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Our Help section contains answers to the most frequently asked questions, so please check if your question can be answered here before contacting us.
If you still require help, please contact our Customer Services team on 0870 950 0044 or email us here.
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0044 Freedom Pay-Monthly FAQs
Summary
Answers to our Freedom Pay-Monthly customers most frequently asked questions.
- Why should I get a Pay-Monthly SIM card from 0044 rather than another UK network?
- What numbers can I call with my inclusive minutes?
- Do the inclusive minutes and SMS roll over?
- Can I receive unlimited free calls in Europe?
- When do I receive my bill?
- What billing increments are used?
- What happens if the SIM card is stolen?
- What is the minimum rental period?
- How do I cancel the rental contract?
- Do you deliver outside the UK?
- When will I receive delivery of my order?
- How do I keep my existing mobile number?
- Do I need to provide you with any proofs?
- Which credit reference agency records does 0044 search?
- Do other companies have sight of these searches?
- Are records of these searches kept?
- Do other companies have sight of these searches?
- What if I am declined service?
- How can I get a copy of my credit reference records?
Why should I get a Pay-Monthly SIM card from 0044 rather than another UK network?
There are several reasons.
- We have created this tariff uniquely for our customers it means that it is not available anywhere else.
- We are contactable. Unlike most UK networks we like to communicate with our customers. You can contact us 24/7 via email or phone.
- We want to save you money. If our bill analysis shows that you would be better suited to an alternative tariff we will recommend it to you.
What numbers can I call with my inclusive minutes?
The inclusive minutes can be used for any UK mobile network and UK Fixed Lines and excludes 07744, 07755, 0871 and premium rate numbers. Applies to use in the UK only. Numbers prefixed with 08 are not included in your allowance. Inclusive minutes can be used at anytime. If your inclusive minute allowance runs out during a call, we will charge you for the remainder of that call.
Do the inclusive minutes and SMS roll over?
Your inclusive minutes allowance (shown on your bill as ‘inclusive time’ or ‘allowance’) is the number of inclusive minutes included in your monthly plan. Your inclusive minutes and SMS will rollover for one month. Hence, unused inclusive minutes and SMS from one monthly billing period are ‘rolled over’ for use during the next monthly billing period.
Can I receive unlimited free calls in Europe?
To ensure the provision of a quality service to all our customers and to ensure that the behavior of some does not disadvantage the majority of our customers the number of free incoming calls whilst in Europe is limited to 1000 minutes per month.
When do I receive my bill?
When you join you should be sent your first bill within 2 weeks of becoming a customer. Your first month’s charge and inclusive minutes allowance will be proportionate to the number of days from your date of joining to the date of the bill. All monthly charges and inclusive minute allowances will be proportionate to part months used, except where this would conflict with any other clause of the agreement.
What billing increments are used?
Per second charging applies to all types of chargeable calls (unless otherwise stated). Charging starts when a call is answered by a person or an answering device. The call is billed at the rate applicable at the start of the call and is charged in pence per minute rounded up to the nearest penny.
A text message consists of up to 160 characters. If you send a longer message, you will be charged for two or more text messages as appropriate.
What happens if the SIM card is stolen?
If your SIM card becomes lost or stolen please contact O2 immediately. You will be responsible for all usage until the time that you notify O2, therefore it is crucial that you contact them. O2 can be contacted 24/7 365 days a year on: 08705 214000. Once you have contacted O2 they will instantly block your SIM card.
What is the minimum rental period?
The minimum rental period is 24 months. Once the contract period has expired you can cancel the contract with immediate effect. However, we hope that you will have been impressed with our service and will resign for another year.
How do I cancel the rental contract?
If you choose to cancel the contract prior to its completion you must pay the line rental for the remaining months.
Do you deliver outside the UK?
This service is only available to UK residents. Unfortunately we can not deliver outside of the UK.
Delivery
When will I receive delivery of my order?
You should receive your delivery within 5 working days of ordering. After this time period, if you need to confirm your order has been dispatched please call 01926 332153 or email us.
How do I Keep my existing mobile number?
Keep your current phone number - we've made it easy!
- Call your current mobile operator and request your PAC code. They should provide this there and then under OfCom regulations.
- Confirm that you want to keep your existing number when asked in the checkout process of the website.
- Your existing number will be applied to your new O2 Sim before it is sent to you.
Customer care numbers
Vodafone - 0871 074 6464
Orange - 07973 100 345
T Mobile - 0845 412 2222
Three - 08707 330 333
Order Process
Do I need to provide you with any proofs?
Yes, you need to provide certain information to us during the sign up process including proof of your address and identity. In addition, if we have a query during your sign up process we will ask you to provide actual proofs. If you get asked for this, we'll hold your order until we receive your information.
Credit Assessment Information
Which credit reference agency records does 0044 search?
Generally, O2 uses a company called Experian to perform credit searches on behalf of 0044.
Do you conduct any other searches?
We may also carry out identity and anti fraud checks with fraud prevention agencies.
Are records of these searches kept?
Yes records of the credit and other searches we make are kept. In addition, if you give us false or inaccurate information and we suspect fraud, we will record this. Details of how you conduct your account may also be disclosed to these agencies.
Do other companies have sight of these searches?
The information may be used by us and other parties in assessing applications for and making decisions about credit, credit related services and insurance (including motor, household credit, life and other insurances and claims) from you and members of your household and for debt tracing, debt recovery, credit management and crime, fraud and money laundering detection and prevention. Information may be used by us and other parties for checking your identity, statistical analysis about credit, insurance, fraud and to manage your account and insurance policies. We may also perform subsequent searches for the purpose of risk assessment, debt collection and fraud prevention with one or more credit reference agencies and/or fraud prevention agencies whilst you retain a financial obligation to us.
What if I am declined service?
If our assessment of your application doesn’t meet our normal standards then we reserve the right to decline your application for service.
If you believe our automated credit assessment of you is incorrect, let us know and we will review your eligibility. You will need to obtain a copy of your credit file from the relevant credit reference agency and send it with a covering letter to our address.
How can I get a copy of my credit reference records?
Experian will be able to provide you with a copy. They may charge a fee for this.
Please contact:
Experian Ltd
Consumer Help Service
PO Box 8000
Nottingham
NG80 7WF