Customer Services @ OneStopPhoneShop

If you have changed address then we need to know about this before you make a cashback claim. It's simple, just log into your online account and update it or you can call our customer service team on 0871 522 3400.

We have an automated scnaning system for the cashback claims so we have no facility to read or respond to any letters you send with your claim, even the change of address requests. We absolutly need you to change your address prior to claiming any cashback, we dont want there to be any delays with your cheque.

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

Terms and Conditions

Our terms and conditions for cashback are as follows;

All bills must be received within 60 days from the date of the bill
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
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
If your bill shows an outstanding balance is due then your claim will be rejected
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
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
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
We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature
If the service agreement is suspended or disconnected for any reason then we reserve the right to reject any cashback claims
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
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
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 35 days for the cheque to be delivered to your home address.

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.

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 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
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.

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

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

We're really sorry but we're currently experiencing delays in processing cask back claims. Please allow up to 12 days for your claim to be processed, from the date you sent it to us. Should your claim be successful please allow a further 6 weeks to receive your cheque. There is no need to call or email us. We hope you can accept our sincere apologies for the delays caused. We've already put measures in place to reduce this delay. Thank you for your continued patience with this.

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 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 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

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

Click here to download your Online Welcome Pack

OSPS Welcome Pack

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 do I port my number?

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.

Vodafone:

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 Vodafone on 0870 070 2113 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.

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 long is my airtime credit valid?

If, in the unlikely event your airtime credit does not apply to the sim card automatically, then you have up to 6 months from purchase to inform us of this.

What do I do if my PAYG handset does not work?

In the unlikely event that your handset is faulty please contact our Customer Service Team on 0871 522 3401 within 28 days of purchase and we will look into arranging an exchange for you.

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

If your airtime credit does not show on your sim card automatically allow 72 hours for this to be applied. If your network provider is o2 this will take 8 working days to appear.

If this time has lapsed and your airtime has still not been applied then please contact our Customer Services Team on 0871 522 3401 and we will arrange for it to be applied for you.

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

Please call our customer services team on 0871 522 3401.

Is there a limit to the number of PAYG handsets I can purchase?

Yes, PAYG handset purchase limits do apply. Limits vary, so please contact us for further information if you wish to purchase multiple PAYG handsets.

How do I return my order?

Call our customer advisors on 0871 522 3401 and we'll let you know how to do this.

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

If you change your mind we will be happy to cancel your agreement and provide a refund of any amounts paid in respect of the products provided:

You haven't used the phone or SIM card to make or receive a call, send or receive text messages, upload data via the web or take photos. You can however turn the phone on to check reception and browse the menus.

You notify us of your intent to cancel within seven working days starting the day after first attempted delivery of your product. If your airtime provider has required a deposit and the airtime contract is cancelled, you will need to request a refund of your deposit from the airtime provider directly.

You must take care of the products (including all equipment, manuals and accessories) until received by us so all products must be returned undamaged and unused otherwise you may be charged for the cost of collecting them or the value of the missing, damaged or used items.

If you use your product whether before or after notifying us of your wish to cancel, you will be responsible for all charges incurred under your airtime contract and these may not be refunded.

The following products and services are excluded from this right to cancel:

Business customers
Prepay airtime purchases (top-ups)
Games, ringtones, downloads, Talk2Text, and graphics
Car kits once they have been installed
Hands-free units with earpieces that have been used

How long have I got to return my order if I donât want it?

You must first contact one of our customer advisors on 0871 5223401 to arrange the return and so we can provide you with full return details.

We request you return the goods back to the warehouse so they are received back within 2 working days of when you told us you wanted to return.

How do I exchange my handset for a different model?

Please call one of our customer advisors on 0871 5223401 and they will be able to look at the options available to you.

If I donât like my handset can I exchange it for another model?

You can exchange your handset within seven working days from the day after 1st attempted delivery. You'll need to pay any additional costs should you exchange to a higher value handset.

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.

Repairs Policy

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

Terms of Sale

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

Exchange and Refund Policy

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

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.

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.

How can I amend or edit a recently placed order?

To amend a recently placed web order please contact our web team on 0871 5211422 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.

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.

How many people can I recommend?

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

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 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.

What is Recommend a friend?

Recommend a friend or relative and receive up to £20

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.

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.

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.

What happens if I miss the delivery?

If you provided us with a mobile contact number a text message will be sent to you with the couriers contact number to re-arrange your delivery at a suitable time for you. We are now using Yodel as our appointed delivery agents due to them recently taking over DHL.

Alternatively, a card will be left at your address explaining how to collect the order from your local Yodel Collection Office.

Remember that you'll need to take a form of ID with you to collect your handset. These include a passport, utility bill or driving license

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.

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.

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.

Information about our delivery service.

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

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.

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.

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.

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

I have not received my bills from the network.

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.

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 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 am being charged more than the deal advertised on this site.

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.

Call charge information

Calls to our customer service and cash back advisors are charged at 10p per minute from standard landlines. Calls from mobiles may vary so please check with your network provider. We also need to let you know that call charges are not refundable.

You can contact us free of charge by submitting your query using the 'Customer Query Form'. You'll find this form by clicking here. Please allow up to 24 working hours for us to respond to your enquiry.

Complaint Policy

We're sorry to hear you're not happy with the service you've received from e2save.com and we want to put this right. Please get in touch with us to discuss your concerns by calling 0871 5223401 and we'll try to resolve your problem as quickly as possible. Our dedicated customer service advisors will always try to deal with your complaint straight away. (Calls cost 10p per minute plus network charges).

You can also write to us at:
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH

Please include your name, address, mobile number and contact number.