FAQs


With years of knowledge and experience within the telecoms sector we pride ourselves on the ability to answer tricky industry questions. Here is a list of the most common questions we’re asked with the addition of a few helpful downloads.

general_faq

General FAQs

Why can’t I access my voicemail when abroad?

To access voicemail abroad, you will need to set up a security Pin before you leave the UK.
1. Call your voicemail.
2. Choose security option
3. Set PIN and save. Then you are good to go.

For a more in-depth explanation please click here

What is a PAC code?

A PAC code (porting authorisation code) allows you to transfer your existing mobile phone number from one mobile phone network provider to another mobile phone provider so that if you change mobile phone networks you do not have to give everyone a new number.

How do I get my PAC code?

Go to this website, select your current and new phone provider, click OK and you’ll receive full instructions for obtaining your PAC code.

What are the time scales to swap a SIM?

Vodafone requires 15-20 mins for activation and EE/O2 require 2-25 hours.

Do I need to activate my phone to use it abroad?

We don’t normally bar anyone from using their phone or device abroad – so if we haven’t told you there’s a bar in place you should be fine.

How do I move my number to a new network?

Generally, all the networks have the same porting procedure and you can normally specify when you’d like the swap/port to take place, for more information see PAC Codes.

How do I unlock my phone to another network?

For Vodafone & EE customer please contact us to unlock your devices. For O2 customers you can request this directly from O2 customer services or directly from the O2 website.  To unlock your handset, please provide us with: Mobile No, Handset Model and IMEI. Contact us on 0344 8464 222

How long is my manufacturer warranty?

All Apple products have a 1-year manufacturer’s warranty. Samsung, HTC and all other manufacturers have offer a 2-year manufacturer’s warranty. Please Contact us on 0344 8464 222 for any exchange requests.

Why is my bill high?

Please check your bill for: excessive use of data, roaming (abroad) or calling international numbers can all cause you to incur a high bill. For all online or general billing enquiries please contact us.

apple_faqs

iPhone FAQs

How do I set my new iPhone?

Sign in with your Apple ID on a new device. Your Apple ID is the account you use to access all Apple services—and you only need one to sign in everywhere. If you use Apple services like the iTunes & App Stores, Apple Music, iCloud, iMessage, and FaceTime, then you already have an Apple ID and don’t need to create a new one. For more detailed information click here

Why doesn’t my iPhone switch on?

Your device might have a frozen screen that doesn’t respond when you touch it or press buttons. Or maybe your device begins to turn on, but gets stuck during start-up. These steps can help – click here.

How do I erase all the information on my iPhone / iPad?

You might need to enter your passcode and Apple ID password before you erase all content and settings. To erase your iPhone, iPad, or iPod touch, tap Settings > General > Reset > Erase All Content and Settings.

Make an iCloud backup

  • Connect your previous device to the Internet with Wi-Fi.
  • Go to Settings > iCloud > Backup.
  • Make sure that iCloud Backup is turned on.
  • Tap Back Up Now.
  • Stay connected to Wi-Fi until the process finishes.

For more detailed information click here

How do I transfer content from my previous iOS device to my new iPhone?

Make an iCloud backup

  • Connect your previous device to the Internet with Wi-Fi.
  • Go to Settings > iCloud > Backup.
  • Make sure that iCloud Backup is turned on.
  • Tap Back Up Now.
  • Stay connected to Wi-Fi until the process finishes.

Then use the following steps here to transfer your iCloud/iTunes backup to your new device.

How do I update the iOS software on your iPhone, iPad wirelessly or using iTunes

You can update your iPhone, iPad, or iPod touch to the latest version of iOS wirelessly. If you can’t see the update on your device, you can update manually using iTunes. The latest version of iOS is iOS 10.1. For more detailed information click here. Before you update, make a backup of your device using iCloud or iTunes – click here for more information on how to perform a backup. Some iOS software updates aren’t available wirelessly. VPN or proxy connections might prevent your device from contacting the iOS update servers.

How to Insert a SIM card?

Before you can use your phone, you need to insert your SIM. Remove the SIM holder located on the right-hand side of the device

  • Find the openerfor the SIM holder. The opener is attached to the cover containing the papers that come with your phone.
  • Insert the opener into the small hole in the SIM holder.
  • Remove the SIM holder fromyour phone.

Insert SIM

  • Turn your SIM so the angled corner of the SIM matches the angled corner of the SIM holder.
  • Slide the SIM holderinto your phone.

For more detailed information click here

android_faqs

Android FAQs

How do I turn mobile data on and off?

You can limit your data usage by turning off mobile data. You’ll then not be able to access the internet using the mobile network. You can still use Wi-Fi even though mobile data is turned off.

Find “Mobile Data”

  • Press Settings.
  • Press Mobile Data.

Turn mobile data on or off

  • Press the indicator next to “Mobile Data”to turn the function on or off.

Return to the home screen

  • Press the Home keyto return to the home screen.

How do I connect to a WIFI network?

You can use Wi-Fi as an alternative to the mobile network when establishing an internet connection. This way your phone doesn’t use mobile data.

To find “Wi-Fi”

  • Press Settings.
  • Press Wi-Fi.

Turn on Wi-Fi.

  • Press the indicator next to “Wi-Fi”to turn on the function.

Connect to a Wi-Fi network

  • Press the required Wi-Fi network.
  • Press Passwordand key in the password for the Wi-Fi network.
  • Press Join.

*You can get the password from the network provider or administrator.

Return to the home screen

  • Press the Home keyto return to the home screen.

How do I turn mobile data roaming on an Android device?

You can limit your data usage when abroad by turning off data roaming.

You’ll then not be able to access the internet using the mobile network when abroad. You can still use Wi-Fi even though data roaming is turned off. Remember, you need to turn on mobile data.

To find “Mobile networks”

  • Slide your finger down the display starting from the top edge of your phone.
  • Press the settings icon.
  • Press Mobile networks.

To turn data roaming on or off

  • Press Data roamingto turn the function on or off.
  • If you turn on data roaming:
  • Press OKto confirm.

To return to the home screen

  • Press the Home keyto return to the home screen. For more detailed information click here

How do I restart my phone or boot into recovery mode?

If your phone is slow or freezes, it might help to restart it.

Restart your phone

  • Turn off your phone (sometimes this requires the power button to be held until it powers off.)
  • Wait for 10-15 seconds.
  • Turn on your phone again.

To boot into recovery mode, make sure that the device is powered off, then follow these instructions:

  • Hold the Volume Up Key and Power button simultaneously (for Samsung Galaxy devices, hold Volume Up + Home Key + Power Button)
  • Hold the button combination until you see the word Start (or Stock Android logo).

How do I select a network when roaming?

You can set your phone to select a network automatically or you can select a network manually. If you select a network manually, your phone will lose network connection when the selected network is out of reach.

  • Find “Network operators”
  • Slide your finger down the display starting from the top edge of your phone.
  • Press the settings icon.
  • Press Mobile networks.
  • Press Network operators.
  • Select option
  • Select one of the following options:
  • Select network manually, go to 2a.
  • Select network automatically, go to 2b.

2a – Select network manually

  • Press Search networks.
  • Your phone searches for networks within range.
  • Press the required network.
  • The display will tell you if you have access to the network you’ve chosen.

2b – Select network automatically

  • Press Select automatically.
  • Return to the home screen
  • Press the Home keyto return to the home screen. For more detailed information click here

How can I extend my battery life on my Android Device?

If your phone’s battery life is shorter than expected, follow this guide to solve the problem.

  • Bluetooth is turned on

Turn off Bluetooth.

  • You have running applications

End one or more running applications.

  • The display brightness is set too high

Lower the brightness.

  • GPS is turned on

Turn off GPS.

  • Mobile data is turned on

Turn off mobile data.

  • Wi-Fi is turned on

Turn off Wi-Fi.

Question: I can’t turn on my Android Device?

If you can’t turn on your phone, there may be several causes of the problem.

  • The battery is flat

Charge the battery.

  • Your phone isn’t assembled correctly

See how to assemble the phone.

  • Your phone doesn’t turn on correctly

See how to turn on the phone.

Question: Why isn’t the touch screen responding on my android device?

If the touch screen doesn’t respond, follow this guide to solve the problem.

  • The screen lock is turned on

Turn off the screen lock.

How do I set up my Android Device and use it as a Wi-Fi hotspot?

When you use your phone as a Wi-Fi hotspot, you can share your phone’s internet connection with other devices via Wi-Fi, learn more here.

How do I paid a Bluetooth device to my Android Device?

Bluetooth is a wireless connection which can be used to transfer files between two devices or to establish a connection to other devices, such as a wireless headset or keypad. Learn how to pair a device here.

How do I find the IMEI, model number, and other identifying identification for my Samsung Galaxy device if I can’t remove the battery?

An IMEI or International Mobile Equipment Identity number is a 15 or 17- digit unique number which is used to identify mobile devices.

Please note that while it was possible to find the IMEI under the battery of older models, this is not the case for newer models with non-removable batteries. Please do not attempt to remove the battery for these models as you may damage the device and void your warranty.

Follow the below steps to find out more about the identifiers of the device:

Answer:

  • Tap Apps
  • Tap Settings
  • Tap About Device. You may need to scroll down a little
  • Tap About Device screen will show you information such as model number and Android version.
  • Tap Status to find out information such as mobile number, IMEI and network.

How do I check my mobile data usage, switch it on or off, and set a data limit?

Mobile data allows you to gain wireless access to the Internet when you are not connected to Wi-Fi.

Your network provider contract will include a data allowance. You may be charged if you go over your allowance. If you want to increase your data allowance, you will need to contact your network provider.

You can set a data limit or warning on your device so that you do not go over your limit by mistake