MOBILE FREQUENTLY ASKED QUESTIONS

Transcription

1 Table of contents MOBILE FREQUENTLY ASKED QUESTIONS YOUR HANDSET 2 My phone was stolen! / I have lost my phone! What do I do now? 2 My phone is faulty or damaged. What sort of services do you offer? 2 How and where can I find my IMEI number? 3 You ve moved me to a new network. How do I access my voic now? 3 MANAGING YOUR USERS 4 How can I add new users and bring new connections to my account? 4 Can I add a name against a mobile number on my invoice? 5 How do I change the names displayed? 5 I ve used up all my data or voice monthly allowance. What can I do? 6 TRAVELLING ABROAD WITH YOUR MOBILE 6 How can I set up roaming on my phone? 6 I m abroad but cannot get online. Any idea what s happening? 7 How do I access my voic when I m abroad? 7 Do you have any tips I can use to help me reduce my mobile costs when I m travelling? 8 What s your number one tip when going abroad? 9 BASIC TROUBLESHOOTING 9 You ve just migrated/ported my number and now I m having some issues with my phone. What s going on and what can I do about it? 9 Any idea why I m unable to send MMS from my iphone? How can I fix it? 10 I can t get on the internet when I m not on Wi-Fi! What can I do? 10 My data connection works fine in the UK, but I m not able to get on the Internet from abroad. What s going on? 10 My phone is not letting me access web pages deemed over 18. How can I lift that restriction? 11 I ve managed to lock myself out of my handset and am now being asked for an unlock code (PUK or PUC). What does that mean? 11 I have no signal and cannot make or receive phone calls. What s going on? 11 I m in an area where the mobile signal is very poor. Can you suggest anything? 12 I m not receiving any s on my handset. What can I do? 12 My phone is saying NO SERVICE. Is it broken? 13 CONTACT DETAILS 14 1

2 Your handset Anything you need to know about your handset and how to use it. MY PHONE WAS STOLEN! / I HAVE LOST MY PHONE! WHAT DO I DO NOW? Phone lost? Or stolen? No panic! Just log in to your portal or let us know ASAP and we will put a lost and stolen bar on your SIM and handset for you. Your SIM and phone will be rendered unusable and therefore you won t be accumulating any unwanted charges on your account. 1. Call us immediately on , regardless of the time or day: we offer a lost and stolen phone barring service 24/7. 2. Log into your portal on and follow the instructions below. You can find your login details on your 1823 Group Account Summary. a. Go to Amend Bars. b. Click on the number you wish to bar and you should see a list of all the bars available and those already currently in place on the number. c. Turn the Lost/Stolen Bar on and click the Amend button d. Click Confirm to put the bar on the number 3. If you know your device s IMEI number, please this to us or give it to us over the phone and we will ask the network to place a bar on the actual handset too. MY PHONE IS FAULTY OR DAMAGED. WHAT SORT OF SERVICES DO YOU OFFER? All our handsets come with a 24 months manufacturer warranty by default to give you that added peace of mind. If your handset has developed a fault, you ll need to contact us so that we can get it repaired or replaced for you. Please contact us on the details you ll find on the last page of this guide to report the fault with us. If the fault is not covered by the manufacturer s warranty, we will most likely be able to get it repaired for you at a discounted rate. 2

3 Please note that we also offer mobile phone insurance so if you consider yourself a serial dropper, why not contact us to see what we can do for you? You will find all our contact details on the last page of this guide. HOW AND WHERE CAN I FIND MY IMEI NUMBER? On occasions, we ll ask you for your device s IMEI number. What s that, you ask? It s basically your handset s identity number. If your handset gets stolen or lost, this is the number we ll use to block it, rendering it completely useless to whomever managed to get their hands on it! It s very easy to get your IMEI number: simply bring up the keypad on your phone and type the following sequence *#06# and your IMEI number will magically appear on the screen. Now that you know how to get your IMEI number, we d strongly advise you to make note of it and keep it somewhere safe, so that you can access it if your phone goes missing. If you re the messy type, please send it to us and we ll add it to our database for you (just remember to let us know if you ever get a new phone!). YOU VE MOVED ME TO A NEW NETWORK. HOW DO I ACCESS MY VOIC NOW? We probably should not say this, but let s be honest, we re all thinking the same: mobiles are brilliant when you re trying to avoid speaking to someone! Whether it s someone claiming that you ve been involved in an accident (you d know, right!?!) or your mother-in-law, we ve all let the call go to voic before. And sometimes, we even want to listen to the message the other person s left! Here s how to do this depending on your supplier: O2: The easiest way to access your voic on O2 is to dial 901 on your handset. Please note however that you can only call this number from the UK! If you are abroad or don t have your mobile handy, you will need to access your voic remotely, by calling your personal O2 voic retrieval phone number. If you don t know what your personal O2 voic retrieval phone number is, you can get it very easily by calling O2 on +44 (0) When prompted, enter your O2 mobile number and the system will send it to you in text message. Easy peasy! To listen to your voic , call this number (remember to use the +44 prefix if you are calling from abroad (for example: becomes ) and enter your actual mobile number followed by *. Then simply press * followed by your PIN, then press 2. How do you get your PIN? Please read on for detailed instructions: 3

4 O2 will ask you to set your PIN up the first time you call 901, or if your phone s been reset. If you have forgotten your PIN, you can reset it at any time by texting RESET to You ll be sent a temporary PIN, which you ll need to change before you can listen to your messages. Please note that you can change your PIN any time by calling 901, pressing *, choosing option 4 and following the instructions for setting up a PIN. Just remember to do is while in the UK, before you travel! And remember, if you find voic s annoying, you can always turn your O2 voic on and off by dialling: 1750 to turn it on 1760 to turn it off VODAFONE: To listen to your voic , set up diverts, record a personal message, etc. call 121 from your Vodafone mobile. Please note however that this number will only work from the UK. If you re travelling, then simply call to access your voic . You will be prompted for your PIN before you can access your messages. How do you get your PIN? Please read on for detailed information. To set up a PIN, call 121 from your Vodafone phone. Choose option 4, then option 2 and follow the instructions to choose your 4-digit PIN. If you ve forgotten your PIN or get it wrong three times in a row and your voic gets locked, call Vodafone s customer services on 191 free from your Vodafone phone in the UK or from abroad. You can also use the instructions above and call to access your messages remotely from any other phone. And if you d rather not have to worry about voic s and retrieving messages, you can just turn your voic off completely by calling And if you change your mind, just call 1211 to turn it back on again! Managing your users If you have any questions about your account and connections in general, this is the place to look. HOW CAN I ADD NEW USERS AND BRING NEW CONNECTIONS TO MY ACCOUNT? 1823 Group gives you the flexibility to bring new users on your account whenever you need to. If you wish to make any changes to your current connections, please contact us on the details you ll find on the last page of this guide and we will gladly do this for you in the most cost-effective way. 4

5 CAN I ADD A NAME AGAINST A MOBILE NUMBER ON MY INVOICE? Do you remember when you used to know people s phone numbers by heart? These times are long gone, which can make it difficult for you to know who a number belongs to when looking at your invoice. If you haven t done so already, you can add your users names in our portal yourself by logging in to click2sign.co.uk:8070. You can find your login details on your 1823 Group Account Summary. All you need to do is: 1. Click on View CLIs : 2. Click the Change button next to the number you wish to edit: 3. Enter the name of the user and click Save Changes : Alternatively, please us with the names of your users alongside their mobile numbers and we will make sure this is reflected on your invoice. HOW DO I CHANGE THE NAMES DISPLAYED? We know that people tend to come and go, so if you need to make any changes to your bill you can edit your users names in our portal yourself by logging in to You can find your login details on your 1823 Group Account Summary. All you need to do is: 1. Click on View CLIs : 5

6 2. Click the Change button next to the number you wish to edit: 3. Enter the name of the user and click Save Changes : Alternatively, please us with the names of your users alongside their mobile numbers and we will make sure this is reflected on your invoice. I VE USED UP ALL MY DATA OR VOICE MONTHLY ALLOWANCE. WHAT CAN I DO? Some months are busier than others and on occasion, you may go over your voice or data limit. It happens to the best of us! Flexibility is our middle name, so if you find yourself in this situation, just contact us on the details you ll find on the last page of this guide and we will be able to suggest add-ons that will help you keep the costs down. We also conduct regular account reviews to make sure that you are on the best possible tariff for your usage. Travelling abroad with your mobile: Going away? Make sure to read these handy tips before you travel! HOW CAN I SET UP ROAMING ON MY PHONE? We re sure you ve heard of people going abroad and unknowingly racking up thousands of pounds worth of phone bills. We re also sure that you don t want to be that person! So if you re going abroad with your new phone or contract for the first time, the best thing to do is to contact us before you travel. We will be able to check that there is no roaming bar on your account and that you have the best bundles for both voice and data, as well as making suggestions about what you can do to keep your costs down. If you are already on the best tariff and don t have any bars, you shouldn t need to do anything. Your phone should automatically connect to the best alternative 6

7 network in your country of destination. This can sometimes take a little while to kick in, but if you notice any delays, just restart your phone and you should be good to go. If you have any problems, or if it looks like your phone is struggling to connect to an alternative network, just go to Settings > More networks or Settings > Mobile Networks > Network Operators to manually connect to a network. You may have to try a few different ones before you can find one that works for you. I M ABROAD BUT CANNOT GET ONLINE. ANY IDEA WHAT S HAPPENING? You ve just landed in a foreign city and need to look up the address of your next meeting, when you realise that you have no Internet access. Nightmare! So what can you do? 1. Hopefully, you ve contacted 1823 Group before going away and we ve already made sure that there are no roaming bars on your account and that you are on the best tariff (see above section on setting up roaming on your phone), in which case you can just proceed to step 2. If not, please contact us and we ll be able to check if this is the issue and advise what to do. You ll find all our contact details on the last page of this guide. You can also log in to your portal on and check that Roaming GPRS Bar is off. You can find your login details on your 1823 Group Account Summary. 2. If you ve already established that there is no bar on your account, it may be that your phone is struggling to find the best alternative network to connect to and it might need a little help from you. Just go to Settings > More networks or Settings > Mobile Networks > Network Operators to manually select and connect to a network. You may have to try a few different ones before you can find one that works for you. 3. If this fails, call our Customer Care team who will be able to log the fault with the network for you to speed up resolution. HOW DO I ACCESS MY VOIC WHEN I M ABROAD? One of the lesser known facts about travelling abroad is that you will not be able to access your voic the usual way, as short telephone numbers only tend to work in the UK. To be able to access your voic from abroad, you will need to call a different number as well as have an access PIN set up, and this PIN will need to be set up before you leave. Here s how to set up your PIN, depending on your network: IF YOU RE ON O2: O2 will ask you to set your PIN up the first time you call 901, or if your phone s been reset. If you have forgotten your PIN, you can reset it at any time by texting RESET to You ll be sent a temporary PIN, which you ll need to change before you can listen to your messages. Please note that you can change your PIN any time by calling 901, pressing *, choosing option 4 and following the instructions for setting up a PIN. Just remember to do is while in the UK. 7

8 To access your voic from abroad, you will need to call your personal O2 voic retrieval phone number. If you don t know what your personal O2 voic retrieval phone number is, you can get it very easily by calling O2 on +44 (0) When prompted, enter your O2 mobile number and the system will send it to you in text message. Easy peasy! To listen to your voic , call this number (remember to use the +44 prefix if you are calling from abroad (for example: becomes ) and enter your actual mobile number followed by *. Then simply press * followed by your PIN, then press 2. Ta daaa! IF YOU RE ON VODAFONE: To set up a PIN, call 121 from your Vodafone phone. Choose option 4, then option 2 and follow the instructions to choose your 4-digit PIN. If you ve forgotten your PIN or get it wrong three times in a row and your voic gets locked, call Vodafone s customer services on 191 free from your Vodafone phone in the UK or from abroad. Then simply call to access your voic from abroad. You will be prompted for your PIN before you can access your messages. DO YOU HAVE ANY TIPS I CAN USE TO HELP ME REDUCE MY MOBILE COSTS WHEN I M TRAVELLING? Using your mobile abroad needn t be expensive any more. If you follow all, or at least some, of the tips below, you ll be better able to use your phone and control the costs whilst you re away. Plan ahead - By contacting our Customer Care team before your trip, we can advise on any mobile bundles for both voice and data, which if added could drastically reduce costs whilst abroad. Check your phone settings switch off automatic data roaming, and close all non-essential apps. Download an App Killer, then install it on your handset s home screen. This will be a constant visual reminder of how many apps are running. Kill the ones you aren t using regularly. Avoid streaming videos using data roaming whilst abroad - One minute of streaming uses between 2 and 5MB of data! Avoid sending picture messages (MMS) - These messages are charged at a premium rate. Use or an instant messaging app such as WhatsApp instead. Beware Attachments - When opening s, be aware of photos and large documents attached as downloading them will use up your data! Social Media Websites - Avoid these if possible. Uploading just one photo uses about 0.5MB of data! Download an app to help control data usage before leaving the UK we like 8

9 Onavo ( but there are plenty out there. Turn off app auto update permissions. These can be found in the settings of every app. You then control when an app updates, rather than it automatically downloading updates when you re abroad. You can also select to have apps auto-update over Wi-Fi only by changing the options in your Play Store or itunes & App Store Settings. Hunt out Wi-Fi locations Always try to go online using free Wi-Fi hotspots in cafes, hotels, and even shops. Always search for hotspots using your phone, log on immediately and save the password, so that your phone logs on automatically. BE AWARE OF INSECURE WI-FI HOWEVER. IF IT S INSECURE. SO IS YOUR DATA! Download a good anti-virus Think of your phone as a computer. Viruses can increase your data consumption, as well as compromise your information WHAT S YOUR NUMBER ONE TIP WHEN GOING ABROAD? We know it s silly, but trust us, it happens all the time! Remember to take your charger with you, as well as a travel adapter. We always keep our travel adapter and a spare phone charger in our suitcase to avoid last minute panic! Basic troubleshooting Problems with your phone? Have a look here! YOU VE JUST MIGRATED/PORTED MY NUMBER AND NOW I M HAVING SOME ISSUES WITH MY PHONE. WHAT S GOING ON AND WHAT CAN I DO ABOUT IT? While most ports and migrations go smoothly, they can sometimes leave you with a handset that can emit but not receive calls, make calls but not access the internet or even send text messages but not receive any! This is because all these services come as separate files that need to be let go of individually by your current mobile provider, as well as the very first network that provisioned your mobile number. I m sure you can see where this is going! If there are any delays releasing any of your services files by either of these networks, the migration or port will still go through, but it will be incomplete, leading to the issues listed above. What can you do about it? Unfortunately, these things will naturally resolve themselves within the same day and the network providers will not allow us to escalate the problem until the day after. What you can do until then is periodically reboot your handset for any changes to take effect. If you are still experiencing the same problems the day after your migration, please contact us on the details you ll find on the last page of this guide and we ll investigate the matter for you directly with the network. 9

10 ANY IDEA WHY I M UNABLE TO SEND MMS FROM MY IPHONE? HOW CAN I FIX IT? If you re trying to send a video or a picture message using your iphone, you ll notice that your phone will default to using imessage, which may not be what you want to do, especially if the recipient is not an iphone user! Here are some instructions on how to enable MMS Messaging for iphone: 1. Go to Settings 2. Go to Messages 3. Find the SMS/MMS section and turn MMS Messaging on, as well as Group Messaging 4. Enable Cellular Data. If cellular data is disabled, you will not receive your MMS m essages. 5. This should do the trick, but if you re still unable to send MMS messages, you might need to turn imessage off. This can be done by going to Settings > Messages > imessage I CAN T GET ON THE INTERNET WHEN I M NOT ON WI-FI! WHAT CAN I DO? If you re unable to use your data connection to get on in the internet, here s what could be going on: 1. You may need to reset the APN (Access Point Name) on your phone. To do that, go to Settings > More networks or Settings > Mobile Networks or Access Point Names > More > Reset to Default. This will fix the issue 9 times out of You might have some bars on your account. These would have been put in place to prevent you from incurring high charges. Please contact us on the details you ll find on the last page of this guide and we ll have a look at your account for you. You can also log in to your portal on and check that UK GPRS Bar (that s the name for the data bar) is off. You can find your login details on your 1823 Group Account Summary. 3. If everything seems fine with your APN and there are no bars on your account, then something could be wrong at the network level. Contact us and we ll investigate the matter for you directly with the network. MY DATA CONNECTION WORKS FINE IN THE UK, BUT I M NOT ABLE TO GET ON THE INTERNET FROM ABROAD. WHAT S GOING ON? You ve just landed in a foreign city and need to look up the address of your next meeting, when you realise that you have no Internet access. Nightmare! So what can you do? 1. Hopefully, you ve contacted 1823 Group before going away and we ve already checked that there is no roaming bar on your account (see above 10

11 section on setting up roaming on your phone), in which case you can just proceed to step 2. If not, please contact us and we ll be able to check if this is the issue and advise what to do. You ll find all our contact details on the last page of this guide. You can also log in to your portal on click2sign.co.uk:8070 and check that Roaming Bar is off. You can find your login details on your 1823 Group Account Summary. 2. If you ve already established that there is no bar on your account, it may be that your phone is struggling to find the best alternative network to connect to and it might need a little help from you. Just go to Settings > More networks or Settings > Mobile Networks > Network Operators to manually select and connect to a network. You may have to try a few different ones before you can find one that works for you. 3. If this fails, call our Customer Care team who will be able to log the fault with the network for you to speed up resolution. MY PHONE IS NOT LETTING ME ACCESS WEB PAGES DEEMED OVER 18. HOW CAN I LIFT THAT RESTRICTION? If you re unable to view certain web pages and get told that the content is restricted, please contact us on the details you ll find on the last page of this guide and we ll liaise with the network provider directly to have these restrictions lifted. I VE MANAGED TO LOCK MYSELF OUT OF MY HANDSET AND AM NOW BEING ASKED FOR AN UNLOCK CODE (PUK OR PUC). WHAT DOES THAT MEAN? If you are using a PIN to unlock your handset and happen to exceed the amount of entries allowed, the phone will lock and you will need a PUC (or PUK) code to unlock it. For security reasons, this code can only be obtained from your network. Please contact us on the details you ll find on the last page of this guide and we ll liaise with the network provider directly to get this code issued for you ASAP and allow you to start using your phone as normal again! I HAVE NO SIGNAL AND CANNOT MAKE OR RECEIVE PHONE CALLS. WHAT S GOING ON? No signal? Don t despair! There are a few things you can do to try and figure out what s going on and try to solve the problem: 1. We know how stereotypical this sounds, but have you tried turning it off and on again?. Please also remove the SIM card and reinsert it. If you are still having issues, keep on reading. 2. As reliable as they usually are, even big networks suffer outages. The first thing to do if you don t have any signal is to check if your network provider is currently experiencing any issues. You can do this by visiting the following websites: 11

12 Vodafone: O2: If your network provider is currently experiencing issues in your area, both websites will allow you to request a text to notify you that the problem has been fixed. 3. It could be that the area you are in only supporting 2G/3G or 3G only rather than 2G/3G/4G. To check if this is the case, go to Settings on your phone > Mobile Networks > Network Mode and drop your coverage to 2G/3G or 3G only to this if this fixes the problem. 4. If you are still experiencing some issues after having tried the tips above, call our Customer Care team who will be able to investigate the problem further for you. I M IN AN AREA WHERE THE MOBILE SIGNAL IS VERY POOR. CAN YOU SUGGEST ANYTHING? If you live or work in an area with poor reception, you might want to consider switching over to Vodafone and acquiring a Vodafone Sure Signal. This handy little device plugs into your wall socket and uses your broadband connection to boost your reception. It s tried and tested, and if you d like to find out more about it, please contact us on the details that you ll find on the last page of this document and we ll happily answer any questions you may have! I M NOT RECEIVING ANY S ON MY HANDSET. WHAT CAN I DO? There are a few reasons why you might not be able to receive s on your phone, but unfortunately only a couple that we can help you with before having to refer it to your own IT department: 1. This might be stating the obvious and we apologise for having to make this point, but the very first thing to check if you are failing to receive s is that your phone is connected to the internet. Are you able to navigate around various websites? Are you able to refresh your favourite social media feed? If the answer is yes, then please try the step below. If not, please refer to the above section on troubleshooting your internet connection. 2. Go to Settings on your phone > Mobile Networks or Access Point Names and check that you have an Access Point Name selected, and that the Access Point Name selected is correct. If not, try to manually select a different APN or resetting it by going to More > Reset to Default. 12

13 3. If you ve completed the above checks and everything else seems to be working correctly on your phone, then please speak to your IT Department and ask them to check that your settings are correct. This is unfortunately something that 1823 Group cannot help you with, as much as we would love to! MY PHONE IS SAYING NO SERVICE. IS IT BROKEN? If your phone is having an off day and showing you NO SERVICE, follow the steps below to try and jolt it back to life: 1. Do not switch your phone off, but take the SIM card out for a few seconds. 2. Reinsert the SIM, and turn the handset off and on again. Your signal should come back just fine. If however you are still experiencing the bleakness of NO SERVICE, then please contact us on the details you will find on the last page of this document. Please have your SIM number handy (you will find your SIM number on the back of your SIM card) as we will need to check it. If it appears that your SIM card has developed a fault, we will organise a replacement SIM for your ASAP! 13

14 Contact Details: Here s how to contact the 1823 Support team. Don t be shy! There s no such thing as a stupid question so please contact us if there s anything we didn t cover or if you d like additional support from us! CONTACT DETAILS WHAT S IT FOR? PROVISIONING provisioning@1823group.com Phone: Text/WhatsApp: Initial account set-up Adding / changing users Changing tariffs Ordering hardware CUSTOMER CARE customercare@1823group.com Phone: Text/WhatsApp: Fault reporting and troubleshooting Lost / stolen phones General questions about your phone BILLING billing@1823group.com Phone: Text/WhatsApp: Questions about your bill Payments OUR OPENING HOURS: Monday to Friday, from 8.30am until 6pm. Please call us on to speak to someone outside of opening hours. We also offer an out-of-hours service for urgent requests such as lost/stolen handsets. 14