our repairs policy can be found here

 

 

Calls to our Customer Services department are charged at 10p per minute from standard landlines, calls from mobiles may vary, check with your network provider.