1. How your order is processed?
2. Delivery queries
3. Network price plans
4. Problems with your handset
5. Personal details
6. Insurance
7. Using your phone abroad
If you have a query that isn’t covered by the
following questions please email
feedback@commsdirect.eu or call our Customer
Service Team on 0844 801 2004 who will be able
to assist you.
1. How your order is processed?
Once your order is processed, it is put forward
to the network for a credit check. If successful,
your new handset will be dispatched and will
arrive with you within approximately 3–5 days.
You will have been charged a non refundable
administration fee of £19.99. This would have
been taken at the point of sale.
2. Delivery queries
When will my phone arrive?
Your new handset will have been sent by DPD Courier service. Your order should take
3 – 5 days
from the date of order. However,
if you don't hear from us within 5 days, please
contact Customer Services on 0844 801 2004.
What happens if I miss the delivery?
If you miss the delivery, a calling card will be left
by the courier, it will have the details on the card
to enable you to rearrange delivery.
What happens if I change my mind about the order?
CommsDirect offer a 7 day peace of
mind guarantee to all our customers. If you
change your mind during this time, please call
our Customer Care team on 0844 801 2004,
within 7 days of the original delivery. We will
then advise you of the procedures you will
need to follow in order to return the handset.
If it is returned unused within 14 days, your
contract will be cancelled .Please note, any
usage of the sim to make calls, texts or data
use will bind you to the contract. You
must
return your handset within 14 days of
receiving it or the network will not accept
cancellation and the contract will stand.
I don’t like the handset, can I change it?
You have a 7 day peace of mind guarantee during
which time you can contact us to discuss an
exchange of handset. However please note, any
usage of the sim to make calls, texts or data use
will bind you to the contract If you choose to
return the
original phone to us, this must be
done within
14 days or we will be unable to offer any exchanges.
Can I upgrade my phone?
Yes! Depending on the length of your contract,
(either 12 or 18 months), you can contact us on 0844 801 2004 so
we can give you the best advice regarding your
upgrade.
I want to change my tariff but I am still in contract
– what can I do?
You may be able to change your tariff with your network.
However, this may be subject to a fee – please
contact your network provider for further help
and advice. However, you can upgrade your tariff
at any point during your contract.
How much does it cost to call other mobile networks
and send SMS messages?
Each network sets a number of different tariffs and
your call charges will depend on the tariff you have
chosen. To view the tariff information, please click
on the following links.
3 Network Price Plans
Lost or stolen handset – who do I contact?
If your handset has been lost or stolen, you MUST
contact your network provider immediately to
ensure no unauthorized calls are made. Please
refer to Section 6 – Insurance and see also
Important Numbers at the end of the FAQs section.
4. Problems with your handset
I can’t make /receive calls?
Have you dropped or damaged the handset in any
way? If so, please refer to the section on this
website entitled “my phone seems to have a fault”
in Section 4.
Have you paid your invoices? Please contact your
billing company to check this. Please refer to
“Billing Questions” section for more details.
Have you contacted the network for outages in your
area? Please contact your network provider to check
this.
I can't get Multimedia Messaging Service (MMS) or
picture messaging.
These are functions put on by the network. They can
do this by sending a SIM update for your handset –
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.
Voice mail
How do I set up my voice mail?
Voice mail is set up and ready to use on all handsets.
You can personalise it by recording a message when
you access the service. If you have problems with
your voicemail, please contact your network provider.
How do I retrieve my voice mail?
To retrieve voice mail messages:
3 – dial 123
Further details can be found in your phone manual.
My new phone seems to have a fault
If you believe your phone has developed a fault,
please try the following before contacting the network:
Make sure that the phone is fully charged. Charge the handset for a couple of hours and ensure charge
indicator is working. It is best to charge the phone
when it is switched off.
Make sure the battery is fitted correctly – take it off
and replace it, if necessary.
Have you inserted the SIM card? (This has a small
chip with gold contacts.) Please check that it has
been inserted correctly?
Is there a problem with coverage in your area?
Try using your handset outside. Some metal framed
buildings can cause problems with signals.
If you can, try your SIM card in another mobile phone
such as a friend’s or family members. They will need
to be using the same network as you. If your SIM card doesn't work in the other phone, try their SIM card in
yours. This will help to determine if the fault is with
your phone or your SIM card.
If none of the above help with your handset problem,
please call our Customer Service team on
0844 801 2004 so that we can advise you further.
I have lost/damaged my SIM card
You will need to purchase a new SIM card from your network. Please see “Important Numbers” at the end
of this section.
5. Personal details
How do I change my personal details? E.g. change
of address, name, and bank details?
Please contact our Customer Service team on
0844 801 2004 so we can update your details.
You will also need to contact your network provider
and insurance provider Sheraton Services
(if applicable) to advise them of the same changes.
Also see the “Important Numbers” at the end of the
FAQs section.
6. Insurance
Do I need insurance?
Your handset is a valuable piece of equipment
and mobile phone theft and damage is running
at an extremely high level across the UK. Therefore,
we offer 1 month’s free insurance on all of our
handsets. Insurance cover is provided by Sheraton
Services and is underwritten by Lloyds of London.
After this free period is over, the cost to continue
this cover is £6.99 a month, per handset, which will
be taken by Direct Debit. If Sheraton Services are
unable to set up a Direct Debit instruction with your
bank, or you cancel the Direct Debit, your policy
will be cancelled immediately. Once cancelled,
the policy cannot be reinstated.
Any questions regarding the set up of your
insurance will need to be directed to Sheraton
Services on 01789 451 700.
How do I make a claim for theft of my handset?
To claim under your insurance please note the
following:
1. Phone your network within 24 hours of discovery
of the theft to stop calls being made from your phone.
2. Report the theft to the appropriate police authority
within 24 hours of discovery and obtain a crime
reference number. Make a note of the police station
details.
3. Phone Sheraton Services on 01789 451 713 within
4 days of discovery and you will be sent a claim form.
4. Complete the claim form fully and return to the
Sheraton Services, together with a cheque or postal
order for the excess amount.
If your claim is covered under the policy, you will be
sent a replacement handset.
How do I claim for accidental damage?
Phone Sheraton Services on 01789 451 713. You will
be sent a claim form which needs to be completed
fully and returned to the administrator along with
a cheque or postal order for the excess amount.
Please make sure you remove the SIM card before
returning the handset.
Sheraton Services will arrange for a courier to
collect your handset for delivery to their repair
centre. Once the handset has been repaired,
it will be returned to you by courier.
If I purchase a second handset, will I need a
separate cover?
Yes – the cover provided only covers one handset.
For each handset a separate policy is required.
However, all of our handsets are automatically
covered by one months free insurance with the
same conditions as above.
How do I recommend a friend?
Please contact us on our Customer Service
line 0844 801 2004, where one of our dedicated
advisors will be happy to help you. If your
friend is successful with their new contract
and does not cancel within the relevant
cancellation period, you will benefit from
an extra months line rental refund.
7. Using your phone abroad
If you have any questions regarding international
usage, please contact your network provider
who will also arrange international roaming.
IMPORTANT CONTACT NUMBERS
CommsDirect Customer Services 0844 201 2004
Sheraton Services General queries 01789 451 700
Claims 01789 451 713
3 Customer Services From handset dial
333 or 0870 733 0333
