Account / Login Queries

On 27 January 2014 the Dialaphone website was changed over to a new web platform and, as a result, any accounts created before this date will no longer be accessible.

If your account was created on or after this date, you can reset your password and log in from the My Account page.

A new account will be automatically be created for you using the email address provided when you reach the checkout.

Accessory / Free Gift Queries

If your order includes an accessory or free gift then this will arrive with your main order unless otherwise stated.

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.

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 courier tracking number for your order can be found in your “My Account” once it has been despatched, along with a link to the couriers website.

If you change your mind about your order within the first 7 working days, after the day of receipt, then call our Customer Support Team on 08448 712 251 to discuss your options

If you believe an item is missing from your delivery, and you haven’t received an email advising you that it will follow on in a separate delivery, then contact us by email at cc@dialaphone.com or by telephone on 08448712251

The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. Please search the entire package for the SIM card prior to contacting us. If you still cannot locate the SIM card, please contact us by email at cc@dialaphone.com or by telephone on 08448712251.

If the accessory you received from us is faulty, contact us by telephone on 08448712251 and we will be happy to arrange a repair/exchange for you.

Cancellation & Returns

  1. Contact the Customer Support Team on 08448712251 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 as soon as you receive the prepaid returns bag
  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 7 working days after delivery (not including the date of delivery) to cancel under the Distance Selling Regulations. If you are unhappy with your device, please contact our Customer Services team on 08448 712 251 who will be happy to discuss your options. We’re open between 9am and 8pm, Monday to Friday, 9am and 6pm on Saturday and 10am and 5.30pm on Sunday.

To cancel your mobile phone contract you will need to speak to the network directly, most networks insist that you give them 30 days notice of cancellation.

Please see below for the Network contact details:

ORANGE - 0800 801 080 or 150 from your mobile phone (free)

O2 - 08448 090 202 or 202 from your mobile phone (free)

T-MOBILE - 0845 412 5000 or 150 from your mobile phone (free)

THREE - 0843 373 3333 or 333 from your mobile phone (free)

VODAFONE - 08700 700191 or 191 from your mobile phone (free)

EE - 07953 966 250 or 150 from your mobile phone (free)

LIFE - 08443 221 133 or 500 from your mobile phone (free)

Don’t forget to visit our website www.dialaphone.co.uk to take advantage of the best mobile deals around.

If the bill you have recieved is the first bill since returning your handset you can ignore it. Once the disconnection has been processed the billing company will ammend the bill. If you have received several bills since returning your handset, you can inform us by emailing us at cc@dialaphone.com or calling our Customer Service team on 08448 712 251.

Delivery Questions

The courier tracking number for your order can be found in your “My Account” once it has been despatched, along with a link to the couriers website.

Please see the section headed "Accessory / Free Gift Queries"

You can check when your phone will arrive by logging in to the 'My account' section. You can find the link for 'My account' in the top right hand corner of the homepage.

You will need the details you were given on your order confirmation page to log in.

A copy of your order confirmation page was sent to the email address you provided when placing your order, your account log in details can be found at the bottom of the order confirmation page.

When you log in to 'My account' go to the 'Order History' section, there you will be able to check your order status as well track your order.

Delivery of your goods will be made via DPD.

All deliveries must be signed for. If no one is available to sign for the product then the courier may attempt to deliver to one of your neighbours. If no delivery is possible, a card will be left and parcel held at the local depot for you to collect or rearrange delivery. Parcels will be held for 5 days before they are returned to Dialaphone. Please call the number specified on the card if you wish to re arrange delivery

We strongly recommend that, upon receipt, you inspect the goods. In the unlikely event that we deliver the wrong goods to you or the goods are defective or damaged, please inform us as soon as reasonably possible.

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 goods 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 substitute goods (if available) or a complete refund of any sums that you have paid.

Please contact us by email at cc@dialaphone.com quoting your full name, mobile number & home postcode. We will try to contact you within 48 hours of receiving your email, or alternativley or contact our Customer Service team on 08448 712 251

As with any instance of loss, Dial-a-Phone take the matter very seriously and will need to investigate the matter fully. We will of course immediately contact the airtime provider to ensure no calls can be made from the phone and additionally register the serial number of the phone on the stolen handset database to ensure it cannot be used with any other SIM card.

We will shortly send you a letter to sign confirming the loss which we will use in conjunction with our investigations with the courier and in particular the person who delivered the package. We would ask you to ensure the letter is returned to us within 7 days. Upon receipt of the letter we will investigate the matter and make further decisions regarding the next steps in the process.

Faulty Handset

If your device becomes faulty, please call our Technical Support helpline on 0844 871 2233. We’re open between 9am and 8pm, Monday to Friday, 9am and 6pm on Saturday and 9am and 5.30pm on Sunday. We hope your device will be working as expected after your call, but if it’s not please call 08448 712 251 with the code provided from the Technical Support team and we’ll happily look into providing an exchange (for faulty devices within 28 days) or a repair (for faulty devices after 28 days and within the manufacturer’s warranty period). Terms and conditions apply, please see our website www.dialaphone.co.uk or contact Customer Services for further details. Your statutory rights are not affected.

I have a query regarding my tariff

If you have change your price plan but your line has remain 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.

To view the details of the price plan you ordered, log in to your My Account to review your order. For any specific questions about your tariff then it’s always best to speak to your network provider directly.

Important Information

HANDSET MANUFACTURERS

APPLE:
Customer Services
0844 209 0611

LG:
Customer Service
0844 847 5454

Microsoft:(Xbox support)
Customer Services 0870 601 0100

MOTOROLA:
Customer Services
0870 9010 555

NOKIA:
Customer Care
01480 434 343
Technical Enquiries 08700 555 777

SAMSUNG:
Customer Services
0870 726 7864

SONY:
Customer Services
08705 237 237

VIRGIN:
Customer Services
0845 600 0789

LAPTOP MANUFACTURERS

ACER:
Customer Services 0871 760 1000

ASUS:
Customer Services 0870 1208340

COMPAQ:
Customer Services 0844 369 0369

FUJITSU:
Customer Services 08702 434390 (5P per minute)

HEWLETT PACKARD:
Customer Services0845 161 0030

LG:
Customer Services 0844 8470250

SAMSUNG:
Customer Services 0845 726 7864

SONY VAIO:
Customer Services 0870 2402408

TOSHIBA:
Customer Services 0844 8478944

BILLING COMPANIES

ORANGE:
Customer Services
0800 801 080 or 150 from your mobile phone (free)

O2:
Customer Services
08448 090 202 or 202 from your mobile phone

T- MOBILE:
Customer Services
0845 412 5000 or 150 from your mobile phone

VIRGIN:
Customer Services
0845 600 0789

VODAFONE:
Customer Services
07002 191191

EE:
Customer Services
07953 966 250 or 150 from your mobile

LIFE Mobile:
Customer Services
08443 221 133 or 500 from your mobile phone

DIAL-A-PHONE
Address:
Dial A Phone Customer Care Team
Dial A Phone
Ore Close
Lymedale Business Park
Newcastle-under-Lyme
Staffordshire
ST5 9QD
 

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:

  • Full name
  • Email address – To receive your order confirmation
  • Phone number
  • Date of birth – You must be 18 years of age or over
  • A valid debit / credit card
  • UK delivery address where your card is registered
  • 3 years of UK address history
  • Bank account details – For your monthly contract payments
Our Free Take-Back Service

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.

What is the WEEE Directive?...Top

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.

What you need to do?...Top

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 08448 712 251 or by email: cc@dialaphone.com

WEEE Regulations...Top

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

  • Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
  • Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

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.

Network Coverage

Dial-a-phone do not have access to detailed information about network coverage or current problems with coverage. Please call your network on the number shown below.

Orange:
Customer Services
07973 100 150
150 from mobile phone (free)

O2:
Customer Services
08448 090 202
202 from mobile phone (free)

T-Mobile:
Customer Services
0845 412 5000
150 from mobile phone (free)

EE:
Customer Services
07953 966 250
33 from mobile phone

Virgin:
Customer Services
0845 600 0789
789 from mobile phone

Vodafone:
Customer Services
08700 700191
191 from mobile phone (free)

LIFE Mobile:
Customer Services
07953 966 250
150 from your mobile phone (free)

Number Portability

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:

  • O2 - 08448 090 202

  • Vodafone - 08700 700191 / www.vodafone.co.uk/keepmynumber

  • T-Mobile - 0870 606 0139

  • Orange - 0800 079 2222

  • LIFE Mobile - 08443 221 133

Phone not working

Your new handset can take up to 48 hours to connect with your chosen network provider once it has been delivered to you. Rest assured that we are working hard to get you connected as soon as possible. However, if 48 hours has passed and your new handset is still not connected and we haven’t notified you of any delay, then please contact our Customer Service Team cc@dialaphone.com or on 08448712251

PIN & PUK Codes

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.

Questions About Pay As You Go

When we despatch your phone, we also arrange for the airtime credit purchased with the phone to be applied (Top-Up).

Please allow 2 working days for the Top-Up to become active, for example if you receive your phone on a Friday the Top-Up may not be applied until the following Monday. Please note that you can only register your phone with us once the Top-Up has been applied.

Before registering your new phone please ensure your Top-Up is active. Your Top-Up will automatically be activated within 2 working days of receipt of your phone. Please note, for Orange Top-Ups refer to ‘When will I receive my Top-Up (Credit)?’ Next, call 0845 026 0054 to register!

You need to register your phone within 60 days of receipt to be correctly connected to the network.

In order to benefit from the fantastic Pay As You Go phone deals all offers are conditional on a new number and SIM card being registered with the phone supplied, We have provided details of the registration process within the paperwork supplied with the mobile phone package and within the Frequently Asked Questions.

If you want to carry on using an existing telephone number you can transfer your number over to your new SIM. See “Can I keep My Current Mobile Number”.

In order to carry out quality checks and insert the SIM card into the phone we have, on occasions, to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy - see.”What happens if I want to cancel

No we only allow deliveries to the address provided and verified by us at the time you placed the order.

The Recommend a Friend scheme is not currently available for Pay As You Go customers.

Questions about Recommend a Friend

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 contact us on 08448712251 to change your bank details and investigate further.

Please send proof to the following address:

Dial A Phone Customer Care Team
Dial A Phone
Ore Close
Lymedale Business Park
Newcastle-under-Lyme
Staffordshire
ST5 9QD

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 by calling us on 08448712251.

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.

Simply ask your friends and family to call our Dialaphone Sales Team on 0800 183 7902 and get them to quote your mobile number and name when placing their new order for a contract/upgrade purchase.

Questions about Redemptions and Cashback

You will receive a claim schedule with your paperwork when you receive your new handset. If you need to check your claim dates during the life of your contract, please contact our Customer Service team at cc@dialaphone.com or by calling 08448712251

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

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 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.

You need to re-send a valid bill before expiry date of your Claim/Cash-back to the following address

Redemption Claim Centre **
Osprey House
Ore Close
Lymedale Business Park
Newcastle under Lyme
Staffordshire
ST5 9QD

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

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.

Once we have received your valid bill we will contact you by sms 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.