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Got a head full of questions about your Discount Telecom 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.Please log into your account for further details.
Your first bill may also be slightly more expensive than advertised on our website. This is because a 'part month line rental charge' may apply.
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.
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 .
I have received a text bundle/service I did not order.
O2:- Call 0870 111 7200 from your handset (this is deducted from your inclusive minutes) and follow the prompts.
- Register your mobile online at MyCarphoneWarehouse to manage your account, to start the registration process please click here.
- A minimum 6 month term applies to an O2 bundle/service.
- If your network does not allow you to remove this or you have been charged for the bundle/service please contact our customer services team on .
Three:
- Dial 333 from your handset and follow the prompts to make changes to your service options.
- Visit the Internet browser on your handset; select the option at the top of the page "Go to Services" and enter the "My Three" section.
- Register online to manage your account at www.three.co .uk.
- A minimum 6 month term applies to a Three bundle/service.
- If your network does not allow you to remove this or you have been charged for the bundle/ service please contact our customer services team on .
Orange:
- Call Orange customer services on 07973 100150 and follow the prompts.
- Register online to manage your account at www.orange. co.uk
- Orange World Access is free of charge if cancelled before the second month of your contract.
- There is not a minimum term you have to keep the bundle/service on the Orange network meaning you can cancel at any time.
- If you have been charged for the bundle/service please contact our customer services team on .
T-Mobile:
- Call T-Mobile customer services on 150 from your handset and follow the prompts.
- Register online to manage your account at www.T- Mobile.co.uk
- A minimum six month term applies to a T-Mobile bundle/service.
- If your network does not allow you to remove this or you have been charged for the bundle/service please contact our customer services team on .
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.If you are registered for online billing we will be happy to accept a copy of your bill from your networks website. The bill should display your:
- Name
- Current address
- Mobile number
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 does my policy cover?
You are covered against:- Theft.
- Accidental damage.
This policy does not cover you if you lose your phone.
For further details please read the full terms and conditions.
How do I can claim my cashback?
How do I claim my cashback?
Please select the appropriate option below.
Phone purchased on or after 1st April 2008.
For a 12 month contract:
For Gift value of £50 or less we require the bill you receive in your 6th and 8th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value of £100 we require the bill you receive in your 6th, 8th and 10th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value over £100 we require the bill you receive in your 6th, 8th, 10th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)
For an 18 month contract:
For Gift value of £50 or less we require the bill you receive in your 6th and 9th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value of £100 we require the bill you receive in your 6th, 9th and 12th month and to arrive with us within 60 days of the date stated on the monthly bill.
For Gift value over £100 we require the bill you receive in your 6th, 9th, 12th, 15th and 18th month and to arrive with us within 60 days of the date stated on the monthly bill. (we accept photocopies)
Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.
Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX
Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses
Phone purchased before the 31st March 2008
You have 60 days from the date the claim period began to send in the latest bill.
- i.e If you connected on the 7th September the first claim is worked out by counting 6 calendar months from the date of connection.
- So the claim for month 6 begins the 7th March and lasts for 60 days. (this is worked out counting October, November, December, January, February, MARCH)
For a 12 month contract - (we accept photocopies)
For a Gift value of £50 or less we require your 6th and 8th monthly bill
For a Gift value over £100 we require your 6th, 8th, 10th and 12th monthly bill
For an 18 month contract - (we accept photocopies)
For a Gift value of £50 or less we require your 6th and 9th monthly bill
For a Gift value of £100 we require your 6th, 9th and 12th monthly bill
For a Gift value over £100 we require your 6th, 9th, 12th, 15th and 18th monthly bill
Securely attach the appropriate cashback vouchers 1, 2, 3, 4 or 5. These cashback vouchers can be found in your Welcome Pack and send to the following address.
Cashback Claims
Admail ADM4118
Loughborough
LE11 1YX
Please be aware this address has recently changed however Royal mail will redirect all mail from previous addresses
Call 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.I have not received my automatic credit.
Please be aware your automatic cheque is sent two months after purchase.If you have not received your automatic cheque after this two-month period please contact our customer services team on .
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.If you are registered for online billing we will be happy to accept a copy of your bill from your networks website. The bill should display your:
- Name
- Current address
- Mobile number
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.You can determine whether you are due to receive a network promotion by logging into your personal account.
If you wish to find out whether you have received a network promotion please refer to your bills.
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.We cannot accept liability for any late or lost claims due to circumstances that are not within our control.
We ask that you make alternative arrangements for any future claims should there be an opportunity for these circumstances to arise again.
Terms and Conditions
Pre 1st April 2008Customers cannot move to a lower tariff during this minimum term (see network terms and conditions). Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer.
We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature.
Should the service agreement be suspended or disconnected for any reason then we reserve the right to withhold any payments due.
All monthly bills should be received within 60 days from the claim date.
If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback we reserve the right to withhold any cashback payment.
If the account is not paid up to date we reserve the right to withhold any cashback payment.
We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge our customers to send their claims via recorded delivery.
Please allow up to 30 days for the cheque to be delivered.
1st April 2008 onwards
Customers cannot move to a lower tariff during this minimum term (see network terms and conditions). Moving to a higher tariff at any time during the minimum term does not invalidate the cashback offer.
We reserve the right to withhold any cashback payment(s) if we believe the account to be of a fraudulent nature.
Should the service agreement be suspended or disconnected for any reason then we reserve the right to withhold any payments due.
All monthly bills should be received within 60 days from the date on the monthly bill.
If the monthly bills sent are not for the same account and in the same name as the one eligible for the cashback we reserve the right to withhold any cashback payment.
If the account is not paid up to date we reserve the right to withhold any cashback payment.
We give notice that we cannot be held responsible for lost items or claims that arrive outside of the qualifying period so we urge our customers to send their claims via recorded delivery.
Please allow up to 30 days for the cheque to be delivered.
Download Cashback Offer Leaflet
http://media.e2save.com/pdfs/e2save_claims_form.pdfMy 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.To lift the bar from your handset you will need to contact your network service provider.
My handset is not connected.
Please allow 72 hours from receiving your handset for the connection to process fully.Please keep your handset switched off for this period.
Check every 2 hours, to see whether your handset has been successfully connected. Before switching on your handset please take out the battery and the SIM card, then place them back in your handset and switch this on.
If your handset has not been connected after 72 hours please contact our customer services team on
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.Alternatively, please refer to the order confirmation e-mail sent to you at point of despatch. This will contain a link to our courier website which will contain specific information to your delivery. Please note that it may be the morning of delivery before the courier order tracker is updated.
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.Please note:
- Delivery to Northern Scotland and offshore locations may take up to 3 days.
- For all pay monthly handsets we are unable to credit check or deliver to Educational establishments, Hospitals or MOD establishments. Credit checks must be on your home address and you must have resided in the UK for 3 years or more.
- Delivery estimates are subject to stock availability.
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.Definitions:
- Limited Stock Availability - Please allow 7 days for delivery.
- Limited Stock Availability - Please allow 7-14 days for delivery.
- Limited Stock Availability - Please allow 14-21 days for delivery.
What happens if I miss the delivery?
If no one is available to accept delivery, the package will be returned to your local Royal Mail Sorting Office.A card will be left at your address informing you of how to collect your order.
You will need to take a form of ID with you to collect your handset. These include a passport, utility bill or driving license.
What does my policy cover?
You are covered against:- Theft.
- Accidental damage.
This policy does not cover you if you lose your phone.
For further details please read the full terms and conditions.
How do I make a claim?
Click HereWhere can I find the terms and conditions?
Full terms and conditions of sale can be found by clicking here.It is also possible to find the terms and conditions page by selecting the option from the footer menu on any page.
What is Money4Me?
Recommend a friend or relative and receive up to £20How do I recommend a friend?
How did you purchase your phone?By Phone:
- When your friend contacts us, they will need to state at the beginning of the call that you referred them to us.
- They will need to provide us with:
- Your full name
- Your postcode
- Your mobile phone number
- If their call results in the purchase of a pay monthly phone you will receive a payment within 45 days.
Please Log into your personal account for details on how to refer your friends and family.
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:- T-Mobile - £20
- Orange - £20
- 3 - £20
- BT Mobile - £20
- O2 - £20
- Virgin Mobile - £20
You will receive your cheque approximately 45 days after your friend or relative's purchase.
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
- The referrer needs to be a customer of e2save.com with an active connection in order to receive Money4Me.
- We reserve the right to withhold Money4Me payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.
- The referred customer needs to have an active account for at least 28 days. Returning the handset and cancelling the connection during this period voids the Money4Me bonus payment.
- M4M payments only apply when recommending new customers and not existing ones.
Can I port from pay as you go to pay monthly?
If you are planning to port from one network to another then we can process a port for you. Please see the relevant network porting section above.If you want to continue on your existing network and transfer your number to pay monthly (e .g. port from Virgin Mobile pay as you go to Virgin Mobile pay monthly) we cannot process these ports for you at present.
Which Networks can I port to?
http://www.e2save.com/files/helpdesk/Pop-up_Borders/NetworkPortingMatrix.phpHow do I port my number?
O2:To port your number please:
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- Inform us at point of purchase stating your existing number and PAC. Please do not proceed with the order until you have the PAC code as the number can not be ported after the order has been placed.
- We will despatch your new mobile and SIM, no temporary number will be supplied. You will be able to continue using your existing mobile/SIM until the number is ported.
If you are porting from O2 Direct to O2 Carphone Warehouse, then it is likely that your port will activate on your original SIM Card. Please check before discarding your original SIM card that this is not the case.
Please be aware:
- Before your number can be connected to your new network it must first be released from your existing network. Therefore, you may be without service for up to 1 day.
- Additional services such as voicemail and text messaging may also take up to 2 days to be enabled once your number has been transferred.
- e2save.com can not accept any responsibility for failed / delayed number transfers.
T-Mobile:
To port your existing mobile number please:
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- Purchase a handset from us, which will be connected with a temporary number.
- On receipt of the handset, contact T-Mobile on 0870 606 0139 quoting your temporary number, existing number and PAC.
Orange:
To port your existing mobile number please:
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- Purchase a handset from us, which will be connected with a temporary number.
- On receipt of the handset, contact Orange on 0800 376 2285 quoting your temporary number, existing number and PAC.
Your existing number will then be ported within 5 to 7 working days.
Three:
To port your existing mobile number please:
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- Purchase a handset from us, which will be connected with a temporary number.
- On receipt of the handset, contact Three on 08707 330 333 quoting your temporary number, existing number and PAC.
Virgin:
To port your existing mobile number please:
- Contact your existing network to obtain a PAC (Port Authorisation Code).
- Purchase a handset from us, which will be connected with a temporary number.
- On receipt of the handset, contact Virgin on 0845 6000 789 quoting your temporary number, existing number and PAC.
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.The confirmation e-mail that we have sent to you includes an e-mail address that you should reply to if you wish to update your order details.
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.If this does not answer your question then please contact our customer services team on .
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.Alternatively, please read the order confirmation e-mails that are sent you by our web order team.
If you have purchased over the telephone, then please refer to the information contained within the Welcome Pack sent to you with your handset.
This pack contains:
- Price plan information.
- Terms and conditions of your contract and other useful information.
- Your cheque-back vouchers (required to claim your money by redemption).
- Sales invoice.
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
0871 522 3400Cashback Customer Services
0871 522 3403What 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 £19.99How 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.
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
