Handsets QuestionsQ. What are the latest handsets? A. You will find a full list of the latest handsets on our ‘Handsets’ page. Here you can browse the extensive range of handsets or search for a handset that suits your individual needs using our “phone finder” feature. Q. How do I find out about release dates of new phones? A. We regularly check with the mobile suppliers for new products/services that could benefit our customers. Information on latest handsets is available from one of our sales team.
Q. My handset is locked as a result of me entering the wrong PIN number? A. The PUK code is often available from your service provider’s website. O2 - http://www.o2.co.uk/puk/landing/Vodafone - Dial 08700 700191 from a landline to get your PUK code. However, in the event that this does not solve the problem, please contact the customer service department of your network provider and they will provide you with a PUK number which you can enter to unlock the phone:
Q. I can’t get my voicemail to work, what do I do? A. If you are an O2 customer it can be a simple as dialing “1750” on your handset to activate it and “1760” to deactivate the service (UK only). To retrieve you voicemail then simply dial 901 from your handset. For further assistance and for non O2 customers please contact your network provider. You'll find a list of customer service numbers on the Contact Us page.
Q. I Have just received my Blackberry, how do I set it up for emails? A. All blackberry devices are setup up before despatch, all you need to do is activate your SIM and insert it in the new device. Instructions will be included with your care pack to add additional emails that weren’t specified at point of sale. Alternatively you can log on to www.o2email.co.uk (O2 customers only) and edit your email account there. For further assistance please don’t hesitate to contact us. Returns and ExchangesQ. Can I exchange my phone if I don’t like it? A. Yes you can under the following circumstances: Within Seven Days: Where permitted by the network, we can exchange your mobile phone for an alternative model within seven days of purchase subject to an administration charge of £30 providing:
Potential Charges
Out of Seven Days:
Q. What do I do if my phone is faulty? A. Depending on the timeframe please see the options below: 28 Day Warranty – We will replace your faulty phone
12 Month Warranty – Your phone will be repaired
Potential Charges
Loan Phone Service To avoid downtime on your phone, a loan phone service is available. Costs are as follows:
*Deposits will be refunded to a credit/debit card when a full loan kit is returned undamaged.
Q. What do I do if my phone is lost, damaged or stolen? A. If you are insured, you must report this to your insurance company as soon as you notice or your claim may not be accepted. You may require a crime reference number if the phone is lost or stolen, so report the matter at your local police station. If you are not insured, then please contact our sales teams about purchasing a new handset at full price. Alternatively, we often have ex-demonstration model handsets available for purchase at reduced pricing. Contact us for more details.
Q. What do I do if I need to make a claim on my insurance? A. An insurance claim is one quick, simple phone call. Depending on the type of insurance you have you will need to contact one of the following:
Billing and AccountsQ. I think I have been overcharged on my bill, who do I call? A. Please contact the customer service department of your network provider and they will be happy to discuss your bill with you.
Q. I would like to have itemised Billing, how do I arrange this? A. to request this service please contact the customer service department of your network provider:
GeneralQ. How can I find out when I’m due for an upgrade? A. You can email us at upgrades@nortelco.co.uk or alternately call us on 01969 625035 and ask to speak to one of our retention team.
Q. Am I a VIP, Corporate or Consumer customer? A. To see if you qualify for VIP tariffing, please refer to our VIP Lounge, or for an individual consumer tariff, please contact us. There is the opportunity to request a proposition for business customers in our Corporate/SME page.
Q. What is mobile broadband and how does it work? A. Mobile Broadband lets you connect to the web when you’re out and about. On a train, in a café, in the garden – even when you’re abroad. Just plug our USB Modem Stick into your laptop and away you go! click here for more details.
Q. I am still in contract with my current provider, is there anything I can do? A. Yes. Although every individual situation is different, there are often options for people wishing to leave their current provider. To find out the options available to you, please contact us and tell us who your current provider is, and how long remains on the contract.
Q. I am having problems with receiving and sending MMS (Multi Media Messages) what do I need to do? A. Often these settings are available through the network or manufacturer website, but if you are unable to set up your own handset, please contact the customer service department of your network provider and they will send the correct settings to your device:
Q. I am going on holiday outside the UK and I want to use my mobile while I’m away, is there anything I need to do before I go? A. If you are an O2 customer please visit http://www.o2international.co.uk/ most of your questions will be answered there. If you are a YES telecom customer please contact YES Telecom Customer Care on 0161 446 4300. AccessoriesQ. How do I know if an accessory I am interested in buying will be compatible with my phone? A. Visit our accessories page and select your phone manufacturer and model. Compatible accessories will be displayed on your screen. Alternatively if your handset isn’t listed or you have a specific query please don’t hesitate to contact us.
Q. I am looking for a professionally installed car kit, can you arrange this? A. Yes, we have a variety of car kit solutions to cater for almost any vehicle. Please contact our sales team for more information. |
 
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