Mobile Phones & Service Providers

There is a bewildering choice of phones, packages and deals available when buying a new mobile phone. It’s big business. It’s also top of the list when it comes to consumer complaints!

When choosing a new mobile, you are not only selecting the phone (or the handset), you are dealing with the retailer and choosing a package from a network provider. In effect there are three separate entities – and you need to know which one of the three to go back to if there is a problem with any aspect of your purchase or agreement.

Choosing the right phone

Phones these days come with an array of mind-boggling features – cameras are virtually standard now, as is the ability to surf the web and play MP3s and video clips. You can also use your phone to access your emails, download digital media, supply sat nav info, make mobile video calls, organize your life and so on. But how many of us use all the facilities on our phones on a regular basis? If you only want to make calls, text and send the odd picture message, then there is no point paying over the odds for one with loads of bells and whistles. Always best to check out the websites for the individual network providers such as O2, Orange or T-Mobile, or the high street retailers such as Phones4u or The Carphone Warehouse – and do this before you go in. Then you won’t get talked into anything you’re not familiar with!

Pay As You Go or Pay Monthly?

When you buy a phone you will have the choice of a ‘pay as you go’ or a ‘pay monthly’ phone. Pay As You Go or Prepaid plans tend to be more expensive per minute than the monthly tariff, but they can be very useful for people who don’t use their mobile phone much, have limited budgets, or want greater control over their children’s mobile use. The Monthly plans are cheaper and offer a wider range of bells and whistles phones, but you will have to sign a minimum term contract with a network provider and pay a fixed fee each month – although you will probably receive an allowance of free minutes or texts within this fee.

Choosing the right network

The network provider you end up with depends on the type of phone you choose and where you go to buy it. If you opt for a Pay Monthly phone, you will be entering into a contract with this network provider so check the terms of the contracts carefully and ask the sales consultant to explain carefully what your obligations and liabilities are – this is their job, and not to do so or to gloss over such detail when requested is mis-selling. Pay particular attention to the length of time you are ‘tied in’ to the contract. If you simply change your mind, you will not be able to switch to an alternative network provider and may not be able to change tariff. Also remember that by committing to a particular network provider you also commit to their coverage area and fees. So you may find that your friend who is ‘on’ Orange can get reception while you can’t. Not much you can do about this.

Choosing the right deal

Again – there is a huge choice of packages to chosse from. If you agree on a minimum payment each month, you will receive a free number of minutes or texts, although these only may be off-peak, or to certain numbers, so don’t be mislead. So have a think about when you use your phone – during the day, evenings weekends? Choose a tariff that gives you a better deal based on when you make most of your calls. Remember also to bear in mind the cost of the following as they may well not be included in your ‘free minutes’

  • Peak time calls
  • Calls to those on another network
  • Calls to voicemail
  • International or premium rate numbers
  • Directory enquiry services
  • Downloading data from the web
  • Sending picture messages or video clips

When it all goes wrong…

You have certain statutory rights for the purchase of a product as provided for in the Sale of Goods Act. These rights refer to standards of quality you should expect and what you can do if it fails to meet these standards.If there is an obvious fault with the phone at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty.

In the first instance the seller must offer to at least repair the phone. They must do this within reasonable time, at no additional cost to you and without causing any significant inconvenience. For this reason you should be given a replacement phone on a like for like basis (and not simply the cheapest and most basic model). Many consumer complaints relate to the length of time the phone is away being repaired – and although you must allow reasonable time for repair, the law does not say what ‘reasonable time’ is. Taking into account the nature and size of the product however, we would define this time as no more than two weeks.

If the repair is taking an unacceptable length of time to fix, if it can’t be fixed or if it develops the fault again, you are then within your rights to request a replacement. Again, this must be done within reasonable time, at no additional cost to you and without causing any significant inconvenience.

If the repair / replace remedies have been unsuccessful, you then have two further options. Firstly, you can then request they reduce the purchase price to an appropriate amount (although this does not affect your ability to take return the item if something else goes wrong). Secondly, and only after the repair/replace remedies have been attempted, you can request a refund. You should be aware however that if you have had the phone for several months, the refund given may well take account of any use you have had of the phone since you bought it.

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126 comments… add one
  • Catriona 28 August, 9:30 pm

    Karol – the shop must be your first and only port of call, you should never be referred to the manufacturer or anyone else, although if you do complain to them they may well take action. The shop assistant probably has no idea of your rights so ask to escalate the problem to somebody more senior who does. The shop are correct to insist on a repair in the first instance, but are in breach of s.48 if they refuse to offer you a like for like replacement (see coments above about inconvenience). Unless of course the repair will only take a few hours – which is unlikely.

  • Lesley 11 November, 12:15 am

    I took out a contract with the carphonewarehouse about 6 weeks ago. My phone broke 2 weeks ago (2 days after the 28 day exchange policy!). Just switched itself off one day, wasnt accidental damage or anything, manufacturer fault. Anyway, I havent received a replacement phone. I had a call on thursday last week to say the phone was ready for collection. Went down to the shop (had to pay £5 of petrol and also parking costs) to be told that actually it wasnt ready for collection. Same thing happened on Friday. Same thing happened on Saturday. I phoned them again today to be told it has been fixed but hasn’t arrived back in store yet.
    Due to the inconvenience of going down there 3 times and spending a small fortune in the meantime I emailed a complaint.
    The reply I got was basically its showing on the systems its ready to collect, I hoep you find this satisfactory!
    Well actaully it isnt ready to collect, Im still paying for my contract for which Im not using because I dont even have a replacement phone!
    I dont know where I stand here and obviously Im getting more and more annoyed at how very good they are at wasting my time and money going to the shop when its not actaully ready yet!
    It will be 14 days tomorrow that the phone has been in for repair without a replacement and I was told on the phone today that it wont be ready to collect tomorrow as they have had their delivery for today. They also said they will phone me back once they have spoken to the technical team to see why the phone hasnt arrived in store yet by 5.30pm this evening, and guess what – no phone call!

    • Melanie brooks 15 January, 2:36 pm

      We have 4 phones on sim only contract with Vodafone.joint monthly bill is £120. Mine alone for Jan is £164, mine is always £14.nearly 12 times the normal amount. I sent a photo text twice Xmas day.apparently my phone sent it 50 times!!!! This also happened in November ,I sent it once the phone sent it 50’s always to the same person ,surely I shldnt have to pay this its not my fault the signal is bad to the person um sending it too? The only way I can get a refund is if my phone has a virus,it has been playing up I can’t open my emails.where do I stand before I go in there fuming !!!!

  • Sam 11 November, 7:11 pm

    I got my sons mobile in August and it broke September and because it was out of the 28 day policy they sent it off to be repaired. I got it back after two weeks (16th October), now it has the same problem again, What can i do?

    • James Allison 31 July, 3:36 pm

      The Consumer Protection 2015, brought together the relevant Acts, the most important one being the Sale of Goods Act 1979 which provides that goods must be of ‘satisfactory quality’ and ‘fit for purpose’ I’m not allowed as a newbie to post links. However A two-year EU Directive on the Sale of Goods.


      After it hit the headlines, store managers and companies around the UK started to get numerous calls from consumers citing this Directive and demanding enforcement of their consumer rights. But reporting of this EU Directive has not helped what is already a source of much confusion among traders and consumer alike.In reality, this European law, is no substitute for what we already have in the UK in the form of Sale of Goods Act 1979. Under this act, consumers in the UK have the statutory right to expect products which are of “satisfactory quality and fit for purpose”. It enables us to request a repair, replacement or even a refund at any time, bearing in mind the price you have paid and the expected lifetime of the product. In many cases, this may be longer than two years and could be anything up to six.

      What tends to confuse consumers and allow traders to wriggle out of their legal obligations under Sale of Goods, is the mention of guarantees or warranties (essentially the same thing). How many of us are under the impression that once a product is ‘out of warranty’, the retailer or supplier is no longer responsible? Wrong. Your statutory rights under Sale of Goods mean you may still be entitled to a repair, replacement or a refund long after the warranty has expired. And don’t be told otherwise!

      James G. Allison BSc, SS Law PA, MA(Social Welfare Law)
      retired Welfare Rights Lawyer

      • sharon 15 November, 6:27 pm

        Samsung arranged to collect my phone for repair. I’ve only had the phone 9 months. It should of been returned to me on 2nd November and still havent received it although keep telling me its been delivered. On the email I received from the carrier its been delivered to a repair company 50 miles away from me. They tell me its been dispatched to me but it hasnt. Ive phoned samsung 12 times and the repair company 35 times. I keep being told they havent got it but I certainly havent. Any ideas what I can do? Its been missing 3 weeks now. Please help

  • Catriona 12 November, 11:10 pm

    Sam – this is a very common problem. If the same problem keeps reoccurring you could argue that the manufacturer’s attempts to fix it have not worked and you would like an exchange. However most suppliers do not regard 2 attempts as excessive. Make it clear to the retailer that this is the last time and any if further problems occur you will be looking for an alternative remedy (as per your rights under Sale of Goods)

  • Catriona 12 November, 11:45 pm

    Lesley, the law says you should not suffer significant inconvenience if an item is faulty. For this reason most mobile retailers offer a replacement phone while yours is away. You should now request one (they may charge you a returnable deposit). The law also says you should not be put to any additional costs – clearly you have, and if you have kept receipt for parking etc you would be well placed to claim this money back also.

  • david 10 December, 10:38 pm

    i recently discovered that my network provider has changed the way my inclusive minutes are used, previously it had been done per second but now each time i make a call a minimum of 1 minute is used regardless of how long i have been on the phone my phone bill has jumped from £20 to £80 per month, the change took place in september and my network provider claim they sent me notification although im sure i didnt recieve the letter, ive sifted through the 30 pages of small print and there is a section which says they can do this provided they give a months notice i was wondering is this legal? can you legally put a clause in a contract which alows you to change the orignall agreed pricing? it just seems ridiculous surely a contract has to work both ways it has to bound them as much as bounds the consumer ?

  • Steve 14 December, 8:50 pm

    My son got a phone for his birthday from ‘Vodaphone’. It went wrong within 4 weeks but outside the 14 day money back promise. They claim that they have the right to try to fix it 4 times before they consider what action to take then! It is now in repair for the second time. Do I have the right to insist that 2 times is adequate and reasonable and that a replacement phone be issued now with all the same protections as if buying it new?

  • Michael 15 December, 10:07 pm

    Hello Catriona (Again!),

    I bought a phone online from a company and they offered a free TV with the product for which I still have the invoice.

    The television has since developed a fault where serious ghosting occurs, impairing the vision on the television making it very difficult to watch.

    It is within 6 months of owning the ‘free gift’, is my issue with the online provider of the phone contract as the free gift was an accompanient to the contract and purchased at the same time or is my problem with the manufacturer of the television.

    I have written an e-mail requesting the the provider of the phone contract sort this out to no avail.


  • Catriona 16 December, 12:16 am

    David, It may be an unfair term if they did not give you reasonable notice and the opportunity to cancel the agreement. For more info see:

  • Catriona 16 December, 12:54 am

    Steve, the law does not make mention of how many times an item should be repaired before they will offer a replacement, apart from avoiding ‘significant inconvenience’ to you . I would argue any more than two is unreasonable and I would let them know that if it happens again, you will be seeking a replacement under Sale of Goods. 4 times seems a little ridiculous, and I would say this is probably an unfair term. See:

    • traynor 10 September, 1:14 pm

      In terms of replacement phones, most providers will work on a like for like basis. Even if this is within warranty or if you have insurance. They do not HAVE to change the model of the phone, by law they are only responsible for providing you with a working phone. In certain circumstances you may be offered a different model. But it is not a statuary right that you are entitled to get one. Therefore you would be told in the event that you were having multiple issues, they may offer a different model. It is usually 3 or more same faults.
      The phone is not part of the contract with your provider therefore when it is outside of the first 6 months due to sales of good act (Stating that any retailer/seller of goods are responsible for within first 6 months) Or if you have insurance or even if the provider has their own warranty policy… outside of any of these… It falls back then on the manufacturers guarentee.

  • Catriona 16 December, 1:06 am

    Hello Michael, I’m afraid Sale of Goods doesn’t cover free gifts. the contract of sale you had was in regard to the phone and not the TV. In this case you would have to look to the new Consumer Protection Regs 2008. These cover mis-selling practices and info about them can be found here:

  • Michael 16 December, 3:50 pm

    So if the television has developed a fault, do I have any legs to stand on as I have no proof of purchase apart from my invoice from the online phone company.

    So if I want to complain to the manufacturer the best I can expect is a replacement?


  • Catriona 22 December, 11:16 pm

    Michael, It would reasonable to expect the TV to last. If it does not, you must allow the supplier to repair it in the first instance. If they cannot, they should provide a replacement within reasonable time.

  • Andy Harrison 15 January, 8:06 am

    I bought 2 contract phones for myself and my son, and a pay as you go for my youngest son.
    Unfortunetly mine was damaged some how and the screen is cracked obviously my fault however, having paid for the insurance I returned to the shop only to be told that my ID number on the phones didn’t match the insurance. I went away and sent of an email to the site to see why this was the case however, having checked my bill the ID for the phones is on there. They replied to the email in which they state I tried to get a new phone, where in actual fact I was trying to get my phone repaired on the insurance.
    On the next visit I produced a recent bill, only to be told that the insurance is for loss or theft, where as the previous visit they’d told me it could be repaired through the insurance.
    Now I’m sat here wondering do I just buy a new phone or do I pass this on further, as they refuse to answer my emails and I get no joy from the shop, it strikes me that mis-selling insurance policies is a key point.


  • Catriona 15 January, 1:04 pm

    Andy, I’m surprised accidental damage is not included in the policy. The question is how it was sold to you when you bought it. If accidental damage was mentioned by the retailer you can claim it was missold. You can then escalate the issue on this basis. But do double check your policy – it could be just what they are telling you.

  • Lynne 15 February, 1:02 am

    Hi, I bought a mobile phone from the orange shop which broke a the hinge after 8 months. I took it back to the shop who informed me that because it was bought over 6 months ago, it would cost £15 plus VAT for it to be sent away to be fixed although the sales assistant informed me that it might not be fixable and implied that I may have dropped it, which I hadn’t! When I stated that I wasn’t keen on paying money and then finding that they couldn’t fix it, she suggested contacting motorola direct to see if they would send a courier free of charge to uplift the phone! Surely the buck stops with Orange since I bought the mobile from them? Have I any consumer rights here?

  • Catriona 18 February, 2:07 pm

    Lynne, you shouldn’t have to pay anything if the item is genuinely faulty, although you may be asked to pay upfront for them manufacturer to confirm that this is the case. You are correct, the buck does stop with Orange, although they would only send it to Motorola anyway, so in reality, it’s often more efficient to contact the manufacturer directly and arrange a collection by them.

  • fi 7 March, 4:53 am

    hi can any one tell me is there a 14 day cooling off peirod . I have entered intered into an 18 month contract for a mobil phone with carphone warehouse 5 days ago and have changed my mind .? The contract was taken out in store . Can i cancle the contract

  • Catriona 9 March, 2:48 pm

    Fi, there may be a goodwill cooling off period on offer as per their Ts and Cs, but you don’t have a cooling off period by law if you signed up in store. See: http://WHATCONSUMER.CO.UK/cooling-off-and-cancellations/

  • kim 10 March, 4:00 pm

    My mum took out a contract phone for me with orange through Phones 4U in December. My phone developed a speaker fault in January and I got a replacement on January 19th as it was outside the 28 days. I was told i would need to have the same fault 3 times before I could choose a different handset. Now the same thing has happened again with the new phone which I have only had for 7 weeks. I went into Phones 4 you this afternoon and I was told all they could offer was to send it for repair. this is the 2nd phone in 3 months. Can you please advise if I am entitled to get a replacement or will I have to send away for repair

  • Catriona 12 March, 12:05 am

    Kim, please refer to:
    http://WHATCONSUMER.CO.UK/and-if-my-statutory-rights-are-breached/ for your answers to this. If a repair cannot be carried out satisfactorily you can get a replacement, but only in this case. There is no hard and fast rule about how may times something has to go wrong before it can be replaced, although 3 times seems to be the norm with a lot of mobile phone companies. It sounds like you would have a good claim for loss of faith in the product, in which case I would demand a replacement, with the threat that you will be seeking a refund if further faults develop. With regard to sending it back, the law states you should not encounter significant inconvenience, to avoid this and bearing in mind your circumstances, you would be within your rights to demand a like for like replacement.

  • kim 12 March, 1:30 am

    hi Catriona, the phone is a contract so was not purchased. Was into phones 4U again and they are still refusing to give me a replacement phone as it is out of the 28days exchange thingy. this is coming from their head office. They are being difficult! so really don’t know what to do now

  • Catriona 13 March, 1:18 pm

    Kim, as I said there is nothing specified in the law as to how often something needs to be repaired before you can request a replacement. retailers interpret this as they like. They shouldn’t be talking about the warranty, as this is irrelevant. If I were you I would forget about P4U and go to the manufacturer. Explain the problem and request a replacement phone from them, be confident, get their name and don’t get off the phone until they do. It’s worked for me in the past.

  • Kris 8 March, 4:34 pm

    I bought a phone on contract with 3mobile in November 2009, since then my phone has become faulty. Like signal suddenly dissapearing, phone calls suddenly disconnecting (which is bad considering i spend most of my working day on phone to clients and such) which are network faults. And then theres the ACTUAL faults on the phone, which include slowness of general function and the phone actually freezing as well as turning itself off.

    I went into 3 to tell them, they said to upgrade the phones software. Which i did, and then i had the same old faults so went back in to complain. They said they can send it off for repair, and if it comes back still faulty to repeat the progress up to 3 times before they will consider swapping the phone. In the meantime i would have to pay a £30 deposit on a pay as you go phone whilst my contract phone was in repair. I assume that i have to pay for credit for this loaned phone, which means paying for how long they take to repair. I can’t afford the deposit let alone paying for credit ontop of my contract. Is there anything else that i can do?


  • Mark 20 March, 8:52 pm

    I have had an 18 month contract with the carphone warehouse whisch is due to end in august. However i have made a mulitude of issues with the mobile phone i am currently on phone number 4.

    the first phone continuely frooze this was replaced in store.
    the second phone turned my phone off when it charged after 2 visits i got my third phone.
    this afta a few days developed a fault whereby it wouldn’t lock, so from my pocket i managed a few text messages and a phone call or 3.
    I returned the phone and it was sent away for repairs. I recieved a letter saying that the phone could not be repaired due to “water damage”. I returned to the store and lifted my phone on switching it on i found that the touch screen was unresponsive. so i then had to buy a mobile phone to see me through the weekend. nd then returned to the store where i was informed i would have to pay the insurance excess of £29.50 which i paid. i eventually got my new phone.

    I have since contacted the Carephone warehouse’s complaints department.

    Their reply nothing but apologies.
    what i can’t understand is how a working mobile suddenly stopped working only after being returned for repairs.

    Is there any breach of the sale of goods act? and if so what advice would you offer?

  • Cameron 1 April, 1:47 am

    I have had my contract mobile phone since january and all has been going well until an accident to my touch screen developed a small spider web like crack however it has produced cracks through the screen, do i have any legal rights to get this fixed through my contract with virgin mobile/media??

    With thanks

  • Bri 15 April, 2:32 am

    I have an 18 month contract with 3mobile which started over six months ago, the screen started to go wierd and could not see any display at all, to my knowledge i hadnt banged it and definately didnt drop it and there were no cracks on the outside of the screen but tiny lines underneath, 3 have said because they believe its been damaged i have to pay £74.99 for it to be fixed because the warranty doesnt cover for a cracked screen, how do i stand with regards to my rights please ? they also said there just the network provider and nothing to do with the phone !

  • Matt Benfield 17 April, 4:44 pm

    My phone was 2 months old and the screen stopped working, I took it to the shop who sent it off, it came back saying it was water damaged. The phone has not been near water, so I feel it must have been water damaged before or while it was away, they said it could be moisture in the air, I feel if a 2 month old phone can get water damage from moisture in the air, it is not fit for purpose, is there anything I can do.

  • gillian 7 May, 1:02 pm

    i got a contract phone in december its beem back for repaire twice do i have a replacement like for like phone or can i get a diffrent phone

  • Nathan 18 May, 4:14 pm


    My girlfriend is having an issue with O2. She brought a samsung phone in an 18 month contract. She has a year left to go and the phone has gone wrong. It overheats and the battery lasts about 20 mins even without being used. O2 have since repaired the phone and the problem returned. Yesterday they replaced the phone with the same make and model, this phone promptly lasted a total of 12 hours and developed the exact same fault. O2 have said that all they can do is send it off for repair. All my girlfriend wants is to have a different phone in replacement as this is obviously a fault with that make and model. She does not want to upgrade to anything flash, just wants a phone that works of the same standard. Is there anything she can do or say do get them to replace with a different model. At the moment all I can see is that she will be sending her phone off to O2 for repair or replacement for the next 12 months of the contract.

  • david 14 June, 7:04 pm

    hi i have a nokia n97 mini on contract , i got this from the internet . my phone had to go for repair and ive got it back it has started with the same faults , the last time it was in for repair it took 3 1/2 weeks and i was never offered a phone to use while mine was getting repaired. im taking my phone in asgain for repair do they have to give me a phone to use while mine is in for repair.many thanks

  • Adam 17 June, 1:12 pm

    Just wondered if you could clarify where consumer rights come in. I usually pay for insurance from th emoment i upgrade my phone.

    I am due an upgrade now. However, i have been looking around on the net, and before committing to any insurance policy this time, i wondered what the manufacturers standard warranty should be?

    Whilst i understand that paying insurance will cover theft, loss and damage such as ‘water damage’, or a cracked screen from dropping the handset for instance, which will not be covered any other way….

    What should a standard manufacturers warranty cover, and for how long? The point i am getting to is that is it generally pointless to pay extra insurance for a mobile phone, if anything that goes wrong with it, which is deemed to be no fault of the buyer, should be covered legally in any case (Sale Of Goods act for instance)?

    I usually get my upgrades from Orange direct, so if i am reasonably covered for faults which haven’t occured due to damage, is there any need to take out insurance (unless it is for theft etc)?

    If not, i will tell Orange that i won’t take out insurance this time, or at least until the standard legal warranty period has passed.


    • Adam 17 June, 1:44 pm

      I have just thouugh with regards to my previous post, that as i am buying direct from Orange it would probably be covered under the Supply of Goods and Services Act 1982

  • PJ 24 July, 1:58 pm

    I recently upgraded my phone, the company sent me (their mistake) 2 phones, I have let them know twice by phone that the phone is waiting for collection. When does this phone become mine. I have read that if something is posted to you without asking, it maybe treated as a gift, is this correct? How long legally do they have, or can I use the phone now?

  • cilla 23 August, 7:58 pm

    got a phone in april, anyway to cut a long story short, it wont charge, took it back to the shop, they sent it away. in a few days had aphone call to say that the connector to the battery had disconnected and it wont charge up. they said it was wear and tear. any help please.

  • Amy 20 September, 2:03 pm

    I have recently 2 months ago taken out a contract with t-mobile on a nokia x6 the phone keeps freezing and deletes my txts when i am half way through writing them. I have so far had 2 exchanges and a repair and it came back with the same problem. I have rang t-mobile and they will not give me a different handset and it costs to much for me to cancel my bill. has anyone got any advice for me to get a different handset out of t-mobile

  • Anna-Marie Smith 22 November, 5:25 pm

    Hi I am with Orange. I have a contract with them for unlimited text messages and 400 minutes as well as free emails. since February i have been charged at least £200 a month instead of the agreed £18.00 a month. The reason for this was because they had made a mistake with the contract and charged me for every text and only allowed me to have 200 minutes. I have a contract to prove that the unlimited texts and 400 minutes were agreed and signed. The shop assistant has taken a copy of this and as far as i know have faxed this on to get it sorted and to arrange to have my money back. The other problem as a result of this is that this had pushed me over my overdraft and i had incured overdraft fees. at one point i was charged £117 in overdraft fees. What are my rights? am i entitled to compensation? Please help. Thank you

    • Liam 11 September, 10:16 pm

      I assume you pay by Direct Debit as otherwise I doubt you would have paid £200 when you dispute the amount. In that case I think you are covered by the Direct Debit guarantee, which I think basically says that if there is an error you can get refunds on bank charges. You should approach your bank immediately about this as the gaurentee only covers a certain amount of time after the charges occur, maybe 10 days??? If the bank are unable to refund the bank charges for one reason or another, supply proofs to the mobile phone company of the error bills causing the bank charges, and they should refund them.

      Compensation over the amount of the bank charges is a hard thing to claim, but if you have been inconvenienced by the charges then you can ask for compensation. But there is no guidance/precedence for how much compensation you are entitled to. You may just get £10 or something.

  • amit 26 November, 11:14 pm

    i bought two mobile monthly contract from mobile connection shop for orange natwork. This shop person offer me 100% cash back gaurantee in installment of 6th month, 12th month and 18th month. but one this shopman is run away without paying me any cashback before 3 year ago. so i also stop to pay bill of orange. now debt collection agency of orange calling me for repayment. What should i have to do? please advise me about it.

    • Liam 11 September, 10:08 pm

      You really shouldn’t have stopped paying as that brings you into conflict with Orange when your problem was with the shop that sold you the phone. If the shop that sold you the phone refuses to deal with your complaint go higher (manager, owner, ofcom). You can also approach Orange as they are supposed to ensure standards with regards to their third party dealers. But NEVER just stop paying bills to your Service Provider without first logging an official complaint, because if you do not give your Service Provider a chance to resolve your problem then you are fully responsible for any consequences from not paying your bills, which can include Credit File issues. In a situation like this where the issue is not with the Service Provider, but with a Third Party dealer, the Service Provider may act on your behalf to resolve the issue or may give you some really good advice on how to deal with the situation.

  • Tom 23 December, 10:57 am

    Hi there i am in a 24 month contract with O2 on a 3gs iphone i am also out of my warranty period. there is a fault with my phone as it keeps losing signal. i can be sat next to someone with the same phone & provider, they will have full signal & i will have none at most times!!! Do i have any rights to act on!!!


    • Liam 11 September, 10:00 pm

      Unfortunately this is one of those life lessons where if you choose to risk not taking insurance and something happens, you have to live the consequences of your choice. You could always approach the manufacturer (Apple) and do some groveling, but with no insurance or warranty they are not really obliged to do anything.

  • kady 18 January, 4:51 pm

    i have got a contract out from orange, in September, it then went on to have a fault, i received a replacement phone and again it developed a fault. this ha happened 5 times now!!! when i phoned orange care they said i was allowed a 6th replacement phone! again of the same phone and manufacture! no doubt will this fault reacure! what are my rights?

    • Liam 11 September, 9:57 pm

      In this circumstance they are only obliged to offer an replacement (though it isn’t great customer service). Unless you keep having the same fault and can prove with evidence that it is an inherent fault with the model of the phone. In this case you can claim the phone is not fit for purpose which is covered in Sales of Goods Act, and you would be able to return it. But it can be hard thing to prove unless you get a statement out of the manufacturer.

  • mark 8 February, 7:17 pm

    bought pay and go from orange. started playing up after two days. took back said they couldnt swap unless they witnessed it themselves not working.. is this true? has now stopped working again and wont tern on. taking it back again today to see what they say but no doubt they will come up with another reason! stay away from orange!!!

    • Liam 11 September, 9:54 pm

      It is true. They have to witness the fault. Overwise, everyone could just lie and say their phones are faulty to get a return/refund/whatever.

  • Dave lowe 28 February, 2:05 pm

    Hi I purchase an iPhone 3GS aprox 10 months ago from Tesco on a 12 month contract. A few days ago the back light started to go off all the time I told Tesco who sent out a parcel to be repaired. Three days later they contacted me and said ther refuse to repair it because of the damage. The only damage to te phone was the screen not working when I sent it. They said it had internal damage and a crack to the outer case. I told them this must have happened in transit as it was ok when I sent it. Now they have sent it back to me and it doesn’t even work any more and there telling me it’s my responsibility to claim off royal mail although Tesco supplied the packaging and postage are they correct. Dave

  • samantha harding 11 March, 3:56 pm

    i had contacted virgin due to constant errors with my phone then i was informed i am able to try for two contract. this was only way i could get a good working mobile so i said i would like to take one out. got mob 18th feb 2011 after 8days used my 100min but was never told that 0800 numbers wouldnt be covered by free mins. so now virgin are trying to get 97.78 for four days of using mob for 5-10 mins a time. pls help 07847119294

  • mrs mm 7 June, 12:46 am

    02 are very very bad at customer service,when my daughters phone has not worked since she bought it 7 months ago, they blamed her after we took it to an 02 shop nearer to where we live not knowing it is a franchise!!it has been 2 weeks and now they are demanding £100 to repair a phone which is not her fault, a replacment phone we were told would cost £25.00 to borrow, i will be going to sort this problem out as my daughter does not know her rights!!!!they were so sweet to her when they wanted her money, she is in uni, and she cannot afford the hassle, truly disgusting behaviour from 02,

    • Liam 11 September, 9:50 pm

      That sounds bad, but to balance it out, if the phone hadn’t been working since the beginning it would have been best to go back to the shop within 28 days as you have a lot of rights within the first 28 days. Then within the first 6 months you have a lot of rights. After 6 months, it can be hard to get a Service Provider to do anything as the law is one their side. Waiting until the 7th month to get this sorted was a bad move.

      • Bird 6 January, 5:52 pm

        Liam, STOP giving people advice as you clearly have little to no knowledge of the law. The law is heavily weighted on the side of the consumer regardless of time limits!!

  • steph hackett 8 July, 11:42 am

    hello, my mum brought me a blackberry curve 8520 for a early christmas present , well its been sent for repair 4 times, first time was error messages which they claimed to have fixed and sent the phone back to me , well then the 2nd time the camera would freeze then i would need to re set the phone , i did the same took to the shop sent for repair but they sent a new one, well then the trackpad stopped working , same thing to the shop sent for repair got a new one, then i got error messages again so same old same old got a new one, im not on the 3rd blackberry 2 replacments

    each time its within warrenty

    what do i do ?

  • DWB 9 July, 7:39 pm

    I took out an xperia x10 on contract in May 2010, I took out the insurance at an extra cost of £13.99 per month. In my first month I had issues with phone and was straight away given an exchange, new phone worked ok, then several months later the phone was not recieving texts or calls whilst in a full signal area, after several visits back and forth to carphone warehouse I was eventually given a new phone. Fast forward to May 2011, my phone gets water damage, take into store yes we can replace that with insurance, ok I say handing over phone, that will be £60 excess, reluctantly pay excess new phone, now 6 weeks after new phone (number 3) phone wont charge again back to store, oh its charger problem, buy new charger no joy, oh its battery buy new battery no joy so today i take phone back extremely annoyed and say it will be 3 weeks for an engineer to look at. I gues what I want to know is can I cancel contract still with 12 months to go as I am less than happy with the phone, or can I demand a new phone that is not xperia x10? have to say the carphone warehouse staff were so unbelievably unhelpful.

    • Liam 11 September, 9:45 pm

      That 3 week wait may be a problem. Law says if the phone is faulty, repairs have to be done in a reasonable time. But that is with warranties. I don’t know if the same applies to insurance. You may want to check the terms and conditions of your insurance to see if there is a “reasonable repair time” part. You are not entitled to a different model replacement under law. As far as canceling your contract, I don’t think so unless they have broken any of the terms and conditions of your insurance.

  • Steve B 22 July, 12:16 am

    Hi, how r u ?. My sister brought a second hand phone from a shop, it was faulty so they replaced it with another and vouchers with the monet diffrence, but the new phone seems to be faulty aswel. They are saying its not, they wont proberly check it or give any form of refund, What can my sister do, thanks

  • Jerry 19 August, 1:47 am

    I bought a Samsung Galaxy Apollo from 4 months ago. The first one didnt hold it’s charge and was replaced. The second one now demonstrated problem whereby the home button wont work anymore!

    What are my rights? If they offer to repair can I say no and demand to exchange and pay the difference for another phone as I have low confidence with this phone?


    • Liam 11 September, 9:37 pm

      To Jerry,

      I think they are only obliged to replace it for another Galaxy Apollo by law at that age into your contract. If you have a few replacements they may have an unofficial policy that they will allow you to change for another model, but the law doesn’t say that service providers have to offer a different model.

  • Liam 11 September, 9:32 pm

    If they refuse to accept it, escalate to the store manager. If they refuse, ask to keep escalating until they replace it or they say there is nowhere higher you can go. If they say you cannot go higher, ask to be referred to their independent ombudsman with a deadlock letter. If they do not have an independent ombudsman go to Ofcom.

  • Andrea 21 September, 3:58 pm

    Hi I purchased a phone from carphone warehouse 3 months ago and today it stopped working. I took it back and they have sent it off for repair saying it’s under warranty so it’s going back to samsung. When I enquirer about a replacement phone for the time my phone is away on a like for like basis I was told they don’t do that. So now I’m without a phone for a few weeks. And since I work and my children go to childminders and school these people have no way of contacting me in an emergency. Is what the car phone warehouse say right? And if not what can I say to make them give me a temp phone? Thanks

  • Andy 1 October, 6:23 am

    I bought a contract-free smartphone online from Amazon. Amazon recommend customers contact the manufacturer of a device directly if they have problems.
    It has failed after 18 months of ownership.
    The phone has not had a hard life. I cannot see a single scratch. It has been kept in a quality case with screen protection. It cost nearly £600 but has a warranty of just one year. What are my rights in this situation? I expected this phone to last longer.
    Incidentally, searching the Web suggests that the way my phone sticks on the first startup screen, and there being no hint of trouble before complete failure, is commonplace. Of course, this is just a symptom, not a diagnosis. To have the phone examined would cost well over £100, and there is no guarantee that this will discover the reason why it no longer works.

  • Latasha 22 October, 11:34 am

    At the start of August 2011 i bought a phone contract from Tmobile
    Within a month the phone had broken and would not turn on through no fault of my own!
    On the first of September i took the phone in and it was take away for repair
    It has now been 22 days and i havent recieved my phone yet..i have a loan phone but it is a basic Nokia with none of the features of my broken phone and does no accomodate my unlimited internet package. The online repair tracker states it took 6 days to get to the repair center and they have been waiting for parts for 10 days.

    It says on the repair form that it should take 14 calendar days to be returned but it could ‘vary’

    What should i do about this? Surely this is not an acceptable time to wait.


  • Denis 14 November, 10:06 am


    I bought a 2 yr contract with Orange from carphone warehouse with a free phone. I didn’t take out the extra insurance. The phone suddenly stopped working so took it into the shop for advice. They sent it off for repair and now the website says it cannot be repaired and is not covered by the manufacturers warranty.

    Surely carphone warehouse should give me a free of charge replacement as its less than 6 months since the original purchase plus as part of my contract I didn’t pay for the phone anyway. Am waiting for a call from the shop to say that they have received it.

    What legal protection do I have?


  • Rod 30 November, 1:59 pm

    I think these phone companies make far too much money, provide a crap service and need total regulation over the issue of supply of faulty handsets, sending something away for weeks on end, is not acceptable, but you have to choose one of phone mob company, why dont they de reg the networks like they forced BT to do then we will have more choice.

  • James 22 December, 7:08 pm


    I’m 2 months into my contract with which turns out to be a partner of Carphone Warehouse and my phone has broken. Will not turn on or charge due to overheating (common problem with the Evo 3D it seems). Mobiles told me to go to Carphone Warehouse. On Carphone website they advise go straight to HTC as it would be faster than them sending it to them, which I did. Got the phone back in 3 days, but still broken. HTC said they could collect it again for repair but refused to replace until it needs fixing for the fourth time. My intention is to say that this is the last time I will accept a repair. Should I go back to HTC or try Carphone Warehouse? If I go through Carphone will I have to start from repair zero again because Carphone where not involved in the first fix?


  • Peter Johnson 26 December, 9:23 pm

    Hi Denis, I have had the same problem with a contract for a free mobile phone that I have with Vodafone that I got at Carphone Warehouse in Feb 2011. Will be very interested in any feedback on your issus/problem


  • Estelle 22 January, 8:23 pm


    I am on a 2 year contract with Vodafone with 12 months remaining and have noticed the coverage has been getting less and less. I am unable to use my phone at my home address which is where I would use my phone the son has an O2 contract and has full signal at my address Is there any way I can get out of my contract?

  • mohammed 21 February, 9:08 pm

    my iphone stop working after warranty there is power coming on and even when it is on charge for a hour. i phoned apple they said they will fix the fault if they cant i have pay £120 to replace it. 07971316743

  • Nikita 12 April, 10:29 pm


    My mum purchased a b.berry curve frm vigin 3 weeks ago and they didnt ask whether she wanted to take out mobile insurance with them. i then called them a few days later and they arent willing to sell it to me now as the only time you can purchase it, is at the point of sale.

    Do i have any rights?

  • Rachel Capstick 24 June, 7:27 pm

    I signed up to a 2 year contract at Carphone Warehouse 6 weeks ago and got a Samsung Note phone. The loudspeaker developed a fault and now the phone doesn’t ring, work on speakerphone, sat nav etc.
    I took out the very expensive insurance when I bought the phone and contract.
    Went into store today and was told as it was more than 28 days they would not replace it – it had to go off to Samsung (surely under sale of goods act it should be their responsibility not directed to Samsung). They said it wasn’t covered by insurance as was under manufacturers warranty so nothing they could do other than send for repair which would take 14 days.
    I asked for a replacement phone in the meantime and the only thing they would give me was a very very basic phone which only can be used for calls / texts. No email, no bluetooth, no internet. This seems ridiculous. It is putting me to MASSIVE inconvenience. Have I been fobbed off???

  • Denise 20 July, 10:44 pm

    Took out contract with carphone warehouse for 24 month o2 iphone. My sim has not been activated, got it wednesday. I rang them on wednesday night and again yesterday. They said they didnt put the contract throught to 02 but they did it again. Still no service, i have contacted o2, they said i should keep the phone and buy a pay as you go sim. Anyone else had this happen and what happened. Surely they are in breach of contract for not providing the service so if they come back to me what are my rights? Any help appreciated.

  • Marc 17 October, 10:21 pm

    hi I’m 14v months into a 2 year contract with orange in feb I had a replacement phone as the original one kept shutting down and not restarting. The replacement was like for like, however last week this has devoloped a fault I.E. certain letters not working on the keypad and now today the roller has stopped working(its a blackberry). I did not take insurance out do I have any rights in regards to this? Many thanks Marc.

  • fatimat fataidere 8 January, 5:15 pm

    I expected the deliver of phones for my upgrade a new line for my daughter, T-mobile said the parcel has been delivered to somebody called Hammed according to uk-mail(courier) whom I know not. O live alone with my two under aged girls. My line was suspended by T-mobile,I could not get my phone and T-mobile said I have to pay for the phones I did not collect.
    What are my right please save me out!

  • marie 7 February, 6:56 pm

    i am on a monthly contract with t-mobile but renewed my contract through phones 4 u my phone became faulty after only 6 month of having it ,it broke down late monday evening unable to return it to the phones 4u shop as i was working .my day off i took it in to store.they took it of me to send away for repair .i asked for a replacment but they said they dont give out replacement,i explained it was important for me to have access to a mobile through work and home but got nowhere ,i left that store feeling very angry

  • ben 22 May, 2:12 pm

    I got the new htc pne at phones for u and qithin 7 days the speaker broke and i couldnt here people on the other end of the line so i took it back and as i took out ther insurance policy which is that if the phone breaks i bring it to the shop and if they cant fix it i get a replacement ther and then wich i got. Problem is 2weeks later ive got the same problem….wer do i stand on getting a different phone from them?

  • nicola 10 October, 4:11 pm

    i have an iphone 4 which suddenly decided to turn off on ringing orange they told me to ring apple to get it repaired as still under warranly did this but they wanted £429 as a charge on a card incase i had damaged it, not! so i arranged for them to pick it up as id heard nothing i rang apple and the adviser stated that they are sending out a repalcement and should it be my fault they would auto charge me for £129. My comment was no way as i have insurance through orange. So i have 2 options either send it back in post and wait for weeks or take it to the apple shop. not one near me. so i rang orange, they state this is our terms with apple. I stated they just replace the phone under my insurance and they stated they then want £50 excess fee um no way am i paying as it seems like a software fault. what are my rights???? i believe i took the contract out with orange so they are to deal with it. Anyone elses thoughts

  • rachael 26 October, 6:18 am

    I am going to get a replacement phone from the shop today. I originally had a blackberry, but was wondering if it would be possible for them to give me an iphone if my contract was increased to a higher price? Please reply quickly!

  • dylan 27 October, 11:24 am

    Hi I was just wondering, I bought an iPhone described as in good working order and that there is nothing wrong with it. Guy came to the house, I put sim card in turned it on, handed over the money, off he went. As I was setting my phone up I realised it wasn’t picking my wifi up. Long story short I got in touch with Apple and they have told me the phone has a hardware issue and will not work properly. I know the guys name and I know roughly where he lives so I contacted the police who told me it is not a police matter. They advised me to go to Citeznes Advice when they are open on Tuesday. SO just wondering has anybody else had something similar happen? What rights do I have? And can anybody advise? Thanks in advance.

  • Allison Woolley 5 November, 6:53 pm

    Is an iphone 4si cover by consumer right for 2years as my wifi won’t switch on an it’s 12 months old

  • Alex 8 November, 7:01 pm

    Under the revised SOG act from 2002 if a product such as a phone develops a fault within the first 6 months it is deemed to have been sold faulted and not of merchantable quality when it was sold. This allows the consumer to demand a full refund, accept a new replacement or allow a repair. It is up to the consumer to choose which is the best option for them not the retailer. The exception, is the retailer can decline a repair on the product if it costs more to repair the item than replace. All products from TV’s kettles phones and so on are now subject to a 2 year warranty from the retailer (6 years fromm the manufacture). Ever wonder why 12 months cover disappeared from UK stores some years back, to display terms that contravene the SOG is in itself a criminal offence! European law which is now adopted into the SOG act (All full mumber starts had do have this ratified in law by 2002) is that in the second year you must demonstrate to the retailer that the fault is not through misuse, just attach a £30 engineers report to confirm this, then the product must be replaced or repaired by the retailer. Many retailers will push you to a manufacturer, the fact is your contract is solely with the retailer for the first 2 years and only after this period should you contact the manufacturer.

  • Ron_Keenan 23 February, 12:21 pm

    I bought a new phone from phones for u with a two year contract I stipulated that I wanted it to be able to be compatible with sky go ,they said it was .I took it home and downloaded the sky go app only to discover the phone wasn’t compatible with the app, can I cancel the contract?

  • Terri 11 August, 9:48 am

    Got a new phone off vodafone 13 days ago and it is not working right. It is freezing and switching off and somethimes the sound isnt working. am i in my rights to get a new phone off them?

  • sandra 11 October, 10:30 am

    We have 2contract phones with virgin media that in June this year both with insurance 1 of the phones wont charge up and after speaking to their technical. Support team they send me a new battery and charger in the. Beginning. Of September to see if that would solve the problem however after waiting a few weeks I rang them and was told that they couldnt get a battery or charger or didn’t know when any would matters beyond their control they credited my account for 10.00 and said to purchase my own after 3 or more Phonecalls to them they are sticking to the same.thing I have to purchase My own battery and charger should they not change the phone if they can’t obtain a battery and charger would be gratefull For any help and advise with this please

  • hazel 25 November, 3:18 pm

    I got a new pay monthly phone with vodafone start of oct. Started to turn off/ in itself, sometimes have to take battery out then in in order for it to turn on. Went to shop wanted to send away, but didn’t not have loan phone to give me tho eligable coz I have insurance. They were quite rude & don’t care attitude. Could not send my phone away as I need a phone to use, signed off sick on crutches receiving calls regarding health so need a phone. Was told all shops are same no loan phones avaliable!!. Phoned customer service sent out new battery. New battery sent was wrong size. Told there are none in stock and unsure when stock be in/they can’t order battery!!. Advised to buy own battery cost me 30pound. Vented how frustrating this is. New battery here phone still turning off. Phoned serval times customer service can’t help with loan phone. So I said I buy cheap pay as u go in shop, but would not waver top up fee. As only needed phone since they can’t give me loan phone. I willing to pay for cheap phone wanted 25quid including top up. So walked out. Phoned customer service serval times getting fobbed off. I emailed an complaint to get told due to security checks just to hav live chat with vodafone online. To be told I could go personally to samsung repair centre with my phone. On crutches after accident can’t drive and fortune on taxi to health appts they aware. L/nite I tried to order cheap pay n go phone online wouldn’t go thru. Today they have taken payment from my bank for it. Phoned again to be told no proof at there end or phone ordered to take proof to nearest shop. I’m at my wits end with faulty phone only had since 4th oct. I need a phone for my appts. I pay more than enough plus insurance gettin nowere. Any advice please.

  • Paul penfold 23 February, 1:08 am

    I received a new phone(Nokia 630) for Xmas from O2 ,I have had problems with it for the past 6 weeks or so, the phone doesn’t receive calls from family and friends who tell me that they’re told that I have turned off my phone even though it is on all the time.
    When on the net calls can’t get through to me.
    I must add that I’ve been with 02 for years and this has been my first problem.
    I will return phone tomorrow and will post the outcome.

  • karen coe 25 April, 12:58 pm

    i have a mobile phone i have on a 2 year contract with 3 the phone has broke wich they say is my fault [it is the charger portal] it has snapped pins inside and will not charge,3 are refusing to do any thing and it has been broke since march i only got it in december 18th what can i do have i any rights

  • Jasvir shakham 15 May, 3:45 pm

    i was wondering how long is an acceptable time period for for me to wait to get my phone back from Virgin media, as they apparently have a fault with their system.

  • Warren 17 May, 7:46 pm

    Do I have any right for compensation? Five weeks ago I changed contracts from Orange to vodafhone as my wife is already with them and was told cheaper to take out a second phone contract with them instead of renewing with orange. So I have done this as all I had to do from orange was obtain a pack code so I can keep my number that I’ve had for ten years or so. Great I will go with that and that is when it all went wrong. I received my new phone and soon found out that nobody could ring me as the line just went dead but I could ring out and my number would come up I have been on to vodafhone so many times now I can’t count which as we all know the hours start adding up after 4 weeks I had enough and said just cancel the contract but was promised yet again it wil be fixed in 48 hours wrong now been 5 weeks not fixed I am pulling my hair out with them as I’ve three businesses all with my contact number on everything from business cards web sites to side of vans aswell as nobody get get hold of me and top it all off I dropped phone and smashed screen as I was told to keep on taking out SIM card each day! I’m so pissed off with them I want compensation for all the hassle and stress let alone the cost of changing my number on everything. Does anyone think this is viable thanks warren sorry if typed wrongly as I’m using my new phone with smashed sreen

  • Angie 9 June, 10:53 am

    I had a contract phone, and finished paying the contract nearly 2 years ago, but the company has continued to take the direct debit payment, I hadn’t realised as don’t check my bank statements, am I entitled to ask them to refund my money??

    • Jim Allison 1 August, 7:58 pm

      Yes, you are. plus interest. Have you not contacted your bank ? Under the terms of the Direct Debit Scheme your bank can recall all the payments. As a newbie I’m not allowed to post links, so these are your rights in full:

      Direct Debit Guarantee

      Your rights

      Organisations using the Direct Debit Scheme go through a careful vetting process before they’re authorised, and are closely monitored by the banking industry. The efficiency and security of Direct Debit is monitored and protected by your own bank or building society.

      The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit*.

      Direct Debit Guarantee

      The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

      If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request

      If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.

      If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to.

      You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.
      * The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.​

  • Cheri 17 August, 7:07 pm

    Hi, I have been with EE for 6 years. Around the time my contract was due for renewal i was having problems with signal, so EE offered me a ‘good deal’ clearly so i would renew my contract. After a month i started getting problems with the new phone (it was chucking me out of apps, overheating so bad it was burning, and deleted photos) as you can imagine i was very upset my photos were deleted, so after it happening a second time i was devastated. I decided to contact EE and they confirmed the handset was in fact faulty. I have sent the handset off to be repaired but have been given a small, old samsung that i can hardly use due to the lack of memory and have to delete every message that comes through so i can recieve new ones. Basically i feel if i am paying my FULL contract which i have been since th beginning i should be given a like for like phone if not then atleast get a reduction on my contract. I am now fed up with the whole lot i hate the ‘new’ phone i have taken out due to the amount of problems and would actually much prefer to go back to using my old phone. Is there any advice you can give me on getting either some compensation or cancelling my contract completely early? PLEASE help 😀 Thank You

  • sam 17 August, 11:11 pm

    hi guys need some advice…..last october i upgraded my contract with talk talk and received a new htc 1 mini….3 weeks later while at a concert my bag felt warm when i put my hand in it was actually my fone…..turned off and never came back on….i called talk talk and for 2 weeks was put through to 10 different departments in god knows how many countries……wasnt until i selected wish to leave talk talk option that i finally got a guy that couldnt apologise for all the hassle id had and couldnt understand why i hadnt been told 2 weeks previous that my local carphone warehouse booked in their repairs……after going to carphone warehouse and explaining the fault with the handset they informed me that i was 4 days over the replacement for new handset and that it would need to go away for repairs ……………….got a decent enough loan phone………. not a problem or so i thought
    2 weeks later i was called into store and told my htc couldnt be repaired and i was offered a choice of 3 replacements……not one of them a htc but a name i hadnt heard of, a nokia lumiea and what i eventually got was a samsung s4 mini……………on receiving the phone it came in an opened black box with no charger , headphones or instructions……i questioned if this was a new phone as it didnt look like it and they assured me it was so on that i gave back the loan phone and tried to figure out the new phone……everything has been fine up untill bout 10 days ago…..the phone was getting hot while talking on it…..cut me off even though it was still connected…touchscreen freezing…..and kept rebooting……so this morning called tech team at talk talk…………….explained the above to them and was informed they needed imei number to help………..called back to be told that the imei was not my name registered on the account…….so basically the phone ive been paying 32 quid a month for for the last 9 months is second hand….fuming is not the word……wasnt my fault my new htc was faulty 3 weeks into contract so why should i be given a second hand handset……………has any one got any advice? the tech guy at talk talk said they cant help as hes only a tech guy

  • Prabhat Chauhan 10 September, 5:40 pm

    What about after 6 months?

  • Lauren Foster 23 September, 12:48 pm

    I’ve got a iPhone 6 and had it about 4 months. 9/10 when people are trying to phone me it’s hanging straight up. I’ve had a replacement sim but that hasn’t solved the problem. Now it’s bent and the screens hanging off and saying NO SIM. Took it to the the shop to be told to go to a diff shop. Been back and forth and getting no where. There not bothered that I need it as I’m on call 24/7

  • Claire 29 September, 2:09 pm

    I have had a Samsung galaxy s3 for just over year gone wrong say no network server. Not simply because put it in other phone and is OK. Can I send it off to Samsung and will they fix it. It’s a pay as you go.

  • Sarah 5 October, 1:27 pm

    HI, I have a ? about phone insurance, my iphone broke back in august but I have only just got the money for the excess, will this still be covered by insurance?

  • James Allison 11 October, 9:09 pm

    My mobile phone provider has been ordered by the Communications Ombudsman to pay me £50 compensation for overcharging me and taking payment from my bank after the contract was cancelled. They have agreed to pay me 28 days ago, but received nothing yet

    It’s just a few days before the date runs out, can the Ombudsman force the company to pay me ?

  • Marianne 20 October, 8:47 pm

    I had a phone through carphone warehouse in June 2015,I have had a constant issue with no signal for incoming calls(no signal shows and all incoming calls go straight to voicemail). Since september the phone has been off to the samsung repair centre 3 times, the first 2 times they did repairs and sent it back and it had the same issue. The 3rd time it has come back and samsung have said nothing is wrong with it and I still have the same issue. It has been escalated to their customer relations team who said they will look into it but I think that they will come back with the same response. The phone has been coming back and forth for over a month now, they have told me to contact EE about not being able to use my contract to its full but the problem is with the phone as I have no signal issues when using the sim in a different phone. Any advice on where I stand and what I can do next?

  • Rosetta jones 23 October, 11:27 pm

    I received an upgrade Nokia lumia 635 it did not accept the sim my nearest store is15 miles away but they say that because I didn’t get the phone from the shop they won’t help so the phone went back to Nokia who said the phone is 2years old and out of warranty how can this be Nokia have seen my contact start date 20aug how do I get a result

  • Michelle frost 14 November, 11:32 am

    Hi I took my faulty phone to ee shop for a repair.
    I was told the repair would take 2 weeks. Within this time the phone has gone astray.
    The ee store have had to make investigations over the past week and I have still not had a replacement handset.
    I have now been told the couriers are taking ownership for the lost phone but I am now only being offered a replacement refurbished phone which will be coming in to store in 1 weeks time and is being sent by the repair centre.
    I have complained about this to ee as my handset was brand new 5 months ago and I am paying a contract for 2 years for the handset and the package. What rights do I have when it comes to getting a new handset as in total this will be 5 weeks I have had to wait

  • jess 25 November, 11:28 am

    I purchased my phone contract about a year and a half ago, and then two months ago, a fault developed with charging. I went into my network’s store and was sent off to the manufacturer. I was requested to send the unit for repair, which I did, then received it back in a week. when I received it back, there was a signal issue, and I could no longer use my phone for anything other than wifi, meanwhile still paying £20 a month for a contract which I could no longer use. I contacted the manufacturer again, and I was told I would have to send the unit back for repair again, so I reluctantly agreed. On receiving the phone back for the second time, there was a few faults, mainly crashes as well as a microphone fault. I contacted the manufacturer again, and this time I was told that it would be sent for “assessment for replacement” and told by an agent that if it was sent and a fault was found then I would receive a new unit. Then I got a call saying my original unit was being sent back, with the same part replaced as in the second repair. I was obviously furious, as they had obviously sent my phone back from repair faulty. I have just received the product back and there is another fault, what are my rights? Do I keep having to send my phone for repair and back or should I be able to get a replacement? I keep being told by the mobile network the problem is with the manufacturer, but is my contract not with them? and who should I contact for a replacement if I am entitled to it? Surely my phone in a 24 month contract should be fit for purpose for the whole contract? and surely I should not have had to send my phone back and fourth for 3 months while paying for a contract I can’t even use? Please help!

  • Dawn 11 December, 9:16 pm

    02 sent my son in laws phone off for repair as had a sim problem. He asked them to send it back without repairing it and when he went to collect it , it has been damaged. They are saying it had the damage when he took it in although their record sheet when he dropped the phone off does not mention or show the damage . What can he do ??

  • jimmy Ulyatt 9 January, 1:14 am

    Hi, please help…
    ive had my phone for just under 4 months (sony xpearia) within the first 2 months it was sent back for repear due to overheating. Received my phone back, within the next month i started to receive no signal arghhhhh and would only get it by switching it on and off.
    I bought additional sd card for more storage however the plastic that hold the sd card in wouldnt close properly but i managed then within a week nobody could hear me and the only way they could was by loud speaker…. so it got sent back again. Now they are saying that because the plastics sd holder isnt there ive lost my warranty and they will not repair my phone without a charge of £79.00 which i refused to pay. Now nothing will work and they are saying it could be water damage… i can assure you its been nowhere near water, and basically if it cant be repaired they will refund me the £79.00 but then im without a phone, ive been told so many different things from them? And ive argued with them and they have agreed to pay half if it can be repaired but they have also told me that im eligible for a new phone yet virgin mobile have said the opposite and it wouldnt matter how many times it broke down if it can be fixed then it would be and i would not be replaced with a new one.

  • khier 9 January, 8:02 pm

    My mum has a phone on contract with virgin. She is about 9 months into the contract. A few months ago the battery kept draining so she went back to the shop and they told her to buy a new battery which she did. The phone is still draining the battery and stays on for a very short period of time. After returning to the virgin shop she was told it was to be dealt with by car phone warehouse, who have said it’s nothing to do with them, after returning to virgin again she was informed that due to a crack on the screen she would be charged up to £100 to fix the screen. My mum has explained that she is not worried about the screen having a slight crack in it and they can leave that part but that she need the phone to actually power up and stay on for longer than 20 mins. Are they allowed to charge and refuse to fix the phone if can’t pay for the screen?

  • bernadette 13 January, 1:17 pm

    Hi cld someone tell me if I can demand a new phone as mine went for repair on the 20th December now they’ve no idea where it has went and this is now three weeks can I demand a new phone as they are saying I need to wait till 28 days are up thanks for help

  • Mohmedayaz 21 January, 9:07 am

    Samsung is taking long time to return my phone. 3 weeks and more still not returned. Anddoes not want to give replacement too

  • Janice owen 11 April, 5:14 pm

    Bought a Sony exeria from Virgin inserted sim downloaded my contact details etc message saying no sim no service phoned virgin same day advised take sim out put back in same message sent back to Virgin next day they have said repair centre have said I have physically damaged the reader must have put sim in wrong and I am therefore liable to pay £78 for repair told if I cancel contract need to pay full price for handset is there anything else I can ďo thanks

  • lindsay 22 April, 12:35 pm

    hello my husband has a samsung galaxy edge. the phone has stopped charging so we contacted samsung and they agreed to take phone and repair. However we received a email and they state under their warranty, which i may point out we asked them where this stated. they refuse to repair the device due top a hairline crack on the screen. despite numerous of lengthy telephone calls samsung insist we must pay £200 to have screen repaired (this crack has been ion the mobile for months, its seems it is a common fault as screen are very flimsy) then said once the screen has been repaired they will look at the device. we have said to samsung we do not want the screen replaced just answer why the deviuce wont charge and repair!! can you help?

  • Michelle lever 29 April, 1:54 pm

    My son bought his dad a phone for his birthday in January ,it cost £250 , it started not sending or receiving phone calls ,took it back to car phone warehouse who sent it off for repair ,got it back after 2/3 weeks yesterday which was 28th april 2016 and it still has the same problem. I would like to know where we stand on entitlement to a new phone .
    Kind Regards

  • Carl 17 May, 3:45 pm


    I sent my phone away for repair. it come back damaged. the shop was blaming the repair center. The repair center have photos of it arriving to them damaged. i phoned EE and they said they cant do anything as the EE retailer sent the the phone away The shop offered me a complete different phone and not as good as mine (different make and model). I refused the swap.

    What can i do.


  • Marie Mansell 15 July, 11:20 am

    Got a Samsung phone on a 2year contact at £50 month. The phone won’t charge so went into the shop they said we need to send it of to Samsung. So we did Samsung emailed us saying it will cost £158 to repair it also there was a slight crack in the back of the phone they will replace that to and it will have a new warranty om the parts. My husband payed the money then we got a email saying the phone is on its way back to us .When the phone arrived it still wasn’t working it had a letter saying they now can’t repair it because the inside bord is damage and the phone isn’t working I called them and said you told me it was the charging point and you took money to repair it she said the bord is fried so I said that means the phone won’t work she said yes I said so why can we charge the phone wireless the she couldn’t answer me I said it just won’t charge through the point long sory short 158 pound out of pocket and a phone that won’t charge through the point and a 12 month contract that we still have to pay any advice please

  • Donna Terry 25 July, 7:46 pm

    Hi my EE phone contract was brought through carphone warehouse and just have massive problems getting a signal and/ or accessing the internet. EE state they are only responsible for providing my free minutes and text…they are not responsible for the fact I cannot get a signal as there is no guarantee my phone is compatible with their network?
    If I want to break the contract with them I have to pay £200. But they also say my contract is with Carphone Warehouse. ..what is correct please I am of the opinion EE are in breach of the level of service plus all the other failings I’ve had over the past 18 months.
    Donna Terry

  • Tina 26 July, 1:22 pm

    I purchased a Sony Xperia m4 Aqua in less than two months the front facing camera disappeared . I sent it back to Virgin but they couldn’t repair it and sent me a reconditioned phone full of scratches. I complained and was told it wasn’t acceptable , I had to send it back only for the same phone to be sent back, after several phone calls and emails they still haven’t sorted it out. Why should I accept a rubbishy looking quality phone in place of an immaculate six week phone ? What can I do ?

  • Craig maggs 15 August, 5:55 pm

    My son has not been able to use his contract phone from virgin for nine days now due to technical issues can I cancel contract. As he needs phone

  • Adrian 5 October, 10:18 am

    Hi, both myself and wife took out 2 contracts at car phone warehouse back in may. The sales advisor told us that EE would be the best as the coverage in our area is excellent. We left the shop very pleased , we got the phones we wanted and an excellent coverage!! The first time we used our phones at home we found it very difficult to understand what the person was saying and vice versa, it was at this point we noticed there were no signal bars on the phones. My wife contacted EE and they even said we should never of been sold an EE contract because of the area we live, they sent us a booster signal box which occasionally works. I have complained to car phone warehouse 3 times and their response is that I need to take it up with EE!!

  • Mitch 26 October, 4:31 am

    Me and the wife purchased to Samsung Galaxy s4 phones I only had mine for a couple weeks and it started shutting off for no reason and I sent it to bell for repairs and it took a long time before I got it back .. bell said that it just needed to be reset and that nothing was wrong with the phone so I keep using it and it continued to do the same thing crash for no reason so I kept calling bell and they just kept telling me to reset it so that’s what I did and still it was crashing I argue with bell for weeks and weeks ontail finally they told me to send it back to the repair department so I did weeks went by and finally I got my phone back from bell again and they told me that it was my battery and they replaced it so that was good enough one day after that is it kept crashing 10 times in one day I was sick of it all I argue about it with bell for months and finally I had the phone for a year and bell said to me sorry but your one year warranty is up we can’t help you with your phone sir but you can do a early buy out and pay the remaining balance on the device and then sign a new 2 year contract to get another device and I said no way I’m not going to do that pay hundreds of dollars for a phone that doesn’t work ….happen that I had a old phone lieing around and used it for a few months and finally done a early buy out and payed off the remaining balance on the 2 s4 me and the wife then got to new galaxy S6 Edge phones and I only had it for 2 months and it stopped working I never had a mark on it just like brand new I faught with bell for to weeks before they sent me a loner and took my device in for repair bell had my device for a month before they returned it to me I called them a week before I received my phone back and they said it was repaired and it was being returned to me so when I opened the package I took up my device and pushed the power button and it won’t turn on so I got a charger and plugged it in and then tried turning it on it came on for a second and a triangle with a tomater in the middle started beeping and saying internal temperature high and died so I looked at the repair completion paper work that come back with my device and it said that my device had a faulty internal display and that the cost of the repair was more than what the device was worth and that they wouldn’t repair or replace my device so I called bell and they told me to take my device to the nearest bell store and do a early upgrade and that bell was going to wave the up grade fees and the balance owing on the phone so I drove 3 hours and got to the bell store and the lady at the Bell store called bell and they them told her that they had no record of me calling them and no record of anyone tilling me to return my phone so the lady at the Bell store told bell that this was very unprofessional of bell and that the customer should have had is phone replaced now almost 7 weeks later bell is saying that my phone had water damage and that they will not cover it there was no mention of water damage ontail yesterday and the lady at the Bell store told bell that there was no damage and no water damage on my phone when I sent it to bell for repairs bell is coming up with every excuse to not give me a phone this is twice now bell did this to me ridiculous this is

  • Michelle Georgeson 28 November, 8:58 pm

    I bought a brand new top of the range Samsung 7 phone and 6 weeks later, despite taking every precaution of having a phone cover and top of the range glass protector, it broke after taking a slight tumble. Disgustingly they asked for £200 to repair it. TEN WEEKS LATER (maybe more, I have lost count), they have failed to repair it, lost my replacement and have spent ten weeks fobbing me off, lying to me and practising the worst customer ‘service’ I have ever known. I would like a refund of both the handset and the repair that never actually took place (!), what are my rights. Bearing in mind I have not had my phone for nearly 2 and a half months now!

  • Mo 6 December, 10:08 pm

    I have an LG phone on a Vodafone contract which I got about 10 months ago. The phone stopped working and the Vodafone shop sent it back. I have now had a call from LG saying I need to pay for the phone to be repaired as it had some scratches on it which has void the warranty. Surely this can’t be correct?

  • Amanda Mccully 14 January, 8:30 pm

    I took my first ever contract ever with phone shut down,went on to blue screen for an hour,cut off a call etc.i went back ( nearly a year) later when it started happening.they replaced my phone with the same model.( I’m in a 2yr contact).Now have 10 months to go and this phone is doing the never go to contract again!!!!What rights do I have now??

  • Sarah Butcher 22 January, 9:50 am

    I have switched my Partner and I to BT mobile, SIM only, I have been with Orange on contract for over 16 years, I phoned them on 9/12/16 to cancel I was given my PAC code, I wrote all the info down, but lost the paper, I was leaving it till near the end of the contract before I used the code, my phone did not switch off so I assumed that the deadline had not passed, tried to use the code, told it had expired, rung Orange, I could have a new code had to give another months notice, because I had not used the code, to me that is my own fault, I still gave a months notice, I told them to just cancel the contract, I thought I would change my number I was just so annoyed, assuming it would cancel asap, this is not the case, so I must be still giving a months notice, I can receive text, and phone calls, they did not send me a letter when I cancelled either. I was also told they all sing from the same Hymn Book. My Partner cancelled with Vodaphone, SIM only, he was not offered his code he has been with them for over seven years, he received a letter to end his contract, phoned for the Code, told him he would have to sign up for two more days to have the Code. As we have not ever changed providers before, we were not aware how things work. I just want to know, is this what happens? I was not told if I did not use the code they would assume I was staying, even though this is only £12.00 we are talking about, it is just so annoying, it is most probably in Terms and Conditions somewhere.

  • Ieva 4 February, 9:53 pm

    I bought Samsung s6 end of August 2016, middle of January it suddenly went unresponsive, so I took it back to currys where they kindly checked phone and booked it in to send it to Samsung.
    At the time of inspection they agreed phone was unresponsive and report shows there was no physical damage
    Next day currys called to say Samsung refusing to take phone from them and I had to do it myself
    I contacted Samsung and they picked up phone with UPS next day
    After couple days me calling customer service they said it’s out of warranty as LCD screen is broken.
    I asked them to send me picture of damage, so they did but didn’t answear any future questions instead they just send my phone back inrepaired saying in a letter that I refused to pay for repair
    When I reserved phone it was clearly damaged, I took it back to currys for them to confirm that damage was not there before which they did.
    Raising this issue with Samsung they refused to open claim as damaged in transit as packaging wasn’t damaged ( its flat packaging and phone could of been under many things and squasht while packaging would stay intact)
    Can you please let me know how is the best way of dealing with Samsung, as up to now I haven’t received very good customer service and want to take this case future

  • Wendy howard and michael Phillips 13 May, 4:44 pm

    My partner michael took me to a virgin store and we purchased a galaxy phone on his already existing account. After a few days the phone was not receiving incoming calls . We went to the shop we bought it from and they said they would give us. New SIM card this will fix the problem . After returning home the phone was still no working correctly . We rang virgin and talked us threw some trouble shooting problems which we did. Again this did not fox the problem so we again rang virgin who made us trouble shoot again . After the phone was still not working we again returned to the sore who said our 14 day cool of was over and where no longer allowed to cancel . They said we had to ring virgin and ask for a repair . We did this and they sent us out a package with label to return the phone . 2weeks later my partner rang to see what was happening to be told the phone had not arrrived . He was told to ring the next day , he did and got the same answer . The third day when he rang , virgin told him to contact the post offfice . My partner did this they said the package seems to have got lost in transit they don’t know where it is . We then rang virgin again but we are getting no where . We have no phone but are getting charged for the contract . I was never offered a like for like while my phone was sent away ( I did ask ) they would only give me a SIM card to put in an old phone that we had . Please help

  • carmel 26 May, 5:11 am

    I brought my samsung pay as u go phone 2 months ago it wouldoes not charge then I could not recive or make calls or text shop says I have 2 take it 2 Samsung shop what rites do I have Ples?