**Please note we are currently updating the FAQs section. We are continuously adding to the section to help you answer any of your queries.

1. How do I claim my Cash Back
2. Indemnity Terms & Conditions
3. Missing Menus
4. Signal Problems
5. On Line Billing
6. International Roaming
7. First Bill Enquiry
8. What is an IMEI?
9. How do I copy my contacts?
10. What do I do if I have lost or had my phone stolen?
11. PUK Codes
12. Porting

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How do I claim my Cash Back   Back to the Top

Once you have been connected for 90 days you  can   then claim the 1 st quarter payment. Please send a VAT free invoice to Sprint Communications for the agreed amount. Which will be paid via BACS payment to an account of your choice which can be stated on the invoice. The remaining payment invoice can be submitted every 90 days there after so 4 invoices are submitted over a 12 month period.

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Indemnity Terms & Conditions   Back to the Top

1. Only original authentic signed copies are valid. Photocopies or duplicates will not be accepted                           
2. This will only come into effect if the move to another network is arranged solely by Sprint Communications.
3. An agreement must be signed by You the customer and a Sprint Communications representative prior to the move taking place if you are still in contract and wish to use the Indemnity.  
4. The move to an alternative network will be on a like for like basis for the same amount of numbers and the same or similar tariff, which You the customer currently have with your existing network. 
5. You the customer will be responsible for paying any charges required by your current network in order to provide you with the Porting Authorisation Code which allows your numbers to be moved to an alternative network       
6. Payment will only be reimbursed to You the customer by Sprint Communications after a period of 90 days after connection to the alternative network when arranged by Sprint Communications according to the above Terms and Conditions.   

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If you have missing menus a sim update is required in order to rectify the problem. This is something the network will need to active for you by sending you an update in the form of a text message. You will need to read & delete the message, switch the phone off wait 30 seconds for it to update. Once it is switched on the menus will be activated.

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Signal Problems   Back to the Top

You can check on the network website to see if there are any mast down in your area as this can cause problems with signal coverage. If it is just effecting one phone which has been fine in the past then this could be a fault with the handset itself. In this case a call to the network can determine the actual fault.

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On Line Billing   Back to the Top

If you are with Orange they now have on line billing which enables you to view your bills. In order to set this up you will need to complete the following website: www.orange.co.uk

1. Your account click Sign in/Register
2. Click New Users click here to register
3. Tick Pay Monthly Customers
4. Tick I know my account number - PLEASE ENTER CUSTOMER A/C NUMBER which is on your paper bill 
5. Tick Agree terms and conditions
6. Enter Mobile Number - YOU MUST HAVE THIS MOBILE WITH YOU AT THE TIME
7. The Security Code will be sent to the handset within 10 minutes
8. Enter Security Code on screen
9. It will then give you the option to change this code if requested
10. If you would like us to view your bills please email the mobile number you have used to register and the password you have used and the query you have

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International Roaming  Back to the Top

If you are going aboard for business or pleasure you will need to ensure your mobile phone has the ability to make and receive calls whilst abroad before you make the journey. If International Roaming is required you can contact the network and ask them to active this for you. A SIM update in the form of a text message will be sent to your mobile which you will need to read, delete, switch the phone off for approx 30 seconds and back on again. Cost for making and receiving calls are dependent on the country you are traveling to, if a break down of costs is required the network will be able to provide these. If you need to listen to voice mail messages whilst abroad you will need to ensure this is also activated with the network before you travel you will be given instructions on requesting this service at the time of activation. These services are subject to status.

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First Bill Enquiry  Back to the Top

If you have received a bill after a recent change of tariff or a move to a different network you will receive a higher bill than expected. The reason for this is the networks charge from the date of connection to the billing date and a month in advance. So if you have been connected on the 1 st of the month and your bill date is generated on the 15 th of the month then you will receive a bill for a total of 6 weeks chargers. This is normal practice for all networks to invoice customers in this way.

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What is an IMEI?  Back to the Top

The IMEI number is the unique number which is given to each individual mobile handset to identify it. This can be found by removing the battery from the handset and looking for the bar code inside the phone it is the 15 digit number that starts with a 35************* alternatively you can bring the IMEI number up on the screen by entering *#06# this will display the number on the screen.

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How do I copy my contacts?  Back to the Top

To save numbers from your sim to your old phone:

1. Go into contacts /phone book
2. Select Copy
3. From Sim to Phone
4. Select All
5. Keep Original

Then take the new Sim & put in the old phone to collect the numbers you have stored by doing the following:

1. Go into Contacts / phone book
2. Select Copy
3. From phone to sim
4. Select All
5. Keep Original

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What do I do if I have lost or had my phone stolen?  Back to the Top

In all cases you will need to have a bar placed on the mobile to avoid misuse. This is done via the network and they can place a full or part bar on the phone to avoid any calls being made or received. This will need to be reported to the network as soon as the mobile has been lost or stolen and they will require a crime reference number. The crime reference is required if the phone is insured then this is required in order for the claim to be processed. The network will need a crime ref and a call to them by the person who’s phone it was in order to complete a claim form over the phone within 24hours of the theft or the loss. Please ensure this is done within the 24 hour period or the insurance is invalidated.

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PUK Codes  Back to the Top

If your phone requires a pin code and it is entered 3 times incorrectly then you will require a PUK code to unlock the phone. This PUK code can sometimes be found in your user manual or will be obtained from the network. In order to provide you with the PUK code you will be required to give the IMEI number of the phone so the correct PUK code is given.

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Porting  Back to the Top

In order for the change over to be made it is necessary for your current provider to disconnect your telephone connection in order for the new network to provide you with their service.

This is done by internet technology and will take place between the hours of 07:00 and 17:00 dependent on which network it is. To help this be a seamless transition we suggest you are in possession of the new handsets which have been fully charged and contain the new sim cards as well as the current handsets on the porting date. So when connection has been lost on your old handset you are ready to use your new handsets when reconnection is gained.

Reconnection will happen in a short period of time although a specified time can not be quoted by the network providers.
To ensure you do not lose any of your stored numbers can you please ensure they are stored to the phone so when your old sim card disconnects you can enter your new card in the old phone to retrieve the numbers which you have saved to the phone.

This can be done by taking the following steps:

To save numbers from your sim to your old phone:

1. Go into contacts /phone book
2. Select Copy
3. From Sim to Phone
4. Select All
5. Keep Original

Then take the new Sim & put in the old phone to collect the numbers you have stored by doing the following:
Go into Contacts / phone book:

1. Select Copy
2. From phone to sim
3. Select All
4. Keep Original

Back to the Top