Customer Service

Customer Service Information

If you are calling about an existing order, please note that we will only be able to discuss an order if you are the account holder. In order to comply with the Data Protection Act we will ask you to answer some security questions before we discuss any element of your account with you. If you would like someone else to speak to us on your behalf you will need to answer these security questions before we can discuss the account with your nominated third party.

If you have any pre sales query or you'd like to discuss an order which hasn't been processed yet, please call our dedicated Sales team on 0871 521 1400 (all calls cost 10p per minute plus network charges).

Call Customer Service on 0871 522 3400 (all calls cost 10p per minute plus network charges).


Normal Operating Hours

Please bear in mind that our peak period is 9am - 10am. To save you having to queue, please call after this time


Customer Services


Monday to Friday

9am until 6pm (Tue 10am until 6pm)

9am until 8pm (Tue 10am until 8pm)



9:30am until 6pm




Bank Holidays

9:30am until 6pm

9:30am until 6pm


Calls to our customer service and cash back advisors are charged at 10p per minute from standard landlines. Calls from mobiles may vary so please check with your network provider. We also need to let you know that call charges are not refundable.

You can contact us free of charge by submitting your query using the 'Customer Query Form'.  You'll find this form byclicking here.  Please allow up to 5 working days for us to respond to your enquiry.

Your Questions Answered

Of course! We will be happy to discuss a specific deal or tariff and can offer impartial advice to help find the best deal for you. Simply call 0871 521 1400 and one of our friendly sales advisors will discuss your query with you in more detail. 

Please note: Charges for calls from landlines are 10 per minute and mobiles may vary,  please check with your network provider. Call charges are not refundable.


If you are nearing the end of your contract and would like to keep your existing mobile number and stay on the same network, there are many upgrade options available. We offer free handsets with a number of upgrade deals on Orange, O2 and Vodafone. Simply click here to browse our selection and find out how easy it is. Don't worry, if you're currently with T-Mobile or Three, you can still upgrade with us by calling 0871 521 1403. You can call this same number if you just want to speak to someone about what your options are and specific deals.

Please note: Charges for calls from landlines are 10p per minute and mobiles may vary.


Refurbished handsets are phones that have been sent out to new customers but returned under the 7 day money-back guarantee. Once returned they are fully inspected, tested and reboxed by qualified Carphone Warehouse engineers, then resold as 'Refurbished'. They will contain the handset, battery and manual only. Refurbished handsets allow us to offer even better deals to you, whilst still maintaining the high level of quality you'd expect from a new handset. © 2009-2019