Faulty Products

What seems to be the problem?

• +

  My phone won’t turn on.

  Try these four solutions;
  
  1) Plug your phone in to charge for a few hours, or overnight if you can. Failing that, try charging it from your computer for a similar length of time.
  
  2) Alternatively, you can reset your phone, depending on the model, by holding a combination of one of the following buttons for 10 seconds: power and home button / power and volume up / power and volume down.
  
  3) Make sure your battery is in the phone (sometimes they arrive separately in the box).
  
  4) Make sure you’ve got your screen brightness turned up. In a bright room or outside, it may be too dark to see.
  
  Not solved your fault?
• +

  I can’t hear people during phone calls.

  Try these four solutions;
  
  1) Does your phone still have the screen protector on? If so, please peel it off, as it can distort audio quality during calls and when playing sound on loudspeaker.
  
  2) If you already have removed the protector, or doing so hasn’t helped, try turning the call volume up using the volume controls on the side of your phone. Please also check your volume settings to make sure it’s turned up for phone calls.
  
  3) It sounds obvious, but make sure that you haven’t got any headphones plugged in when taking calls, as the audio can get channelled through them, instead of the phone’s earpiece.
  
  4) Try switching a phone call to loud speaker. If that fixes it, there might be a fault with the earpiece. In which case, you may need to book an exchange with your manufacturer or ourselves.
  
  Book an exchange
• +

  I’m having problems with my mobile signal.

  Try these solutions;
  
  1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.
  
  Setting Up EE WiFi Calling
  Information can be found on EE’s website.
  
  Setting Up O2 WiFi Calling
  Information can be found on O2’s website.
  
  Setting Up Three Wi-Fi Calling
  Information can be found on Three’s website.
  
  Setting Up Vodafone Wi-Fi Calling
  Information can be found on Vodafone's website.
  
  2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
  
  3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.
  
  EE: 0800 956 6000

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191
  
  4) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise a repair or replacement, by clicking here.
  
  Not solved your fault?

• +

  My phone isn’t recognising my SIM card.

  Try these three solutions;
  
  1) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.
  
  2) If you’ve tried Solution 2 above, and you can’t get your phone to recognise your SIM card, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive recognise it, please contact your network directly to order a replacement SIM and SIM swap.
  
  EE: 0800 956 6000

  Three: 0333 338 1001

  Vodafone: 0333 304 0191
  
  3) If you insert your SIM card into another phone on the same network, and it does recognise it, your phone could be faulty. You might need to organise a repair or replacement, by clicking here.
  
  Not solved your fault?

• +

  My phone arrived damaged.

  Please keep hold of all the original packaging and accessories, then contact us on 0345 413 6200 or email [email protected].
• +

  I can’t see my phone screen clearly.

  Try these two solutions;
  
  1) Turn your screen brightness up, by going to your device Settings, under Display or Screen or something similar. You may also be able to turn your screen brightness up from your phone’s control panel, which you can access by either swiping up from the bottom of your screen (on iPhone), or down from the top of your screen (on Android).
  
  2) Most phones come with an auto-brightness feature that automatically sets and readjusts your screen brightness according to the ambient light. You can disable this and keep a particular level of screen brightness by turning the auto-brightness feature off in your device Settings.
  
  Not solved your fault?
• +

  How long is my manufacturer warranty?

  	Handset	Battery
  Apple	12 Months	12 Months
  Samsung	24 Months	6 Months
  Alcatel	24 Months	6 Months
  Archos	24 Months	6 Months
  BlackBerry	24 Months	6 Months
  CAT	24 Months	6 Months
  Doro	24 Months	6 Months
  Honor	24 Months	6 Months
  HTC	24 Months	6 Months
  HP	24 Months	6 Months
  Huawei	24 Months	6 Months
  Kodak	24 Months	6 Months
  LG	24 Months	6 Months
  Microsoft	24 Months	6 Months
  Moto	12 Months	6 Months
  Nokia	24 Months	6 Months
  OnePlus	24 Months	24 Months
  Oppo	24 Months	6 Months
  Razer	12 Months	6 Months
  Sony	24 Months	6 Months
  Xiaomi	24 Months	6 Months
  ZTE	24 Months	6 Months

• +

  Is accidental damage covered under my insurance or warranty?

  The good news is, if you took out insurance with us when you bought your phone, it covers accidental damage. To make a claim, please contact City Main (the insurance provider) online or by calling 0333 999 7907.
  
  It’s unlikely that your manufacturer warranty will cover accident damage. You may have to pay for a repair. You can use our Repair Partner to get a great price, and even arrange for a technician to visit your home or work and fix your phone there. Book your repair here.



Fault not solved?

If we haven’t been able to help fix the fault with your phone, then you may need an exchange or repair.
Please follow the instructions below.



• +

  Exchanging or repairing faulty iPhones

  If you’ve had your iPhone for more than 30 days…
  iPhone customers benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website to troubleshoot your problem.
  
  If you’ve had your iPhone for less than 30 days…
  You benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website. They will troubleshoot your fault, and may offer to repair or replace your iPhone for you. If there are any problems, please get in touch with us.
• +

  Exchanging or repairing other faulty phones

  If you’ve had your phone for more than 30 days…
  You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.
  
  Samsung - 0330 726 7864 or online
  Alcatel - 0207 458 0026 or online
  Archos - 0208 068 1045 or online
  BlackBerry - Call us on 0345 413 6200
  CAT - 0844 856 7004 or online
  Doro - Call us on 0345 413 6200
  Google - Contact online
  Honor - 0800 088 6900 or online
  HTC - 0845 890 0079 or online
  HP - Contact online
  Huawei - 0800 088 6700 or online
  Kodak - 020 330 29656 or online
  LG - 0344 847 5454 or online
  Microsoft - 0344 800 2400 or online
  Moto - 03339 997 550 or online
  Nokia - Contact online
  OnePlus - 01252 236 307 or online
  Oppo - 0800 029 4603 or online
  Razer - Contact online
  Sony - 0370 523 7237 or online
  Xiaomi - Contact online
  ZTE - 0203 450 8722 or online
  
  If you’ve had your phone for less than 30 days…
  We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 0345 413 6200.