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URGENT NOTICE TO NEW
VODAFONE CUSTOMERS
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Due to a system error some customers may not have been placed on the correct
priceplan or not received their 1/2 price line rental from the network.
We sincerely apologise for any inconvenience this has caused. Your next monthly bill will
be recalculated to amend any extra charges incurred by this error and/or your priceplan.
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Helpdesk » Number Transfer
| Answer: Number Transfer | | |
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Porting is the process by which a customer can switch from one network operator to another and take their existing mobile number with them.
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Please select the network you wish to port to:
| How do I port my number to 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.
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| How do I port my number to 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.
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| How do I port my number to 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.
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| How do I port my number to Virgin 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 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.
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| How do I port my number to Vodafone? |
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.
- We will despatch your new mobile & 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 Vodafone Direct to Vodafone 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.
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| How do I port my number to O2?
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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.
- We will despatch your new mobile & 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.
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Can I port from pay as you go to pay monthly? |
| 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 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.
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Which Networks Can I Port To? |
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| If you cannot find the information required try searching for a specific keyword in the search box below: |
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Helpdesk » Glossary
| Answer: Glossary | | |
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Please click here for our glossary of mobile phone terms.
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Helpdesk » Chequeback
| Answer: Chequeback | | |
| How do I claim my Chequeback |
| If you cannot find the information required try searching for a specific keyword in the search box below: |
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PLEASE NOTE: Downloading of Cashback Vouchers requires you to have Adobe Acrobat installed on your computer.
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Helpdesk » Unable to Login?
| Answer: Unable to Login? | | |
When logging into your account please use:
- Your original email address given at point of sale.
- Your original handset number (before porting).
If you are still unable to log in, please click on the heading (see left of page) that best fits your query to be taken to the appropriate section of our Helpdesk.
If you cannot find the information required under these general headings, try searching for a specific word in the search box below.
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Helpdesk » Money4Me
| Answer: Money4Me | | |
| If you cannot find the information required try searching for a specific keyword in the search box below: |
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Helpdesk » Billing Queries
| Answer: Billing Queries | | |
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| | I am being charged more than the deal that is advertised on this site. |
| I am being charged more than the deal advertised on this site. |
The deals that we advertise are paid back to you via our Chequeback 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.
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I have returned my handset but have received a bill from the network. |
| I have returned my handset but have received a bill from the network. |
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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.
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 0845 655 5522.
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I have received a text bundle/service I did not order. |
| I have received a bundle/service I did not order. |
For a guide on how to remove the text bundle/service please select your network:
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| I want to remove a bundle/service (Bolt-On) on the O2 network. |
To remove a bundle/service either:
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 0845 655 5522. |
| I want to cancel a bundle/service on the Vodafone network. |
To remove a bundle/service either:
Call 08700 700191 from any landline or 191 from your handset (this is deducted from your inclusive minutes) and follow the prompts.
Register online at Vodafone and manage your account, to start the registration process please click here.
A minimum three month term applies to a Vodafone bundle/service.
If the network does not allow you to remove this or you have been charged for the bundle/service please contact our customer services team on 0845 655 5522.
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| I want to cancel a bundle/service on the Three network. |
To remove a three bundle/service either:
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 0845 655 5522. |
| I want to cancel a bundle/service on the Orange network (Add-on). |
To remove an orange bundle/service either:
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 0845 655 5522.
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| I want to cancel a bundle/service on the T-Mobile network.
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To remove an T-Mobile bundle/service either:
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 0845 655 5522. |
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Can I change my priceplan? |
| Can I change my priceplan?
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For a guide on how to change your priceplan please select your network:
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| I am on the O2 network. |
You will not be able to move to a lower price plan within the first 6 months of your contract. If you change your price plan any unused rollover minutes and text will be lost.
PLEASE NOTE: Changing to a lower or higher monthly price plan after the permitted time will not invalidate your chequeback offer.
If you wish to make a change to your price plan either:
Contact O2's customer services on 0870 111 7200 from your handset (this is deducted from your inclusive minutes) and press 5 > 3 on the automated menu to speak to an operator.
Or request to change your price plan online at www.mycarphonewarehouse.com
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| I am on the Vodafone network. |
You will not be able to move to a lower price plan within the first 9 months of your contract. If you change to a lower price plan any unused rollover minutes and text may be lost.
PLEASE NOTE: Changing to a lower or higher monthly price plan after the permitted time will not invalidate your chequeback offer.
If you wish to make a change to your price plan either:
Contact Vodafone customer services on 08700 700191 from any landline or 191 from your handset (this is deducted from your inclusive minutes) and press 2 > 2 on the automated
menu to speak to an operator.
Or request to change your price plan online at www.vodafone.com.
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| I am on the Three network. |
You will not be able to move to a lower price plan within the first 6 months of your contract.
PLEASE NOTE: Changing to a lower or higher monthly price plan after the permitted time will not invalidate your chequeback offer.
To make changes to your price plan either:
Contact Three's customer services on 333 from your handset or 08707 330 333 from any other phone. Press 1 > 5 > 1 on the automated menu to speak to an operator.
Or request to change your price plan online at My Three.
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| I am on the Orange network. |
You will not be able to move to a lower price plan within the first 6 months of your contract.
PLEASE NOTE: Changing to a lower or higher monthly price plan after the permitted time will not invalidate your chequeback offer.
If you wish to make a change to your price plan either:
Contact Orange's customer services on 07973 100 150. Press 4 > 2 on the automated menu to speak to an operator.
Or request to change your price plan at www.orange.co.uk.
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| I am on the T-Mobile network. |
You will not be able to move to a lower price plan within the first 11 months of your contract.
You can change price plan once a month from this point; the change is effective from the date of your next bill.
PLEASE NOTE: Changing to a lower or higher monthly price plan after the permitted time will not invalidate your chequeback offer.
If you wish to make a change to your price plan either:
Contact T-Mobile's customer services on 150 from your handset. Press 2 > 2 on the automated menu to speak to an operator.
Or request to change your price plan at www.T-mobile.com.
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| I am on the Virgin network. |
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You will not be able to move to a lower price plan within the initial period of your contract (12/18 months).
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I am on the Three Network
Can I end my contract before 12/18 months?
Three contracts are subject to a minimum 12/18 month term, you will be unable to cancel the contract befor this time.
How do I can my contract when the minimum term has expired?
Three network will require 30 days notice to cancel the contract, this can be done after 11/17 months. To do this please call 333 from your handset for three customer services,
pressing option 1 (monthly priceplan), then option 5 (changes to priceplan), then option 3 (thinking of leaving the network). Alternatively you can also call our upgrades team on
0871 871 8529 for information on our amazing upgrade offers.
Are National rate/Freephone numbers included in my monthly minutes
Unfortunately no, for full details of excluded number types please click here
Why do my free texts include?
Inclusive messages only covers text messages sent and received within the UK, it does not include: international text, texts received and sent aboard, text to premium rate numbers,
picture texts and video texts.
Are my minutes rolled over?
No, inclusive minutes and text are NOT rolled over to the next month.
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I have been overcharged on my bill. |
| I have been overcharged on my bill. |
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As we do not have access to your bills we recommend that you contact your network with any issues.
If you feel that there is a discrepancy between the deal that you placed and what you are being charged before Chequeback, please contact our customer services team on 0845 655 5522.
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| If you cannot find the information required try searching for a specific keyword in the search box below: |
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Helpdesk » Insurance
| Answer: Insurance | | |
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How do I make a claim? |
| How do I make an Insurance Claim? |
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Please click on the appropriate link below to find out how to make a claim.
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| I purchased my handset after the 29th October 2004. |
Your insurance policy is with Lifeline™ (0870 111 7002), this is provided by New Technology Insurance (“NTI”).
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Please select the appropriate option:
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| My handset has been lost and I wish to make a claim. |
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Please be aware your insurance policy does not cover you for the loss of your handset.
Although a claim cannot be made for a replacement handset you should:
- Contact your network provider to bar the lost SIM card and arrange for a replacement SIM card to be sent (this will arrive within 7 working days).
- The network may charge you a fee ranging from £10 - £15 for the replacement SIM card.
- If you purchase a pay as you go handset on the same network this can then be used with your replacement SIM card.
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| My handset has been stolen and I wish to make an insurance claim. |
To make a claim for a stolen handset please:
- Contact your network provider within 24 hrs of theft to bar the SIM card and arrange a replacement SIM card to be sent (this will arrive within 3 working days).
If you are an Orange customer, you will receive a SIM card with your new handset once your claim has been validated.
- The network may charge you a fee ranging from £10 - £15 for the replacement SIM card, this will be refunded to you by ourselves should your claim be validated.
- Contact your local police station to obtain a crime reference number; this must be received within 48hrs of theft.
- In order to make a claim, please visit your local Carphone Warehouse store who will be able to help you make a claim. Alternatively you can also contact Lifeline on 0870 111
7002 and make a claim.
- Once your claim has been completed over the phone or in store, an excess fee will be taken by valid credit / debit card (cash if in store).
This will be:
- £50 for all claims made within the first three months of any policy.
- £29 for claims made on e2saveA @ £5.99 per month policy outside the first three months.
- £50 for all claims made on e2saveB @ £7.99 per month outside the first three months.
Arrangements will then be made to organise the delivery of your new phone.
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| My handset has been accidentally damaged and I wish to make a claim. |
To claim please:
- Contact Allianz Cornhill on 0870 160 31 02, explain why you would like to make a claim.
- Allianz Cornhill will arrange to collect your handset and take the excess fee, this will be:
- £25 for Band A insurance on handsets of cost £0 - £250.
- £50 for Band B insurance on handsets of cost £250 upwards.
This fee is payable by credit/debit card.
- If the handset is judged to be repairable, Allianz Cornhill will return the handset to you when fully repaired.
- If the handset is judged to be beyond reasonable repair, you will receive a copy of the engineer's report (BER report) which should then be forwarded to us via post to:
E2save.com,
3R House,
Belton Road Trading Estate,
Belton Road West Extension,
Loughborough,
Leicestershire
LE11 5XH
- Once we have received this report, we will then contact you to arrange the sending of a replacement handset.
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| My phone has been stolen and I wish to make an insurance claim. |
To make a claim please:
- Contact your network provider within 24 hrs of the theft to bar the SIM card and arrange for a replacement SIM card to be sent (this will arrive within 7 working days).
- The network may charge you a fee ranging from £10 - £15 for the replacement SIM card; the cost of your replacement SIM card is deducted from excess charged by the insurance
company.
If you are an Orange customer, you will receive a SIM card with your new handset once your claim has been validated.
- You must contact the police to report the theft and obtain a crime reference number; this must be reported within 48hrs of theft.
- In order to make a claim please call Allianz Cornhill on 0870 160 31 02.
- If your claim is successful you will receive a letter from Allianz Cornhill, this letter should then be forwarded to us via post to:
E2save.com,
3R House,
Belton Road Trading Estate,
Belton Road West Extension,
Loughborough,
Leicestershire
LE11 5XH
- Once we have received your claim letter we will contact you to arrange payment of the excess fee as below:
- £25 for Band A insurance on handsets of cost £0 - £250.
- £50 for Band B insurance on handsets of cost £250 upwards.
This fee is payable by credit/debit card.
- Once paid, we will arrange delivery of your new handset.
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| I purchased my handset on or before the 29th October 2004. |
Your insurance policy is with Allianz Cornhill (0870 160 31 02), for further information please select one of the options below:
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| I have accidentally damaged my handset and wish to make a claim. |
In order to make a claim please:
- Take the damaged handset to an express repair Carphone Warehouse store. The handset will be checked in store.
- For a list of express repair Carphone Warehouse stores please click here.
- If taken to a standard Carphone Warehouse retail store the phone will be sent away for assessment before a claim can be made.
- If your handset has to be sent away for repair you may be given the option of a temporary loan handset, however a refundable deposit of £50 will be requested.
- If a successful claim is made we will contact you to arrange the delivery of a new handset and the payment of the excess fee.
- This will be:
- £50 for all claims made within the first three months of any policy.
- £29 for claims made on e2saveA @ £5.99 per month policy outside the first three months.
- £50 for all claims made on e2saveB @ £7.99 per month outside the first three months.
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What does my policy cover? |
| What does my policy cover? |
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Your are covered against:
Theft.
Accidental damage.
If you lose your handset you are not covered by this insurance
For further information please refer to your insurance Terms and Conditions.
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| If you cannot find the information required try searching for a specific keyword in the search box below: |
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