Consumer Products

Frequently Asked Questions


How do I set up Text messaging?
Most handsets will be capable of receiving text messages , however you will need to request to send them as it is a chargeable option. Text Messaging is a chargeable option which costs a subscription fee of Ł1 per month. You request text messaging by calling customer service free on 121 from your handset. After approximately 24 hours you will need to switch you handset off for a few minutes and when you switch it back on again text messaging (to send) will be functional. Costs for sending text messages are 10p to other networks and 4p to other One2One users.

What is the One2One Service Centre number?
The One2One Service Centre number +447958879879. You must enter and save this number at the "Service Centre" menu option in your handset which is usually in the "Messages" or "Mail" menu. It is very important to save this number exactly as above, including the + and without any spaces.

What is predictive text input?
Predictive text input makes writing text messages even faster and simpler by using word recognition. Your phone searches an integrated dictionary so that when you enter text messages your phone will compare your entry to 'guess' words.

What is voicemail?
An answerphone facility for your mobile phone. Collecting messages is totally free on all One2One mobile phones except whilst abroad [International Roaming]

How do I set up my voicemail?
If you have a new connection by dialing voicemail through either a designated voicemail key of through your menu option and following the voice prompts your voicemail will be automatically set up. If you are already on connected and at a later date decide

What is International Option?
For Ł2.50 a month this option allows enormous savings on international calls received and dialed. [International Roaming]

What is E-mail?
The facility to send and receive short E-mail's to a One2One handset. This option costs Ł1 per month (Ł2 on standard time plans). It is only 4p to send an E-mail. This option can be requested from customer services.

How do I send E-mail messages?
To send you will need to go into text messaging/sms. Type in the e-mail address##subject#message# (upto 160 characters) and then send to 191.

How do I receive Faxes?
You will need to request fax messaging option from One2One (charged at Ł1 per month for standard time plans) from customer services. You will be allocated a separate fax number. When a fax is sent it is held alongside your voicemail. To receive the fax tell the network where to send it via your handset.

What is a Data Suite?
A data suite is provided by the network and usually comprises of a CD and lead. This CD will need to be installed into your computer to basically teach your computer to communicate with a mobile phone. There may be a cost involved and you will need to speak to One2One customer services regarding this.

What is Partners?
If you are part of a family, group of friends or small company, each of whom have there own mobile phone then One2One partners provides you with a uniquely flexible multi-phone package. The packages will need to be registered in one name and address and although one main bill will be received the different mobile packages will be outlined clearly and charges broken down. This option is available on all contract and All in One packages. All mobile phones on this option will have a 50% discount rate on all calls made to each other.

What is All In One?
This is a registered package which is purchased including one years line rental, connection to the One2One network, handset, home charger and SIM pack. The price will depend on the handset chosen and after your first year you can pay another years line rental upfront or opt for a monthly line rental. It is beneficial for the occasional user whom does not wish to pay a monthly line rental. Used occasionally this package will give you excellent savings and the freedom of a mobile phone.

What is a contract?
A contract basically means you sign a 12 month agreement to go on line. You will choose a monthly chargeable tariff and be billed accordingly.

What is the difference between More 2 Say and Up 2 You?
Both packages are exactly the same except More 2 Say packages are aimed at the younger generation and include a free handsfree accessory. All prices are dependent on the handset chosen.

How do I credit a voucher?
You dial 121 from your handset and follow the voice prompts. You will be asked to key in the voucher number found under the scratch off silver strip followed by the # key. Once this has been done you will be asked to select a time plan [Pay as you go] and confirm your selection.

When do More 2 Say/Up 2 You vouchers expire?
Providing one call a year is made from your handset your voucher will not expire.

How do I upgrade my Handset if I am a Contract Customer?
Link to upgrade page

How do I upgrade my Handset if I am an All in One Customer?
Link to upgrade page

How do I upgrade my Handset if I am a More 2 Say Customer?
There is no upgrade option available to pay as you go customers at this present time. If you wish to change your handset you will need to purchase a new pay as you go package.

What is the difference between Precept and Anytime Tariffs?
Both sets of tariffs are available on contract, however, Anytime tariffs are aimed at the social user and Precept tariffs are tailored for the business user. This is only a guide and it will generally depend on when you using your mobile phone and the types of calls that will be made. For instance for calls made mainly peak or to foreign networks the Precept tariffs will be most cost effective. Also many chargeable options are available free on Precept, hence saving you money for extra options. [Consumers]

Can I change my tariff once within a Contract?
You can change you tariff once a month at no extra cost.

What proofs are needed to gain a Contract for a business customer (Ltd, Plc, Govt, NHS, charity or Partner over 50 employees)?
Proof of business authority:- (need one from list below) Payment by company cheque from a UK bank or building society Payment by UK bank/building society/company credit/debit card Order by company purchase order (for government or NHS must be provided in addition to business authority proof) Proof of business identity:- (need one from list below) Signed authorisation on company headed paper Gas, electricity, water, or BT bill in the name of business Certificate of Incorporation Change of company name certificate VAT registration certificate

What proofs are needed to gain a contract for private (all private, self-employed/sole trader and partnership under 50 employees)?
New Private customer Proof of Identity:- (need one from list below) Full driving license Passport UK bank or building society credit/debit/cashpoint/cheque guarantee card Proof of address:- (need one from list below) Full driving license UK bank or building society account/credit card STATEMENT Council tax statement or payment book Gas, electricity,water or BT bill Bill from fixed line telephone operator (not BT)

New sole trader/self employed/small partnership (less than 100 employees) Proof of business:- (need one from list below in addition to new private customer proofs) UK bank or building society business cheque book UK bank/building society business credit/debit card VAT registration certificate A printed supplier invoice addressed to the company or business Gas, electricity, water or BT bill in the name of the business Business fixed line telephone bill (not BT) Leasing/rental agreement

How long is the minimum contract term?
Twelve months, however once this initial term has expired and you wish to disconnect there is no notice period that will be enforced.

What is W@P?
The wireless application protocol (WAP) is designed to bring the Internet, in a modified form, to mobile phones. Users access sites written in a cutdown version of HTML, from their mobile.

How do I speak to Customer Services?
You will dial 121 free from your handset or 0958-121121 from a landline.

What does PCN mean?
The variant of digital phone technology that One 2 One, Virgin and Orange use. In the industry this technology is called GSM 1800.

What is a Sim?
Digital phones use a small card to hold subscriber details and an electronic password. This is called a subscriber identity module or sim. If you remove the Sim and fit it into another compatible phone, the calls you make will be charged to your account. Sim cards come in two sizes, large and small - you should be supplied with the right size to fit your phone.

What is a Handset?
A handset refers to a mobile phone (this usually is the name given for just the phone not including SIM or connection).

What is Handsfree?
A handsfree refers to the device which allows you to talk on your mobile through a lead which plugs into your mobile and has an earpiece and microphone attached in which to communicate through.

What is an Infra Red emitter?
An invisible link between mobile phone and Laptop PC.

What is GSM?
GSM (Global System for Mobile Communications) is often used to mean digital services, known as GSM900, from Vodafone and Cellnet. The One 2 One, Virgin and Orange services are sometimes called GSM1800.

What is Dual Band?
If you have a dual band mobile phone this means you can go anywhere in the world where One2One has a roaming agreement [International Roaming] with a GSM 900, or GSM 1800 network.

What is Triple Band?
Is very similar to dual band however, your handset has even further capabilities which means you can now roam the USA.

What is International Roaming?
Enables you to use your phone abroad. It is not like dual band where the handset needs to be designed in a particular manner but an agreement which you request by calling customer services it advisable to at least give 7 working days notice. Customer service will then set this up while you are on the line a assess your credit worthiness to roam abroad. A holding deposit may be requested. This is due to customers paying for incoming calls as well as outgoing calls and voicemail. Not currently available on pay as you go.

Can you port Mobile numbers from other Networks?
Providing the number that you wish to port is not still tied into a contract term there should be no problems.

How do I port numbers from other Networks?
When connecting to your new One 2 One mobile you will complete a number porting form instore. You will also need to supply your latest bill from the network you are porting from. One 2 One will process the request and notify you of the date the changeover is due. Usually this takes approximately two weeks. In this time you will have two connected mobiles. Under no circumstances hand your notice into your current network it is not possible to port a number if it is disconnected.

What is EFR?
EFR means Enhanced Full Rate or Enhanced Digital Sound which in layman terms means the latest digital technology which guarantees the clearest reception a mobile phone can offer.

What is voice activated Dialling?
Speak the name of the person you are trying to call into your phone and it will dial the number for you.

What is call divert?
You can divert calls to your voicemail or another UK fixed-line or mobile number. This means when your mobile is dialled the call will come through to the phone you have diverted your mobile to.

What is call waiting/hold?
This option is selected via your handset through the phone setup option in your menu. When activated this enables the handset to make you aware of when a second call is coming through rather than giving the second call an engaged tone they will be made aware that you are on a call but know about their call. You have the option to put the first caller on hold and take the second call and swap between the two.

What is caller display/caller line identity?
The name (providing listed in your phone book) and number of the incoming caller appears on the phone display.

What is Data compatible actually mean?
If you have a data compatible phone, this allows you to send and receive faxes, download data files on to a computer or connect to the Internet. Some services subject to connection to One2One fax & data Plus services. Not currently available on pay as you go.

How do I pay my Bills?
You can either pay by Direct Debit (One2One will send you a bill prior to the amount being debited from your bank to give you notice). Any other payment method will be charged at a monthly fee of Ł1. You can pay when the bill arrives by sending a cheque (ensure giro slip from bottom of bill enclosed and account number or mobile number noted on back of cheque), or you can pay cash into any bank, building society or post office. This may incur an additional cost but that will be from the bank using. If you want to avoid this it is advisable to pay from your own bank or into the Midland bank which is where the One2One account is held.

When I purchase a mobile how long should the first charge be?
We advise approximately 12 to 14 hours.

What are Peak and Off Peak hours?
Peak hours are 7am until 7pm and off peak hours are 7pm until 7am. Also included in off peak hours is midnight Friday until midnight Sunday.

What does my Warranty Cover?
Your warranty cover will depend on the type of handset you have and is a service offered by the manufacturer. The period of cover is usually for 12 months and basically covers your handset against any technical faults within the warranty period. It does not cover accidental damage, loss or left.

Can I take out Insurance cover for my Handset?
All contract and All In One mobile phones can be covered by insurance, it is not available for Up 2 You/More 2 Say packages. The insurance cover protects you against theft, loss or damage and costs Ł3.99 a month (charges appear on monthly One2One statements. Call the Phonecover hotline free on 0800 9567777 to apply.

What is standby time?
The maximum amount of time your battery will last before you need to charge it again.

What is talktime time?
The maximum amount of time you can talk on your phone after each battery charge.