Useful information
Problems with your mobile phone, tariff or contract
If you’ve gone through the company’s formal complaint process and your concerns still aren’t resolved, the next thing to try is the company’s Alternative Dispute Resolution (or ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company is in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation. You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.
Customer Service numbers for the main network providers:
• Orange: 150 from your mobile, or 07973 100 150
• o2: 08702 410 202 (contract customers) or 08705 678 678 (prepay)
• Vodafone: 191 from your mobile phone or 07836 191 191
• T-mobile: 150 from your mobile, or 0845 412 5000
• Virgin Mobile: 789 from your mobile, or 0845 6000 789
• Three: 333 from your mobile, or 08707 330330
• Tesco Mobile: 0870 900 4455
Lost or stolen mobile?
You should always keep a note of your handset serial number just in case you lose your phone. This can be used to bar your phone quickly, and to enable the police to trace a stolen phone. If you lose your handset, you need to contact your service provider and the police. Your provider will bar both the mobile phone and the SIM, so that both are useless to anyone that tries to use either. A useful number to call for any UK network if your mobile is lost or stolen is 08701 123 123.
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