FAQS
Delivery Questions TOP
When will my phone arrive?
We use DPD's premium next day delivery service which requires a signature on arrival.  If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively rearrange delivery.
Order Time: Expected Delivery
Monday to Thursday before 8pm Next Day
Friday before 5.30pm  Next Day
Saturday  Monday
Sunday before 4pm  Next Day
What happens if I miss the delivery?
If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500

I have just received my package but cannot locate the SIM.
The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. If you still cannot locate the SIM card please contact us by calling 0333 900 1144 quoting your full name, mobile number & home postcode.
Accessory / Free Gift Queries TOP
I am missing an item
Please contact us by calling 0333 900 1144 0203 837 4691 quoting your full name, mobile number & home postcode. We will aim to contact you within 2 hrs of receiving your email.

I have just received my package but cannot locate the SIM.
The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. If you still cannot locate the SIM card please contact us by calling 0333 900 1144 0203 837 4691 quoting your full name, mobile number & home postcode.
 
I have a faulty accessory.
If the accessory you received from us is faulty. Please contact us by calling on 0333 900 1144 0203 837 4691 quoting your full name, mobile number & home postcode, detailing the fault so we can investigate this further. We will try to contact you within 24 hours of receiving your email

When can I expect delivery of my free gift?
Free gifts are delivered within 30 days of the connection of your mobile phone. We will send you confirmation of delivery closer to the time. The package will be dispatched to your home address. We cannot deliver these items to alternative addresses.

What happens if I miss the delivery?
If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500

I have changed my mind and now prefer to have a different free gift?
Once the free gift has been used it can’t be returned.

My free gift has become faulty, what can I do?
You can contact the manufacturer of the product for instructions on repair or for assistance.
 
I have a billing queryTOP
Managing Your Bill
The quickest and easiest way to answer any billing questions, check your allowances and find out account details, is to download your network app below.

My EE App: iOS | Android
I have not received my bill...
If you have not received a bill from your mobile phone network you will need to contact them directly so that they can investigate this for you. The mobile phone networks now usually charge for paper billing to help save paper and the environment, and they all offer online billing. You can obtain the number for your provider from the Useful Numbers section.
I want to check on my billing/allowance to date...
The quickest way to find out is by downloading your network app (see the link above) or you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.
I want to change my tariff...
To make amendments to your tariff, you will need to contact your mobile phone network directly to discuss your options. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.
I have received an incorrect bill...
If there has been an error with your bill, or you have any other bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.

I have changed my tariff with my network but I have an issue with the new bill...
If you have any bill related query, you will need to contact your mobile phone network directly as we do not have access to your billing accounts. You will find their contact number at the top of the bill. Alternatively, you can obtain the number from the Useful Numbers section.
Phone not workingTOP
My new phone is not active yet - I can’t make / receive calls?
When we dispatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.
What can I check?
Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you maximum call and standby times. Make sure that the battery is fitted correctly - take it off and replace it.
Is the SIM card inserted?
Is the SIM card in the right way? It should only fit one way. Call your new mobile number from a landline. If you hear a ‘dead tone’ the handset has not yet been connected. Switch your phone off and then back on again. Your phone may need to reset before the connection is completed. Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems.
Still won’t work?
Please call our customer service number on0333 900 1144 0203 837 4691   between 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday)
My phone seems to have a fault
If you believe your phone has developed a fault try the following just to make sure that it really is faulty: Make sure that the phone is fully charged. Put it on charge for a couple of hours, make sure that the “charge indicator” is charging. It is best to charge the phone when switched off. Make sure that the battery is fitted correctly - take it off and replace it.
I have lost/damaged my sim card
You will need to purchase a new sim card from your network, please see important number section in the FAQ’s for contact details of your Network.
Important InformationTOP
Change of address, name, and bank details
If you have changed your address details, it is vital that you update your new address details by contacting our customer service department by email or 0333 900 1144 0203 837 4691 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday). Please remember that you need to advise your Mobile phone network as it is they who send out your bill each month, and WCS, who administer your mobile phone insurance. Contact information can be found in the section entitled Useful Numbers. Please note that failure to change your details could affect your payments.
What happens if I want to cancel?
Please note that if you decide to return the mobile phone package, the following conditions apply: We must receive the phone within our 14-day piece of mind guarantee period. The complete package must be returned to Metrofone including all the accessories.
Why the s eal broken and the SIM is inserted in the phone?
To carry out quality checks and insert the SIM card into the phone we have to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy.

If the above conditions are not met we reserve the right to refuse to accept the return of the mobile phone package meaning that the contract for airtime that you have entered will not be cancelled and the goods will be returned to you. We strongly recommend the use of the Royal Mail Special Delivery Service as the package remains your responsibility until it is received by Metrofone - the Royal Mail Special Delivery Service will insure the package against loss or damage in transit.
Questions about InsuranceTOP
Do I have to have insurance?
No you don’t but we highly recommend that you take insurance. We can provide you insurance that covers you for theft, accidental damage, water damage, and misuse of air time.

Remember if you have your phone stolen or it gets damaged you will still have to pay your line rental to the network for the time remaining on your contract.
What do I need to do, if my handset has been stolen?
You will need to contact the police to obtain a crime reference number within 24 hours of your handset being stolen. You will also need to bar your handset/line within 24 hours with your network. (See Useful Contact Numbers to obtain contact details). If you have insurance, contact WCS Insurance.
I want to make a claim for theft of my mobile phone.
You can either claim online at wcsinsurance.co.uk or request a claim form by calling Warranty and Creditor Services on (01256) 471387
What do I need to do, if my handset has been accidentally damaged or damaged by water?
If you have insurance, contact Warranty & Creditor Services as shown above.
If I cancel the insurance, do I have to return my phone?
No, the phone contract and the insurance contract are not linked, and therefore cancellation of the insurance does not directly affect the phone contract, but it does become effective immediately.
How can I cancel the insurance?
You have the right to cancel within 14 days.
Can I keep my number if I change Networks?TOP
Porting your number
Please note that Porting means that you are transferring your mobile number from one Network to another and therefore it is not possible to port your number on the same Network.

To keep your existing number is very straightforward – just complete the following steps:

1) Place your order with fonehouse.

2) Contact your existing network or service provider to request your PAC (Porting Authorisation Code). When you receive your new fonehouse package and it has been connected it will operate with a new number so that you can use your phone without having to wait for the port to be completed.

3) Contact your new network or service provider on the number below and quote the new number we have issued you, your existing number that you want to keep and the PAC.

4) Once porting has been complete, please update your account with your new network provider.

You can obtain the number for your provider from the Useful Numbers section.
Network CoverageTOP
Are there Network Coverage Problems in my area?
Metrofone does not have access to detailed information about network coverage or current problems with coverage. Please call your network on the number shown below.
 
PUK CodesTOP
PUK Code - What is it?
This is your “Personal Unblocking Key”. If your SIM card becomes “blocked” you will no longer be able to make or receive calls. To resolve this, you must contact your Mobile phone network who, once they have confirmed your identity, will supply you with the 8-digit code. Metrofone does not have access to this code, so please ring the Mobile phone network.

Don’t Guess! - 10 consecutive wrong attempts will permanently block the SIM. You will then need to obtain a new SIM card from your Mobile phone network, for which you may be charged. As well as costing you money this will have to be posted to you resulting in further inconvenience to you. You can obtain your PUK from your Mobile phone network. Their number is only our monthly bill, or can be found in the section entitled billing questions
Setting up and Using VoicemailTOP
How do I set up my voicemail?
Voicemail is set up and ready to use on all new handsets, though you may be asked to personalise it by recording a message when you first access the service. Voicemail is the best way of ensuring that you don’t miss any calls. Depending on the settings you choose, voicemail will answer calls when you can’t and allow callers to leave you messages.
How do I retrieve my voicemail?
Further details will be found in your phone manual.
How do I set up a “ Voicemail” message?
When you first access your voicemail, the recorded options menu should provide instructions as to how to record a voicemail message. Details will also be found in your phone manual.

For further information on this please refer to your handset and network user guide
Using MMS or Picture MessagingTOP
I can’t get MMS or picture messaging
You may have to adjust your options in the settings menu on your handset in order to activate your MMS functions. Full details of how to do this will be found in your phone manual.

If you are sent an MMS file, but your phone is not compatible, you will receive a text message containing the url of a website on which you can access the file. For further information on this please refer to your handset and network user guide.
CancellationTOP
I am coming to the end of my contract and want to upgrade my phone / tariff.
You can only upgrade your handset in the last 2 months of your contract. If you are within the last 2 months of your contract and wish to upgrade, please call us on 0800 130 0 343 0203 837 4691. Also note that if you take a new mobile deal with Metrofone you can, in most cases, keep your existing mobile number.
I have returned the mobile phone to you but I’m still receiving bills.
If the bill you have received is the first bill since returning your handset you can ignore it. Once the disconnection has been processed the mobile phone network will amend the bill. If you have received several bills since returning your handset, please contact us by calling 0333 900 1144 0203 837 4691  quoting your full name, mobile number & home postcode.
I have received my new mobile phone and want to return it
The equipment must be returned in a re-saleable condition with all box contents present. It is within 14 days from receipt of the phone and all the packaging and accessories are returned in their original condition.

Please note that you will be billed for any usage during this time.

To return your phone, please call 0333 900 1144 / 0203 837 4691 . You will receive a returns reference and the cost of the return must be paid by you.

Please parcel up and securely seal the entire phone package in its original condition. You have to inform us within 14 days of the original phone delivery date - we cannot disconnect the phone after that date and you will be liable for the full contract. The phone must be returned by Royal Mail Special Delivery as it covers the total value of the mobile phone package which is approximately £500. If you do not return the phone by Special Delivery and we do not receive it, we will be unable to cancel the Airtime Agreement and you will be liable for the line rental and any calls made for the minimum term of the contract.
Download the “ Cancelation form”

Please note that you will automatically receive 2 bills; please ignore the first bill (for line rental only). The 2nd adjusted bill will be for the time the phone has been connected which you must pay.
 
I have placed an order for a new mobile phone and wish to change it or cancel the order.
If the phone has already been dispatched it must first be returned to metrofone returns department within 14 days of receipt before we will cancel or change it. If the phone hasn’t been dispatched please call our customer service department on 0333 900 1144 0203 837 4691 to discuss your order. Please note that our opening hours are 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday (Closed Sunday)
Questions about Mobile Phone ExchangeTOP
How do I send my mobile phone back?
You wish to cancel you must call our customer service department on 0333 900 1144 0203 837 4691 to obtain a return reference, then return the phone by special delivery to our returns department. This must be done within 14 days from receipt of the phone. If the phone is faulty you have 30 days to return your phone to be exchanged for the exact model.

Questions about Mobile Phone Exchange
What happens to the phones handed in?
The used handsets are thoroughly checked by technicians to assess their condition. Those mobile phones in good working order are sent to areas around the world to be reused. If the mobile phones cannot be economically repaired, they can still be used for parts or recycled according to environmental requirements.

What is the definition of a mobile phone in full working order?
mobile phone in full working order means the phone is fully functional, i.e. the phone switches on and off, all the buttons on the keypad work, no display or water damage.
How do I know what model of mobile phone I have?
The model of the mobile phone is found on a barcode label under the battery on most models. Take out the battery and look carefully at the label alternatively you can use the search functionality and compare the picture of the mobile phone you have with the one on the screen.
What is “Water Damage”?
Any liquid that gets inside your phone will cause serious permanent damage. Sometimes a phone will continue to work after liquid has got in but more than likely it will stop working within 1 or 2 months. There are tell-tale indicators on some phones a lerting engineers to water damage.
How do I know whether my phone’s display is damaged?
There are two types of display damage that are inspected for. The first is if the display is cracked and it will look as though it is bleeding. The second is if the display is faint or patchy, so either the whole screen is difficult to read, or parts of the display are blank. In all of these cases MPX will have to replace the display which is a very expensive item.
MANUFACTURERSTOP
APPLE:
Customer service: 0800 048 0408
Technical support: 0800 107 6285
Website www.apple.com/uk/support
LG:
Customer service0344 847 5454
Website www.lge.co.uk

NOKIA:
Website: https://www.nokia.com/en_gb/phones/support#contact-us
SAMSUNG:
Customer service0330 726 7864
Website: http://www.samsung.com/uk/support/
SONY:
Customer service020 7365 2810
Phone Support: ‎+44 3705 237 237
Website: https://support.sonymobile.com/gb/contactUs/
 
Huawei:
Website: https://consumer.huawei.com/uk/contact-us/
HTC:
Website: https://www.htc.com/uk/support/
DORO:
Technical support call 0844 369 0107 Mon - Fri 8.30am - 4.30pm
Email: support.uk@doro.com
Motorola:
Customer Support: 03339-997-550 Mon - Fri 8:00 a.m. - 6:00 p.m
Website: https://mobilesupport.lenovo.com/uk/ek/tiles

Alcatel:
Hotline: +442074580026 From Monday To Friday 9am to 6pm

Network Service Providers

EE Customer Services

From EE mobile dial 150     Free during our opening hours* (25p per call on pay as you go)
From EE landline dial 07953 966 250   Please refer to the EE pricing guide for calling costs
From Another provider call 0800 079 8586 Check call charges with your provider
From abroad      dial +44 (0) 7953 966 250 Please check EE roaming charges for calling costs

Metrofone Registered office:
KTM Online Limited, 7 Treadway Tech Centre, Treadway Hill, Loudwater, High Wycombe, Bucks, HP10 9RS Telephone numbers 0333 900 1144 0203 837 4691  Opening Times: 09:00 – 20:00 Monday – Thursday, 09:00 – 18:00 Friday, 09:00 – 17:30 Saturday, Sunday: Closed, Bnak Holiday: Closed.

WCS Insurance
01256 471387 Hours: 9:00 to 17:00 Monday to Friday