Troubleshooting and Contact

Faulty products

What seems to be the problem

Q. My phone won’t turn on.Click to Expand
A.

Try these four solutions;
 
1) Plug your phone in to charge for a few hours, or overnight if you can. Failing that, try charging it from your computer for a similar length of time.
 
2) Alternatively, you can reset your phone, depending on the model, by holding a combination of one of the following buttons for 10 seconds: power and home button / power and volume up / power and volume down.
 
3) Make sure your battery is in the phone (sometimes they arrive separately in the box).
 
4) Make sure you’ve got your screen brightness turned up. In a bright room or outside, it may be too dark to see.
 
Not solved your fault?

Q. I can’t hear people during phone calls.Click to Expand
A.

Try these four solutions;
 
1) Does your phone still have the screen protector on? If so, please peel it off, as it can distort audio quality during calls and when playing sound on loudspeaker.
 
2) If you already have removed the protector, or doing so hasn’t helped, try turning the call volume up using the volume controls on the side of your phone. Please also check your volume settings to make sure it’s turned up for phone calls.
 
3) It sounds obvious, but make sure that you haven’t got any headphones plugged in when taking calls, as the audio can get channelled through them, instead of the phone’s earpiece.
 
4) Try switching a phone call to loud speaker. If that fixes it, there might be a fault with the earpiece. In which case, you may need to book an exchange with your manufacturer or ourselves.

Q. I’m having problems with my mobile signal.Click to Expand
A.

Try these solutions;
 
1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.
 
Setting Up EE WiFi Calling
 
Information can be found on EE’s website.
 
Setting Up O2 WiFi Calling
 
Information can be found on O2’s website.
 
Setting Up Three Wi-Fi Calling
 
Information can be found on Three’s website.
 
Setting Up Vodafone Wi-Fi Calling
 
Information can be found on Vodafone's website.
 
2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
 
3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191
 
4) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise a repair or replacement, by clicking here.

Q. My phone isn’t recognising my SIM card.Click to Expand
A.

Try these three solutions;
 
1) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
 
2) If you’ve tried Solution 2 above, and you can’t get your phone to recognise your SIM card, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive recognise it, please contact your network directly to order a replacement SIM and SIM swap.
 
EE: 0800 956 6000
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191
 
3) If you insert your SIM card into another phone on the same network, and it does recognise it, your phone could be faulty. You might need to organise a repair or replacement, by clicking here.
 
Not solved your fault?

Q. My phone arrived damaged.Click to Expand
A.

Please keep hold of all the original packaging and accessories, then contact us on 0345 413 6200 or email care@buymobiles.net.

Q. There might be an issue with my phone’s battery.Click to Expand
A.

Not to worry, we can probably fix that by changing a few of your settings.
 
If you own an iPhone…
 
We recommend reading this helpful article on how to improve your iPhone battery:
https://blog.buymobiles.net/how-to/improve-your-iphone-battery-life-tips-and-tricks.
 
If you own an Android phone…
 
We recommend reading this helpful article on how to improve your battery:
https://blog.buymobiles.net/features/android-battery-tips-and-tricks

Q. I can’t see my phone screen clearly.Click to Expand
A.

Try these two solutions;
 
1) Turn your screen brightness up, by going to your device Settings, under Display or Screen or something similar. You may also be able to turn your screen brightness up from your phone’s control panel, which you can access by either swiping up from the bottom of your screen (on iPhone), or down from the top of your screen (on Android).
 
2) Most phones come with an auto-brightness feature that automatically sets and readjusts your screen brightness according to the ambient light. You can disable this and keep a particular level of screen brightness by turning the auto-brightness feature off in your device Settings.

Q. How long is my manufacturer warranty?Click to Expand
A.

                                 Handset               Battery
Samsung              24Months          6 Months

Q. Is accidental damage covered under my insurance or warranty?Click to Expand
A.

The good news is, if you took out insurance with us when you bought your phone, it covers accidental damage. To make a claim, please contact City Main (the insurance provider) online or by calling 0333 999 7907.
 
It’s unlikely that your manufacturer warranty will cover accident damage. You may have to pay for a repair. You can use our Repair Partner to get a great price, and even arrange for a technician to visit your home or work and fix your phone there. Book your repair here.

Q. Fault not solved?Click to Expand
A.

If we haven’t been able to help fix the fault with your phone, then you may need an exchange or repair.
 
Please follow the instructions below.

Q. Exchanging or repairing other faulty phonesClick to Expand
A.

If you’ve had your phone for more than 30 days…
 
You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.
 
Samsung - 0330 726 7864 or online
 
If you’ve had your phone for less than 30 days…
 
We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 0345 413 6200.

Keeping your number

Q. Why have I received a message to contact the network?Click to Expand
A.

Your network probably wants to clarify or update your account details. Please get in touch with them directly.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 10
 
Vodafone: 0333 304 0191

Q. How do I port my number to my new network contract?Click to Expand
A.

Simply follow these steps:
 
1) Request a PAC code by texting ‘PAC’ to 65075. You’ll get a response within 60 seconds.
 
2) Choose a new mobile phone or SIM only plan on our website, then enter your PAC code in our checkout.
 
3) Your number will get transferred automatically. Simple!

Q. How do I get a PAC code?Click to Expand
A.

Simply text the word ‘PAC’ to 65075. You’ll get a response within 60 seconds.

Q. What is a PAC code?Click to Expand
A.

PAC is short for Port Authorisation Code, which is a code you need to transfer, or port, your mobile phone number to another network. You can get a PAC code simply by texting the word ‘PAC’ to 65075. You’ll get a response within 60 seconds.

Q. What do I do with my PAC code?Click to Expand
A.

Choose a mobile phone of SIM only plan on our website, then enter your PAC code in our checkout.

Q. Can I port my Pay As You Go number to a new contract?Click to Expand
A.

Yes, so long as it’s to a different network. Just contact your current network to get hold of a PAC code, then once you’ve received your new phone from us, provide your new network with your PAC code, and they’ll port your number across. Just so you know, any credit remaining on your PAYG SIM might be lost.

Q. How do I get a STAC code?Click to Expand
A.

Simply text the word ‘STAC’ to 75075. You’ll get a response within 60 seconds.

Q. What is a STAC code?Click to Expand
A.

STAC is short for Service Termination Authorisation Code, which is a code you can use to end your old service when moving to a new network. Note: When you cancel your service using a STAC, your mobile number will be terminated, and you won’t be able to get it back.

Contact your network

Q. Your Network AppClick to Expand
A.

The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.
 
My EE App: iOS | Android
 
My O2 App: iOS | Android
 
Three App: iOS | Android
 
My Vodafone App: iOS | Android

Q. Your Network NumberClick to Expand
A.

Please call the relevant number below.
 
EE: 0800 956 6000
 
O2: 0344 809 0202
 
Three: 0333 338 1001
 
Vodafone: 0333 304 0191