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Frequently Asked Questions

If you have questions or are unsure of anything on our website please have a look through our frequently asked questions.

How does your site work?

We are partnered with mobile phone retailers and networks who supply us with the data of their individual deals, we use this information to calculate the cheapest price for each tariff based on the overall cost of ownership. In the case of pay monthly contract deals we calculate the entire costs of the complete contract period minus any cash back or discounted line rental charges, in the case of Pay As You Go phones and SIM free handsets we simply calculate the cheapest cost based on the initial purchase price of the device.

Can I keep my existing mobile number?

If you are choosing a deal on a different network to your existing provider then you can keep your mobile number, this is known as ‘porting’ your number from one network to another. This is what a large percentage of mobile users do every time their contract runs out as they can usually benefit more from being a new customer on another network than staying with their current supplier.
‘Porting’ your number is extremely easy these days, order your new phone and then call your existing provider to get your PAC code.
Once your new phone has been delivered simply give your PAC code to your new network and they’ll move the number for you – It’s that easy!

If you have decided that you want to stay with the same network with the same number and just want a new phone, this is called an ‘upgrade’, you can find a complete list of phones available with upgrade deals on our Upgrades page.

Are all phones brand new?

The majority of the phone models on our site are brand new, however to save customers even more money we also feature ‘refurbished’ handset deals. These are simply phones that have been dispatched to customers once before and returned if the customer changed their mind, they are then fully tested, reboxed and sold again with a full manufacturers warranty so are more or less brand new once again.
For peace of mind, all mobile phones supplied with a contract agreement come with a 14 day money back guarantee.

When will I receive my cash back?

When deals state ‘automatic’, ‘guaranteed’ or ‘instant’ cash back there is no need to make any claims, all other cash back deals require you to redeem your payments throughout your contract period. These deals differ from retailer to retailer so make sure to check their individual terms and conditions but you will receive information about how to claim your money with your new phone.

When will I receive my free gift?

We try to show when deals include a free gift exactly when the retailer states delivery, many phone deals with free gifts include the gift with your phone delivery, other are 7 days and others longer. Again, we would advise checking the terms and conditions of individual retailers for more information.

How can I make a complaint?

We are always looking for ways to better our service and procedures, if you have ideas on where we can improve or would like to make a complaint please use our Contact UsΒ submission form.

My question hasn’t been answered!

Please use our submission form to Contact Us and we will try to help you further.

© 2024 Phones LTD

Our price comparison service is free to use, we fund our service by being compensated by our retail partners for successful purchases. Data for our comparison service is supplied by our retail partners and updated regularly, please always check the deal information on the retailers website before placing your order.

The UK networks can adjust your monthly payments once per year equal to or above the Retail Price Index (RPI)/Consumer Prices Index (CPI) rates published by the Office for National Statistics. Please check T&Cs of your chosen network operator before purchase. is operated by VTO3 LTD as a price comparison service. Registered Office: 203 Henley Rd, Ipswich, Suffolk IP1 6RL, Registered in England No. 05528173