FAQs

With years of knowledge and experience within the telecoms sector we pride ourselves on the ability to answer tricky industry questions. Here is a list of the most common questions we’re asked with the addition of a few helpful downloads.

General FAQs

Why can’t I access my voicemail when abroad?

To access voicemail abroad, you will need to set up a security Pin before you leave the UK. 1. Call your voicemail. 2. Choose security option 3. Set PIN and save. Then you are good to go.

What is a PAC code?

A PAC code (porting authorisation code), allows you to transfer your existing mobile phone number from one mobile phone network provider to another mobile phone provider.

How do I get my PAC code?

Most network providers will give you your PAC code when you request it from their customer service team and, depending on your network provider, this can take anywhere from 24 hours to a week to obtain. It is important to remember that after requesting your PAC code, your contract will expire 30 days later, as will the PAC code itself.

If you are a Vodafone Customer, please contact us and we will be able to obtain your PAC Code for you.

What are the time scales to swap a SIM?

Vodafone requires 15-20 mins for activation and EE/O2 require 2-25 hours.

Do I need to activate my phone to use it abroad?

We don’t normally bar anyone from using their phone or device abroad – so if we haven’t told you there’s a bar in place you should be fine.

How do I move my number to a new network?

Generally, all the networks have the same porting procedure and you can normally specify when you’d like the swap/port to take place, for more information see PAC Codes.

How do I unlock my phone to another network?

For Vodafone & EE customer please contact us to unlock your devices. For O2 customers you can request this directly from O2 customer services or directly from the O2 website. To unlock your handset, please provide us with: Mobile No, Handset Model and IMEI. Contact us on 0344 8464 222.

How long is my manufacturer warranty?

All Apple products have a 1-year manufacturer’s warranty. Samsung, HTC and all other manufacturers have offer a 2-year manufacturer’s warranty. Huawei Products have a 3-year warranty. Please Contact us on 0344 8464 222 for any exchange requests.

Why is my bill high?

Please check your bill for:

  • Excessive use of data
  • Roaming (abroad)
  • Calling international numbers
  • Out of Bundle Usage.
  • 084 or 087 Calls.

These can all cause you to incur a high bill. For all online or general billing enquiries, please contact us.

Why is my first bill so high?
You can do this by:

  • It is standard practice across all networks to charge the first two months of bills in your first bill.
  • This usually occurs due to most contracts being taken out in the middle of a month, and charges starting from the first of each month.
How do I access my bills?

You can do this by:

  • You will need to register at the following links:

iPhone FAQs

How do I setup my new iPhone?

Sign in with your Apple ID on a new device.

Your Apple ID is the account you use to access all Apple services—and you only need one to sign in everywhere.

If you use Apple services like the iTunes & App Stores, Apple Music, iCloud, iMessage, and FaceTime, then you already have an Apple ID and don’t need to create a new one. For more detailed information click here

Why doesn’t my iPhone switch on?

Your device might have a frozen screen that doesn’t respond when you touch it or press buttons. Or maybe your device begins to turn on, but gets stuck during start-up. These steps can help – click here.

How do I erase all the information on my iPhone / iPad?

You might need to enter your passcode and Apple ID password before you erase all content and settings. To erase your iPhone, iPad, or iPod touch, tap Settings > General > Reset > Erase All Content and Settings. Another thing to note is that if you have entered a “restrictions passcode” in the past, then it will be necessary to enter that too when prompted.
Make an iCloud backup

  • Connect your previous device to the Internet with Wi-Fi.
  • Go to Settings > iCloud > Backup.
  • Make sure that iCloud Backup is turned on.
  • Tap Back Up Now.
  • Stay connected to Wi-Fi until the process finishes.
How do I transfer content from my previous IOS device to my new iPhone?

Make an iCloud backup

  • Connect your previous device to the Internet with Wi-Fi.
  • Go to Settings > iCloud > Backup.
  • Make sure that iCloud Backup is turned on.
  • Tap Back Up Now.
  • Stay connected to Wi-Fi until the process finishes.

Then use the following steps here to transfer your iCloud/iTunes backup to your new device.

How do I update the IOS software on your iPhone, iPad wirelessly or using iTunes?

You can update your iPhone, iPad, or iPod touch to the latest version of iOS wirelessly. If you can’t see the update on your device, you can update manually using iTunes. You can update directly from your phone following these steps:

  • First click on Settings.
  • Then click General.
  • Then click Update.
  • Then click Download/Update now.

Depending on your network connection, the time needed to update will vary.

How to insert a Sim card?
Before you can use your phone, you need to insert your SIM. Remove the SIM holder located on the right-hand side of the device:

  • Find the opener for the SIM holder. The opener is attached to the cover containing the papers that come with your phone.
  • Insert the opener into the small hole in the SIM holder.
  • Remove the SIM holder fromyour phone.

Insert SIM:

  • Turn your SIM so the angled corner of the SIM matches the angled corner of the SIM holder.
  • Slide the SIM holder into your phone.
How do I select a network when roaming?

There are times when you will have to select a network manually to ensure connectivity, you can do this by:

  • Go to Settings.
  • Go to Mobile Data.
  • Click on the Switch that says Data Roaming.
  • Click on Mobile Networks and Select a network.

Android FAQs

What can I do to manage my mobile data usage?

You can do a number of things to manage your mobile data usage. This is one feature that is commonly used by android users in order to ensure they don’t exceed their data allowance. Your options are comprised of the following:

  • Switching off mobile data when it isn’t being used.
  • Setting data caps via your mobile phone.
  • Monitoring data usage, based on app usage and browser usage.

For further details, please click here.

How do I connect to a WiFi network?

You can use Wi-Fi as an alternative to the mobile network when establishing an internet connection. This way your phone doesn’t use mobile data.

To find “Wi-Fi”:

  • Press Settings.
  • Press Wi-Fi.
  • Turn on Wi-Fi.
  • Press the indicator next to “Wi-Fi” to turn on the function.
  • Connect to a Wi-Fi network.
  • Press the required Wi-Fi network.
  • Press Passwordand key in the password for the Wi-Fi network.
  • Press Join.
  • *You can get the password from the network provider or administrator.
  • Return to the home screen.
  • Press the Home key to return to the home screen.
How do I turn mobile data roaming on an Android device?

You can limit your data usage when abroad by turning off data roaming.

You’ll then not be able to access the internet using the mobile network when abroad. You can still use Wi-Fi even though data roaming is turned off. Remember, you need to turn on mobile data.

To find “Mobile networks”:

  • Slide your finger down the display starting from the top edge of your phone.
  • Press the settings icon.
  • Press Mobile networks.
  • To turn data roaming on or off.
  • Press Data roaming to turn the function on or off.
  • If you turn on data roaming: Press OK to confirm.
How do I restart my phone or boot into recovery mode?

If your phone is slow or freezes, it might help to restart it.

Restart your phone:

  • Turn off your phone (sometimes this requires the power button to be held until it powers off.)
  • Wait for 10-15 seconds.
  • Turn on your phone again.

To boot into recovery mode, make sure that the device is powered off, then follow these instructions:

  • Hold the Volume Up Key and Power button simultaneously (for Samsung Galaxy devices, hold Volume Up + Home Key + Power Button).
  • Hold the button combination until you see the word Start (or Stock Android logo).
How do I select a network when roaming?
You can manually select a network when roaming. Whilst a lot of this is automated usually, it is sometimes necessary to select your network manually to ensure connectivity.

You can do this by:

  • Go to Settings.
  • Go to Connections.
  • Go to Mobile Networks.
  • Click on the switch that says “Data Roaming”.
  • Click on Mobile Operators.
  • Select an Operator.
How can I extend my battery life on my android device?

If your phone’s battery life is shorter than expected, follow this guide to solve the problem:

  • Bluetooth is turned on
    Turn off Bluetooth.
  • You have running applications
    End one or more running applications.
  • The display brightness is set too high
    Lower the brightness.
  • GPS is turned on
    Turn off GPS.
  • Mobile data is turned on
    Turn off mobile data.
  • Wi-Fi is turned on
    Turn off Wi-Fi.
  • Question: I can’t turn on my Android Device?
    If you can’t turn on your phone, there may be several causes of the problem.
  • Your phone isn’t assembled correctly
    See how to assemble the phone.
  • Your phone doesn’t turn on correctly
    See how to turn on the phone.
  • Question: Why isn’t the touch screen responding on my android device?
    If the touch screen doesn’t respond, follow this guide to solve the problem.
  • The screen lock is turned on
    Turn off the screen lock.
How do I set up my Android device and use it as a Wi-Fi hotspot?

When you use your phone as a Wi-Fi hotspot, you can share your phone’s internet connection with other devices via Wi-Fi, learn more here.

How do I pair a bluetooth device to my Android device?

Bluetooth is a wireless connection which can be used to transfer files between two devices or to establish a connection to other devices, such as a wireless headset or keypad. Learn how to pair a device here.

How do I find the IMEI, model number, and other identifying identification for my Samsung Galaxy device if I can’t remove the battery?
An IMEI or International Mobile Equipment Identity number is a 15 or 17- digit unique number which is used to identify mobile devices.

You are able to find the IMEI using the following methods:

  • Go to settings:
    • Click About device.
    • Click IMEI Information.
  • The back of the device:
    • On modern galaxy(and most android devices) the IMEI is printed on the back of the device.
Follow the below steps to find out more about the identifiers of the device:

Answer:

  • Tap Apps.
  • Tap Settings.
  • Tap About Device. You may need to scroll down a little.
  • Tap About Device screen will show you information such as model number and Android version.
  • Tap Status to find out information such as mobile number, IMEI and network.

WiFi

How do I login to my router?
  • You will want to Open your Browser.
  • Navigate to 192.168.0.1.
  • Enter the Username: admin.
  • Enter the Password: 1234.
How do I change my Wifi Password?
  • Once Logged in, navigate to Maintenance.
  • Click Administration.
  • Click Administrator.
  • Click New Password.
  • Enter your new password.
  • Click Save.
How do I factory reset my router?
  • On the back of the router, there is a small hole with the word reset on top of it.
  • Take a needle, and hold that button down for 10 seconds.
  • This will bring it back to factory defaults.

One Net

The calls on my line keep dropping, how do I fix this?
  • Please check for any cabling issues on the premises first.
  • Try to use a new ethernet cable to connect to the phone, as the current one may be damaged.
  • If these do not work, please plug the phone into the switch and perform a factory reset.
What does it mean when you say PoE?
  • This stands for Power Over Ethernet.
  • This means that the phone will be powered on using an ethernet connection, and will not require any additional power supplies to work.
  • Please note that this is provided that there is a One Net switch onsite.
Can we use the phones without a switch?
  • Yes you can, you will need to order a separate power supply unit from ourselves, which you can then use to power the phone.
  • The ethernet connection will then be supplied by your broadband. This will provide the necessary network connection to operate correctly.
  • This is a popular choice for those who wish to work from home.

NFON

Can I use my Smartphone with my Extension?
  • Yes, NFON provides a smartphone app dedicated to doing this.
  • This is available on both Android and iOS.
If we have multiple company numbers, can we assign ID’s to them to know where someone is calling from?
  • Yes you can. Each Company Number can be given a unique username.
  • When someone calls in on a given number, the name of the Company number will show on your device.
Why does Call Waiting not work when a phone is part of a group?
You can do this by:

  • The incoming calls in a group take priority in this instance.
  • Call waiting will work when calling individual lines.
Can we manage our phones through a portal?
  • All changes to the phone system have to be made by us.
  • NFON have not created a customer portal as of yet.
How long does it take for any changes to go through?
  • Most configurations take around 15 mins to setup on our end.
  • However once the configurations are setup, the application is instant.

VSDM

Where do I access the portal?

You can do this by:

  • The Portal can be accessed at mdm.vodafone.co.uk.
  • You will be given a username and password by ourselves.
A device says it hasn’t synced for a period of time, what does this mean?
  • VSDM forces devices to sync periodically with the system.
  • The instances where this doesn’t occur is:
    • If Internet access is unavailable.
    • If the phone is switched off for a period of time.
    • If Mobile data has run out on the network end.
How long does it take for changes on the VSDM console to take effect on the devices?
  • If the phone isn’t having connectivity problems, and has battery, it takes up to 20 mins.
  • Depending on their internet connection, this can sometimes take longer.
What devices is VSDM Compatible with?
  • VSDM is compatible with the following:
    • Android.
    • iOS.
    • Blackberry.
    • Windows.
    • Mac OSX.
  • Please note that level of functionality can vary from package to package.