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If you are not available to take delivery a calling card will be left for you to contact the couriers directly to rearrange the delivery or collection of your package.
Please note: If the delivery is by Parcelforce, the delivery can take place up to 48 hours after despatch of the package.
If you are not available to take delivery they may leave your package at a neighbour's house.
If the courier has not left a card, you can contact the couriers directly on the number below.
The tracking number can be found on the ‘My Orders’ section of the website.
Have you received a letter confirming that the item is out of stock? If so please allow the specified time for the item to be delivered.
If you have not received an out of stock letter, you can contact us by email: cc@dialaphone.com (please quote your name, mobile number & home postcode. We will try to contact you within 48 hours of receiving your email) Telephone: 0844 481 5866
In order to return the memory card or bluetooth headset for a refund, you need to return it to us within the 7 working day peace of mind guarantee to the following address:
Please include a cover note with your name, postcode and if possible, your reference number to:Dial-a-Phone Accessory Return Centre2020 LogisticsBay 10Duchy RdCreweCheshireCW1 6NBThe refund will be processed within 5 – 7 working days of receipt.
1. Contact the Customer Support Team on 0844 4815866 within 7 working days after the delivery date.
2. We will send you a prepaid bag for you to return the goods.
3. Please return the goods to us within 7 days of your call to the Customer Support Team.
4. When re-packaging the goods, you need to check:
a. you have included the complete set of product items (including charger, battery, accessories, instruction manual and/or additional items that we originally sent to you, including any free gift;
b. all the goods must be returned, where possible, with their original packaging, in as good a condition as they were in when they were delivered to you.
5. Please retain proof of posting. The goods remain your responsibility until they are received by us
You have the right to cancel your policy within the first 14 days of receiving your policy terms and conditions. You will be entitled to a full refund of any insurance payments you have made. Simply contact Policy Administration Services Ltd on 0844 871 0600.
After 14 days you may cancel your policy by calling Policy Administration Services Ltd on 0844 871 0600. Any payments you have made until that date will not be refunded.
If you are insured with Allianz you will need to give your notice in writing to:
If the delivery of your handset does not arrive it will be retained at your local post office. If you are not in to take the delivery a card will be left detailing how and where to arrange a new delivery or collection of your package. You have 5 days to collect your phone from the local sorting office.
To contact the courier directly, you can obtain the tracking number from the ‘My Orders’ section.
We have a range of Pay As You Go phones available at www.dialaphone.co.uk/payg.
If you want to take out another great deal with a brand new handset please call us on 0800 183 7912
Faulty laptops & mobile broadband dongles* less than 28 days after your date of receipt?
All laptops and mobile broadband dongles come with 28-day unlimited technical telephone support. If you experience any technical issues with your laptop or mobile broadband please call our technical team Monday to Friday 9am - 10pm, Saturday 9am - 8pm, Sunday 10am - 6pm on 0844 871 2233. Calls are charged at 5p per minute from a BT landline, mobiles and other network providers may vary. If our technical team are unable to assist with your enquiry please contact the Dial-a-phone Support Team on 0844 481 5866, who will arrange for the return of the product (and/or accessories) at no extra charge to you, by dispatching a Royal Mail First Class Delivery pre-paid bag which you can use to return the goods.
Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.
Faulty laptops & mobile broadband dongles* more than 28 days after your date of receipt?
All laptops/dongles are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your laptop or mobile broadband dongle following 28 days from the date of your receipt then please either please contact the Dial-a-phone Support Team on 0844 481 5866 or the manufacturer direct on the numbers set out below. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide a like for like exchange**
Any accidental damage would not be covered by the warranty, and you would be required to cover the cost of this kind of repair*.
*ExceptionsPlease note that we will not be able to offer an exchange or a free of charge repair where the faults are no t covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you. Your statutory rights are not affected.**Please note that the right to exchange a faulty laptop or mobile broadband dongle applies to your laptop or mobile broadband dongle only and will not entitle you to terminate your airtime contract with your network provider.
Sony - 08705 111 999LG - 0844 847 5454HP - 0845 161 0030Asus - 0870 120 8340Samsung - 0845 726 7864Toshiba - 0844 856 0730
Fortunately, this doesn't happen very often. If it does, you can be sure that we'll be there to help you. All goods come with 28-day unlimited technical support. If you experience any technical issues with your goods please call our technical team Monday to Friday 9am – 10pm, Saturday 9am – 8pm, Sunday 10am – 6pm on 0844 481 5866. Calls are charged at 5p per minute from a BT line, mobile and other network providers may vary. If our technical team are unable to assist with your enquiry:
Faulty phones* less than 28 days after your date of receipt?
Pay Monthly Handsets1. Contact the Dial-a-Phone Direct Support Team on 0844 481 5866, who will advise of your return options.
2. Once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.**
Prepay or standalone goods1. Contact the Customer Support Team on 0844 481 5866, who will advise of your return options.2. Once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a refund or a like for like exchange product to be sent to you. **
Faulty phones* more than 28 days after your date of receipt?
Pay Monthly & Prepay HandsetsYou are able to arrange the repair of your handset by logging in to My Account and selecting 'Handset Troubleshooting' under the 'Useful Links' menu. Where there are circumstances, which have reasonably prevented the return within 28-days we will happily provide a like for like exchang e**
*ExceptionsPlease note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you.Your statutory rights are not affected.**Please note that the right to exchange a faulty phone applies to your mobile phone only and will not entitle you to terminate your airtime contract with your network provider.
28 days is 28-working days after the delivery date, classed as Monday to Friday excluding Saturday, Sundays and any public UK holiday.
Warranty Periods:
The Gadget Helpline is a UK based call centre that offers troubleshooting and advice on using your gadgets, helping you get the most out of their features.
They offer support on a wide range of gadgets including:
You can call the UK based call centre directly on 0844 4994 600. The opening hours are as follows:
You can email: gadgethelpline@tmti.net
Or use the website www.gadgethelpline.com
The Gadget Helpline support service is available to the subscriber and other members of the subscriber's household. Please note: your subscription must still be maintained in order to receive this service.
The Gadget Helpline support service may be cancelled at any time prior to the first payment being collected at no charge.
Cancellations and/or refund requests can be made either by:
Please ensure you quote the subscriber name, address and any reference number in your communication. Any cancellations made following the collection of the first Direct Debit will carry a minimum administration fee of £5.00.
This website (www.dialaphone.co.uk) is operated by Phones 4u Limited, a company incorporated in England and Wales with company registration number 03154198, whose registered office is at Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-Lyme, Staffordshire, ST5 9QD, and references to "we", "our" or "us" or "Dialaphone" refer to Phones 4u Limited.
If you make a purchase from this website, you are entering into a contract with Phones 4u Limited for the supply of the handset, USB dongle or laptop (as appropriate) and (other than where you are buying the goods on a standalone basis without a network contract) a contract with the relevant network provider for the supply of the network services.
The following are the terms and conditions (called "these Terms") for the supply of goods and services by us. We may change these Terms from time to time without notice to you. However, any changes will only apply to any orders received after the change.
We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Services Department before ordering from us. Customer Service contact number 0844 481 5866 or email cc@dialaphone.com
Our offers will have specific terms which are applicable to them and these will be explained to you by phone or on our website at the relevant page. All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.
The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms.
If any provision of these Terms is unenforceable this will not stop the rest of these Terms from being enforceable.
Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future.
These Terms are governed by and construed in accordance with the laws of England and Wales. Each of us submits to the non-exclusive jurisdiction of the English Courts.
Unless we have specifically agreed to sell you a phone or laptop on a standalone basis we only agree to sell or supply a phone, USB modem or laptop (as appropriate) to you on the basis that you enter into an airtime agreement to connect the phone or USB modem we supply to an airtime provider for the specified minimum period on the particular network and tariff that is associated with the phone or USB modem. If there is a connection fee and/or a delivery charge, you must also pay that. The reason we insist on this is because mobile phones, USB modems and laptops can have a significant cost to us and we can only sell or supply a phone, USB modem or laptop either free or for a price far below what the item is worth (depending on the model or offer) if you also enter into such an airtime agreement. Your contract for airtime is not with us but is with a separate airtime provider.
If we deliver a phone, USB modem or laptop (as appropriate) to you (other than on a standalone basis) and you do not enter into the associated airtime agreement or you cancel your agreement AND do not return the phone, USB modem or laptop (as appropriate) to us (or where permitted under paragraph 10 do not enable us to collect it) we will charge you the retail price of the items delivered to you. Our price list is available on request.
The goods we deliver to you become your responsibility once they are delivered to you.
To be eligible to purchase goods on this website and lawfully enter into and form contracts on this website under English law you must:
• If an individual, be 18 years of age or over for contract purchases, or 16 years or over for prepaid purchases; and
• Stipulate a delivery address in the United Kingdom; and
• Register your real name, address, phone number, e-mail address any other details requested; and
• Possess a valid debit / credit card issued by a bank acceptable to us
• Have an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.
By offering to purchase goods and services you represent to us that you are 18 years of age or over for contract handset/SIM only/mobile broadband purchases, or 16 years of age or over for prepaid handsets/mobile broadband and authorise us to transmit information (included updated information) to obtain information from third parties, including but not limited to, your debit or credit card numbers or credit reports to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
The details on our websites or in our advertisements or contained in our marketing materials and activities are not offers that you can accept. All orders other than orders for goods on a standalone basis are subject to you passing any status and credit checks required by the airtime provider. Where you are paying any money for the goods, all orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.
For all orders we are required take a £1.00 payment authorisation charge, this will be taken from the card details provided at the point of sale and will be refunded within 10 - 14 working days of your date of connection.
All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order. Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order that you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and us will take place when we despatch the goods to you or commence the services; whichever is the earlier.
Prior to entering the contract, we will be under no obligation to supply you with the goods and/or services you have ordered.
We reserve the right to refuse or reject any order to obtain any goods or services at any time.
If you take advantage of our pre-order service, we require a £1 deposit on all pay-monthly products, which will be refunded on connection to your chosen network.
Stock availability on all coming soon/ advance orders are subject to date changes. The dates provided are estimated times of arrivals into our warehouse.
All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail and you will have the option either to wait until the item is available from stock or to cancel your order. Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order that you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and ourselves will take place when we despatch the goods to you or commence the services; whichever is the earlier.
Clearance goods are reconditioned and have been rigorously tested and fully refurbished by our engineers and re-packaged as new. All our clearance products are supplied with a 12-month warranty.
Any issues regarding faulty equipment should be directed to Dialaphone. This does not affect your statutory rights.
In the unlikely event you do experience a problem with these products please contact the Dial a Phone Customer Services Team on 0844 481 5866.
If you have agreed to pay for goods during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.
If you have selected a "Bill Credit" tariff - Billing credits are a discount applied by Dialaphone to your monthly bill. Each month, you will have a discount applied, which will show as credit on your bill, you will still receive the advantages of the normal price plan but at a discounted rate. These credits will run for the agreed contract period. The Network will always try to apply the bill credits from your first bill however these can only be applied to a full months cycle (approximately 30 days) as all bills are pro-rata. We offer a variation of billing credits and contract lengths on selected deals, be sure you know what discount amount you will receive and contract length as this does vary.
Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.
We reserve the right to cancel the contract between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
By ordering from us, you agree that we are authorised to charge your credit or debit card with the amount shown on the online order form or the amount we agree with you over the phone.
Once you are connected to your airtime provider, your first bill may not be for a complete month. The exact period will depend on the particular billing cycle that the airtime provider operates. We do not have any control over this but it does mean that any free minutes and/or free messages are pro rated from connection up until the date of your first bill. This means that you may not have your full minutes or texts and we recommend that you check this with your airtime provider upon receipt of the phone.
Your airtime provider's telephone number is included with the paperwork that will be sent to you with your phone.
If your contract with us includes a free gift, then the following terms will apply to your contract with us
• Your free gift will be despatched along with your handset, unless otherwise stated.
• If you cancel your network contract you will no longer be eligible for the free gift promotion. If you have already received your free gift, the free gift must be returned in as good a condition as it was in when you received it, with its original packaging along with your phone/USB dongle/laptop (as appropriate) and other items being returned. If the free gift is damaged and such damage is your fault, or if you fail to return the free gift to us, you will be liable to pay us a sum equal to the full value of such item when new and selling at full price.
• We reserve the right to substitute the free gift offered with a similar free gift at the same or higher value than the free gift offered.
• No cash alternatives are available.
• Your free gift may come with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your free gift for the warranty.
• For your claim to be valid the mobile number on the bill must match that on our records, therefore if you have ported your number you must notify us before making your claim.
•Do this by logging onto www.dialaphone.co.uk, click on my account and follow the instructions provided.
• All claims should be sent to: Redemption Claim Centre, Phones 4u, Osprey House, Ore Close, Lymedale Business Park, Newcastle-Under-Lyme, Staffordshire, ST5 9QD.
• Dialaphone cannot accept responsibility for applications lost or delayed in the post.
• Proof of posting will not be accepted as proof of delivery.
• The requested documentation must be the original or a legible photocopy in order to process your claim.
• Dialaphone will endeavour (but are not obliged) to contact you within 10 days of receipt of your claim. If you do not hear from us within this time, please contact us.
• Dialaphone accepts no tax liability incurred by an individual or business relating to this offer.
• Dialaphone reserve the right to change the payment method in the future.
• You will cease to be entitled to redemptions if your airtime contract has been terminated at the date the redemption is applied.
• Time limits for redemption claims are strict, therefore claims will not be approved if deadlines are missed or wrong documentation is sent.
• This promotion is offered by Samsung Electronics (UK) Ltd of 1000 Hillswood Drive, Chertsey, Surrey, KT16 0PS ("Promoter" or “Samsung”) and is subject to these terms and conditions.
• Employees or agents of the Promoter or any of its group companies or their families or households or anyone professionally connected to this promotion are not eligible to enter.
• This promotion begins on 5 April 2013 and shall run until 30 April 2013 ("Promotion Period").
• This promotion is only open to UK residents who are aged 13 or over who purchase a Samsung Galaxy SIII handset or a Samsung Galaxy Note II from a UK participating retailer or network provider during the Promotion Period (a “Promotion Product”), have internet access, a Samsung Apps account and who meet and comply with these terms and conditions (“Qualifying Person” or “you”). If you return the Promotion Product after you have submitted your claim to this offer your claim will be invalid.
• A Qualifying Person is eligible to: (a) claim a £20 voucher for the Samsung Video hub; and (b) claim a 16GB Samsung Micro SD Card; together, the “Reward”.
• In order to claim the £20 Samsung Video Hub voucher and the 16GB Samsung Micro SD card you must log on to www.samsung.com/uk/galaxyoffer enter all required contact information and submit a scanned copy of your proof of purchase for the Promotion Product before 15 May 2013.
• Once you have submitted all required information as set out in paragraph 6 above you will receive an email confirming receipt of your claim. Your claim will be verified within 5 working days and, provided the claim is valid, you shall then be sent an email providing a £20 voucher code for redemption within the Samsung Video hub application, along with instructions on how to redeem the voucher code. The Micro SD card will be sent by post within 28 days of your claim being verified.
• Samsung shall not be responsible for your inability to access the Internet, or for any website failure.
• Each Qualifying Person is only entitled to redeem one Reward per purchase of a Promotion Product.
• Use of the £20 voucher is subject to the Samsung Video Hub application terms and conditions.
• Rewards are non-transferable and there is no cash alternative to a Reward (or any part of it). You are not allowed to sell or transfer your Reward to any third party.
• Samsung reserves the right to substitute all or any part of the Reward with an alternative reward of an equal value in the event that the Reward becomes unavailable for whatever reason.
• Samsung will not be liable for any disruption to this promotion, whether due to technical problems, any difficulties arising from the third party content providers or otherwise, which is beyond Samsung’s reasonable control.
• By accepting a Reward you agree to be bound by these terms and conditions. If you breach any of these terms and conditions you will not be entitled to receive a Reward. Nothing in these terms and conditions affects your statutory rights.
• This promotion cannot be used in conjunction with any other Samsung promotion.
• Samsung reserves the right to withdraw or alter this promotion without prior notice.
• By participating in this promotion, you agree to release the Promoter from any liability whatsoever for any claims, costs, injuries, losses, or damages of any kind arising out of or in connection with the promotion or with the redemption, possession, or use of the Voucher (except death or personal injury caused by the Promoter’s negligence, for fraud, or otherwise as prohibited by law).
Offer is strictly whilst stocks last, for the first 800 customers pre-ordering the HTC One, on either a new contract or upgrade, subject to credit check & connection to a new minimum term agreement. urBeats Headphones and Flip case will be shipped directly to the customer with the handset, and will need to be returned with the handset if the order is subsequently refunded, or if the HTC One is exchanged for a different handset. Offer subject to availability and withdrawal without notice. Images for illustration purposes only. Price of HTC One varies dependant on tariff, network & upgrade and all prices include VAT. For full insurance protection details see Policy Booklet. Terms apply.
We don’t make you pay for delivery at Dialaphone, so your product will always be sent to you free of charge. We do use third party companies for all deliveries and as such cannot specify or guarantee the exact time or date of delivery to you prior to despatch.
If you have requested a certain delivery date, we will always try to deliver the goods on that date (we are only able to offer delivery on weekdays at present, excluding bank holidays). If we are unable to meet your delivery date requirements then we will inform you and give the option of either an alternative date or full reimbursement and contract cancellation.
We will deliver to the address you provided when the order was placed and you will need to be available to accept personal delivery and sign acknowledgement of delivery. We want to make sure your handset goes straight to you and as such we cannot deliver products to any other address than that of the customer placing the order.
Be sure to check the condition of your package upon delivery and if it appears damaged we advise you not to accept delivery.
Always inspect the goods upon receipt. In the highly unlikely event that the wrong goods have been delivered or your items are defective or damaged, please inform us as soon as you can so we can rectify the situation.
We will not be liable for any delays beyond our reasonable control (including delays by courier companies) or any delays which are caused by you. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.
If for any reason we are unable to provide you with the goods you have ordered, we will ensure that you are contacted as soon as possible, at which point we will offer you the choice of accepting available substitute goods or a complete refund.
It's very unlikely that you will need to return any goods to us, and we certainly hope that you don't have to. However, we do recognise that there are rare occasions when this is necessary so to help you in such an event, here is the detail of our returns policy.
Under the Distance Selling Regulations, you have 7 working days after the delivery date (not including the day of delivery) to inform us of your intention to return an item. A 'working day' is any day which is not a Saturday or Sunday or public holiday in the UK. You must follow these steps:
1. Contact the Customer Support Team on 0844 481 5866 within 7 working days after the delivery date to discuss and arrange your cancellation with one of our account managers.
2. Please ensure that you return the goods to us within 7 days of your call to the Customer Support Team, should you be unable to return the items within this date then please make us aware within the above stated 7 days.
3. When re-packaging the goods, you need to check:
4. Please retain proof of posting. The goods remain your responsibility until they are received by us.
Fortunately, this doesn't happen very often. If it does, you can be sure that we'll be there to help you.
FAULTY* GOODS RETURNED LESS THAN 28 DAYS AFTER YOUR DATE OF RECEIPT
All goods come with 28-day unlimited technical support. If you experience any technical issues with your goods please call our technical team Monday to Friday 9am - 10pm, Saturday 9am - 8pm, Sunday 10am - 6pm on 0844 481 5866. Calls are charged at 5p per minute from a BT line, mobile and other network providers may vary.
If our technical team are unable to assist with your enquiry:
1. contact the Dialaphone Direct Support Team on 0844 481 5866, who will advise of your return options.
2. once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.**
1. contact the Customer Support Team on 0844 481 5866, who will advise of your return options.
2.once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a refund or a like for like exchange product to be sent to you. **
All goods are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your goods following 28 days from the date of your purchase then please either contact Anovo our preferred repair agent on 0844 871 2267 or the manufacturer direct. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide a like for like exchange**
* we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this, as accidental damage is not covered by the warranty, if you wish us to, we will gladly arrange a repair for you.
**the right to return goods applies to the goods only and will not entitle you to terminate your airtime contract with your network provider.
1. Where a refund is provided, this will only be given in respect of the price paid for the goods cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods.
2. You will remain responsible for any pro-rated line rental, data and network charges for the period of time the goods were connected to the network.
3. If you paid a deposit when you originally connected, this will have been paid directly to your network. For this reason we are not able to refund this to you. However, if you contact your network then they would be pleased to help.
4. All exchanges are subject to stock availability.
5. We will not exchange, refund or repair items where there is evidence of customer mis-use accidental damage or moisture/liquid damage.
6. Where possible, goods must be returned with the original and intact packaging.
7. Our policies do not affect your statutory rights.
Phones 4u Limited, who is the 'data controller' of all personal data provided by you through this website, will treat all your personal information:
• As confidential and will only disclose the same in the circumstances set out below; and,
• In accordance with data protection and privacy legislation from time to time in force in England and Wales.
When you shop on this website, we will ask you to input personal details in order for us to identify you, such as your name, e-mail address, billing and delivery address, credit card or other payment information. We confirm that this information will be held by us in accordance with the registration we have with the Information Commissioner's office and collected lawfully in accordance to the Data Protection Act 1998. We will use your personal information for the following purposes:
• Processing your orders (including incomplete or failed orders) and conducting business with you;
• To administer this website;
• For statistical, market research and customer satisfaction purposes to improve this website and our services to you;
• If you have not objected during the registration process, to notify you of products, services or special offers that may be of interest to you;
• If you have not objected during the registration process, to disclose to other members within our group of companies and also to other relevant third parties, who may contact you about their products or services that may be of interest to you;
Subject to your rights of objection, you agree that personal information may be disclosed to other businesses within our group of companies and to reputable third parties who will help process your order or whose products or services may be of interest to you. In addition, you do not object to us, our group companies or third parties contacting you for the purposes set out above, whether this be by fax, telephone, e-mail, SMS or other electronic means or in writing and you consent to this activity for the purposes of the Privacy and Electronic Communications (EC Directive) Regulations 2003.
You should be aware that if the police requests us or any other regulatory authority investigating suspected illegal activities to provide your personal information, we are entitled to do so.
Objections to use of personal information for marketing purposes
If you have not objected during the registration process, but do not want us to:
• Contact you regarding products or services which may be of interest to you; or
• To transfer your data to group companies and third parties so that they can contact you about their products and services;
Then please write to us at: Dialaphone Osprey House Ore Close Newcastle-under-lyme Staffordshire ST5 9QD Or email address us at cc@dialaphone.com and notify us accordingly.
• In light of new OFCOM regulations, anyone experiencing problems with silent calls can get help and information from the following link http://consumers.ofcom.org.uk/files/2009/07/nuisance.pdf
Nothing in these Terms limits our liability to you in the event of death or personal injury from our negligence.
We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach at the time we enter into our contract with you; iii) any increase in loss or damage results from breach by you of any of these Terms.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time we enter into our contract with you (such as loss of profits or loss of opportunity).
As a consumer, you have certain rights by law regarding the return of defective goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. These Terms do not affect those rights.
We will not be liable in any way for technical or other problems that you may experience when using our website and we are not responsible for any loss or damage of any kind caused to your computer equipment from using our website.
The contents of our website are directed solely at those who access this site from the United Kingdom. Any products for sale on this site may only be purchased and delivered to persons within the United Kingdom. If you choose to access the website from outside the United Kingdom it is your responsibility to check that you comply with any relevant laws. We may decline access to our website to any person.
We may revise the provisions applicable to the use of our website at any time by updating this posting. You should check our website from time to time to review the then current provisions, because they are binding on you.
All trade marks, brand names, product names and titles and copyrights used in this site are trade marks, brand names, product names or copyrights of their respective holders. No permission is given by us or the trade mark holders in respect of the use of any of them and such use may constitute an infringement of the holder's rights.
Limited License: You are permitted to print and download extracts from our website on the following basis:
(i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 11, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.
Other than by way of the limited licence above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.
Any rights not expressly granted in these Terms are reserved.
Hyperlinks to other websites are provided for interest only. We have no control over these sites so we make no representations about them or their content.
You may not link our website to any other website without our prior written consent. If we give any such consent we can revoke it at any time.
We provide our website on an 'as is' basis and make no representations or warranties of any kind with respect to our site, its contents or its accessibility and disclaim all such representations and warranties. In addition, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. For example, specifications of phones are obtained from the phone manufacturer. The information contained in this site may contain technical inaccuracies or typographical errors. All our liability for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
We will not be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.
Notwithstanding the above, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
The following are the terms and conditions (called "these Terms") for the supply of Pay as you Go products from us including phones and SIM Cards. They do not apply to contract mobile phones (where you receive a monthly bill from a network) or SIM-free mobile phones.
For terms and conditions for these Dialaphone products and services click here. We may change these Terms from time to time without notice to you. However, any changes will only apply to any orders received after the change.
We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Care Department before ordering from us.
The supply of each product may be subject to additional specific terms and conditions related to that product or service including, without limitation, terms and conditions concerning estimated delivery times and any warranties. These will be identified on the website or by telephone if you order by phone.
You must be over 18 to order any products from us. We only accept orders from you if you are resident in the United Kingdom. By ordering from us you confirm that you are over 18 and in the United Kingdom. Delivery can only be made to addresses in the United Kingdom.
All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.
All orders are subject to acceptance and availability. If the products ordered are not available, you may be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order.
Each product has the benefit of a manufacturer's warranty, details of which will be contained in the box in which the products are packaged. Please note that SIM Cards remain at all times the property of the network.
If your phone comes with bundled airtime credit or you purchase additional top ups, the agreement for the airtime services is subject to the terms and conditions of the relevant network.
The phone and any other products we deliver to you become your responsibility once they are delivered to you.
The details on our websites or in our advertisements or contained in our marketing materials and activities are not offers that you can accept. All orders for products may be subject to you passing status checks required by us or the airtime provider. Where you are paying any money for the products, all orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.
Please note that any automated reply or acknowledgement of your order that you may receive from us by email is not an acceptance of your order. The contract between us is made when we despatch the products to you. After you have successfully placed an order with us on our website, you will receive an acknowledgement by e-mail of the order you have placed which we advise you to print off and save for your records. Only the products stated on that email will be included in the contract.
Prior to entering the contract, we will be under no obligation to supply you with the mobile phone or other products or services you have ordered.
We reserve the right to refuse or reject any order to obtain any products or services at any time.
To purchase from us, you will need to use a credit, debit or charge card. If you order by our website, you will also need an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.
If you have agreed to pay for the phone or any products during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.
We reserve the right to cancel the contract between us if one or more of the products you ordered was listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
By ordering from us, you agree that we are authorised to charge your credit, debit or charge card with the amount shown on the online order form or the amount we agree with you over the phone and any other amounts you owe us under our agreement.
Any delivery charges will be explained to you by phone or, if you order from our website, will be stated on the website.
We will try to deliver the products on the date agreed with you. Any additional top-ups will be credited to your SIM Card within 8 working days of delivery of your Product. If we are not able to do so, then we will inform you and we will agree an alternative date with you or you may, if you wish, cancel the contract and we will fully reimburse you. We will deliver to the address agreed with you at the time you place your order. You must be available to accept personal delivery and sign acknowledgement of delivery. If the package appears damaged when it is delivered to you we advise you not to accept delivery.
Title in the products will pass to you on delivery.
We strongly recommend that, upon receipt, you inspect the phone. In the unlikely event that we deliver the wrong phone to you or the phone or other products are defective or damaged, please return to us as soon as reasonably possible.
Upon receipt of your Product you must call us on our receipt confirmation number enclosed with your Product to confirm secure receipt of your order.
We will not be liable for any delays beyond our reasonable control. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.
If we are unable to provide you with the products you have ordered for reasons beyond our reasonable control, you will be contacted as soon as possible at which point you will be offered the choice of accepting a substitute phone (if available) or a complete refund of any sums that you have paid.
By ordering from us, you agree to us using your personal details in order to supply the products to you (which may involve passing them on to relevant third parties such as credit card companies, networks, insurance companies and delivery firms) and in order to send you further information about our products and services. We may share the data amongst our group companies and our business partners for the purposes of our legitimate interests including statistical analysis, marketing of products and services and credit control. We may pass your personal details to other companies whom we think may wish to contact you about other products and services. If you breach this agreement your personal data may be disclosed or passed to third parties to the extent necessary to assist recovery procedures.
To make sure we follow your instructions correctly and to improve our service to you through training of our staff, we may monitor or record communications.
When you place an order, you authorise us to conduct validation checks by cross checking your details on our database.
We will also pass on your personal details to service providers to enable them to administer your airtime account. If you order other services through us such as home fixed line services, you consent to us passing your personal data to suppliers of such services.
You consent to us and people to whom we pass your personal details to contact you by post, email, SMS and phone. You consent to us obtaining information from the relevant airtime provider, insurance company or provider of mobile phone replacement schemes and any repairers about your use of the products we supply to you.
You may request us to stop using your data or contacting you in particular ways (other than as is necessary for the performance of our obligations under our agreement or as permitted by law) by contacting our Data Protection Controller at the address below:
Dialaphone Osprey House Ore Close Newcastle-under-lyme Staffordshire ST5 9QD
We may also disclose your personal information if we are required to do so by law for example to the Financial Services Authority and other regulatory and government agencies.
We monitor the use of our website for customer traffic and purchasing patterns and our website uses "session cookies" to enable us to keep track of your orders.
To prevent fraud and to check your identity, we and the airtime providers may search our own files.
You acknowledge and agree to be bound by the terms of our privacy policy.
If you are a consumer, you also have certain cancellation rights under Distance Selling laws and paragraph 7 applies.
Should you wish to cancel your contract for products or services then you may do so by sending us written notice before we have accepted or despatched your order or by sending us written notice no later than 7 working days after receiving the products or services.
However, you will not be able to cancel any contract for services, for example, bundled airtime or top ups or vouchers once you have started to use them.
If you cancel your contract for products after having used any bundled airtime credit (i.e. airtime loaded on the SIM Card without additional payment by you), the amount of bundled airtime credit will be deducted from any refund.
If you cancel your agreement before you have received the products but we have already processed the products for delivery you must not unpack the products when they are received by you.
If you cancel your agreement after receipt of the products, once you have cancelled you must not use the products and you must keep them in their original packaging.
You must take reasonable care of the products.
Once you have notified us of your cancellation then any sums paid by you will be reimbursed within 30 days (other than our costs if we have to recover the products from you and other than for bundled airtime or top ups once you have started to use airtime services). If you cancel under this paragraph and have not returned the products to us within 7 days of cancellation or when requested, you must make the products available for collection by us at your cost. We can recover the costs of recovering the products from you if you do not return them to us.
Refunds (where applicable) in full or part will be credited to the card used for the original purchase. Please allow 30 days for the refund.
Complaints may be addressed to us at our address below.
If you are a consumer, you have certain rights in law regarding the return of defective products and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. These Terms do not affect those rights.
You should be aware that because your phone works like a radio, the signal may vary from time to time, for example, if you go through a tunnel.
Pay Monthly Handsets
Contact the Dialaphone Support Team on 0844 481 5866, who will advise how to return the goods to us for replacement.
Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange handset to be sent to you.**
Prepay Handsets
Contact the Dialaphone Support Team by either emailing us at cc@dialaphone.com or logging on to My Account and logging a query form. Instructions on how to send your phone to us for replacement will be provided. Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange handset to be sent to you or a refund for the purchase price of the handset** Please note that where a refund is provided this will be in respect of the handset price only and cannot be provided for any airtime, which has been topped up on the handset.
Pay Monthly & Prepay Handsets
Contact the Dialaphone Repair Team on 0844 871 2263 who will arrange for the repair of the handset. Where there are circumstances, which have reasonably prevented the return within 28-days we will happily provide a like for like exchange**
*Exceptions Please note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you. Your statutory rights are not affected. **Please note that the right to exchange a faulty phone applies to your mobile phone only and will not entitle you to terminate your airtime contract with your network provider.
Faulty Dongle(Modem)/Laptop Policy
All laptops and mobile broadband dongles come with 28-day unlimited technical telephone support. If you experience any technical issues with your laptop or mobile broadband please call our technical team Monday to Friday 9am - 10pm, Saturday 9am - 8pm, Sunday 10am - 6pm on 0844 871 2233. Calls are charged at 5p per minute from a BT landline, mobiles and other network providers may vary. If our technical team are unable to assist with your enquiry please contact the Dialaphone Support Team on 0844 481 5866, who will arrange for the return of the product (and/or accessories) at no extra charge to you, by dispatching a Royal Mail First Class Delivery pre-paid bag which you can use to return the goods.
Faulty laptops & mobile broadband dongles more than 28 days after your date of receipt?
All laptops/dongles are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your laptop or mobile broadband dongle following 28 days from the date of your receipt then please either please contact the Dialaphone Support Team on 0844 481 5866 or the manufacturer direct on the numbers set out below. Where there are circumstances, which have reasonably prevented the return within 28 days, we will happily provide a like for like exchange**
*Exceptions Please note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you. Your statutory rights are not affected. **Please note that the right to exchange a faulty laptop or mobile broadband dongle applies to your laptop or mobile broadband dongle only and will not entitle you to terminate your airtime contract with your network provider.
We are the owner of the Dialaphone trade mark and branding. All other trade marks, brand names, product names and titles and copyrights used in this site are trade marks, brand names, product names or copyrights of their respective holders. No permission is given by us in respect of the use of any of them and such use may constitute an infringement of the holder's rights.
Limited License: You are permitted to print and download extracts from our website on the following basis:(i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 10, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.
Other than by way of the limited license above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.
Notwithstanding the above, none of the exclusions, limitations or other provisions in these Terms are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
In these Terms:
"you" and "your" means the person, firm or other legal entity who enters into a contract with us, or in the case of paragraph 11, the person firm or other legal entity who accesses our website.
"us", "our" and "we" means Dialaphone, a trading division of Phones 4u Limited, which is a limited company registered in England with registered company number 03154198, VAT number GB 884 2536 96, and its registered office at Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-lyme, Staffordshire, ST5 9QD, a limited company registered in England.
Address for correspondence: Dialaphone Osprey House Ore Close Lymedale Business Park Newcastle-under-lyme Staffordshire ST5 9QD
The following changes will take place on T-Mobile Pay As You Go price plans from November 28th 2011.
• Per minute billing:
We'll be simplifying our call charges by moving to per minute billing. This means all calls from Nov 28th will be charged rounded up to the nearest whole minute. For example - a call of 2 minutes and 10 seconds will now be charged as 3 minutes.
• 1p SMS standard: The cost of an SMS on your price plan will now be increasing by 1p.
• 1p SMS XNet (WAP version 5): The cost of an SMS to any other network on your price plan will now be increasing by 1p. All texts to T-Mobile customers will remain at 6p.
• Spearhead: The cost of a voice call on your price plan will now be increasing by 5p.
• For all customers affected we will focus on the new trident plans and their benefits as opposed to the price changes.
We will treat all your personal information:
When you shop on this Website, we will ask you to input personal details in order for us to identify you, such as your name, e-mail address, billing and delivery address, credit card or other payment information. We confirm that this information will be held by us in accordance with the registration we have with the Data Commissioner's office and collected lawfully in accordance to the Data Protection Act 1998. We will use your personal information for the following purposes:
Dialaphone Web Customer Services Team Osprey House Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD
Subject to your rights of objection, you agree that personal information may be disclosed to other businesses within our group of companies and to reputable third parties who will help process your order. In addition, you do not object to us, our group companies or third parties contacting you for the purposes set out above, whether this be by fax, telephone, e-mail, SMS or in writing and you do not consider any of the above as being a breach of any of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.
Pay As You Go
For pay as you go phones we ask for the following:
- Full name
- Email address – To receive your order confirmation
- Phone number
- Date of birth – You must be 16 years of age or over
- A valid debit / credit card
- UK delivery address where your card is registered
Pay Monthly Contracts
For pay monthly contract phones we ask for additional information which we need to check and register with your chosen network:
- Date of birth – You must be 18 years of age or over
- 3 years of UK address history
- Bank account details – For your monthly contract payments
We will accept and dispose of all of your electrical and electronic equipment on a like for like basis in accordance to the WEEE Directive.
For example If you have purchased electrical or electronic equipment from Dial-a-Phone within 28 days we would accept your old electrical or electronic item and prevent the item going into a landfill site by disposing of the item safely.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers of electrical and electronic equipment pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and Internet retailers must allow consumers to return their waste equipment free of charge.
To use our free take-back service you need to take your old electrical or electronic equipment into you're nearest Phones 4u store along with your receipt or your delivery invoice note. The item needs to be within 28 days of your new purchase and also on a like for like basis. For example is you have purchased an accessory we will dispose of your old accessory for you.
We welcome all customer feedback, and if you have questions, ideas or other comments about Dial-a-Phone, our customer services teams waiting for your call. Our customer services team is waiting to hear from you on 0844 481 5866 or by email: cc@dialaphone.com
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
Lebara Mobile is a fantastic new UK Pay-As-You-Go service offering you low cost international calls direct from your mobile along with great value, flat national rates. It’s as simple as that.
For more information go to www.lebara-mobile.co.uk.
In order to return the Lebara SIM card for a refund, you need to return it to us, unopened and within the 7 working day peace of mind guarantee, to the following address:
Please include a cover note with your name, postcode and if possible, your reference number.
Once we receive the SIM card back we will refund your card within 5 working days.
Virgin allow existing Virgin Mobile Pay As You Go (PAYG) customers to transfer their PAYG number to a pay monthly contract phone – whilst this isn’t strictly porting it's a nice feature to take advantage of if you are an existing Virgin Mobile PAYG customer. Once you have chosen the new Virgin Mobile offer you will be prompted to provide the number that you want to use – it's that simple!
If wish to port your number to Virgin Mobile from any other network follow the instructions for Porting your number to T-Mobile, Orange, Three, and BT Mobile.
Please note that Porting means that you are transferring your mobile number from one Network to another and therefore it is not possible to port your number on the same Network.
To keep your existing number on the Networks listed above is very straightforward - just complete the following steps:
1) Place your order with Dial-a-Phone.
2) Contact your existing network or service provider to request your PAC (Porting Authorisation Code).
When you receive your new Dial-a-Phone package and it has been connected it will operate with a new number so that you can use your phone without having to wait for the port to be completed.
3) Contact your new network or service provider on the number below and quote the new number we have issued you, your existing number that you want to keep and the PAC.
4) Once porting has been complete, please update your account by clicking on My Numbers.
Network Contact Numbers:
We can take payment only from UK debit/credit cards. We accept Mastercard, Maestro, Visa, Visa Debit and Electron*. We do not accept American Express, Diners and Duet.
We only take payment for your order when it is despatched from our warehouse. If the despatch of your order is delayed because of problems gaining authorisation for payment or for any other reason, you will be notified by email or phone.
*We cannot accept payment by Electron for contract purchases on any network.
DON'T PANIC! When we despatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.
What can I check?
Make sure that the phone is fully charged. Most manufacturers recommend 16 hours to ensure that the phone gives you maximum call and standby times.
Make sure that the battery is fitted correctly - take it off and replace it.
Is the SIM card inserted? The SIM card is a small gold chip which has usually already been inserted for you. Is it in the right way? It should only fit one way.
Call your new mobile number from a landline. If you hear a 'deadtone' the handset has not yet been connected.
Switch your phone off and then back on again. Your phone may need to reset before the connection is completed.
Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems.
Still won't work?
If you are looking for assistance, log into My Account and view our handset trouble shooting guide.
This is your "Personal Unblocking Key". If your SIM card becomes "blocked" you will no longer be able to make or receive calls. To resolve this you must contact your billing company who, once they have confirmed your identity, will supply you with the 8-digit code. Dial-a-Phone do not have access to this code, so please ring the billing company.
WARNING: DO NOT GUESS! - 10 consecutive wrong attempts will permanently block the SIM. You will then need to obtain a new SIM card from your billing company, for which you may be charged. As well as costing you money this will have to be posted to you resulting in further inconvenience to you.
You can obtain your PUK from your billing company. Their number is on your monthly bill.
We can only accept back phones where the handset has not been used and all the packaging and accessories are returned in their original condition.
If you do return a phone that has been used, we will return it to you.
To return your phone, complete the Returns Authorisation form that you received with your phone. Failure to complete and return the form will delay the disconnection process.
Parcel up and securely seal the entire phone package in its original condition. The package must be received within 7 working days of the original phone delivery date.
The phone must be returned by Special Delivery as it covers the total value of the mobile phone package, which is approximately £250. If you do not return the phone by Special Delivery and we do not receive it, we will be unable to cancel the Airtime Agreement and no refund will be processed.
If you agreed to take out insurance on your phone, please contact your insurer to cancel the agreement.
Once the handset is received, we will automatically refund the cost of the handset. Please note: The £10 Top Up Fee will not be refunded.
The package should be returned to:
Recommend a Friend payments are paid into your bank account via BACS.
If you have not received the payment and you are still using the same bank details please send in proof of non payment so that we can investigate further.
If you have not received payment because you have changed your bank details and have not updated them, please send in proof of non payment to your old account and change your bank details by going to My Details page and clicking on Change Details so that we can investigate further.
Please send proof to the following address:
Once your friend has been accepted as a customer and has kept the phone longer than the 'peace of mind' period, we will arrange to pay your £20 directly into your bank account.As the payment will be made directly into your bank account, please ensure that we have your up-to-date bank details. You can update your details in the ‘My Details’ section by selecting ‘Change Personal Details’.
We will inform you that your money is on its way.
Payments are usually made within 28 days of your friend's passing the 'peace of mind' period money-back guarantee date. So keep an eye on your bank balance and recommend as many friends as you can.
If you have just purchased a mobile through Dial-a-Phone, or are an existing customer you're automatically eligible to participate in our Recommend a Friend scheme. This allows you to earn £20 cash for every friend, relative or colleague that you successfully introduce to Dial-a-Phone.
Think of all the people you could recommend! There's no limit to the number of £20 cash credits you can receive for recommending Dial-a-Phone. For each person who becomes a customer, £20 will be credited to your bank account within 28 days after your friend's 'peace of mind' period.
As the payment will be made directly into your bank account, please ensure that we have your up-to-date bank details. You can update your details in the ‘My Details’ section by selecting ‘Change Personal Details’.
You can direct your friends to www.dialaphone.co.uk/recommend-a-friend for all the latest deals, making sure that you remind them to fill out your name and mobile number in the boxes provided to make sure you receive your £20.
PLEASE NOTE: Although there is no limit to the number of £20s you can claim, we cannot allow self referral of yourself as a recommend a friend. So recommend a friend today!
You will receive a guide detailing when and how to redeem your cashback with your order. Alternatively once you’ve placed your order you can view your claim schedule online, just login to My Account
To redeem your cash back we must receive the relevant bill (see earliest bill date) within the claim period (see start date and expiry date). For example:
Earliest Bill Date:
25th August
Start Date:
25th September
Expiry Date:
25th October
In this example, the bill to send in would be the bill dated on or after the 25th August (refer to the bill date on the bill not the billing period). This should be sent to us no sooner than the 25th September and should be received not later than the 25th October.
This is an automated process. Any claims received early or late will be returned to sender.
Post your most recent bill within the qualifying period to the following address:
Redemption Claim Centre ** Osprey House Ore Close Lymedale Business Park Newcastle under Lyme Staffordshire ST5 9QD
**Our redemption claim centre moved premises in June 2008 and the above address could be different to the one on your paperwork. You should now use this one, but do not worry if you have sent your claims to the old address, they will still be received and processed.
Please ensure you send your bill so it is received before the expiry date as we are unable to process late claims.
Please Note If you have ported your number or you have changed your address, it is vital that you update your details with us to ensure payment. To update your address login to My Account and go to the ‘My Details’ section. To update your mobile number, login and go to the ‘My Numbers’ section.
If you are redeeming for more than one phone please put the bills in separate envelopes. Sending more than one bill in the same envelope may slow down the automated scanning system and cause delays.
Paperless (online) billed customers
If you do not receive a paper bill for your mobile account the following is required for your redemption claim to be successful.
Printed bills from online account sections are fine as are screenshots of online accounts.
The bills however must have the name, address and mobile number included.
If the bill has the address and name included then we will accept the mobile number being hand written onto the bill.
If the bill has the name and number then we will accept the address being hand written onto the bill.
All bills must include the network information and no bill can be word formatted.
Once we have received your valid bill we will contact you by sms, email and letter to confirm both receipt and payment. Please make sure that your mobile number and address has been updated if there are any changes so we can keep you up to date. You can also track your payments by logging into the My Account section looking at ‘How do I claim?’ and clicking on Claim Schedule.
We will pay the credit as stated in your paperwork.
Cheque Payments A cheque will be despatched to you along with the letter. Please make sure that your name and address are correct to avoid any problems with payments. Any amendments can be made by logging into the My Account section.
Airtime Credits This will appear as a credit on your monthly bill. We advise your network of your claim, in accordance with your agreement, and the payment will show on your next bill or the one thereafter. The bill on which it appears is dependent on the network billing cycles. For Example: Claim received 20 July. Credit will show on the August or September bill.
You need to re-send a valid bill before expiry date of your Claim/Cash-back to the following address
Please note that if your Claim/Cash-back has expired, we will no longer be able to process your Claim/Cash-back
You need to send in a copy of your proof of postage to the following address:
Dial A Phone Customer Care Team Dial A Phone Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD
The airtime credit will appear on the bill following your redemption or the one thereafter.
If you have received two bills since you have received confirmation of payment and the Network claim that they have not received it please write to: Dial A Phone Customer Care Team Dial A Phone Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD
To view a list of the cheques issued to you within the 90 days login to My Account Once logged in click on the missing cheque and we will investigate - if the cheque has not been cashed we will issue a new one.
* Please allow 10 days for delivery from the date of issue. You cannot request a new cheque until that time has passed. Please take appropriate care of any cheque we may send to you, if you ask us to issue a replacement we reserve the right to make a charge (currently £20 but subject to change). Please ensure your name and address details are correct. Click on My Details in the menu to check your personal details. Click on the link within that page to change your details, if necessary. If your cheque was despatched over 90 days ago and does not appear on this page you will need to provide written notification to the following address: Dial A Phone Customer Care Team Dial A Phone Ore Close Lymedale Business Park Newcastle-under-Lyme Staffordshire ST5 9QD DO NOT forward your claims to this address as they will NOT be processed.
If you have changed your price plan but your line has remained connected you can still send in your bills as per your contract. The amount you are paid will not change in reflection with your new tariff charges.
If you have purchased a new connection then your handset will come with a new SIM card, whether your new handset takes a standard SIM card, microSIM or nanoSIM card. This can be found within the package containing your new handset. All SIM cards will be connected within 48 hours of you receiving your new handset.
Instructions on how to insert your new SIM card in to your new handset can be found within the handset’s user manual.
Whether you receive a new SIM card with your upgrade depends on the network you are upgrading on and also what type of SIM card your new handset uses. Please refer to the relevant section below.
All Orange upgrades will come with a new SIM, regardless of SIM card type needed for your new handset. Your new SIM card will be connected within 48 hours after receiving your new handset. Please continue to use your existing SIM card until this time. When the new SIM card connects, the old one will disconnect as your mobile number switches over. We recommend that you transfer all contact information to your new handset before this happens. Your handset user manual will help you to do this.
You will only receive a new SIM card if your new handset requires a microSIM card or nanoSIM card. If your new handset uses a standard SIM card, then simply swap your current SIM in to your new handset and carry on using is as before. If you require a microSIM card or nanoSIM card, then this will be contained in the package with your new handset.
When you are ready to activate your new SIM card then please visit
You will only receive a new SIM card if your new handset requires a microSIM card or nanoSIM card. If your new handset uses a standard SIM card, then simply swap your current SIM in to your new handset and carry on using is as before. If you require a micro SIM card then this will be contained in the package with your new handset.
When you are ready to activate your new SIM card then please visit:
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