Mobile Services: FAQ

My Order

We have been allocated new SIM cards, when can I expect to receive them?
Our SIM cards our sent out via recorded delivery, these should be with you within 5 working days, though we normally expect these to arrive within just 2 days.
Will the Sim Card fit my Handset?
All SIM cards supplied will be Triple SIMs (Standard, Micro and Nano). Triple SIMS can be broken down to the required size of your device.
We will be not be ready for the given Activation date, what do I do?
If there is an amendment required for your activation date please give us at least 3 working days’ notice, please contact our Order hub team at orderhub@2circles.com or on 03456200200.
What Happens on the Activation Date?

New Connection

The new SIM provided will be connected on the activation date given. On the day plug in the SIM provided to your Handset, we hope this will be up and running for you as early as possible but this can take up to 24hours to go through the Network on the day.

Porting Connection (moving from another network e.g. EE to O2)

The port can happen any time on the activation date. When your current SIM stops working, plug your new SIM into your Handset. During the porting process you may experience conflicting service, at this point we recommend rebooting your device.

Migrating Connection (Staying on the same network e.g. O2 to O2)

If a new SIM has been allocated to your migrating number, a SIM swap will be required; this can take place any time on the activation date. Once your existing SIM stops working, plug in your new SIM. If you have not been allocated a new SIM, you will be keeping your existing SIM and there will be no need to swap SIMs. You may lose service on the day, but nothing a reboot should quickly resolve.

How do I transfer all my contacts to my new Handset?

See the below table for the ways you can transfer your contacts and content from your old device to a new device.

 

Your New PhoneYour Old PhoneWhere To Find Help
iPhone (iOS)Android
iPhone
Android: Apple support site
iPhone: Apple support site
Android (all manufacturers)iPhone
Android
BlackBerry
Symbian
Samsung
Samsung Smart Switch or Samsung Kies
Sony Xperia (Android)iPhone
Android
BlackBerry
Windows Phone
Xperia Transfer
HTC (Android)iPhone
Android
Other
HTC Transfer
Windows PhoneAndroid
iPhone
Nokia (Windows Phone)
BlackBerry
Microsoft Switch Easy
BlackBerry 10iPhone
Android
BlackBerry
BlackBerry Device Switch
Will my connection be set up for Roaming?
All our connections will be set up to Roam unless requested otherwise upon connection. We recommend contacting your 2 Circles account manager before travelling so we can advise the best option for your trip.
My Order Confirmation is wrong or needs changing, what do I do?
If there is an amendment required for your order, please contact our Order hub team at orderhub@2circles.com or on 03456200200.
I have received an email about my connections, but not my Handsets?
These communications can be 2 working days apart, if you haven’t received the communications you are expecting please contact orderhub@2circles.com or on 03456200200.
I have received an email about my Handsets, but not my Connections?
These communications can be 2 working days apart, if you haven’t received the communications you are expecting please contact orderhub@2circles.com or on 03456200200.

Mobile Data

What is Mobile Data?

Mobile data is Internet content delivered to mobile devices such as smartphones and tablets over a wireless cellular connection.

Whether it’s browsing the web, sending an email, or watching a TV programme. Downloading and using apps will also take a slice out of your data allowance.

Watching videos on YouTube and streaming music tend to use a lot of data (see “know your data” below), but using Twitter or Facebook and browsing the internet in general uses a lot less.

Use Wi-Fi

Use Wi-Fi wherever possible and save your mobile data. When it comes to using your mobile for ​high usage events such as streaming or opening large documents if it can wait, wait until you are connected on the Wi-Fi.

Limit background data​

Review what’s using cellular data and make any necessary changes. For iPhone, this is located under Settings > Mobile Data. Android this can be found under Settings > Data usage. Let the apps you don’t necessary use all the time just have access to Wi-Fi. Doing so might also help battery life since these particular apps are not active in the background as much.

Change your Browsing Habits​

It’s always better to browse the mobile version of the website on a mobile device, so avoid using the desktop versions of a site if you can. Also, despite taking up a fair amount of storage on your phone, the browser cache is actually a good thing here. By preserving your cache, you won’t have to download images from frequently visited websites every time you visit them. ​

Stop Push Notifications

Most apps with push notifications on are ‘working in the background’, gobbling up data so you can stay informed. ​ If these aren’t necessary switch them off.

Know your data

Below you’ll find a list of common things you’ll use the mobile internet for and how much data they’ll use up.

  • Watching a 2hr movie in standard defintion 1.9GB
  • Watching a 2hr movie in high-definition 4.2GB
  • Streaming 1hr of video on Netflix or iPlayer 644MB
  • Gaming online for 1hr 43MB
  • Streaming music for 1hr 80MB
  • 60 web pages 140MB
  • Download one song 4-8MB
  • Download one film trailer 60-100MB
How can I manage the data on my device?
You can set your data limit on Android Settings>Data Usage. On iPhones you can do this manually check via Settings>Mobile Data. ​Third-party apps such as My Data Manager, Data Count and Onavo Count are also available.
Do 2 Circles send me usage alerts?

We’ll send you a helpful notification by SMS when you reach each of the following data allowance thresholds: –

  1. When you have used 60{598c4595b56118cfe4c5ff3a74578c58a1b26a355113fb538936c66c08adfdaa} of your data allowance
  2. When you have used 80{598c4595b56118cfe4c5ff3a74578c58a1b26a355113fb538936c66c08adfdaa} of your data allowance
  3. When you have exceeded your data allowance

We will not cap your data once exceeded.

When will my Data Allowance renew?
All 2 circles connections will allowance reset on the first of every calendar month.
Will I get charged if I go over my monthly allowance?
Yes, you will be charged 3 pence per MB (plus VAT) for any data over the allowance until the end of the current month.
How do I avoid data over usage charges?

For O2 you can Top Up your Data Allowance for the remaining period of the month.

EE and Vodafone, you can change your tariff to a higher usage allowance.

For both Top Up & Tariff changes, please contact your Account Manager on 03456200200 for more details.

Alternatively, if your usage is close to your maximum allowance, switching off your mobile data can help reduce unnecessary usage.

APN Settings

What is an APN?

APN stands for Access Point Name, an APN is a gateway between the mobile network and the public internet. A mobile device making a data connection must be configured with an APN to present to the carrier.

O2

  • SMARTPHONE
  • Name – o2 Internet
  • APN – mobile.o2.co.uk
  • Username – o2web
  • Password – password
  • IPHONE
  • Name – o2 Internet
  • APN – idata.o2.co.uk
  • Username – vertigo
  • Password – password

Vodafone

  • Name – Vodafone Internet
  • APN – internet
  • Username – web
  • Password – web

EE​

  • Name – EE Internet
  • APN – everywhere
  • Username – eesecure
  • Password – secure

SIM Cards

Which SIM size do I need?
All SIM cards supplied will be Triple SIMs (Standard, Micro and Nano). Triple SIMS can be broken down to the required size of your device.
What if I lose my SIM?
If your SIM card is lost or stolen, you must call us immediately on 03456200200 to place a bar on your connection and stop any unauthorised usage. Customers are liable for any usage until they have contacted us to place a bar on their account.
How do I order a new SIM Card?

Please contact your 2 Circles account manager via email or on 03456200200 with the below information, we will then organise a new SIM to be delivered.

Mobile Number(s)

When to Activate

Delivery Contact Name and Address

Connection Changes

How do I change my Tariff or add a Bolt on?
Please contact your 2 Circles account manager via email or on 03456200200 for your options on your tariff.
How do I add a bar to my number?

The below bars are available on all networks, please contact your 2 Circles account manager via email or on 03456200200.

Bar:Description:
IMEI BarBars SIM and Handset (voice, text and data).
Full Bar Bars outgoing/incoming calls and texts (excluding GPRS)
Reported lost/stolen
International call bar Bars outgoing calls from the UK
International and Premium barBars outgoing calls from the UK and calls to Premium Rate numbers (e.g. 090 numbers)
Outgoing Call BarBars outgoing calls/SMS from the UK
GPRS Bar Bars data usage
Premium barBars calls to Premium Rate numbers (e.g. 0898, 0891)
Stolen BarBars calls/SMS/data SIM bar only - Does not bar handset
Roam BarBars all roamed events

EU Roaming

What is RLAH?
RLAH stands for Roam like at Home. As of June 15th 2017, you can now use your UK tariff allowance whilst you are roaming within the EU.
What’s Included in RLAH?
  • Making and receiving calls and sending texts when you’re abroad In the Networks Europe Zone (e.g. a call from France to France) it will just decrement from your allowance as within the UK.
  • Calls and texts to the United Kingdom from any country within the Networks Europe Zone (e.g. a call from France to UK) it will just decrement from your allowance as within the UK.
  • Calls and texts whilst abroad within the Networks Europe Zone to any other country within the Zone (eg – A call from France to Spain), it will just decrement from your allowance as within the UK.
  • Calls to your voicemail and receiving voicemails
  • When you use data in the Networks Europe Zone it will just decrement from your allowance as within the UK.
What’s not Included in RLAH?
  • Making calls or sending texts when you are in the United Kingdom to other countries
  • Making calls or sending texts to premium rate numbers and other non-geographic numbers (which can vary over time) aren’t included
  • Making calls or sending texts from within our Europe Zone to a country outside the Networks Europe Zone.
What Countries are included in RLAH?

The countries available for RLAH vary across our 3 different networks. Please see below.

O2

Austria, French Guiana, Latvia, Reunion Islands, Azores, Germany, Liechtenstein, Romania, Belgium, Gibraltar, Lithuania, Saint Barthelemy, Bulgaria, Greece, Luxembourg, Saint Martin, Canary Islands, Guadeloupe, Madeira, San Marino, Croatia, Guernsey*, Malta, Slovakia, Cyprus, Hungary, Martinique, Slovenia, Czech Republic, Iceland, Monaco*, Spain, Denmark, Ireland, Netherlands, Sweden, Estonia, Isle of Man*, Norway, Switzerland*, Finland, Italy, Poland, Vatican City, France, Jersey*, Portugal

EE

EE EU Zone 1

Guernsey, Isle of Man Jersey, Republic of Ireland

EE EU Zone 2

Austria, Belgium, Bulgaria, Croatia, Cyprus (south), Czech Republic, Denmark, Estonia, Finland (inc. Aland Islands), France (inc. French Guiana, Guadeloupe, Martinique and Reunion), Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (inc Azores and Madeira), Romania, San Marino, Slovak Republic, Slovenia, Spain (inc. Canary Islands, Ceuta and Melilla), Sweden, Switzerland, Vatican City (Italy)

Vodafone

Voda EU Zone 1

Austria, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French territories, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy (inc. Vatican City), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (inc. Madeira), Romania, Slovakia, Slovenia, Spain (inc. Balearic Islands), Sweden

Voda EU Zone 2

Albania, Bosnia & Herzegovina, Guernsey, Jersey, Isle of Man, Faroe Islands, San Marino, Switzer­land, Turkey

What happens if I run out of an allowance when I'm RLAH roaming?
If you’re in the networks EU RLAH zone and you run out of an allowance and keep using it (for example, if you run out of data but keep on using data), you’ll be charged standard UK out-of-plan rates.
What is the RLAH fair usage policy?

Our Roam Like at Home services are not intended for permanent Roaming. To keep hold of the benefits of our Roam Like at Home services users must have permanent and stable links with the United Kingdom. This means that Users must spend a total of 2 months or more during any 4-month period within the UK. If a User’s usage in the networks EU RLAH selected countries suggests permanent roaming is taking place after a two-week period after being alerted by SMS, they may either be charged a surcharge for roaming services, or if deemed necessary have their connection disconnected by the network.

If they feel that this has been done incorrectly, the Customer may dispute the networks determination that a Connection is permanently Roaming by contacting their account manager and submitting evidence of their permanent and stable links with the United Kingdom.

In addition to requiring stable links with the United Kingdom, use of certain Euro Service Plans with unlimited allowances may be subject to a fair use policy. If a User exceeds the fair use policy for a Euro Service Plan, the network may contact the User by SMS advising that the fair use policy has been exceeded and that Charges will apply for any further Roaming use within the networks EU RLAH selected countries during the then current billing period.

ROW Roaming

What is roaming?
Roaming is using your phone for Calls, SMS or Mobile Data when you’re abroad, whether you’re browsing the web or calling home.
I am going abroad, what will I be charged?
Please contact your 2 Circles account manager via email or on 03456200200.
I don't want to use Data abroad, how do I disable data?
If you don’t want to use data abroad, we recommend switching off data roaming on your device. This will stop the you from accessing the international data network. Please check the operating manual for the device you are using to activate/deactivate this feature.
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