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Mobile phones FAQ's, if you are unable to find the answer to your query here please contact one of team members who will deall with your enquiry promptly.
Numbers worth remembering ,
Singlepoint (Vodafone) - 0870 900 0700
O2 - 0800 085 0857
T-Mobile - 0845 412 5000 or 150 from a T-Mobile handset
Orange - 07973 100150 or 150 from an Orange handset Price matching:
Q - Do you price match other suppliers for mobile phones ?
A - Some dealers do offer to match any competitor's price on mobile phones, but quite the opposite is the truth! Price matching is a means of selling at the highest price they can get away with, and only offering competitive prices to people who know about good deals. Whilst we endeavour to compete with any of our competitors, we like to think we are offering our customers the best mobil phone deal, for them, right from the out set.
Delivery:
Mobile phone handsets and accessories ordered before 2.30 pm on any business day (Monday - Friday) excluding Bank Holidays should be delivered next business day (excluding Saturday), anytime up to 5.30pm. (assuming that the product is in stock). The standard delivery charge does not guarantee next day delivery, however every effort is made by ourselves & the couriers to achieve this goal
Mobile phone orders taken on Friday (after 2.00pm), Saturday or Sunday will normally be dispatched on Monday (excluding Bank Holidays) for delivery on Tuesday. Orders taken on Friday before 2.00 pm will normally be dispatched on Friday for delivery on Monday (excluding Bank Holidays).
However, Future Fones Ltd relies upon the services of third party couriers, and whilst we endeavour to ‘keep to our word’ there are unfortunately a few occasions when the couriers fail to perform the service that they are required to. This happens rarely, but because it does occur, albeit occasionally, we cannot be held responsible for the late delivery of an item. For the avoidance of doubt Future Fones Ltd will not refund the standard delivery charge if the courier has failed to deliver the item(s) on the anticipated delivery date.
See our delivery page for further information.
Orders:
Q - Why haven't I received my mobile phone?
A - By far the most common reason for a delay in despatching mobile phones is that your proofs either have not been sent or are not acceptable. Please make sure that once you have placed your order you fax, email or post a proof of ID and Residence to us. The proofs that you send must be one from the list of acceptable proofs. Please note, THESE and ONLY THESE are acceptable forms of identification!Another reason that you may not have received your phone is that we are temporarily out of stock. In this case we will endeavour to fulfil your order within 7 working days.
Q - Why have I been declined by the Network for a pay monthly phone?
A - The Mobile phone networks are unwilling to give us a specific reason for an application being declined because of the Data Protection Act.
Q - If I have been declined by one Mobile Phone network can I re-order on a different one?
A - Yes of course you can. The different Mobile Phone Networks use different credit scores to decide if a customer is eligible. Just because one Network declined your application it does not mean that all the others will.
Pay Monthly Phones:
Q - When can I cancel my pay monthly contract?
A - All contracts can be cancelled after a minimum period of 12 months. Please remember that by submitting your order you are entering into a 12 months contract with your chosen Mobile Phone Network which begins the day your phone is connected. You have the right to return your phone within 7 days of this time, however after this time you cannot end the agreement until the 12 months period has expired.
Porting:
Q - What is porting?
A - Porting is where you retain your existing mobile phone number and transfer it to another Network i.e. Vodafone to O2. To do this you must have a PAC number. Retaining your existing mobile number and staying on the same network is called a migration.
Q - How do I get my PAC number?
A - You must contact your existing network service provider (the company that you currently pay your mobile phone bill to) who will provide you with this.
Pre-Pay:
Q - Can I buy a new pay as you go mobile phone and put my old SIM card and number into it?
A - No unfortunately not. If you do this it will effect the price you paid for the phone and we may have to charge you up to a further £65.
Returns:
Q - My mobile phone has developed a fault where do I get it repaired?
A - To be covered by the warranty, phones must have a manufacturing fault (e.g. not be dropped or damaged by liquid). If the mobile phone is under 28 days from connection, we can replace it with a new mobile phone once you have returned the faulty one. Once the phone is over 28 days from connection, it must be sent for repair to an authorised service centre.
Q - What do Ineed to do if I want to cancel the contract within the first 7 days?
A - Return the SIM card we supplied to you and return the mobile phone to us in the same condition it was sent to you. Please remember to return any accessories that were supplied with the mobile phone. The phone must be boxed and in an as new condition with its charger, instructions and battery. A charge will be made for any missing or damaged parts.
Q - Who pays for the cost of carriage?
A - It is your responsibiltiy to pay for the carriage of any returned product to us.
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