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  • How Do I Cancel My Vodafone Contract?

    • You will need to get in touch with Vodafone if you want to cancel your contract. You won't be able to do this online yourself.


      There might be a charge if you want to cancel your contract early.


      Pay monthlyPay as you go
      From a Vodafone mobile191 (Calls to this number are free)191*
      From another UK phone08700 70019108700 776655
      From abroad+44 7836 191 191+44 7836 191919
      Join Vodafone08080 408 408

      General enquiries:Monday to Sunday 8am – 9pm
      Lost and stolen:24 hours a day

      Calls may be monitored for quality and training purposes


      *Calls to 191 from a Vodafone Pay as you go mobile are free. If you opt to speak to an adviser you'll pay 25p for the whole call.


    • View More: Vodafone How Do I Cancel My Vodafone Contract?
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  • How Do I Cancel My Orange Contract?

    • You will need to get in touch with Orange if you want to cancel your contract. You won't be able to do this online yourself.


      There might be a charge if you want to cancel your contract early.


      FOR HELP AND QUERIES

      EE PERSONAL MOBILE ACCOUNTS

      Call 150 from an EE phone

      Call 07953 966 250 from any other phone

      Call +447953 966 250 from abroad


    • View More: Orange How Do I Cancel My Orange Contract?
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  • This just came tru on my mobile........FREEMSG: Our records indicate you may be entitled to 3750 pounds for the accident you had.

  • I've forgotten my username or password (or both)

    • If you are experiencing difficulties signing into your account this maybe due to the username or password you are using. 

      The username you need to view your bill is the one that was set up at the point of sale when your account was initially created. If you purchased your order online you’ll find these details on the email we sent you confirming your order. 

      Your username is the first part of your O2 email address. For example, if your email address is 'john.smith@o2.co.uk' your username is 'john.smith'

      Don't worry if you have forgotten either your username or password as these can be easily reset online.

       

      If you have forgotten your password but know your username click the link below: 

      Forgotten your Password but know your Username

       

      If you have forgotten your username but know your password then click this link below: 

      Forgotten your Username but know your Password

       

      If however you have forgotten both your username and password then please click the ‘Forgotten username and password’ link below. We can then verify your details, remind you of your username and give you instructions on how to reset your password.

      Forgotten both your Username & Password

       

      We can then verify your details, remind you of your username and give you instructions on how to reset your password. 

      Need more help with your bill? Click here to view our animated billing guide.


    • View More: O2 I've forgotten my username or password (or both)
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  • Can I change my iPhone tariff after I've activated?

    • Yes, standard tariff rules apply. You can upgrade your tariff once every 30 days however you can't lower your tariff for 9 months – unless you're on a simplicity contract, when you can change your tariff up or down every 30 days.

      After 9 months you may reduce your tariff to the next highest tariff in our tariff range. The following month you may reduce your tariff again. 

      You can change your tariff to a higher tariff at any time. 

      To change your tariff, simply click on the 'Transfer your tariff' link below and tell us which one you want. We'll get back to you within 24 hours to let you know when the change will be effective.

       

      Transfer your tariff


    • View More: O2 Can I change my iPhone tariff after I've activated?
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  • How do I find out my remaining balance with iPhone?

    • You can access your remaining allowance via your online bill on o2.co.uk. Click on the 'My O2' link below to sign in. Alternatively you can send a blank text to shortcode 21202 (this is free of charge). 

      A text will be returned detailing your remaining allowances and recent usage charges. 

      The text will also contain a WAP URL which you can access to get more detailed information about allowances, balance and recent charges. You can bookmark this link on your handset for future use.

    • View More: O2 How do I find out my remaining balance with iPhone?
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  • I have a discount on my tariff, will this be transferred to my new iPhone tariff?

  • How do I add Bolt Ons to my iPhone account?

    • We have a great range of Bolt Ons you can add to your iPhone account to create your perfect iPhone package for use at home and abroad. These include Bolt Ons for surfing the net or checking your emails whilst abroad - click on the 'Pay Monthly Bolt Ons' link below for details. 

      When you know which one you want, all you need to do is click on the 'Add Bolt Ons' link below and fill in the form. We'll then get back to you within 24 hours to let you know when your new Bolt On will become active. 


    • View More: O2 How do I add Bolt Ons to my iPhone account?
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  • Can I 'unlock' my iPhone and use it on another network?

    • Pay Monthly customers

      Yes. If you're a Pay Monthly customer, then you can unlock your iPhone at anytime for free. This doesn’t affect your contract though – you’ll still need to see out the rest of it. 

      To unlock your phone, just fill out this unlocking form and we’ll do the rest. 

      Once we’ve got your form, it’ll then take up to 14 days for us to get it unlocked for you. Once it’s unlocked, we’ll text you to let you know. You can then put a non-O2 Sim into the iPhone and connect it to iTunes. iTunes will then tell you the phone is unlocked.

      Pay & Go customers

      Yes, you can unlock your iPhone. You’ll need to pay a £15 one off fee and we’ll take this from the credit on your phone. 

      If you’re unlocking your phone less than 12 months after you bought it, we’ll take off the free Web & Wi-Fi Bolt On (that we added for the first 12 months). If you want to keep the Bolt On (it costs £10 a month), just choose the option when you’re filling out the unlocking form. Find out more about the Web & Wi-Fi Bolt on here

      Once we’ve got your form, it’ll then take up to 14 days for us to get it unlocked for you. Once it’s unlocked, we’ll text you to let you know. You can then put a non-O2 Sim into the iPhone and connect it to iTunes. iTunes will then tell you the phone is unlocked.

      Business customers

      Yes. If you're the main account holder, you can ask your individual users to complete theunlocking form and we'll unlock the iPhone free of charge. This doesn’t affect your contract though – you’ll still need to see out the rest of it. 

      Once we’ve got your form, it’ll then take up to 14 days for us to get it unlocked for you. Once it’s unlocked, we’ll text you to let you know. You can then put a non-O2 Sim into the iPhone and connect it to iTunes. iTunes will then tell you the phone is unlocked.

    • View More: O2 Can I 'unlock' my iPhone and use it on another network?
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  • Can I get insurance for my Pay & Go iPhone?

    • iPhone Pay Monthly Customers - you can buy O2 Insure Premier at the same time as purchasing your iPhone. Alternatively you can complete this form within 28 days of purchasing your iPhone and we'll add the £10 for iPhone 3G or £15 for iPhone 3GS monthly charge to your account. 

      iPhone Pay & Go Customers - if you buy your Pay & Go iPhone from an O2 store you can buy O2 Insure Premier at the same time. Alternatively you can buy in-store within 28 days of purchase. Valid proof of purchase required. Payment must be made 12 months in advance at cost of £120. Click here to find your nearest store. 

      O2 Insure iPhone

    • View More: O2 Can I get insurance for my Pay & Go iPhone?
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  • Can I use my iPhone abroad?

    • The iPhone 3G, 3GS and 4 can operate in UMT/HSDPA (850, 1900, 2100 MHz) and GSM/EDGE (850, 900, 1800, 1900 MHz) environments and so can be used widely when abroad.
    • View More: O2 Can I use my iPhone abroad?
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  • How much is Wi-Fi abroad?

    • Your unlimited Wi-Fi allowance is not available outside the UK. If you connect to Wi-Fi whilst abroad you’ll be charged according to the fee stipulated by the Wi-Fi network you are connecting to.
    • View More: O2 How much is Wi-Fi abroad?
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  • Will my service work the same while abroad?

    • Throughout most of Europe, your service will work the same way as it does in the UK. You'll be able to use the same short codes without having to use the international dialling code to call back to the UK. 

      Please check the international charges section for the costs when using your iPhone abroad. Please remember your data allowances only apply for usage in the UK. You can add one of our Data Abroad Bolt Ons 

      As soon as you land at your destination you'll receive a text message from O2 to let you know what services you can access. 

      If you're travelling further afield than Europe, you'll still have to call back to the UK using +44. And just to remind you, your short codes will be unavailable. You can find out more about the country you’re travelling in at this link: 

      Travel Abroad

    • View More: O2 Will my service work the same while abroad?
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  • What should I do if I lose my iPhone or it's stolen?

    • Call us on 0844 875 2302. We'll block your iPhone from being used and make sure you're not charged for any unsolicited calls. 

      You can also contact us online to bar your iPhone as soon as possible. Please complete theOnline Form with the following information:
      • Date and time lost/stolen

      • IMEI number

      • Alternative contact number

      Insurance

      If you have purchased phone insurance from O2, you can make a claim by contacting O2 Customer Service. If you are making a claim for theft or loss your must contact us within 48 hours; if you are making a damage claim you must contact us within 14 days. 

      All theft claims must be reported to the police within 48 hours, as you'll need a crime reference number to make your claim. Loss claims will require a loss reference number from either the Police or relevant authority (i.e. Transport for London). 

      If this isn't possible, make a note of the Police station where you reported your loss, along with the name and badge of the officer you reported it to. 

      Once your phone line has been barred and you have all the crime/loss reference details, you'll be transferred to O2 Insure to process your claim. But do remember, your bills need to be paid up-to-date, otherwise your O2 Insure policy will lapse meaning that we won't be able to process your claim. 

      View more information on your O2 Insure policy, including full terms and conditions

    • View More: O2 What should I do if I lose my iPhone or it's stolen?
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  • How can I contact O2 while abroad?

  • How much will it cost to use my iPhone when I'm abroad?

    • Some of our tariffs come with International Traveller Service(ITS) which means you will enjoy discounted rates compared to our standard prices, when you make and receive calls abroad. To check if your tariff has ITS log on to MyO2 and you will be able to see what bolt ons are included within your tariff within the My Bolt On’s Summary section

      View call charges International Call Service 

       

      Your inclusive data and Wi-Fi allowances only apply to usage in the UK. Downloading 1MB of data in an EU country will cost £3 and the same amount of data in a non EU country will cost £6. We will stop charging you for data abroad when your data usage reaches £40 (inc VAT) wherever you are in the world, you can then use up to 50MB without any additional charges.

       

      We'll also send you alerts when you've spent £20 and £40; when you're nearing the 50MB limit and if you reach it. If you do reach 50MB; your data service will automatically stop, so if you want to use more you'll need to opt in to a higher spending cap (ideally before you go) by calling Customer Services.

       

      To use your data on your iPhone abroad you will need to ensure that you have data roaming switched on, to do this you need to follow the below steps:

       

      • Settings

      • General

      • Slide the Data Roaming switch across to yes

       

      If you're abroad Wi-Fi will be subject to local charges.

       

      Please note some of the unique features of this iPhone automatically use data services. You may wish to turn off some of these services before you travel e.g. automatic email updates. You can do this by selecting - Settings – General – Network – Data Roaming – switch button to 'Off'.


    • View More: O2 How much will it cost to use my iPhone when I'm abroad?
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  • I don’t want any charges while I am abroad with my phone, how do I switch off Data Roaming off?

  • Will my BlackBerry service work the same while abroad?

  • How much does BlackBerry cost on a Pay & Go Tariff?

  • How much does BlackBerry cost on Pay Monthly Tariff?

  • What’s My O2?

    • My O2 is where you can manage your O2 account online. You can check your minutes and make payments. Or check your tariff and services. You can make changes too – to your Bolt Ons, or change your username

      You can now get My O2 on your mobile and if you have an iPhone you can monitor your bills online with the My O2 App for iPhone. Download it for free on the Apple App Store.Find out more

      View our interactive help guide to get more support with your online bill


    • View More: O2 What’s My O2?
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  • I've forgotten my username or password (or both)

    • If you are experiencing difficulties signing into your account this maybe due to the username or password you are using. 

      The username you need to view your bill is the one that was set up at the point of sale when your account was initially created. If you purchased your order online you’ll find these details on the email we sent you confirming your order. 

      Your username is the first part of your O2 email address. For example, if your email address is'john.smith@o2.co.uk' your username is 'john.smith'

      Don't worry if you have forgotten either your username or password as these can be easily reset online.

       

      If you have forgotten your password but know your username click the link below: 

      Forgotten your Password but know your Username

       

      If you have forgotten your username but know your password then click this link below: 

      Forgotten your Username but know your Password

       

      If however you have forgotten both your username and password then please click the ‘Forgotten username and password’ link below. We can then verify your details, remind you of your username and give you instructions on how to reset your password.

      Forgotten both your Username & Password

       

      We can then verify your details, remind you of your username and give you instructions on how to reset your password. 

      Need more help with your bill? Click here to view our animated billing guide.


    • View More: O2 I've forgotten my username or password (or both)
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  • I've forgotten my password, but can't reset it via 'Forgotten Password'. Why is this?

  • I've more than one account, can I sign into them using the same username and password?

  • How do I change my personal and security details online?

    • Sign in at My O2, then click 'My personal details' on the left of the screen. 

      You can update your address, your security question and answer, and your security pin. But you can't change your name here as we've already used them to check your identity.

       

       

      To change your account name we need to see proof of your name change such as a marriage certificate, deed poll certificate etc. Please print and complete the attached form.

       

       

      Once completed, you can email a scanned copy of the form and certificate to BusinessTOO@o2.com or send the completed form and a photocopy of your certificate to:

       

      Correspondence Management Team

      PO Box 202,Houghton Regis

      LU6 9AG

       

      Alternatively you can fax it to 0870 600 2402.

       

       

      We’ll let you know once we’ve completed the transfer.


    • View More: O2 How do I change my personal and security details online?
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  • How do I cancel my contract?

    • Get in touch if you want to cancel. 

      Cancellation times and fees 

      Your contract runs for a minimum of 1, 12, 18 or 24 months. You can find out which and when it ends (your contract renewal date) at My O2

      To cancel, we'll need 30 days notice.


      If you cancel before your contract ends, you'll have to pay a charge.


    • View More: O2 How do I cancel my contract?
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  • When does my contract end?

  • How can I check how many minutes or texts are left this month?

    • You can find out at My O2.

      Pay Monthly – with one mobile number
      Look for the 'My inclusive allowance' section on the right-hand side of the screen. You'll see what you get with your tariff, plus any Bolt Ons. 

      Pay Monthly – with two or more mobile numbers
      1. Click 'View my full bill' on the 'My bill summary' section of the screen. 
      2. Choose 'My Mobiles' from the drop-down list. 
      3. Pick the mobile number you want to check. 
      4. Click 'Inclusive Allowance Detail' at the bottom of the screen. 

      The 'Allowance Used' column shows what you've used this month – and any regular Bolt Ons. 

      You can also send a blank text to 21202. We'll text back to tell you what you've used. 

      Or call 2020 from your mobile and choose option 1. 

      Pay & Go
      Go to My O2 to see your account summary. For more detail, click 'Manage my tariff and Bolt Ons'. 

      You can also text 'balance' to 20202 to see what you've used. 

      Or call 4444 and select option 2, then option 2 again. We'll tell you what's left on your account and the date when they expire – your anniversary date.

    • View More: O2 How can I check how many minutes or texts are left this month?
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  • I want to change my tariff

    • Pay Monthly


      You can change your tariff every 30 days if you need to. You can move to a tariff with the same monthly subscription, or a more expensive one, at any point in your contract. If you want to move to a cheaper tariff, you'll need to have been on your contract for a certain amount of time. Check yourterms and conditions to find out how long this is.


      If you want to change your tariff or find out your options, get in touch with us by email.


      You can view all of our tariffs on our website.


      Pay & Go


      You can change your tariff every 30 days if you need to. Your tariff change will take place right away, but remember that you’ll lose all of the allowances that you have on your current tariff.


      You can change your tariff a couple of ways.


      - Through My O2


      Just sign in. Then click on the My Tariff and Bolt Ons link on the left hand side. You’ll be able to see your current tariff and then underneath that, click the Change My Tariff button. You’ll then see a list of all the tariffs you can change to. Choose the tariff you want and click the select tariff button.


      Did you know, you can compare your current tariff to the one you want to move to by clicking the Compare with my current tariff link?


      - Send us a text message. To change to:


      • Text and Web – send TEXTANDWEB to 21300
      • Talkalotmore – send MORE to 21300
      • O2 Unlimited – send LINK to 21300
      • Your Country – send YOURCOUNTRY to 21300
      • Text and Call – send TEXTANDCALL to 21300
      • Favourite place – send your postcode to 22204

      - Call us free on 2202 and do it automatically over the phone. Just press option 1 then 3 and follow the instructions. .


      - Or get in touch by email.


      You can view all of our tariffs on our website.


    • View More: O2 I want to change my tariff
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  • How can I tell which tariff I'm on?

    • You can do it at My O2

      Pay Monthly 
      Sign in to your online bill at My O2. If you have just one mobile account, you'll see your tariff on the top line of the 'My Bill' section. If you have two or more mobile accounts, click 'My Tariffs' on the top line of the 'My Bill' section. You'll see the month you're being charged for, plus your tariff (before VAT). If you've changed your tariff since your last bill, it’ll show on your next bill. 

      Pay & Go 
      Go to My O2 to see your account summary.

    • View More: O2 How can I tell which tariff I'm on?
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  • Where can I find out about other tariffs?

    • Mobile phone tariffs

      Pay Monthly or Pay & Go. It's your choice. We have Pay Monthly tariffs to suit all budgets, or if you prefer to pay by topping up, all our Pay & Go tariffs come with a little something extra.


    • View More: O2 Where can I find out about other tariffs?
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  • What is a Bolt On?

    • Bolt Ons are extras you can add to your account – like packages of calls, minutes, messages or internet. They're discounted and you pay up front. Some Pay Monthly tariffs include a free Bolt On. 

      You can see our range of Bolt Ons here.

    • View More: O2 What is a Bolt On?
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  • How much does the O2 Your Family Bolt On cost?

    • £7.65 a month for Your Family (up to five people). 

      £12.76 a month for Your Extended Family (up to ten people). 

      If you're the 'family owner' (the person who bought the Bolt On), only you pay. The other people in the group don't pay anything. 

      To buy a Your Family or Your Extended Family Bolt On, you have to be on O2 Pay & Go or Pay Monthly (but not Business). The rest of the group just need to be on O2 (including Business).

    • View More: O2 How much does the O2 Your Family Bolt On cost?
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  • How do I cancel a Bolt On?

  • Where can I find out what I get with my tariff?

    • You can do it at My O2.

      Pay Monthly – with one mobile account
      Look for the 'My inclusive allowance' section on the right-hand side of the screen. You'll see what you get with your tariff, plus any Bolt Ons. 

      Pay Monthly – with two or more mobile numbers
      Choose 'View my full bill' on the 'My bill summary' section of the screen, then click 'My Mobiles'. Pick the mobile you're interested in, then click 'Inclusive Allowance Detail' at the bottom of the screen. You'll see what you get with your tariff, plus any Bolt Ons.

      Pay & Go
      Go to My O2 to check your account summary. For more detail, click 'Manage my tariff and Bolt Ons'.

    • View More: O2 Where can I find out what I get with my tariff?
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  • Why do I have to pay a deposit? And when will I get it back?

  • Reporting my lost/stolen mobile

    • If you've lost your phone and want to call us, you’ll find the numbers below:


      Pay Monthly


      Pay & Go


      Business


      Our teams are available 24 hours a day to help you with your lost phone.


      We'll then bar your SIM and handset to make sure that no-one can use them. We'll also send you a free SIM to your home address. This will have your number on.


    • View More: O2 Reporting my lost/stolen mobile
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  • I need the PUK code for my mobile

    • To determine if you need a PUK code (Personal Unblocking Key) to unblock your mobile please click on the 'Unblock My Mobile' link below. Here you will find a list of common error messages that your mobile could possibly display to either indicate a need for a PUK code or a replacement SIM card. 

      If you find that you do a need a PUK code, you can then enter your number at the bottom of the page to retrieve this. 

      If you have incorrectly entered your PUK ten times your SIM may be permanently blocked and we may need to replace this for you. Please click on the 'Email us' link below and provide a brief description of your query. 

    • View More: O2 I need the PUK code for my mobile
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  • My PIN code isn't working

    • If you enter your PIN code incorrectly three times, you will be asked for a PUK code. Please click on the 'Unblock My Mobile' link below to retrieve your PUK code, free of charge or alternatively please click on the 'Email us' link below and provide a brief description of your query.
    • View More: O2 My PIN code isn't working
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  • My PUK code isn't working

    • If you have incorrectly entered your PUK (Personal Unblocking Key) ten times your SIM (Subscriber Identity Module) may be permanently blocked and we may need to replace this for you. 

      Please click on the 'Email us' link below and provide a brief description of your query. 

      Important Note
      We will send a replacement SIM card to you if necessary, although Pay & Go™ customers should be aware that if your SIM is permanently blocked, you would need to purchase a brand new SIM.

    • View More: O2 My PUK code isn't working
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  • I need the security code for my mobile

    • The security code is a feature found on most mobiles and is used to protect from unauthorised use. 

      The preset code and how to change your code will vary dependent on your mobile and for this reason it is best that you consult your user guide. 

      You can also find online user guides if you click on the 'Start Again' link above, and enter 'user guide' in the search box on our help home page.

    • View More: O2 I need the security code for my mobile
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  • Can I unlock my O2 mobile to use it on a different network?

    • If you have an O2 iPhone click here 

      For Pay Monthly and Pay & Go customers 

      If you're a Pay Monthly customer then you can request for your handset to be unlocked at any time, free of charge. The only exception are handsets which are exclusive to O2 such as the Palm which remain locked to the O2 network as we want our customers to have the very best Smartphone experience. 

      Don't forget that you'll still need to honour the remainder of the minimum term of your contract even if you place a non-O2 sim into your phone. 

      If you're a Pay & Go customer, your O2 mobile can be unlocked 12 months after purchase for a one-off £15 fee which we'll deduct from your airtime balance. 

      For Business Customers 

      If you're the main account holder you can request for your devices to be unlocked at any time, free of charge. The only exception are handsets which are exclusive to O2 such as the Palm which remain locked to the O2 network as we want our customers to have the very best Smartphone experience. 

      Don't forget that you will still need to honour the remainder of the minimum term of your contract even if you place a non-O2 sim into your phone. 

      To request for your phone to be unlocked, click here and complete the requested information.

      For Business, Pay Monthly or Pay & Go (subject to acceptance) we'll respond via email within 7 days with the details on how to unlock.

    • View More: O2 Can I unlock my O2 mobile to use it on a different network?
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  • How to keep your mobile number when moving from another network to O2

    • Moving your number to O2 is simple, just request a PAC (Porting Authorisation Code) from your current service provider, give it to us and we’ll do the rest. Your current service provider should also let you know whether you have fulfilled any contractual agreement you may have with them.

       

      What is a PAC number? 

      • A PAC lets you move your number between mobile networks
      • It contains 3 letters and 6 numbers
      • PACs are valid for 30 days from the issue date

       

      A PAC tells us that you've been given permission to transfer the number to us. We need your PAC before we can transfer your number so you'll save time if you contact your service provider first.

       

      What do I need to do? 

      • Buy a new O2 mobile or if you're happy with your existing handset just buy a new sim(but make sure the O2 sim will work in your phone)
      • Click on the 'Keep my number form' below

       

      What should I expect?

      • We'll send you a text message on the day of the transfer to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
      • You'll then lose service on your O2 sim card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number.
      • When you've lost service, make sure you have your new O2 sim in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we'll sort it out for you.

       

      What do I need to know before I complete the form? 

      Follow the steps below: 

      Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number 
      Make a note of any important numbers on your old sim card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new sim. You'll find this number on the packaging. 

      Watch out for an error message on your screen 
      When the transfer starts, you'll see an error message similar to 'sim card registration failed'. At this point, put your new O2 sim into your mobile. 

      Remember your network service will be lost for a little while 
      You'll lose network service. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

       

      What information will I need to fill in the form?

      The form's simple to complete – but check you've got these details before you start

      • The mobile number you want to keep
      • The temporary mobile number attached to your new O2 sim. You'll find this either on the confirmation letter we sent if you bought online, or on your contract or sim pack if you bought from a store.
      • Your new sim card number. It's on the back of your sim card. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
      • If you've got all this you're now ready to fill in the form

       

      What happens next?

      When you've completed the form, you'll receive the following from us: 

      • An email back from us advising we've received your form
      • A text message from us to say everything's fine with your number transfer
      • If we need any more information from you, we'll send you an email

       

      Important Note: Under no circumstances should your existing contract be cancelled before your mobile number transfer is complete. If this happens please contact your service provider immediately.

       

      Webform icon Keep my number form


    • View More: O2 How to keep your mobile number when moving from another network to O2
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  • How to keep your mobile number when moving from O2 Pay & Go to O2 Pay Monthly

    • Moving your number from O2 Pay & Go to O2 Pay Monthly is simple. We'll also transfer any credit as well as any loyalty bonus (up to £350). 

      What do I need to do?


       

      What should I expect?


      • We'll transfer your number and any existing balance within 1 – 4 working hours after you've pressed submit on the form.
      • We'll send you two text messages through the day to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
      • You'll then lose service on your new O2 sim card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number. It won't take more than 4 working hours.
      • When you've lost service, make sure you have your new O2 Pay Monthly sim in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we’ll sort it out for you.
      • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.

       

      What do I need to know before I complete the form? 

      Follow the steps below: 

      Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number 
      Make a note of any important numbers on your old sim card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new sim. You'll find this number on the packaging. 

      Watch out for an error message on your screen 
      When the transfer starts, you'll see an error message similar to 'sim card registration failed'. At this point, put your new O2 sim into your mobile. 

      Remember your network service will be lost for a little while 
      You'll lose network service for no more than 4 working hours. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

       

      What information will I need to fill in the form?

      The form's simple to complete – but check you've got these details before you start 

      • The Pay & Go mobile number you want to keep, and your existing Pay & Go sim card number. Your sim card number is on the back of your sim card, it's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
      • The temporary mobile number attached to your new O2 sim. You'll find this either on the confirmation letter we sent if you bought online, or on your contract if you bought from a store.
      • Your new sim card number. Again it's on the back of your sim card or you'll find this on the confirmation letter we sent if you bought online, or on your contract if you bought from a store. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
      • If you've got all this you're now ready to fill in the form. If not, we can remind you in a few days time when you've received your new sim.

       

      What happens next?

      When you've completed the form, you'll receive the following from us: 

      • An email back from us advising we've received your form
      • Two text messages from us, within 4 working hours of sending the form, to say everything's fine with your number transfer.
      • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.
      • If we need any more information from you, we'll send you an email. 

       

      Please note:

       

      • If you have a Family Group bolt on you will need to reactivate the bolt on once the migration is complete.
      • If you have an International Favourites bolt on during the migration there may be interruptions to the International Favourites service, you may also be sent another welcome message however please disregard this as you will not need to set up your International Favourites numbers again. If you have set up any International Favourite numbers on the new account, these will be lost when the original number is migrated over. It will be the original number/International Favourite account information that will be kept.

       

       

      Webform icon Keep my number form


    • View More: O2 How to keep your mobile number when moving from O2 Pay & Go to O2 Pay Monthly
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  • How to keep your mobile number when moving from O2 Pay Monthly to O2 Pay & Go

  • I want to leave O2 and need a PAC (Port Authorisation Code)

  • How do I track my order?

    • New customers - device orders


      If you've ordered a device from us then this will be delivered to you by courier. We've sent you some emails to tell you about the progress of your order. Once you've got your email to tell you that your device has been dispatched, you can track the delivery online at My O2.


      You'll need the username and password that you created when you set up your account. Don't worry if you've forgotten these, we can send you a reminder here too.


      New customers - Sim Only order


      If you've ordered a sim only deal, our sims are delivered by Royal Mail, First Class Post. These will normally be delivered the next day, but please allow 2 - 3 working days for delivery.


      Existing Pay Monthly customers - device orders


      If you're an existing Pay Monthly customer and you're expecting a replacement or have upgraded to a new device, you can now track the progress of your order at My O2.


      Sign in with your username and password. If you've forgotten these, don't worry, we can send you a reminder here. Once you've signed in, go to My Orders and then follow the instructions.


      Existing Pay & Go customers - replacements and upgrades


      If you're waiting for a Pay & Go order, you can track this at our courier website. You'll need the order number and the parcel number we've sent you in your confirmation email.


    • View More: O2 How do I track my order?
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  • I want to upgrade my Pay Monthly mobile

    • To check how long you’ve got until you can upgrade just click here. If you’re eligible, you’ll be able to do everything online. 

      You can choose from our full range of handsets. Or, if you're happy with your current handset, you could go onto one of our simplicity tariffs or you can get a credit of £75 or more added to your bill for resigning to a contract without a new phone.


      To upgrade your handset call us from 8am to 8pm, 7 days a week.


      Call us free from your mobile: 202


      Or from a landline (standard rates apply): 0844 809 0202


      You can also upgrade in your local store. Find yours here

    • View More: O2 I want to upgrade my Pay Monthly mobile
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  • Topping up my mobile

    • There are many ways in which you can top up your mobile, please click on the below link to find out how:

       

      www.o2.co.uk/shop/paygotopup


      Important


      If you top up using vouchers, or in your local shop using E Top-up, you can top up by up to £50 at once. You can top up by voucher and E Top-up as often as you like, there is no limit to the amount you can top up.

      The maximum amount you can top up your mobile with your credit/debit card is £100 every 30 days. In addition there is a £30 limit per 24 hours. If you have already topped up to this level with a credit/debit card then you will need to use one of our other top-up methods such as E Top-up, cash machine top-up or vouchers.

    • View More: O2 Topping up my mobile
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  • I'm having problems topping up my mobile

    • We're sorry for any problems you're having when trying to top up your mobile. Please read the information below before contacting customer service as it may help to resolve your problem. 


      Voucher top-ups
      • Should your voucher number not be accepted by our automated top-up line, it could be for one of many reasons:
      • Please check the voucher purchased is specifically for the O2 network.

      • Ensure the voucher has not been used previously.

      Credit card top-ups
      • Due to the security issues surrounding the use of credit cards there are many rules associated with this service. Please make sure the card you are using is valid and you are following the automated instructions precisely. 


      E Top-up
      • At the point of sale, you should be handed a receipt containing the following information:
      • Transaction ID
      • Your mobile number
      • The amount due to be credited
      • Confirmation of your E Top-up "Transaction Successful" or "Transaction Failed"
      • If you are not given a receipt, it is unlikely that we would be able to help if your mobile is not credited. If this is the case, or you do not see a message indicating that the transaction was successful, please return to the retailer in the first instance. 


      Cash machine top-up
      • If your top-up is successful you will receive a receipt from the machine, however should your top-up fail then the display on the ATM machine will advise whether you need to refer to the bank or to O2. 


      Web top-up
      • Make sure your personal details registered correspond to your registered credit/debit card billing address. This is important as we validate your details with your card issuer each time you top up to prevent misuse or fraud.
      • The maximum amount you can top-up across the top-up phone line and Web top-up is £100 every 30 days. In addition there is a £30 limit each 24 hours by these methods. If you have already topped up to this level then you will need to use one of our other top-up methods such as E Top-up, Cash machine top-up or vouchers.
      • Has your card issuer supplied you with a new credit/debit card recently? Make sure that the expiry date and/or issue number is still correct.
      • You may have insufficient credit available on your credit or debit card. Check with your card issuer for more details.
      • If you need to contact us regarding any top-up service problems please provide the following information:
      • Date, time and method time of the top-up
      • Voucher number 
      • Mobile number concerned
      • Current balance on mobile
      • Value of top-up
      • E Top-up card number (8944.....) 
      • Transaction ID
      • Error messages heard or seen
      • We are unable to help if you add credit to the wrong mobile number.

    • View More: O2 I'm having problems topping up my mobile
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  • I want to check my Pay & Go balance

    • To check your balance use Hotkey 2 or key *#10# then press the call button and your calltime balance will be shown on your display. Alternatively dial 4444 FREE from your mobile to hear your balance and to top-up.

      You need at least 1 minute of calltime credit to make a call. When your calltime falls too low, you'll get messages indicating you're nearly out of credit until you're finally diverted to the O2 top-up line.

    • View More: O2 I want to check my Pay & Go balance
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  • I want to know when my anniversary date is

    • You can send a SMS with the word "balance" to 20202, or call 4444 free and select option 2,2 to find out your anniversary dates. You will be told your remaining Tariff free allowance and/or Bolt On balance (depending on what you have on your account) and the date when these will expire – your anniversay date.
    • View More: O2 I want to know when my anniversary date is
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  • Topping up with a calltime gift

    • If you've been lucky enough to receive a calltime gift, adding the credit to your account couldn't be easier.

      By mobile top-up...

      To top up from your mobile simply key the following information into your mobile's keypad. You will then receive a top-up successful message and the credit will be applied to your account. It's as simple as that! 

      *148*19-digit number on the reverse of the card*PIN# SEND. 

      The PIN number is 5 digits long and can be found under the scratch off panel on the reverse of the card. 

      By calling 248 free from your mobile...

      Dial 248 free from your mobile and enter the 19 digit number printed on the back of the card when prompted. You will also be asked to enter the 5 digit PIN under the scratch panel on the reverse of the card. 

      You will receive a message confirming that the card has been registered successfully and the credit will be applied to your account. 

      Once you have activated a calltime gift card, you can use the card to top up anywhere you see the E-Top Up logo.

    • View More: O2 Topping up with a calltime gift
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  • I’ve got a Simplicity allowance. Why am I being charged to make calls or texts?

    • It could be for one of these reasons: 

      You might not have chosen a Simplicity allowance. To choose an allowance, call 2202, free from your O2 mobile. 

      Your Simplicity tariff might have run out or been cancelled. To check, call 2202, free from your O2 mobile. 

      You might not have had enough credit on your anniversary date. To check which allowance you’re on, and how much it costs to renew it call 2202, free from your O2 mobile.

      You have the £7.50 unlimited text allowance, so you’ll still pay for any calls you make. To change your tariff to include either 100 or 300 minutes, call 2202 free, from your O2 mobile.

    • View More: O2 I’ve got a Simplicity allowance. Why am I being charged to make calls or texts?
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  • I’m on Simplicity – why has money been taken off my credit?

  • What happens if I use all my Simplicity inclusive minutes?

  • Can I add a Bolt On to my Pay & Go Simplicity allowance?

    • Yes. You can get any Bolt On with Pay & Go Simplicity, except the messaging Bolt Ons. (That’s because you get unlimited texts with all Simplicity allowances.)

       

      Want the internet on your phone? It might be better value to switch to a Simplicity web tariff whcih gives you 500MB of internet browsing rather than adding the O2 Web Bolt On.


    • View More: O2 Can I add a Bolt On to my Pay & Go Simplicity allowance?
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  • Has simplicity changed?

    • Yes. We’ve got some new simplicity allowances. 

      With simplicity you choose a monthly allowance. Starting from £7.50 of your top-up credit. You always get texts, plus you can choose options with minutes (to any UK network) and/or web. 

      And because there’s no monthly contract, you can change your allowance every month. You can do this by calling 2202, free from your O2 mobile.

    • View More: O2 Has simplicity changed?
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  • If I switch to a new simplicity allowance but I decide I want to change, can I switch back to my original simplicity allowance?

  • Can I get online with simplicity?

    • Yes. If you’re on Pay & Go simplicity, you can go online from an extra £3 a month. You can add online use to each of our simplicity allowances. We’ve got three web allowances: 

      The Basics is a small package. With 100MB included it’s just right for light browsing and email for only £3 a month. 

      The All-Rounder is a bigger package. You’ll get 500MB, unlimited public Wi-Fi (through The Cloud and BT Openzone) and 20 picture messages for £6 a month. 

      The Works is for people who want to make the very most of their mobile. It gives you 1GB, unlimited public Wi-Fi (through The Cloud and BT Openzone) and 50 picture messages for £10 a month. 

      You can change your mind and change your web allowance every month. You can do this by calling 2202, free from your O2 mobile.

    • View More: O2 Can I get online with simplicity?
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  • What’s the best way to top up if I’m on simplicity?

    • To get your monthly allowance, top up each month by at least the price of your simplicity allowance. 

      We recommend auto top-ups to make sure you always have enough for your monthly simplicity allowance. With auto top-ups, you can get automatically topped up each month. Go to o2.co.uk/topup to find out how set it up.

    • View More: O2 What’s the best way to top up if I’m on simplicity?
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  • I’ve got one of the web allowances but I’ve used all my monthly web allowance early. Can I still use web on my mobile?

  • What's happened to data charging?

    • In June 2010 we announced a new mobile data pricing model. Instead of offering unlimited inclusive data, we’ll now be offering three inclusive data bundles of 500MB, 750MB or 1GB, depending on which tariff you choose.

      Our customers are now using more data than ever and this demand will only continue to increase at a rapid rate with the launch of ever more powerful new smartphones like the Apple iPhone 4 and the Dell Streak.

      We’re committed to offering you an experience you expect and deserve – whether your using their smartphone to browse the Internet, send an email or download an application - it’s essential that we change the way we charge for mobile data. To make sure we’re able to continue offering a great data service for everyone, we’re changing the unlimited inclusive data to a fairer data pricing model with a tiered bundle structure.

      We announced this on 24 June, and since then all new and upgrading Pay Monthly and Business customers have signed up to a new plan with a data allowance. We have, however, offered a promotion of unlimited data until 1 October. We’ve now extended this until 6 October. New data allowances will now take effect from 7 October.


    • View More: O2 What's happened to data charging?
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  • Can I change my phone in the middle of my contract if I'm not yet due an upgrade?

    • Monthly / Business

      Yes - you are free to change your phone whenever you want during your contract with Vodafone. You can buy a SIM-free phone at any time.

      You'll see that the price of a SIM-free phone is higher than the same phone if you renew your price plan. This is because we subsidise the cost of phones you choose on a pay monthly price plan.

      Buying a SIM-free phone does not affect your price plan but you may need to update your insurance.

      Pay as you go

      You can change your phone at any time on pay as you go. Simply buy your new phone and move your SIM into it.


    • View More: Vodafone Can I change my phone in the middle of my contract if I'm not yet due an upgrade?
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  • How can I change my price plan?

    • Monthly

      There are three ways you can change your price plan.

      Online - you can change your price plan online using My account. Just go to My products and plans, and click on View my plan details. If you're eligible for a new price plan, you'll see all the plans you can choose from.

      Login to My account

      Register for My account

      By phone - call us free on 191 from your mobile phone to change your price plan. 
      From any other phone, call us on 08700 700191 (charged at the operator's standard rate). 

      In Store - drop in at your local store and we'll help you change your price plan.

      Find your nearest Vodafone store

      Pay as you go

      There are three ways you can change your price plan.

      Online - you can change your price plan online using My account. Just go to My products and plans, and click on View my plan details. If you're eligible for a new price plan, you'll see all the plans you can choose from.

      Login to My account

      Register for My account

      By phone - call us free on 191 from your mobile phone to change your price plan. 

      From any other phone, call us on 08700 776655 (charged at the operator's standard rate). 

      In Store - drop in at your local store and we'll help you change your price plan.

      Find your nearest Vodafone store 

      The price plan for pay as you go is our Simply price plan. If you are on an older price plan, you can change to Simply

      Business

      We're happy to talk you through the options available to you. To find out more about the price plans that would best suit your business, please contact business customer services - and they will help you switch.

      Contact Business Customer Service


    • View More: Vodafone How can I change my price plan?
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  • How do I control access to my account?

    • Monthly

      Access to an account is granted by the account holder, who can specify rules and conditions about who, what and how account access is given.

      For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

      Send an email to Customer Service

      Pay as you go

      Access to an account is granted by the registered user, who can decide who gets access and what.they can do.

      For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

      Send an email to Customer Service

      Business

      Access to an account is granted by the account holder, who can specify rules and conditions about who, what and how account access is given.

      For example, you can set up a password that must be quoted before access is given. To set this up please contact Customer Service. 

      Send an email to Business Customer Service


    • View More: Vodafone How do I control access to my account?
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  • How do I register my Vodafone pay as you go phone?

  • Can I keep my mobile number when I join Vodafone?

    • Monthly

      Yes, you can keep your number.

      We’ll need your Porting Authorisation Code (or PAC, for short) which you can get from your current mobile provider. Then - whether you join us online, in one of our stores or over the phone - we'll take care of the rest. 

      We can transfer your number to our network within one working day or a later date if you prefer – either way, we'll tell you exactly when you can start using it. If you are buying a new phone or SIM with us then you will need your phone or SIM in hand before we transfer your number across. When you're ready, please submit your request online

      Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful. 

      See our latest offers 

      You can find everything else you need in:
      Buying online and joining Vodafone > Keep your number and join pay monthly or pay as you go

      Pay as you go

      Yes, you can keep your number.

      Once you've joined us a pay as you go customer, simply get your Porting Authorisation Code (or PAC, for short) from your current mobile provider, please submit your request online 

      Alternatively you can call us with the details. If you are calling from a Vodafone pay as you go mobile please call 191 and select option 2 (calls cost 25p). Alternatively you can call us on 08700 776655 and select option 2 (charged at your service provider’s standard rate).

      We'll arrange for your number to be transferred to our network within one working day.

      Remember to use up all your remaining credit with your current network, as it won't be useable once you transfer your number to Vodafone. 

      Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful.

      Check out our pay as you go price plans 

      You can find everything else you need in:
      Buying online and joining Vodafone > Keep your number and join pay monthly or pay as you go

      Business

      Yes, you can keep your number.

      We’ll need your Porting Authorisation Code (or PAC, for short) which you can get from your current mobile provider. Then - whether you join us online, in one of our stores or over the phone - we'll take care of the rest. 

      If you are a small business customer, we can transfer your number to our network within one working day or a later date if you prefer – either way, we'll tell you exactly when you can start using it. If you are buying a new phone or SIM with us then you will need your phone or SIM in hand before we transfer your number across. When you're ready, please submit your request online

      If you are a business customer with more than 25 mobile numbers to transfer, please contact your account manager.

      Your new Vodafone SIM needs to be in the UK on the day of transfer for the port to be successful. 

      See our latest business offers 

      You can find everything else you need to know in: 
      Buying online and joining Vodafone > Keep your number and join our Business users


    • View More: Vodafone Can I keep my mobile number when I join Vodafone?
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    • Monthly / Business

      TopUps are only used on pay as you go.

      Pay as you go

      Scratch off the security panel on your Swipe Card to reveal your unique number.
      Call 2345 free from your Vodafone pay as you go mobile and select the option To link and enable an Electronic Swipe Card
      Enter your Swipe Card number.

      Your TopUp Swipe card is now permanently linked to your Vodafone mobile number, and you can use it again and again.


    • View More: Vodafone How do I link my TopUp Swipe Card to my pay as you go mobile?
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  • How do I top up using a TopUp voucher?

    • Monthly / Business

      TopUps are only used on pay as you go.

      Pay as you go

      You can buy TopUp vouchers at thousands of outlets nationwide - including supermarkets, petrol stations and post offices.

      Use your TopUp voucher to top up your pay as you go phone in different ways - whichever is most convenient for you:

      • go to My account online and select the TopUp Voucher section
      • call the pay as you go credit line on 2345 (a free call from your pay as you go mobile phone)
      • from any other phone call 08700 778899 (a chargeable call). Follow the prompts, entering the 12-digit number on the voucher receipt when asked.

    • View More: Vodafone How do I top up using a TopUp voucher?
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  • Can I upgrade my phone before the end of my contract?

    • Monthly

      You can normally upgrade 70 days before your current price plan ends. But if you'd like to upgrade earlier, you can do so up to 190 days before your plan ends. 
      If you decide to upgrade early, you'll only be able to choose a new plan that's at least the same price as your current one. We'll extend this by the number of days you've got left before your present plan ends. If, for example, you want to upgrade 98 days early, we'll add on those 98 days to your new plan.
      We'll also ask you to choose a new phone (although we realise you'll probably want a new one anyway). And you'll also need to pay extra for it, as you're opting to upgrade a long time before your current plan ends.

      Pay as you go

      You can upgrade at any time on pay as you go.

      Business

      Business users have their own upgrade offers. Contact your dedicated customer services team for more information. 

      Contact Business Customer Service


    • View More: Vodafone Can I upgrade my phone before the end of my contract?
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  • I've blocked my phone, what can I do?

  • how do I switch data roaming on and off on my iPhone?

    • You can avoid data roaming charges when you're travelling outside the UK by leaving Data Roaming turned off

       

      To enable email, web browsing, and other data services (where roaming agreements make data roaming possible), turn Data Roaming on.

       

      In Settings, choose General > Network and turn Data Roaming on:

       


    • View More: Orange how do I switch data roaming on and off on my iPhone?
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  • what happens if I use up my 250MB allowance on my pay as you go iPhone?

      • If you use up your 250MB in one particular month you'll then be charged at the standard pay as you go rate of £4 per megabyte. 

      • For better value internet browsing, why not buy one of our Orange Extras?  For example you can buy all day internet browsing for just £1. To find out more about Extras, call 450 from your iPhone.

      • Customers can also get an additional free internet allowance by calling 343 and switching to the Dolphin package. Dolphin customers get 50MB of internet providing they top up by £10 or more each month. 


    • View More: Orange what happens if I use up my 250MB allowance on my pay as you go iPhone?
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  • April 2011 tariff refresh

  • Talk plan change

    • When you register your phone you’re asked to choose a talk plan, you may want to change this at some point. You can change your plan to a one of a higher monthly cost at any time throughout your contract (although the actual change won’t take effect until your next billing date). Whether you can lower your plan depends on when you took your contract out or when you last upgraded your phone.

       

      Your terms and conditions will explain when you are entitled to lower your plan. 

       

      You can view details of all available plans in our pay monthly price guide.


      It doesn't cost you anything to change your talk plan.

      Before changing your talk plan you need to be aware that:

      • When changing your talk plan by speaking to customer services, as long as you make your request no later than 24 hours before your next billing date, the talk plan change will take effect from your next Orange billing date.

      • When changing your talk plan online or in an Orange Retail Store, as long as you've made your request more than 5 days before your next billing date, it will take effect from your next Orange billing date. If you haven't given 5 days notice, it will take another month before your new talk plan is activated.

      • If you currently have a plan in which the minutes rollover, these minutes will be lost if you change your talk plan.

      Changing your pay monthly talk plan can be done in three ways:

      • selecting change your service plan from the ‘quick links’ on the homepage

      or

      • by selecting Upgrade your phone or plan from the boxes on the top of the page, then select change your Service Plan from the list shown

      • by calling 150 from your handset or 07973 100 150 from a landline and speaking to a Customer Services agent (call charges may vary)

      When changing your plan through Your Account only talk plans available to you/that you’re allowed to change to will be displayed.


    • View More: Orange Talk plan change
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  • how do I view my bill or change my service plan?

  • MyAccount

  • how do I change my customer services password?

    • Before changing your password you need to be aware that:

       

      • Only the account holder can change the customer services password.

      • Changing this password won't affect the password you use to sign in to Your Account online.

      • Passwords should be at least 6 characters long, with no spaces, containing numbers and letters only.

       

      There are 2 ways that you can change your password:

      • Online at Your Account, once you’ve logged in click on ‘change your details’ and then ‘change your customer services password’.

      • By calling 150 from a handset that is active on the account that you want to change the password on.


    • View More: Orange how do I change my customer services password?
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  • how do I change my name on my account?

    • The reason behind why you have changed your name determines what you’ll need to send us:

       

      Reason change of name is required

      What we need

      Change of gender

      A covering letter with a copy of the change of name deed poll document and also the documented proof of gender change.

      Marriage

      A covering letter with a copy of the marriage certificate.

      Divorce

      A covering letter with a copy of the decree nisi and a copy of your birth certificate.

      Other reason

      covering letter with a copy of the change of name deed poll document. 

       

      All letters must be from the account holder and must show your old and new signatures.

       

      If you’d like to use our covering letter rather than writing your own then you can download it and print it out.

       

      You need to either fax or post the required documents and your letter to:

       

      Correspondence Department

      Orange PCS

      Mercia House

      Senhouse Road

      Lingfield Way

      Darlington

      County Durham

      DL1 4YB

       

      Fax

      0870 374 8162

       

      If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

       

      Your request will be actioned within 3 working days of receipt of your letter or fax, but please be aware that your next bill may have your previous name on it due to our bill and print times.


    • View More: Orange how do I change my name on my account?
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  • how do I change the date of birth if it’s recorded incorrectly on my account?

    • If your date of birth was recorded incorrectly when you set your account up then in order for it to be changed you’ll need to send a copy of your birth certificate, passport or full driving licence to:

       

      Correspondence Department

      Orange PCS

      Mercia House

      Senhouse Road

      Lingfield Way

      Darlington

      County Durham

      DL1 4YB

       

      Fax

      0870 374 8162

       

      If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

       

      Your request will be actioned within 3 working days of receipt of your letter or fax. 


    • View More: Orange how do I change the date of birth if it’s recorded incorrectly on my account?
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  • How do I get Best Plan?

    • Once you've been with us for over six months you will be eligible for a Best Plan review. No need to sign up or register as you will automatically receive the Best Plan service and a text will be sent to you letting you know when your review is available.

      You can manage your Best Plan recommendation online at Your Account, or you can discuss with Customer Services on 150 from your mobile or 07973 100 150 from a landline.

      For more support on how to manage your Best Plan at Your Account click here - link to 'how do I manage my Best Plan online at Your Account?'

      Please note: Best Plan isn't available to iPhone customers, we're hoping to make it available soon.


    • View More: Orange How do I get Best Plan?
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  • PAC code explained

    • what is a PAC code?

       

      PAC is short for "Port Authorisation Code", this code allows you to keep your mobile number if you decide to leave Orange and move to another mobile service provider.

       

       

      how do I request a PAC?

       

      As a customer of Orange we give you the opportunity to keep your mobile number if you decide to leave us. You will have to request your PAC at the same time you give us your notice that you will be leaving Orange.

      • Pay monthly customers dial 150 on your mobile or 07973 100 150.

      • Pay as you go customers dial 450 on your mobile or 07973 100 450.

      When you get through to our customer support line you will need to advise us that you would like to leave Orange and request your PAC code, if you are a pay monthly customer your account will need to be checked as there will be charges applicable if you are still in contract with us. You will be advised of any charges you will incur for leaving your contract early and if you would still like to leave Orange you will be passed to the customer Retentions team who will be able to handle your request. 

       

       

      how will I receive my PAC?

       

      We'll send out your PAC by text within 2 hours. Once you've received your PAC it's your responsibility to provide the code to your new service provider who'll be able to place the request for the number to be transferred. 

       

       

      how long does it take?

      • Your new provider should transfer your number the following working day.

      • There is no porting activity on a weekend or on English bank holidays.

      Here's a table that'll help you work out what day your number will transfer across from when you call us.

       

       MonTuesWedThursFriSatSun
      Call before 17:30TuesWedThursFriMonTuesTues
      Call after 17:30WedThursFriMonTuesTuesTues
       
      If a port date falls on a Bank Holiday then this would be treated the same way as on a Saturday or Sunday.
      Examples:
      A port set up on a Bank Holiday would port across on Wednesday
      A port set up on a Good Friday would port across on Wednesday

       

       

      Note: You may experience a 'split service' during the day of your transfer, where your can make calls with your old or new network provider, and receive calls on the other. Don't worry, this is often the case, and means the transfer is in the process of going through.

       

       

      will my PAC expire?

       

      Your PAC code will expire 30 days after it's issued (the number transfer needs to be completed within this period). If you don't use your PAC code to transfer your mobile number your account with Orange will remain active and you'll continue to be billed. You'll need to provide your new service provider with the PAC code to get your mobile number transferred. Once they've processed your PAC code your account with Orange will be closed and you'll be sent your final bill to settle any outstanding charges. If you don't use your PAC code within 30 days you'll need to request a new one if you want to port again and your account won't terminate unless you have specifically requested it to.


    • View More: Orange PAC code explained
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  • topping up online

    • You can quickly top up your own phone 24 hours a day, seven days a week in 'Your Account' using a credit/debit card. Simply click here

      If you're not a registered customer, or you want to top up someone else's phone you can make a one-off top up by credit or debit card 24 hours a day, seven days a week. Simply click here

      If you have a voucher you can top up any Orange pay as you go phone by clicking here

      Please note: We currently do not accept foreign credit or debit cards or UK cards registered at foreign addresses. 

       

      how you sign up


      When you sign up to Your Account for the first time, you'll need to have your phone with you and your 4 digit security code to hand (check your inbox for a text we sent you on the day you bought your phone). 

      If you can't find it, don't worry, simply call 450 from your Orange phone (or 07973 100 450 from any other phone) and we can reset it for you. 

       

      what else can I do in Your Account?
       

      Your Account is our secure online service for managing your mobile account. So not only can you top up with credit/debit card or a voucher, but you can also:

      • view your usage history for the last 30 days

      • get free texts or minutes by choosing an animal package

      • get more cheaper texts or minutes by buying an Extra

      • get an hour's worth of calls for 20p by setting-up a Magic Number


    • View More: Orange topping up online
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  • topping up by phone

    • setting up text top up

      1. Call 450 from your Orange phone (or 07973 100 450 from any other phone) to add a credit or debit card to your account.

      2. Text the last 4 digits of your credit / debit card, the 2 digit top up amount (this can be £5, £10, £15, £20, £30, £40 or £50) and the 3 digit card security code (4 digits for Amex cards) to 2886 as shown below:


      handset with dummy entry

       

       

       

       

       

       

       

             

       

      e.g. type '05' if you want to top up by £5

      1. Save 2886 as 'Top up' in your address book

      2. Once you've sent the text message remember to delete it from your Sent items. 
         

      call us

       

      And if text top ups aren't for you, you can always call 450 from your Orange phone (or 07973 100 450 from any other phone) to top up with a credit/debit card or a voucher. 

       

      if you're abroad

       

      As you won't be able to use text top up whilst you're on holiday, remember that you can still top up online or you can call +44 7973 100 450 and top up with a credit/debit card over the phone.


    • View More: Orange topping up by phone
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  • topping up in a shop

    • top up when shopping

      If you're out doing some shopping and prefer not to top up by text, then you can top up at an Orange shop or an appropriate retailer with a voucher.



      how to top up with a voucher

      Simply visit any Orange shop, supermarket retailer or corner shop to buy a voucher (look out for the green top-up logo).
      Call 450 from your Orange phone (or 07973 100 450 from any other phone) and follow the steps.


      finding the elusive number

      These days, vouchers look more like till receipts than the traditional scratch off vouchers. It can therefore sometimes be difficult to pinpoint which number you need to use to top up your phone. You're after a 12 digit number which is normally called 'voucher number'.

      View some examples of what they look like.
       

      buying vouchers for others

      Vouchers make great presents so why not treat your friends and family to the gift of free calls and texts? Go to www.orange.co.uk/topupvoucher and apply the voucher to their Orange phone. 


    • View More: Orange topping up in a shop
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  • pay as you go price changes on 1 March 2011

    • what happened?

       

      On 1 March 2011 we made some changes to the charges for calling premium rate numbers starting with 09.

       

      These changes apply to every pay as you go customer.

       

      If you called an 09 premium rate number in the three months before 1 March 2011 you'll have received a text message from us to let you know about these changes.

       

       

      what do I need to do?

       

      Nothing! If you want to know more about the price changes all you need to do is click on the link in the text message that you got from us. You'll be taken to a page that shows you exactly what has gone up and by how much.

       

       

      more information

       

      The charge for calling a premium rate number starting with 09 has changed to either £1 or £2 per minute. We've made this change to make things simpler for you; before 1 March the price changed massively depending on who provided the 09 service.

       

      You can use our premium rate call charges tool to see exactly what you'll be charged for calling a 09 premium rate number from your pay as you go mobile phone.


    • View More: Orange pay as you go price changes on 1 March 2011
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  • what is my analysis date?

    • The analysis date is the date in which your top ups for the previous month are analysed so that we can give you the right reward based on your total top-ups.

      Here are a few things to remember when you are considering moving to another package:

       

      • If you migrate from a reward based package to a non-reward based package e.g. Racoon, you will keep the existing reward bundle until it is used up or expires.

      • If you migrate from a reward based package to another reward based package on monthly analysis, you will keep the existing analysis date and reward bundle until it is used or expires. The new reward will be received within 72 hours of analysis date, providing you meet the minimum top-up requirement. The exception to this is the Monkey package, where we will re-analyse and give the you a new reward within 72hrs. All old rewards will remain until used or expired.

      • If you migrate from a reward based package to another reward based package i.e. Canary to Dolphin, on daily analysis (if you haven't topped up in the month or you are a new customer), the new reward will be received within 72 hours after you meet the minimum top-up requirement for your new package.


    • View More: Orange what is my analysis date?
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  • Magic Numbers - Pay as you go

    • At Orange we believe there's no substitute for a good old-fashioned chat. That's why we've introduced Magic Numbers - a way to help you stay in touch with those who matter to you most. 

      A Magic Number can be any Orange UK mobile number or an Orange Broadband Wireless and Talk number.

      If you're on pay as you go, you can talk for up to an hour for just 20p. You can have up to 3 Magic Numbers from your first day with Orange.

       

      A Magic Number can be removed from your account if the number is changed, moved to another network (so is no longer an Orange number) or if the number is barred for any reason. If this is the case then you'll receive a text saying:

      Hi from Orange, 07xxxxxxxxx is no longer available as a Magic Number. Go to www.orange.co.uk/youraccount/ to replace it.

      If this happens then you can immediately register a new Magic Number.



      Calls to your Magic Numbers cost 20p and you can talk up to an hour. Once the call has exceeded 60 minutes you will be charged at your standard tariff rate. Just top up by a minimum of £10 per month to get your discounted calls.

      Note: Magic Number rates only apply if you're calling from within the UK.

      Enjoy unlimited calls to your Magic Number, subject to a fair usage policy of three hours per day, per Magic Number. See Terms and Conditions for more information.

      Excludes: If you have joined the new Racoon (available from 26th August 2010 and with 12p texts and per minute calls) then Magic Numbers are not compatible with your package.


      There are many different ways you can set up and manage your Magic Numbers:
      • By calling customer services on 450 from your Orange mobile, (07973 100 450 from a landline).
      • Via our IVR automated service on 450.
      • Through Your Account online.
      • If you have an iPhone you can manage your Magic Numbers through the 'Your Orange' application. If you follow the 'Magic Numbers' link from the home screen of the app, you'll be presented with a screen which shows any Magic Numbers you have currently set up on your account. If you do not have any set up, you will be given the option to do so.

      Once set up all you need to do is top up by a minimum of £10 per month to get your discounted calls.

      Please note: If you have joined the new Racoon (available from 26th August 2010 and with 12p texts and per minute calls) then Magic Numbers are not compatible with your package.


    • View More: Orange Magic Numbers - Pay as you go
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  • how do I change my 4-digit ID?

    • Before changing your 4 digit ID you need to be aware that:

      • Only the account holder can change the 4 digit ID.

      • The ID 0000 is not allowed.

      There are 2 ways that you can change your 4 digit ID:

      • Online at Your Account, once you’ve logged in click on ‘change your details’ and then ‘change your 4-digit ID’.

      • By calling 450 from your handset or 07973 100 450 from a landline and speaking to a Customer Services agent (call charges may vary).


    • View More: Orange how do I change my 4-digit ID?
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  • how do I change my name on my pay as you go account?

    • The reason behind why you have changed your name determines what you’ll need to send us:

       

      Reason change of name is required

      What we need

      Change of gender

      A covering letter with a copy of the change of name deed poll document and also the documented proof of gender change.

      Marriage

      A covering letter with a copy of the marriage certificate.

      Divorce

      A covering letter with a copy of the decree nisi and a copy of your birth certificate.

      Other reason

      covering letter with a copy of the change of name deed poll document. 

       

      All letters must be from the account holder and must show your old and new signatures.

       

      If you’d like to use our covering letter rather than writing your own then you can download it and print it out.

       

      You need to either fax or post the required documents and your letter to:

       

      Correspondence Department

      PO Box 10
      Patchway
      Bristol
      BS32 4BQ

       

      Fax

      0870 374 8162

       

      If you would prefer to fax your documents rather than post them but don’t have access to a fax machine then you can go to an Orange shop and they should be able to fax them for you.

       

      Your request will be actioned within 3 working days of receipt of your letter or fax.


    • View More: Orange how do I change my name on my pay as you go account?
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  • topping up using an ATM

    • top up from an ATM

      There are over 50,000 ATM's that you can use to top up your phone, or someone else's phone. Look for the green top up logo on the ATM.

       

      how to top up at an ATM

      • insert the payment card that you want to use and enter your PIN as normal

      • select 'mobile phone top up' from the main menu of the ATM

      • select 'Orange'

      • choose amount (£10, £15, £20, £30, £40 or £50)

      • enter the mobile number you wish to top up (you will be asked to enter this twice to make sure the correct mobile phone is topped up)

      You will get confirmation that the top up has been successful on the ATM screen as well as a printed receipt and it will be applied to your phone immediately. 
       


    • View More: Orange topping up using an ATM
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  • using your mobile phone abroad

    • if you're on pay as you go:

      Great news - your phone is already set-up to be used abroad, you don't need to do anything except relax and enjoy your trip, although you may want to top-up before you go. 
       


      if you're on pay monthly: 

      To check whether your phone is already set-up to use abroad sign-in to Your Account, or call us on 150 from your Orange phone (07973 100 150 from any other phone) and follow the instructions. You'll need to call us at least 24 hours before you leave the UK to get set-up, if you're leaving within the next 24 hours give us a ring anyway and we'll do everything we can to help.

      There's no connection fee or monthly charge to set-up your phone to be used abroad, but connection is subject to status and we may ask for a deposit. 

      You only need to set up your phone once. After that, it's always ready to use abroad.

       

      tip: Your can check within Your Account to see if you have international access. An airplane symbol will be displayed at the top right of your screen if you do.


    • View More: Orange using your mobile phone abroad
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  • how do I change my pay as you go account address?

    • You can only change the account address if you are the account holder.

       

      Before changing your address with us make sure you have your new address, postcode and landline number (if you have one) to hand.

       

      You can change your address:

      • Online at Your Account, once you’ve logged in click on ‘change your details’ and then ‘change your account address’.

      • By calling 450 from your handset or 07973 100 450 from a landline and speaking to a Customer Services agent (call charges may vary).


    • View More: Orange how do I change my pay as you go account address?
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  • How can I check what minutes and texts I'm using?

    • There are 4 different ways that you can check your remaining minutes, messages and data:

      • By logging in to Your Account. Your remaining minutes and bundles are displayed on the ‘account summary’ page immediately after logging in.

      • Via Orange World on your handset. You can either:

        • Access Orange World by clicking on on your handset and then enter 'Your Account'.

        • If you don't know the address for Orange World, or don't have the icon in your menu then send a text saying OW to 247 for free and you'll get a link to the free Orange World homepage where you can then access 'Your Account' and check what you have remaining.

      • If you have an iPhone or an Android based device you’ll be able to find out your remaining allowances by using the Your Orange application and clicking on the ‘Your Account’ link. If you haven’t yet downloaded the Your Orange app:

        • if you have an iPhone you can download it from the App store or from iTunes.

        • if you have an Android device you can download it from Google Marketplace on your handset.

      • By calling 150 from your handset or 07973 100 150 from a landline (call charges may vary)and selecting option 1, then option 1 again.


    • View More: Orange How can I check what minutes and texts I'm using?
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  • How much does iPhone Cost on Pay Monthly?

  • What tariffs can I get for my Pay & Go iPhone?

  • How do I switch off Data Roaming?

    • Simple, just tap "Settings" on your iPhone, select "General" then "Network" and simply slide "Data Roaming" to off. 

      Please note that some of the unique features of your iPhone automatically use data services. You may wish to turn off some of these services before you travel if you’re not going to use them whilst abroad.

      Check out our OGuru TV video below:

      Help Videos

      How to turn off data roaming on your iPhone

      Image of Guru Video

    • View More: O2 How do I switch off Data Roaming?
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  • I have no coverage where I am, what can I do?

    • You can find out the available network coverage where you are here: 

      Travel Abroad 

      Try switching your iPhone 'Off' and turning it 'On' again. This will help to connect to a network. To switch your iPhone 'Off' and 'On', press and hold the Sleep/Wake button until the red slider appears. Slide your finger across the slider to turn off your iPhone. To turn iPhone on, press and hold the Sleep/Wake button until the Apple logo appears. 

      You can check the network signal indicator in the status bar at the top of your iPhone screen.. If there are no bars, this means there isn't any network service on your iPhone. Try moving to a different location. If you're indoors, try going outdoors or moving close to a window.

    • View More: O2 I have no coverage where I am, what can I do?
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  • Will I be charged for using Maps with GPS while abroad with iPhone?

    • Yes, please remember your data allowances are only available while in the UK. When using the GPS/Maps function while abroad you will be charged for accessing data. Your iPhone will connect to internet to access maps as there’re not stored locally. 

      For example if using Maps/GPS function on Satellite view about 10 miles will equate to about 1MB of data. This can be reduced when using Map view. 

      We recommend you add one of our Data Abroad Bolt Ons 

      Should one of these Bolt Ons not suit and you just want to pay as you use, then downloading 1MB of data in an EU country will cost £3 and the same amount of data in a non EU country will cost £6. Wi-Fi will be subject to local charges.

    • View More: O2 Will I be charged for using Maps with GPS while abroad with iPhone?
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