1. How your order is processed?

2. Delivery queries

3. General Queries

4. Problems with your handset

5. Personal details

6. Insurance

7. Cash back & Redemptions

8. Using your phone abroad

If you have a query that isn’t covered by the
following questions please email
feedback@cdleurope.com or call our Customer
Service Team on 0870 950 0785 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 will be
taken using the credit card details you gave us
when we set up your contract. You will be notified
in writing of the date this amount is due to come
out of your account.

2. Delivery queries

When will my phone arrive?

Your new handset will have been sent by Royal
Mail Special Delivery. 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 0870 950 0785.

What happens if I miss the delivery?

If you miss the delivery, your handset will be
retained by your local sorting office. You
should also have been left a card detailing
where to collect your package, the forms of
ID you must take to collect your handset
(these include passport, utility bill etc).
NB You will have a limited time in which
to collect the handset before it is returned
to sender.

What happens if I change my mind about the order?

CommsDirect offer a 7 working day peace of
mind guarantee to all our customers. If you
change your mind during this time, please call
our Customer Care team on 0870 899 8080,
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, 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. 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.

What accessories come with the phone?

Your handset comes with a charger, a personal
hands free kit, a USB cable (with selected handsets),
a CD ROM and a full instruction manual. We also
have a range of mobile accessories, at reduced
prices, for you to purchase – please contact us
on 0870 950 0785 for more details.

3. General

Can I keep my current mobile number?

You can keep your existing number by contacting
your existing network/ service provider and
requesting your PAC (Porting Authorisation Code).
Please note you cannot port your number from one
contract to another on the same network e.g.
3 to 3 or Orange to Orange.

Please contact your existing provider to obtain
your PAC. Then contact your new network to
arrange the number port transfer. You can request
the PAC code in writing to;

Vodafone Ltd, Cancellation Department, PO Box 549, Banbury, OX17 3ZJ

O2 Disconnections, PO Box 242, Houghton Regis,
Dunstable, Bedfordshire, LU5 5WA

Orange Customer Relations, PO Box 911, Darlington,
County Durham, DL1 4FN

Can I upgrade my phone?

Yes! Depending on the length of your contract,
(either 12 or 18 months), you can contact us 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 can downgrade your tariff after:

12 months on an 18 month contract 9 months on a
12 month contract.

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
Orange Network Price Plans

Why have I received a bill if my first 2 months
are free?

CommsDirect offer 2 months free line rental on
a redemption basis. This means that we will offer
a cash back service on production of the relevant
paperwork – for instructions on how to do this,
please refer to the section below entitled
“Redemptions”. Please also refer to our terms
and conditions included with your handset delivery.

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:

Orange – dial 123 or hold down the 1 key.

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
0870 950 0785 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
0870 950 0785 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 three months free insurance with the
same conditions as above.

7. Cash-backs & Redemptions

How do I claim my cash-back?

Firstly, you will need to post your relevant bill
within the qualifying period to the following
address:

Redemptions Claim Centre
CommsDirect
Dominions House
Queen Street
Cardiff
CF10 2AR

Once we receive your claim and valid bill, we
will begin to process your claim. We will arrange
a refund directly into your bank account. Your
refund will be issued within 30 days of the end
of your contract.

Please make sure you do so before the expiry
date which will be 90 days after your 6th monthly
bill, as we are unable to process late claims.

To ensure that your claim is processed quickly
we suggest you only send in one claim at a time.
Sending more than one bill in the same envelope
can slow down the automated scanning system
and cause delays. If you are redeeming for more
than one phone please put the bills in separate
envelopes.

Please note: If you have a question or query
regarding your redemption or cash back please
write to:

Redemptions Claim Centre
CommsDirect
Dominions House
Queen Street
Cardiff
CF10 2AR

How much will I get?

That depends on the particular offer you chose.
Full details are on the relevant documents sent
with your mobile phone. Some offers require
several `claims’ as they are such good value!

I’ve sent my Cash back claim by recorded
delivery but it hasn’t been logged as received.
What do I do?

You need to send in a copy of your proof of
postage to the following address:

Redemptions Claim Centre
CommsDirect
Dominions House
Queen Street
Cardiff
CF10 2AR

Alternatively you can email us at correspondence@cdleurope.com

I have changed my tariff/price plan, will this
affect my redemption?

If you have changed your price plan but your
line has remained connected you can still
send in your bills as per your contract.
The amount you are paid will not change
in reflection with your new tariff charges.

How do I recommend a friend?

Please contact us on our Customer Service
line 0870 950 0785, 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.

8. 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 0870 950 0785

Sheraton Services General queries 01789 451 700
Claims 01789 451 713

3 Customer Services From handset dial
333 or 0870 733 0333 Orange Customer Services
From handset dial 150 or 07973 100150