By Find out how to contact your UK mobile network for a range of issues like billing, coverage, lost & stolen, leaving the network or making a complaint.
In the UK, you’ll occasionally need to contact your mobile network. This might be to discuss billing and coverage issues, or it might be to report your phone or SIM card as lost or stolen. You may also need to contact your mobile network if you’d like to move your number to another provider, if you want to end your mobile contract or if you’d like to make a complaint about the service.
The following table shows information about how you can contact your mobile network. For each network, we’ve provided the customer support phone number along with opening hours for the service and a link back to the official website. Below, we’ve also provided some additional information which should help you when making some common enquiries.
| Mobile Network | Contact Telephone Number | Opening Times | ||||||
|---|---|---|---|---|---|---|---|---|
| 1pMobile | 03333 442278 from your 1pMobile handset ✓ Live webchat is also available at 1pmobile.com |
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| ASDA Mobile | 2732 from your ASDA handset ✓ Live webchat is also available at asda.com |
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| BT Mobile | 150 from your BT handset ✓ Live webchat is also available at bt.com |
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| EE | 150 from your EE handset ✓ Live webchat is also available at ee.co.uk |
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| giffgaff | giffgaff only offers online support. |
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| Honest Mobile | Honest Mobile only offers online support. ✓ Live webchat is also available at honestmobile.co.uk |
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| iD Mobile | 7777 from your iD handset |
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| IQ Mobile | 0115 838 1580 from your IQ handset |
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| Lebara Mobile | 5588 from your Lebara handset |
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| Lycamobile | 322 from your Lycamobile handset |
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| O2 | Pay Monthly: 202 from your O2 handset Pay As You Go: 4445 from your O2 handset ✓ Live webchat is also available at o2.co.uk |
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| Orange | Pay Monthly: 150 from your Orange handset Pay As You Go: 450 from your Orange handset ✓ Live webchat is also available at ee.co.uk |
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| Plusnet Mobile | 500 from your Plusnet handset ✓ Live webchat is also available at plus.net |
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| RWG Mobile | 01633 386 486 from your RWG handset |
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| Sky Mobile | 03300 412 524 from your Sky handset ✓ Live webchat is also available at sky.com |
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| Smarty | Smarty only offers online support. ✓ Live webchat is also available at smarty.co.uk |
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| Superdrug Mobile | Superdrug Mobile only offers online support. ✓ Live webchat is also available at superdrugmobile.com |
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| T-Mobile | 150 from your T-Mobile handset ✓ Live webchat is also available at ee.co.uk |
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| Talk Home | 579 from your Talk Home handset ✓ Live webchat is also available at talkhome.co.uk |
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| Talkmobile | 5888 from your Talkmobile handset ✓ Live webchat is also available at talkmobile.co.uk |
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| TalkTalk Mobile | 2883 from your TalkTalk handset ✓ Live webchat is also available at talktalk.co.uk |
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| Tesco Mobile | 4455 from your Tesco handset ✓ Live webchat is also available at tescomobile.com |
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| Three | 333 from your Three handset ✓ Live webchat is also available at three.co.uk |
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| Utility Warehouse | 150 from your Utility Warehouse handset |
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| Vectone Mobile | 322 from your Vectone handset |
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| Virgin Mobile | 789 from your Virgin handset ✓ Live webchat is also available at virginmedia.com |
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| Vodafone | 191 from your Vodafone handset ✓ Live webchat is also available at vodafone.co.uk |
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| VOXI | 191 from your VOXI handset ✓ Live webchat is also available at voxi.co.uk |
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| Your Co-op Mobile | 500 from your Your Co-op handset |
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1 An extended service costing 50p/call is available between 8pm-10pm on weekdays.
2 An extended service costing 50p/call is available between 6pm-8pm on the weekend.
Below, we’ve provided some useful information for some common enquiries you may need to make with your mobile network.
Contents
Billing Issues
If you have a question about your bill or if you think it’s incorrect, you should contact your mobile network directly using the instructions above.
If you’d like to check on the status of your payments or if you’d like to change to a different payment method, it might be possible to do this through your online account area (e.g. through My EE, My O2, My3, My Vodafone, etc).
Coverage Issues
If you’re having problems getting coverage on your phone, it’s worth checking your mobile network’s online coverage map.
If it’s a temporary issue, there might be some maintenance work on your local phone mast. You can check for known service issues in your area on the EE, O2, Three and Vodafone websites.
The following table shows where you can find an online coverage map for each UK mobile network. It also shows you the underlying coverage provider for each network (for temporary issues, you should check on the coverage provider’s website to see if there’s any maintenance or known issues in your area).
1 4G home broadband only. Also available with O2 coverage in certain areas or by request.
2 TalkTalk Mobile closed to new customers in April 2017.
3 As of July 2022, new customers joining Virgin Mobile will receive O2 coverage. Some existing Virgin Mobile customers may receive coverage from Vodafone.
Lost or Stolen
If your mobile phone has become lost or stolen, you might be able to find it either on the Find my iPhone service or on Android Device Manager.
You should contact your mobile network as soon as possible if either your mobile phone or SIM card have become lost or stolen. Your phone can be blacklisted from all UK mobile networks so nobody else will be able to use it (when calling up, you should have your handset’s IMEI number to hand).
Your SIM card can also be blocked from the mobile network. This will prevent additional charges from being run up on your account. You may still be liable for any charges up to the time when you inform your mobile network so it’s highly recommended you let them know as quickly as possible.
Transferring Your Phone Number
If you’d like to transfer to your mobile phone number to another network, you’ll need to contact your current network to request a PAC Code. For step-by-step instructions on how to do this, please select your current mobile network followed by the mobile network you’re joining:
For more information, see our in-depth article on how to transfer your phone number between networks.
Ending Your Contract
To end your Pay Monthly contract, you’ll normally need to contact your mobile network to do this. If you cancel your contract during the minimum initial term, there will normally be an early termination fee to pay for this. Otherwise, you’ll normally need to give 30 days notice (so your mobile network may continue charging you for another 30 days after you call up to end the contract).
If you’d also like to transfer your mobile number over to another network, you should request a PAC Code at the same time when you call up.
If you’re a Pay As You Go customer, there’s no need to call up to cancel your service. You can simply stop using the service, but no refunds are possible for the money you’ve already topped up to your account. Normally, your Pay As You Go service will continue to remain active for a certain amount of time after you stop using it (typically about 6 months but this can vary between 84 days and 360 days).
Complaints
If you’d like to complain about your mobile phone network, you should contact them using the phone number listed above. It can also be worthwhile making your complaint in writing, so as to leave a paper record of it. Resolver.co.uk is a tool from Money Saving Expert that can help you with making a written complaint. Alternatively, you can send your complaint directly to the company, either by e-mail or by post.
Once you’ve made a complaint to your mobile phone network, they should handle it in accordance with their published code of practice. If you aren’t happy with how the complaint has been dealt with, you can then refer this to the relevant ADR (the independent ‘Alternative Dispute Resolution Scheme’).
Before you’re able to refer your complaint to an ADR, you’ll need a ‘deadlock letter’ for your mobile provider (this will state that you were unable to reach a resolution with them). Alternatively, you can complain to the ADR if more than eight weeks have passed since your initial complaint.
The following table shows the relevant code of practice and ADR scheme for each UK mobile network:
If you have any questions about complaining to your mobile network, please see the Ofcom website. You can also get independent advice from the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards.
More Information
For all support enquiries, including for the topics listed above, you should contact your mobile network for more information.
If you’re looking for general information about mobile phones in the UK, Ken’s Tech Tips is an independent website with information on how mobile technology works, a comparison of the best value deals, an in-depth review of most mobile networks and information on how to change your mobile network or handset.
Ian said:
As of 1 October 2018, new Ofcom regulations require all telecoms providers to have all three of the following contact methods for dealing with complaints:
– a telephone number starting 01, 02, 03 or 080,
– an email address or web contact form, and
– a postal address.
The details must be advertised prominently. A number of providers do not appear to have complied.