Mobile Frequently Asked Questions

Can I keep my phone number?

Yes, you'll need to provide us with a PAC (Porting Authorisation Code) which is always made up of three letters and 6 numbers. Request this from your current supplier, the code lasts for 30 days so please try and ensure that you provide it to us in good time.

What happens when I 'port' my number

If you are keeping your current handset then you'll continue to use it in the normal way until you lose the service from your existing network. You then switch off the handset, remove the old SIM card and replace it with the new one we have provided.

If you are changing handsets, then when the existing SIM card loses service you should switch to the new handset with the new SIM card we have provided.

Service will be lost for around 3 hours on the porting day. This usually happens some time between 11am and 3pm and always between 9am and 5pm at the latest.

Do you supply handsets?

Handsets are available, please contact customer services for further information.

Sim-only customers will need to supply their own handset. See this page for some links to places where you can get a reconditioned phone.

Will my existing phone work with the Phone Co-op sim card?

Yes, see this page for details.

Can I use the service overseas?

Yes, you can send and receive calls, text and picture messages (if your phone is compatible) almost anywhere abroad.

Data, picture messaging and WAP

Mobile data services can give you the capability to access email or the Internet, exchange documents with colleagues and even receive complex multi-media information like pictures or video images.

If your phone is compatible then you will need to set up your phone by accessing your phone manufacturer’s website. Look for product support and set up or configuring for internet/email/picture messaging.

All handsets are enabled for WAP browsing and picture messaging once these settings have been saved and activated on the handset, however if you experience any problems please contact us.

The popular manufacturer’s websites where you can configure your phone are:

www.nokia.co.uk
www.sonyericsson.co.uk
www.samsungmobile.co.uk
www.motorola.com/uk
www.hp.co.uk

Please note your network is Opal Mobile, however if this option is not available then set up using the Talk Talk network. Do refer to your phone manual to ensure your phone is compatible.

Which network do you use?

The T-mobile network, which has 99.4% UK coverage. The display on your handset will show 'OPAL'.

What do I do if my phone is lost or stolen?

Please call our customer services and request a bar on your phone. For out of hours emergency barring (after 5.30pm or during the weekend) you can call 0870 161 4477 Option 2.

We will be able to replace your SIM card and you will be able to keep your number.

Ordering

Please download and complete an ORDER FORM (93Kb) for mobile services.

Please note - mobile services are only available to customers paying by Direct Debit.

Phone Co-op Terms & Conditions

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