Welcome to our customer service support section. here you will find answers to customers' frequently asked questions. Browse through the FAQ questions below, and click on the question which will take you to the answer.
Cashback Related Questions
How and when will my cashback be paid?
How do I claim my cashback?
How much will I receive?
How will I know when to claim?
Can I submit a bill that was downloaded from the internet ?
What do I need to send to claim?
What happens if I change my personal details?
What happens if I change my tariff?
What happens if I forget to send my claim on time?
What happens if my claim is not valid?
Why will it take up to 45 days to pay my claim?
General Pre-Sales Questions
Can I keep my existing number?
What is a PUK code?
Can you please explain the magic number concept to me again?
What happens if I'm not in when my parcel is delivered?
Proofs of ID
Why have I been asked to send in two proofs of I.D?
What two proofs of I.D do I need to send?
Where do I need to send them?
General Post-Sale Questions
Why can I not make calls with my new mobile?
How will I know whether you received my bill?
Why do the free texts that
I have been offered not reflect on the literature that you
have sent me?
I do not like the phone I have received how do I return it?
How long do I have to return my phone?
My phone is faulty what do I do?
My phone has developed a fault and I am outside if the initial 28 day period what should I do?
How and when will my cashback be paid?
We pay your cash back by a bank transfer.
We aim to process all payments within 21 days from receipt of a valid redemption bill but at times can take up to 45 days.
How do I claim my cashback?
You will need to send a copy of your redemption bill within 28 days of the billing date, for months 3, 6, 9 and 12 .You can either fax or email your claim and receive a same day confirmation.
Our fax numbers are 0871 220 4616 or 0871 220 8084.
Our email address is service@celltalk.co.uk
How much will I receive?
This will depend on the tariff that you are on as well as the line redemption offer that you are on. You can call 0871 220 4611 to obtain an exact figure.
How will I know when to claim?
In most instances you will claim on 4 occasions. You will need to send your 3rd, 6th,9th and 12th month’s redemption bills to us. We need to receive these bills within 28 days of the bill date.
Can I submit a bill that was downloaded from the internet?
You can submit a copy of your downloaded bill as long as it is within the 28 day period.
What do I need to send to claim?
You need to send the first page of your 3rd, 6th, 9th and 12th month bills. You will also need to send them within 28 days of the bill date. We advise that you either fax or email the bill to us. This will ensure that you receive confirmation of your actions.
What happens if I change my personal details?
You will need to contact us in the event of you changing your name. If you have already sent in your redemption bill you can call us on 0871 220 4611. If you have not sent in your bill as yet you can advise us of the said change in the form of a cover letter. In the event that you changed your address you need to contact both us and the network. You will have to contact the network so that the bills will be sent to the correct address and for us to ensure that we have quick access to your account in the event of a query. If you change your bank account, then you will have to contact the network to amend your direct debit details. You will also have to contact us so that we have the correct information to process your redemption.
What happens if I change my tariff?
We will not be able to process your claim if you change your tariff.
What happens if I forget to send my claim on time?
We will not be able to process your claim if you send in your bill after 28 days of your billing date.
What happens if my claim is not valid?
You will be contacted via email or a text message if there is a problem with your claim
Why will it take up to 45 days to pay my claim?
We do strive to pay your claim within 21 days. However there can be investigations that need to be done with the network to ensure that there are no outstanding balances or that you are still connected to the network. There can be certain delays in this process. For this reason we may need up to 45 days.
Can I keep my existing number?
You can transfer your existing number as long as you are changing to a different
network (i.e. from 3 to Orange for example). It doesn't matter whether you
are currently connected to a Pay As You Go or a contract package.
Providing you are outside your contractual obligations to your existing network
provider (usually a minimum of 12 months for contract packages), then you can
request a "Porting Authorization Code" (PAC) from the Customer Services Department
of your current network provider. A PAC reference is normally made up of 3 letters
and 6 numbers. Your current network provider should supply you with a PAC reference
normally within 2 working days of your request.
With regards to you upgrading your existing contract you will be able to keep your existing number. If you have to go onto prepaid from a contract you will need to cancel the contract and ask for that number to be put into Quarantine. You will then need to buy a new pay as you go sim card, register it and then ask for that number to transfer to that sim.
What is a PUK code?
The PUK (Pin Unblocking Key) is used to unblock a SIM. As a security feature to avoid brute force attacks on Sims, a SIM is blocked after three incorrect password entries in a row. Once it reaches this state, an eight-digit PUK is needed to unblock the SIM and allow it to be used on a GSM network again, although it can always be used for emergency calls, even in a blocked state.
A PUK is stored on the SIM and is known by the network operator. Although often included with documentation supplied when subscribing to a network, the PUK is generally unknown to the end user - some networks even take the step of monetizing PUK codes by offering access to them as a dedicated service. If a PUK code is entered 10 times incorrectly, the SIM must be returned to the operator for reactivation.
PUK1 and PUK2 are used to unblock PIN1 and PIN2 respectively. As PIN1 is the primary means of access to a handset, blocking PIN1 will block the entire handset until PUK1 is entered. Conversely, as PIN2 only manages restriction of a small set of features, the blocking of PIN2 will still allow normal operation of all handset functions apart from those that normally need a valid PIN2, which remain locked out until the PUK2 is entered.
Why can I not make calls with my new mobile?
Call 08700 079 2222 from a landline. Press option 1, option 2, and option 2 again quote mobile number on side of box or on the accompanying welcome pack. You will be asked two security questions e.g. post code or date of birth. Once this has been done then the mobile will be usable. This is called a transit bar and is on the mobile for security reasons.
How will I know whether you received my bill?
You will receive a text message within 24 hours of sending your bill via email or fax.
Why do the free texts that I have been offered not reflect on the literature that you have sent me?
You are definitely going to receive texts every month but due to the fact that these free texts is a part of a promotional deal from the network it would not reflect on the literature that was sent from Mobiles Direct.
Can you please explain the magic number concept to me again?
You can call Orange on 150 as soon as you are able to use your mobile and arrange with them to load a magic number. After every six months you will be able to add an additional number. Therefore at the end of the 18 months you will have a total of 4 magic numbers. This will however only apply to Orange customers. Once the magic number/s is installed you will be able to call that number at no charge.
What happens if I'm not in when my parcel is delivered?
If you are not in when the courier attempts to deliver your order they will leave a card for you with details of your parcel reference and a telephone contact number.
Once your parcel has been dispatched from our warehouse we cannot change the delivery destination address.
Why have I been asked to send in two proofs of I.D?
Sometimes the network will ask that we request two proofs of I.D from a customer before we can go ahead and connect a handset to their network, this is to confirm your identity and to avoid any fraudulent orders being placed.
What two proofs of I.D do I need to send?
The network may require 1 proof of address and 1 proof of signature.
Proof’s of Address need to be dated within the last 3 months. The networks will accept: A bank statement, utility bill or driving license. For a proof of signature the networks accept a U.K Passport, Driving license (If not used for proof of address), or a photocopy of the front and back of a credit/debit card clearly showing your name on the front and signature on the back.
Where do I need to send them?
You can fax them to 0871 714 2414 or email them to: service@talkingshopuk.co.uk
Please mark these for the attention of the Proofs Department.
I do not like the phone I have received how do I return it?
If you are unhappy with your phone or tariff please call our returns department on 0871 220 4613
How long do I have to return my phone?
You have 14 days to return a new number connection and 7 days to return an upgrade and pay as you go to contract connection.
Please refer to your terms and conditions for further details.
My phone is faulty what do I do?
This information only applies to Orange customers.
If you are within the initial 28 day period of your contract and your phone has developed a fault, you will need to call Orange customer services 150 from your handset or 07973 100 150 from a landline, select options 3, 2 & 2, this will take you through to an Orange customer service representative who will run a diagnostic check on the handset to determine whether or not the handset is faulty. If the handset is diagnosed as being faulty Orange will issue you with a fault code, you then need to call us with this fault code on 0871 220 7613 and we will organize for the return of the faulty phone and to send out a replacement.
My phone has developed a fault and I am outside if the initial 28 day period what should I do?
Your phone is covered with a 12 months manufacturer’s warrantee they cover your phone if any faults occur outside of the initial 28 day period but within the first 12 months of your contract please see below for manufacturers contact details:
| Nokia |
0845 054 54 54 |
| Motorola |
0870 901 055 |
| Sony Ericsson |
0870 523 72 73 |
| Panasonic |
0870 515 9159 |
| Samsung |
0870 242 0303 |
| LG |
0870 050 5123 |
| Siemens |
0845 740 0700 |
| Sanyo |
07923 246 363
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ClubMobile is part of TalkingShop and also provides the Customer Services for Mobiles Direct |
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