Frequently Asked Questions

Can I transfer my existing telephone number to my new phone?
What if I want to cancel my order?
How do I return my order
What if my goods have developed a fault?
When will my free gift arrive?
Can I have my phone delivered to a different address?
I want to query my bill – add bundles – add roaming etc.
When will my phone arrive?
Why has my order been declined?
How do I make a complaint?
Contact us
What can I do if I'm not happy with the way my complaint has been handled?
When can I expect my order to arrive?

Can I transfer my existing telephone number to my new phone?

Orange

• 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 .You will be advised of a transfer date, usually within 5 – 7 working days.
  

O2

• 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 02 on 0870 241 0202 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

3

• 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. You will be advised of a transfer date, usually within 5 – 7 working days.

T-Mobile

• 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 0845 412 5000 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.
  

Vodafone

• 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 Vodafone on 0870 0733222 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

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What if I want to cancel my order?

You have the right to cancel your order but you must inform us within 7 working days from the date that you receive the handset and you will need to return all items within 14 days.

The item(s) must be returned in their original condition, including any accessories, vouchers and free promotional items.

Please Contact Us where a member of our team will be happy to help.

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How do I return my order

To arrange the return of the item(s) please Contact Us within 7 working days from the date that you receive the handset.

• If you choose to cancel during the cooling off period we will make arrangements for you to return the handset free of charge.
• The item(s) must be returned in their original condition, including any accessories, vouchers and free promotional items.
• Please quote the returns reference number you have given you.
• Upon safe return to us of the item(s) in their original condition we will remit a full refund and pay this back to your original payment card. (Please note that Clubcard points will not be awarded for returned items.)
• If you do not return the items within 14 days of your cancellation, we will make a charge in respect of the cost of recovering (or attempting to recover) the item(s).
• If you do not return the item(s) within the 14 day timescale, you will be deemed to have accepted the goods.
• If you change your mind and cancel your contract under our cancellation policy you must return your goods in its original and undamaged packaging with all of its components and we reserve the right to seek recovery of the goods and make a charge for the cost of recovery or invoice you for the product.
• If we try and deliver the goods to you then you can refuse to sign for the delivery so that the goods are returned to us and we will refund the price paid to your card; alternatively if you have taken delivery please follow the procedure under ‘How do I return my order’.
• It is important you contact us before returning the phone, as you will be issued with a returns authorisation number and the returns address. This allows us to track your return and ensure the phone is disconnected with the network. Your goods must be returned in the original condition together with the original packaging with all components included and within the return period.
  

Please Contact Us where a member of our team will be happy to help.

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What if my goods have developed a fault?

If your chosen phone does not work or is faulty please contact our mobile phone help line on 0845 300 6660.

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When will my free gift arrive?

Cashback/gifts/promotional items that are given away in conjunction with a purchase will be despatched to you separately.

Cashback/gifts/promotional items will be despatched after the 7 working day cooling off period and may take up to 28 days for delivery.

Delivery of Cashback/gifts/promotional items will not be honoured for any orders cancelled within the 7 day cooling off period.

Should you not receive your free gift/cash back within 30 days, please Contact Us where a member of our team will be happy to help.

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Can I have my phone delivered to a different address?

As a security precaution we will only deliver to the address where your 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 Contact Us and we will be happy to help.

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I want to query my bill – add bundles – add roaming etc.

For any billing enquiries please contact your chosen network, see below.

Network Customer Care phone numbers:

Vodafone

0870 0733222 or call 191 from your handset

3 Network

0870 7330333 or call 333 from your handset

T Mobile

0845 412 5000 or call 150 from your handset

Orange

0797 3100150 or call 150 from your handset

O2

0844 8020202 or call 0202 from your handset

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When will my phone arrive?

Delivery will be made to the address specified by you on the completed order form.

For orders placed before 12 noon Monday to Thursday we aim to deliver your order the next day.

If your order is placed after 12 noon or on a Friday or anytime on a Saturday or Sunday then we aim to deliver within 3 to 7 working days. The despatch of your goods is subject to a successful completion of a credit check and this may delay despatch and delivery of your order.

Please Contact Us and we will be happy to help.

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Why has my order been declined?

If your order has been declined by your chosen network then unfortunately we can’t tell you why. If you would like to obtain a credit report please see below for details.

Go on line: www.equifax.co.uk

Following the guide for obtaining the appropriate report, different reports cost different amounts, the minimum report costs £2.

To request a copy of you Statutory Credit Report from Equifax, please contact Equifax in writing to: Equifax, Plc., Credit File Advice Centre, PO Box 1140, Bradford BD1 5US

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How do I make a complaint?

We hope that you are happy with your goods and the service we offer. However, if you are not happy and you want to make a complaint, please contact us by phone, email or letter.

One of our friendly advisers will try to solve the problem during your phone call and seek to resolve your issue.

Please Contact Us and we will be happy to help.

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Contact us:

You can contact us in any of the following ways:

tescosupport@2020mobile.com

Pay Monthly Customer Care:

0844 8910006

Monday to Friday 9.00am - 9.00pm, Saturday 9.00am - 8pm. Calls may be recorded.

Tesco Support Team
Group Service Centre
Weston Road
20:20 Mobile
Crewe
CW1 6BU

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What can I do if I'm not happy with the way my complaint has been handled?

We will do our best to deal with your complaint and make sure you are happy as we want to give you a great service. However, if you are unhappy with any aspect of our service then please Contact Us. If you are still not happy, please ask to speak to a manager.

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When can I expect my order to arrive?

Delivery Schedule

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