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Got a head full of questions about your Phones24.co.uk phone and our service? Then you can find all the help you need, find the answers below.
I am being charged more than the deal advertised on this site.
The deals that we advertise are paid back to you via our Cash Back process therefore you will be charged full line rental by the network.I have returned my handset but have received a bill from the network.
Disconnection of your handset will not occur for another 2-3 weeks. This may mean you receive a bill from the network during this period for line rental charges.
Please disregard this bill; we also suggest that you contact your bank to cancel the direct debit as any payments taken will then need to be refunded directly by the network. We are not responsible for such payments being debited from your account
You will receive a second recalculated bill for the period you used the handset.
If you do not receive a recalculated bill but another bill with full line rental charges please contact our customer services team on 0871 522 3400
I have received a text bundle/service I did not order.
O2:I have not received my bills from the network.
If you are experiencing difficulties receiving your bills from the network, please contact your network directly.How do I claim Cashback for a Mobile phone or Broadband contract?
12 month phone and mobile broadband contracts
To claim your cashback you need to send in specific bills. When working out which bill to send in remember month 1 is the month you purchased, regardless of the date you ordered i.e. if you purchased on the 28th January 2009 your 6th bill required would be dated in June 2009
Month 1 - January 2009 (the month you purchased)
Month 2 - February 2009
Month 3 - March 2009
Month 4 - April 2009
Month 5 - May 2009
Month 6 - June 2009 (this is month 6)
For a gift value of £50 or less we require the bill you receive in your 6th and 8th month
For a gift value between £51-£100 we require the bill you receive in your 6th, 8th and 10th month
For a gift value over £100 we require the bill you receive in your 6th, 8th, 10th and 12th month
The required bill needs to be sent to Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX and must be received within 60 days from the date on the bill.
We recommend you send this by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside the qualifying period. We also recommend you keep your proof of postage
18 and 24 month phone and mobile broadband contracts
To claim your cashback you need to send in specific bills. When working out which bill to send in remember month 1 is the month you purchased, regardless of the date you ordered i.e. if you purchased on the 28th January 2009 your 6th bill required would be dated in June 2009
Month 1 - January 2009 (the month you purchased)
Month 2 - February 2009
Month 3 - March 2009
Month 4 - April 2009
Month 5 - May 2009
Month 6 - June 2009 (this is month 6)
For a gift value of £50 or less we require the bill you receive in your 6th and 9th month
For a gift value between £51-£100 we require the bill you receive in your 6th, 9th and 12th month
For a gift value over £100 we require the bill you receive in your 6th, 9th, 12th, 15th and 18th month
The required bill needs to be sent to Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX and must be received within 60 days from the date on the bill.
We recommend you send this by recorded delivery as we cannot be held responsible for lost items or claims that arrive outside the qualifying period. We also recommend you keep your proof of postage
Please refer to the cashback terms and conditions for further information
I have not received my automatic credit.
Auto Cashback:
There is no need to claim your Auto Cashback this will be sent directly to your home address within 6 weeks from purchase
I have not received my bills from the network.
If you are experiencing difficulties receiving your bills from the network, please contact your network directly.
We must receive this within 60 days from the date on the monthly bills.
We cannot accept liability for late claims as stated in our Terms and Conditions.
What is a Network promotion?
A network promotion is a discount given by the network. This discount will be shown on your monthly bill.I could not claim due to unforeseen circumstances.
As stated in our Terms and Conditions, we must receive your claim within 60 days from the date stated on your monthly bill.Terms and Conditions
Terms and Conditions for Cashback:
For orders placed on or after 1st April 2008:
1. All bills must be received within 60 days from the date of the bill
2. The pages of the bill must show the following information: the mobile number to which you are connected to, your name, address, the tariff you are connected to and that your payments are up to date. We do accept online bills as long as all the relevant information is still provided. If you are charged by your network provider for a paper bill the costs will need to be covered by yourself and not e2save
3. If you have ported your number you must inform us by updating your personal information in the customer log in area or by sending in your first bill with your first claim. If you fail to inform us we will not be able to process your cashback and the claim will be rejected
4. If your bill shows an outstanding balance is due then your claim will be rejected
5. If your address on the bill does not match our records then your claim will be rejected. To change your address you must contact customer service on 0871 522 3400 with your new address details
6. If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback then your claim will be rejected
7. Customers can not move to a lower tariff during the minimum term, as per the network terms and conditions. Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer
8. We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature
9. If the service agreement is suspended or disconnected for any reason then we reserve the right to reject any cashback claims
10. You must retain your original contract for the full contract length 12/18/24 months. If you upgrade your contract before this time with any company outside the Carphone Warehouse Group your cashback will be rejected. If you upgrade with any of the Carphone Warehouse Groups your claim will not be affected
11. We can only accept 1 claim per envelope. This is due to our automated processing system which can only identify 1 bill per envelope received
12. We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge customer's to send their claims by recorded delivery.
Please allow up to 60 days for the cheque to be delivered to your home address.
Do I need to use Claim Vouchers?
There is no need for claim vouchers please just send in the required bill. Refer to the cashback terms and conditions for further information
My handset is connected but I cannot make outgoing calls
If your handset has previously been connected but will now not allow outgoing calls your handset may be barred by the network.My handset is not connected.
Please allow 72 hours from receiving your handset for the connection to process fully.Which Networks can I port to?
http://www.e2save.com/files/helpdesk/Pop-up_Borders/NetworkPortingMatrix.phpInformation about our delivery service.
To view the latest information about our delivery process please click here.How can I track my order and delivery?
For information on the progress of your order please log in to your personal account area.Can I change my delivery address?
As a security precaution we will only deliver to the address where the customers bank details are registered. We cannot deliver to any other destination, as we want to ensure safe transit of the goods direct to you.What does limited stock mean? When will you deliver these handsets?
We recommend that customers place an order for the handset even though it may state 'Limited Stock'. We will process the order and then prioritise the allocation of the handset to you as soon as the handset becomes available. No money will be taken for the cost of the handset until the handset comes into stock.What happens if I miss the delivery?
If no one is available to accept delivery, the package will be returned to your local DHL Collection Office.What does my policy cover?
You are covered against:How do I make a claim?
Making a claim
If your phone or any of its accessories are stolen or damaged, you must do the following:
· Report any theft to your network provider as soon as possible after discovering the theft, and no later than 24 hours after discovering it;
· Report any vandalism or theft to the police within 48 hours of discovering it. You must get evidence in writing (for example, a crime reference number) showing that you have done so;
· Visit www.carphonewarehouse.com/makeaclaim or any Carphone Warehouse store or call us on 0870 111 7002, as soon as possible to tell us about the damage or theft and make a claim. Please keep the damaged phone and accessories as you will need to return these to The Carphone Warehouse. You must make a claim within 60 days of discovering the damage or theft.
Where can I find the terms and conditions?
Full terms and conditions of sale can be found by clicking here.What is Money4Me?
Recommend a friend or relative and receive up to £20How do I recommend a friend?
How did you purchase your phone?How much money will I receive and when?
The amount of Money4Me you receive will depend on the date and which network the handset was bought on. For amounts please see the table below:How many people can I recommend?
There is no limit, the more people you recommend, the more money you can potentially earn.Money4me Terms and Conditions
Can I port from pay as you go to pay monthly?
If you want to continue on your existing network and transfer your number to pay monthly (e .g. port from Virgin Mobile pay as you go to Virgin Mobile pay monthly) we cannot process these ports for you.How do I port my number?
Vodafone or Talk Mobile:
O2:
To port your existing mobile number please:
Your existing number will then be ported within 5 to 7 working days.
T-Mobile:
To port your existing mobile number please:
How can I get a new number?
If you order a new contract you will be assigned a new number so if you choose not to transfer your old number then you can keep the new one allocated
Remember! If you are moving networks you must cancel your contract with your existing provider
How can I amend or edit a recently placed order?
To amend a recently placed web order please contact our web team on 0845 4020488 to inform them of any changes you would like to make, this includes any cancellations that have not yet been confirmed for despatch.I want to change my delivery address.
As a security precaution we can only deliver to the address that the customers bank details are registered to. We cannot deliver to any other location, as we want to ensure the safe transit of the goods, direct to you.I want to verify the details of my order.
If you have purchased over the Internet, please log-in to your account to obtain a full breakdown of your order details.Exchange and Refund Policies
http://media.e2save.com/tandc/www/exchange_and_refund.pdfPre Sale Price Match Guarantee
Download PDFCall Charge Information
Calls to our Customer Services department are charged at 10p per minute from standard landlines, calls from mobiles may vary, check with your network provider.Customer Services
If you have a query before your order confirmation e-mail then please call web sales on 0845 402 0488. Alternatively contact our Customer Service department for all other after sale or cashback queries
By phone calling 0871 522 3400 (calls cost 10 pence per minute from a BT landline, other networks may vary)
By Letter to the following address:
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH
(Please do not send returned phones to this address)
Call charge information
Calls to our Customer Service team and Cashback team are charged at 10 pence per minute from standard landlines, calls from mobiles may vary, check with your network provider.
Complaint Policy
We're sorry to hear you're not completely happy with the service you've received from e2save.com. If you need to make a complaint, please follow our simple process and we'll try to resolve your problem as quickly as possible.
Make a complaint over the phone by calling 0871 522 3400 (calls cost 10 pence per minute from a BT landline, other networks may vary)
Make a complaint in writing
Write to us at:
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH
Please include your name, address, mobile number and contact number.
What shall I do if my PAYG sim card does not work?
Register your sim card with your network. Allow 72 hours for your sim card to be connected.What do I do if I have registered my sim card with my network and it does not connect?
Allow 72 hours for connection and if after this time has lapsed, is still is not connected please call our customer services team on 0871 522 3400How long does it take for me to get my airtime credit?
If your airtime credit does not show on your sim card automatically, register your sim card with your network and allow 72 hours for this to be applied.What do I do if my airtime credit has not been applied and I have already registered my sim card wit
Ring our customer services team on 0871 522 3400. We will send your details over to your network, and you should then receive your credit within 10 working days.If I don’t like my handset can I exchange it for another model?
You can exchange your handset within 14 days from the date of 1st attempted delivery, provided you have not used the handset, or used the sim card to connect to the network. This is subject to an admin fee of £29.99How do I exchange my handset for a different model?
Call our Customer Services Team on 0871 522 3400.How long have I got to return my order if I don’t want it?
Your order must be returned to us within 14 days of the date of the 1st attempted delivery.Can I return my order if I’ve used the handset or the sim card?
No, returned goods must be unused.How do I return my order?
Call our Customer Services team on 0871 522 3400 and we will provide you with Return details.Click here to download your Online Welcome Pack
E2Save Welcome Pack
e2save.com is a trading division of The Carphone Warehouse Limited.
The Carphone Warehouse Limited is incorporated and registered in England and Wales. Registered Office:
1 Portal Way London W3 6RS. Registered Number: 02142673 VAT Number: 927226520