Customer Services @ OneStopPhoneShop

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.

I have returned my handset but have received a bill from the network.

Disconnection of your handset will not occur for another 2-3 weeks. This may mean you receive a bill from the network during this period for line rental charges.

Please disregard this bill; we also suggest that you contact your bank to cancel the direct debit as any payments taken will then need to be refunded directly by the network. We are not responsible for such payments being debited from your account

You will receive a second recalculated bill for the period you used the handset.

If you do not receive a recalculated bill but another bill with full line rental charges please contact our customer services team on 0871 522 3401.

I have received a text bundle/service I did not order.

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 3401.

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.

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 3401.

Orange:

Call Orange customer services on 07973 100150 and follow the prompts.

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 3401.

T-Mobile:

Call T-Mobile customer services on 150 from your handset and follow the prompts.

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 3401.

I have not received my bills from the network.

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
Tarrif
Bill Date

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.

How do I claim Cashback for a Mobile phone or Broadband contract?

12 month phone and mobile broadband contracts

To claim your cashback you need to send in specific bills. When working out which bill to send in remember month 1 is the month you purchased, regardless of the date you ordered i.e. if you purchased on the 28^th January 2010 your 6^th bill required would be dated in June 2009

Month 1 - January 2010 (the month you purchased)

Month 2 - February 2010

Month 3 - March 2010

Month 4 - April 2010

Month 5 - May 2010

Month 6 - June 2010 (this is month 6)

For a gift value of £50 or less we require the bill you receive in your 6^th and 8^th month

For a gift value between 51-£100 we require the bill you receive in your 6^th, 8^th and 10^th month

For a gift value over £100 we require the bill you receive in your 6^th, 8^th, 10^th and 12^th month

The required bill needs to be sent to Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX and must be received within 60 days from the date on the bill.

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

18, 24 and 36 month phone and mobile broadband contracts

To claim your cashback you need to send in specific bills. When working out which bill to send in remember month 1 is the month you purchased, regardless of the date you ordered i.e. if you purchased on the 28^th January 2009 your 6^th bill required would be dated in June 2010

Month 1 - January 2010 (the month you purchased)

Month 2 - February 2010

Month 3 - March 2010

Month 4 - April 2010

Month 5 - May 2010

Month 6 - June 2010 (this is month 6)

For a gift value of £50 or less we require the bill you receive in your 6^th and 9^th month

For a gift value between 51-£100 we require the bill you receive in your 6^th, 9^th and 12^th month

For a gift value over £100 we require the bill you receive in your 6^th, 9^th, 12^th, 15th and 18^th month

The required bill needs to be sent to Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX and must be received within 60 days from the date on the bill.

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

Please refer to the cashback terms and conditions for further information

I have not received my automatic credit.

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

I have not received my bills from the network.

Name
Address
Tarrif
Bill Date
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.

What is a Network promotion?

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.

I could not claim due to unforeseen circumstances.

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

Terms and Conditions for Cashback:

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. We do accept online bills as long as all the relevant information is still provided. If you are charged by your network provider for a paper bill the costs will need to be covered by yourself and not e2save

3. If you have ported your number you must inform us by updating your personal information in the customer log in area or by updating it using the automated system by calling 0871 522 3401. If you fail to inform us we will not be able to process your cashback and the claim will be rejected

4. If your bill shows an outstanding balance is due then your claim will be rejected

5. If your address on the bill does not match our records then your claim will be rejected. To change your address you must contact customer service on 0871 522 3401 with your new address details

6. 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

7. 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

8. We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature

9. If the service agreement is suspended or disconnected for any reason then we reserve the right to reject any cashback claims

10. You must retain your original contract for the full contract length 12/18/24 months. If you upgrade your contract before this time with any company outside the Carphone Warehouse Group your cashback will be rejected. If you upgrade with any of the Carphone Warehouse Groups your claim will not be affected

11. We can only accept 1 claim per envelope. This is due to our automated processing system which can only identify 1 bill per envelope received

12. 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 60 days for the cheque to be delivered to your home address.

Do I need to use Claim Vouchers?

There is no need for claim vouchers please just send in the required bill. Refer to the cashback terms and conditions for further information

My handset is connected but I cannot make outgoing calls

If your handset has previously been connected but will now not allow outgoing calls your handset may be barred by the network.

To lift the bar from your handset you will need to contact your network service provider.

My handset is not connected.

Please allow 72 hours from receiving your handset for the connection to process fully.

Please keep your handset switched off for this period.

Check every 2 hours, to see whether your handset has been successfully connected. Before switching on your handset please take out the battery and the SIM card, then place them back in your handset and switch this on.

If your handset has not been connected after 72 hours please contact our customer services team on 0871 522 3401

How can I port my number?

Vodafone or Talk Mobile:

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.

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.

O2:

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 02 on 0870 241 0202 quoting your temporary number, existing number and PAC.

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

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.

Information about our delivery service.

To view the latest information about our delivery process please click here.

How can I track my order and delivery?

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.

Can I change my delivery address?

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 3401

What does limited stock mean? When will you deliver these handsets?

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.

What happens if I miss the delivery?

If no one is available to accept delivery, the package will be returned to your local DHL Collection 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.

What does my policy cover?

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.

How do I make a claim?

Making a claim

If your phone or any of its accessories are stolen or damaged, you must do the following:

Report any theft to your network provider as soon as possible after discovering the theft, and no later than 24 hours after discovering it;
Report any vandalism or theft to the police within 48 hours of discovering it. You must get evidence in writing (for example, a crime reference number) showing that you have done so;
Visit www.carphonewarehouse.com/makeaclaim or any Carphone Warehouse store or call us on 0870 111 7002, as soon as possible to tell us about the damage or theft and make a claim. Please keep the damaged phone and accessories as you will need to return these to The Carphone Warehouse. You must make a claim within 60 days of discovering the damage or theft.

Where can I find the terms and conditions?

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.

What is Recommend a friend?

Recommend a friend or relative and receive up to £20

How do I recommend a friend?

How did you purchase your phone?

By Phone:

When your friend contacts us, they will need to state at the beginning of the call that you referred them to us.
They will need to provide us with:

Your full name
Your postcode
Your mobile phone number

If their call results in the purchase of a pay monthly phone you will receive a payment within 45 days.

By Internet

Please Log into your personal account for details on how to refer your friends and family.

How much money will I receive and when?

The amount of Money4Me you receive will depend on the date and which network the handset was bought on. For amounts please see the table below:

T-Mobile - £20

Orange - £20

3 - £20

BT Mobile - £20

O2 - £20

Virgin Mobile - £20

You will receive your cheque approximately 45 days after your friend or relative's purchase.

How many people can I recommend?

There is no limit, the more people you recommend, the more money you can potentially earn.

Recommend a friend Terms and Conditions

The referrer needs to be a customer of Onestopphoneshop with an active connection in order to receive money for recommending friends.
We reserve the right to withhold recommend a friend payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.
The referred customer needs to have an active account for at least 28 days. Returning the handset and cancelling the connection during this period voids the recommend a friend bonus payment.
recommend a friend payments only apply when recommending new customers and not existing ones.

Can I port from pay as you go to pay monthly?

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

How do I port my number?

Vodafone or Talk Mobile:

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.

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.

O2:

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 02 on 0870 241 0202 quoting your temporary number, existing number and PAC.

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

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.

How can I get a new number?

If you order a new contract you will be assigned a new number so if you choose not to transfer your old number then you can keep the new one allocated

Remember! If you are moving networks you must cancel your contract with your existing provider

How can I amend or edit a recently placed order?

To amend a recently placed web order please contact our web team on 0845 6554444 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.

I want to change my delivery address.

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 3401

I want to verify the details of my order.

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.

Exchange and Refund Policy

http://media.onestopphoneshop.co.uk/tandc/osps/exchange_and_refund.pdf

Terms of Sale

http://media.onestopphoneshop.co.uk/tandc/osps/terms_and_conditions.pdf

Repairs Policy

http://media.onestopphoneshop.co.uk/tandc/osps/Repairs_Policy_onestop.pdf

Call Charge Information

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

What shall I do if my PAYG sim card does not work?

What do I do if I have registered my sim card with my network and it does not connect?

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 3401

How long does it take for me to get my airtime credit?

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.

What do I do if my airtime credit has not been applied and I have already registered my sim card wit

Ring our customer services team on 0871 522 3401. We will send your details over to your network, and you should then receive your credit within 10 working days.

If I don’t like my handset can I exchange it for another model?

You can exchange your handset within 14 days from the date of 1^st 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 £29.99

How do I exchange my handset for a different model?

Call our Customer Services Team on 0871 522 3401.

How long have I got to return my order if I don’t want it?

Your order must be returned to us within 7 working days, you must first contact Customer Service on 0871 522 3401

Can I return my order if I’ve used the handset or the sim card?

The returned goods must be unused. We wont accept a cancellation if the phone or SIM card has been used

How do I return my order?

Call our Customer Services team on 0871 522 3401 and we will provide you with Return details.

Click here to download your Online Welcome Pack

OSPS Welcome Pack

How do I update my address details?

There are a number of different ways to tell us you have moved address.

1. Use the customer log in area where you can enter your new address, you will need your order ID number to access the log in area.

2. Call customer service on 0871 522 3401 and the customer service agents can update this over the phone, once you have answered some additional security questions.

3. You can write into customer service at the following address with proof of your new address, a utility bill or bank statement dated within the last 3 months.

Customer Support Team

3R House

Belton Road

Loughborough

Leicestershire

LE11 5XH

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