Go to main content

Frequently Asked Questions

COVID19 advice: Service | Installations | Billing | Repairs

Information correct as of 27/03/20:

I have a faulty handset, are you able to send an engineer to fix or replace it? 

In all cases we will be attempting to resolve any faults with devices remotely; if a device needs replacing we will talk customers through the process of swapping this over the phone and if the device needs configuring first, we will do this from our location before shipping to your premises.

If a visit is then deemed as necessary, then we will review each requirement on a case by case basis. The review process will take into account the urgency and criticality of the requirement (in line with the UK Government Guidelines), and also the risk and exposure to our staff.

 I have a service with you and I’m having to close my offices whilst the current guidelines are in place, are you able to divert my calls to my mobile or another line? 

Yes, we absolutely can, please call our Technical Support team on 03300 888 999 and select option 3, option 2 to discuss the options available. Please note that there may be a small setup fee and call charges will apply for the forwarded leg of the call.

I have a fault with my service, will it be resolved within the advertised SLA’s? 

Openreach issue MBORC in the rarest of conditions when they feel the conditions prevent them from being able to provide or repair service within the target lead times, and in the current climate it has been deemed reasonable to implement these measures.

This does mean that Openreach may struggle to repair your service within the normal target lead times as they have to prioritise faults affecting businesses that are considered critical national infrastructure (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government).

Under the current Government guidance, the engineers will attempt to resolve the fault remotely to the premises.
For Analogue Lines, ISDN, FTTC, FTTP and ADSL, if they are unable to do this, they will only attend the premises if the fault is a complete loss of service. Before entering the premises the engineer will ask two specific risk assessment questions and as long as the answer to both is yes, they will enter and maintain certain safety protocols to complete the resolution.

For Ethernet services, again the engineer will attempt to resolve the fault from outside of the premises and if unable to, regardless of the fault type they will proceed to the premises and ask the two specific risk assessment questions, as long as the answer is yes to both the engineer will proceed with diagnosing the fault there.

In each case, if the engineer deems the risk to be too high, the fault task will be passed back to assess options or to be reappointed for when the risk levels have reduced.

Information correct as of 27/03/20:

We have arranged for customer repairs to go direct to the relevant repair centre OR for WeFix to perform a home visit. Once the handset is repaired, it will be returned to the address provided.

Please look at the following to identify the most effective way to get your handset fixed easily:

Apple handsets:

In Warranty – Please go the link below to receive a warranty exchange with Apple online.

https://getsupport.apple.com

Out of warranty – All customers will have the option of using either of the following:

  1. WeFix (doorstep repair via booking on website)  – https://wefix.co.uk/
  2. Apple Online – https://getsupport.apple.com
  3. Onecom: Call us on 03300 888999

Samsung Out of warranty:

All customers will have the option of using either of the following:

  1. WeFix (doorstep repair via booking on website)  https://wefix.co.uk/
  2. Samsung Online – https://samsungrepair.com/
  3. Onecom – call us on 03300 888999

Non-Structured Range:

Faulty handsets that are not covered by the AR scheme will be sent directly to the relevant repair centre. The repair will then take place under warranty, or a quote will be given for repair if the fault is not covered by the manufacturer’s warranty. Once repaired the handset will be sent back to the customer via the repair centre.

We are working hard to ensure that we support our customers as best we can during this difficult time. The above changes will allow us to continue to offer the most effective support in the short-term. If you have any questions, please either contact your account manager or speak to one of our experts on 03300 888 999.

Information correct as of 27/03/20:

We’re still taking and fulfilling orders and we will do the very best we can to meet the needs of our customers over the coming weeks. The telecommunications industry is key to keeping people connected now more than ever. We are ready to help wherever we can.

I have an order for the installation of new services, will these go ahead?

This will depend on the services being installed and who by:

Openreach Analogue Lines & ISDN

If an appointment has been booked already, the engineer will attend to attempt the provision of service from external to the property. This is generally be completed using a ‘stopped line’ where there is already an existing socket connected to the cabinet that can be made live. The engineer will NOT enter the premises unless your business is considered as critical national infrastructure (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government). In cases where you are not considered critical national infrastructure, the engineer will defer the installation until a later date.

If you are yet to receive an installation date, you will be provided an appointment date soon. The appointment you will be issued with will be from 01 June 2020. If your business is considered as critical national infrastructure, please make a member of our provisioning team aware on 03300 888 999 to review the impact to your business and assess if an appropriate escalation is required to try and bring this forward.

Openreach FTTC

This appointment will still go ahead on an existing already installed Analogue line as no access is required to your property. If the service is due to go live in line with a new Analogue Line being installed, this will be reliant on that primary service being able to be installed as above.

Fibre Ethernet (DIA & EAD)

If your business is on the critical national infrastructure list our carriers will still be proceeding with installations however on a restricted basis with justification of criticality required.

Otherwise, all installation activities that require access to a customer’s premises, including but not limited to site surveys and fibre jointing, are now suspended until after June 1st. Our carriers will attempt to complete as much of the inflight orders from outside of the premises as possible, but if internal work is required, these will be rebooked post 1st June. Any orders that do not require on premise installation will proceed as normal, however these cases will be very limited.

Horizon & Mitel installations

If your business is on the critical national infrastructure list (NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses and other categories defined by the Government), then we will still be attempting to deliver the service however this will be reviewed on a case by case basis. The review process will take into account the urgency and criticality of the requirement (in line with the UK Government Guidelines) to still go ahead for you, and also the risk and exposure to our staff.

Where possible and depending on the installation type, we will attempt a remote installation where our engineers will configure all of the equipment into a ‘plug and play’ state and then can guide you through the setup. Where a physical installation is deemed not safe or possible, we will discuss other options with you such as rolling out soft clients to enable the users to work remotely for example.

In any case, all planning and preparation will continue as normal so that when the risk is reduced, we are ready to install the systems.

I have an order to transfer my services to you from another provider, will these still go ahead?

If we are not installing any new services, then your order will not be impacted and will go ahead as per the expectations set by our team. If new services are being installed in line with others transferring, then the new services may be impacted however we can work with you to transfer any services in the background to enable the cost savings you’re expecting. To review the impact to any new services, please refer to the question “I have an order with you for the installation of new services, will these go ahead?”

I want to upgrade my service from ADSL to FTTC (Fibre to the Cabinet), can I still do this?

Yes you can, an upgrade to FTTC is done from the green cabinet in your local area and does not require an engineer to attend the property. In the current climate Openreach will have a reduced availability of engineers to complete this task, however it will go ahead as quickly as logistically possible.

Information correct as of 27/03/20:

We are receiving a number of requests for help from businesses who are struggling at this moment in time.

Whilst we are exploring avenues to try and offer those most affected some flexibility in their commitments, we also recommend trying to find financial support from the funding package announced by government. At the moment we are making all decisions on a case by case basis. Further information can be found via the links below.

https://www.bbc.co.uk/news/uk-scotland-scotland-business-51938219
https://www.gov.uk/government/news/tax-helpline-to-support-businesses-affected-by-coronavirus-covid-19

Information correct as of 27/03/20:

We’re working closely with our partners and suppliers to continue to maintain service levels as much as possible. We’re still taking and fulfilling orders and we will do the very best we can to meet the needs of our customers over the coming weeks.

The telecommunications industry is key to keeping people connected now more than ever. We are ready to help wherever we can.

Information correct as of 27/03/20:

In the current situation it’s important to be mindful of excess data consumption and out of bundle data charges from users suddenly tethering from their devices. In the recent climate, remote working has become a necessity for some – but not something that businesses may have planned adequately for. As a result of this, the industry is suffering from a shortage of MiFi units.

We currently have stock of these devices, but it is in demand. We can also look at alternatives, such as using a low-cost 4G enabled phone, on a separate data plan that your employees can tether from.

To offer peace of mind on data charges, we are offering special tariffs with a 4G Alcatel Link Zone MIFI on a short contract that your users can tether to on a stand-alone tariff, that will not impact the company’s data allowance. Please contact us for further details.

Load More

General FAQs

What is RPI? 

The Retail Price Index (RPI) is a measure of whether the cost of goods and services is going up or down based on average price changes across several industries. A new index is published every month. There’s lots more information on the Office for National Statistics website.

Why am I being impacted?

So that Onecom can maintain and improve the level of service we provide it is essential we adjust our pricing in line with any RPI inflation. It is standard practise across the telecommunications industry and our pricing will remain highly competitive.

What services will be impacted?

All line rentals and fixed costs.  Pence per minutes rates remain unchanged.

How was I notified?

We wrote to our customers last year notifying them of a change in our terms and conditions. Any new customer that has joined since will have been referred to these updated terms and conditions in writing and or as part of the call. Most recently we added a note to your bill, reminding you.

Contact us with your IMEI & mobile number – we will then request this on your behalf. To unlock your device will take 2-10 working days, and we’ll let you know when it’s completed.

For accounts with more than 10 mobile numbers, please contact your account manager as there may be a charge for this service.

If your phone isn’t set up to use mobile data or picture messaging (MMS) yet you’ll need to refresh your settings.

To do this text WEB to 40127 (free from your Vodafone mobile).

You’ll receive a message like this:

faq1

Shortly afterwards you’ll receive configuration instructions specific to your device.

Please complete the below form:

  • Must be 20 characters and begin with: 89441000
  • Must be 20 characters and begin with: 89441000
  • This field is for validation purposes and should be left unchanged.

Your mobile number will be transferred onto your new SIM card as soon as possible, so please keep both SIM cards on you until this has processed successfully. Please note that this can take up to 1 full working day to complete.

You can find out your own phone number by simply keying *#100# into the device.

You can set up Vodafone voicemail from your handset by dialling 1211.

To switch voicemail off, dial 1210 from your handset.

View the guide here.

 

You can find out the IMEI of your device by keying *#06# into the device.

When it’s time to upgrade, you can get the latest phones with all the new features. Upgrading can be a really simple process and we can take care of the process from beginning to end.

How long you have left on your contract may have a bearing on when you’re able to upgrade. Find out what your options are and the best deals currently available to you. Contact us to find out more.

Load More

Getting Started

Please complete the below form:

  • Must be 20 characters and begin with: 89441000
  • Must be 20 characters and begin with: 89441000
  • This field is for validation purposes and should be left unchanged.

Your mobile number will be transferred onto your new SIM card as soon as possible, so please keep both SIM cards on you until this has processed successfully. Please note that this can take up to 1 full working day to complete.

You can find out your own phone number by simply keying *#100# into the device.

You can set up Vodafone voicemail from your handset by dialling 1211.

To switch voicemail off, dial 1210 from your handset.

View the guide here.

 

You can find out the IMEI of your device by keying *#06# into the device.

Your number will transfer to the Vodafone network between 9am and 5pm. During this period your existing SIM will stop working and you will need to insert your new SIM into your device.

You may notice that some services aren’t working at points whilst others are, so we recommend intermittently rebooting the device to push through any updates.

If you experience issues after 4pm, please contact us for technical support.

You should receive a confirmed connection date, which is when your new number will be connected onto the network. You shouldn’t need to do anything on this date other than placing the SIM card into your device.

Load More

Account & Bills

What is RPI? 

The Retail Price Index (RPI) is a measure of whether the cost of goods and services is going up or down based on average price changes across several industries. A new index is published every month. There’s lots more information on the Office for National Statistics website.

Why am I being impacted?

So that Onecom can maintain and improve the level of service we provide it is essential we adjust our pricing in line with any RPI inflation. It is standard practise across the telecommunications industry and our pricing will remain highly competitive.

What services will be impacted?

All line rentals and fixed costs.  Pence per minutes rates remain unchanged.

How was I notified?

We wrote to our customers last year notifying them of a change in our terms and conditions. Any new customer that has joined since will have been referred to these updated terms and conditions in writing and or as part of the call. Most recently we added a note to your bill, reminding you.

To view the Onecom guide explaining how to read and understand your Vodafone bill click here.

You can find out your own phone number by simply keying *#100# into the device.

You can manage your spending, check your balance and access your account through a My Vodafone Account – https://www.vodafone.co.uk/myvodafone/

You can set up a My Vodafone account by clicking on the “Register for My Vodafone” link on this webpage – https://www.vodafone.co.uk/myvodafone/.

If you have any issues, just let us know.

You can change your bundle to increase your monthly allowance of texts, minutes or data at any point by calling or emailing us – please note that there may be an additional charge for this.

Load More

Going Abroad

Make sure you let us know before you go, so that we can make sure your device will be ready for use once you arrive.

We can also discuss the options available to reduce the costs involved with using your device abroad.

Remember that you need to make sure that your voicemail pin is set up before you leave the UK, so that you can retrieve any messages you receive whilst away. This can be done by dialling 121, followed by option 4 and 2 on the mailbox settings.

You may notice that you are unable to retrieve your voicemail messages through the normal 121 route whilst abroad; instead you will need to dial +447836 121 121, where you will be asked for your security pin.

You will need to set your security pin prior to leaving the UK; this can be done by dialling 121, followed by option 4 and 2 on the mailbox settings.

Your device should automatically connect to the best available network within the area. If this doesn’t happen, or you’d like to manually select the network that you are connected to, please follow the below instructions:

  • Navigate to your device’s mobile network settings
  • Navigate to the carrier/network option within this menu
  • Within this option, there should be an option to switch automatic network selection off, select this
  • Your device will now manually search for available networks, which you will be able to select from

If this does not work, contact us.

Using your mobile device whilst abroad can be expensive, but it needn’t be. There are options available to you, dependent on your tariff, which usually include caps and bundles. To talk through your roaming options please get in touch with us.

Important: using your phone on a cruise ship or aeroplane may incur significant charges. Please contact us before you travel.

Load More

Technical Help

Take a look at the step-by-step PDF guide below which explains how you can easily update schedules for temporary closures.

Amending Horizon Schedules for Temporary Closures (006)

Take a look at the following PDF which offers a step-by-step guide on how to change your Horizon voicemail messages.

Changing Horizon Voicemail Messages

Check your coverage and network status – see what network coverage is available in the immediate area (by postcode), check on schedule maintenance or technical issues.

Update your network connection by switching off and restarting your device.

If coverage is normal, there is no maintenance or an issue in your area and restarting your phone hasn’t worked:

Follow the attached guide (Troubleshooting guide – Mobile devices) on how to do a soft reset and manual roam on your device.

Help

Are you looking for the latest deals on your mobile, maybe we can help? Visit our Business Mobiles page and get in touch to see if we can offer you a free no obligation tariff review – we might be able to save you money?

Download PDF

troubleshooting guide mobile devices vrs 1.3

It may be that your SIM or phone is faulty. To test for a faulty SIM, try your SIM in a different phone.

If none of the steps above have fixed or identified the problem, contact us  for advice.

Log into your My Vodafone Account and follow the below instructions:

  • Choose “See usage details” followed by “Manage services” from the menu
  • Pick “Sure Signal” in the menu and then “Register Sure Signal
  • Enter the address and floor of where the Sure Signal will be used as well as the serial number on the back of it

You will then need to connect your Sure Signal by following the below instructions:

  • Plug one end of the Ethernet cable into your Sure Signal
  • Plug the other end of the cable into the Ethernet port on your broadband router
  • Connect your Sure Signal to the main. It should be active in less than an hour, but it can take up to 24.

Please ensure that your device is backed up, packaged securely in bubble wrap and that the back cover, battery and any accessories have been retained unless you have been advised otherwise.

If your device is registered to iCloud or Google, please ensure that these accounts are removed prior to sending the device to us.

Removing iCloud via your device

  • Turn device on
  • Select ‘Settings
  • Select ‘iCloud
  • Press ‘Delete account
  • Enter apple ID password when prompted
  • Select Turn off

Removing a Google account via your device

  • Navigate to settings
  • Select accounts
  • Select Google
  • Select your Google account
  • On older Samsung Galaxy phones, press the Remove account button in the bottom-right corner of the phone
  • On newer Galaxies, press the word More or three dots in the top-right of the screen and press the Remove button

Removing iCloud via your device

  • Turn device on
  • Select ‘Settings
  • Select ‘iCloud
  • Press ‘Delete account
  • Enter apple ID password when prompted
  • Select ‘Turn off

Removing a Google account via your device

  • Navigate to ‘Settings
  • Select ‘Accounts
  • Select ‘Google
  • Select your Google account
  • On older Samsung Galaxy phones, press the ‘Remove Account‘ button in the bottom-right corner of the phone
  • On newer Galaxies, press the word ‘More‘ or three dots in the top-right of the screen and press the ‘Remove‘ button

Load More

Thinking of Leaving?

  • Moving to Pay as you go means you have to end your Pay monthly agreement
  • You’ll need to check when your agreement ends; if you’re not sure about when this is, contact us. If you’re not at the end yet, you’ll need to wait or pay an early termination fee
  • To start the process of moving to Pay as you go, you will need to call us
  • Your agreement will end 30 days after we have received your formal request to end your Pay monthly agreement
  • You’ll be billed as normal until the date that your number leaves to move to the other network. Your final bill will show any refunds and the early exit fee (if applicable). If you pay by Direct Debit, please don’t cancel this until your final payment has been taken
  • You’ll need to check when your agreement ends; if you’re not sure about when this is, contact us. If you’re not at the end yet, you’ll need to wait or pay an early termination fee
  • To start the process of disconnecting your number, you will need to call us
  • Your agreement will end 30 days after we have received your formal request to disconnect your number
  • You’ll be billed as normal until the date that your number disconnects. Your final bill will show any refunds and the early exit fee (if applicable). If you pay by Direct Debit, please don’t cancel this until your final payment has been taken
  • You’ll need to check when your agreement ends; if you’re not sure about when this is, contact us. If you’re not at the end yet, you’ll need to wait or pay an early termination fee
  • To move to another network, you’ll need a Porting Authorisation Code (PAC), which you’ll need to call us to request. We’ll then issue a PAC, which you’ll need to give your new network provider to start the moving process
  • The PAC is valid for 30 days – remember to use it in that time or your number won’t be moved and you’ll stay with Onecom. If you wait too long, you’ll need to ask for another PAC
  • You’ll be billed as normal until the date that your number leaves to move to the other network. Your final bill will show any refunds and the early exit fee (if applicable). If you pay by Direct Debit, please don’t cancel this until your final payment has been taken
  • Remember that if your phone is currently locked to Vodafone, you’ll need to request for this to be unlocked. We can do this on your behalf if you contact us with your IMEI and mobile number. Unlocking your device will take 2-10 working days and we’ll let you know when it’s completed

Load More

Fixed Line FAQs

If you are new to Onecom then it is likely that your first bill will be pro-rata, taking into account any extra weeks outside of the standard monthly billing period.

Your first bill will start on the date you begin your new contract and finish at the end of the next calendar month, so it will be higher than a standard month.

If you are not a new customer, or you think you may have been overcharged, please contact us on 03300 888999 (Option 1).

Following your order, you will receive an email confirming your go-live date from our provisioning team.

The transfer will take place on the go-live date from 00:01 to 23:59. You will be sent a confirmation email once your services have gone live.

To view the Onecom guide explaining how to read and understand your bill click here.

If you would like to be set up for this service please email fixedlinebilling@onecom.co.uk to request access.

Online billing provides you with the ability to view and download previous invoices and to view the current period’s unbilled usage. You can also run a number of reports including call destination breakdown, service charge type & top thirty dialled numbers.

Please contact our faults team on 03300 888999, option 3 or via email on fixedlinefaults@onecom.co.uk.

Your router will arrive pre-configured. This means that you will simply have to plug in your router and you’ll be ready to go.

To connect a router to your devices with a wireless connection: Plug one end of an Ethernet cable into your wall’s Ethernet port.

Plug the other end of that Ethernet cable into the Internet, Uplink, WAN, or WLAN port on your router.

Ensure that your router is plugged into the mains. Allow for roughly 30 seconds to a minute for the connection to be made.

Your Wi-Fi password will be detailed within your “Welcome to Onecom!” letter and can also be found on the bottom of your new Onecom Router.

If an engineer is required, you will be provided with a date and time slot of your visit.

Your time slot will either be an AM slot between 08:00 – 13:00 or a PM slot between 13:00 – 18:00.

Firstly, you will need to check when your agreement ends. If you’re not sure about when this is, please contact us.

If you’re not at the end of your agreement yet, you can either wait until the end of the period or pay an early termination fee.

To move to another provider, you need to call us on 03300 888999.

You will be billed as normal until the date your services move to the gaining provider. Your final bill will show any refunds and the early termination fee (if applicable).

If you pay by Direct Debit, please don’t cancel this until your final payment has been taken. Your gaining provider will then make the necessary arrangements to take your services from Onecom. You will continue to be billed for any remaining services not taken by the gaining provider.

Firstly, you will need to check when your agreement ends. If you’re not sure about when this is, please contact us.

If you’re not at the end of your agreement yet, you can either wait until the end of the period or pay an early termination fee.

To start the process of disconnecting your number, you will need to call us on 03333 888999.

Your agreement will end following your notice period once we have received your formal request to disconnect your services.

You’ll be billed as normal until the date that your number disconnects. Your final bill will show any refunds and the early termination fee (if applicable). If you pay by Direct Debit, please don’t cancel this until your final payment has been taken.

Load More