TESCO Phone Shop

TESCO Phone Shop
Telephone Number

Frequently Asked Questions

  • When will my phone arrive?

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    • Delivery will be made to the address specified by you on the completed order form.

      For orders placed before 4pm Monday to Friday we aim to deliver your order the next day.

      Please note that your order may be delayed if we need to contact you for more information for your credit check, if there are stock issues with your phone, if there are adverse weather conditions, or if no one can sign for your phone at the delivery address.

      Normal Delivery Schedule



      If your order is placed after 4pm on a Friday, Saturday or Sunday, then we aim to deliver within 2-3 working days. The despatch of your goods is subject to a successful completion of a credit check and this may delay despatch and delivery of your order.

      We will use DPD to send out your delivery. You can track your order via the DPD website here. Your consignment reference number can be found on your despatch email.



      Please Contact Us and we will be happy to help.

  • Can I transfer my existing telephone number to my new phone?
    • Orange

      Contact your existing network to obtain a PAC (Port Authorisation Code).

      Purchase a handset from us, which will be connected with a temporary number.

      On receipt of the handset, contact Orange on 0800 376 2285 quoting your temporary number, existing number and PAC .You will be advised of a transfer date, usually within 5 – 7 working days.

      O2

      Contact your existing network to obtain a PAC (Port Authorisation Code).

      Purchase a handset from us, which will be connected with a temporary number.

      On receipt of the handset, contact 02 on 0844 809 0202 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

      3

      Contact your existing network to obtain a PAC (Port Authorisation Code).

      Purchase a handset from us, which will be connected with a temporary number.

      On receipt of the handset, contact Three on 0843 373 3333 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

      T-Mobile

      Contact your existing network to obtain a PAC (Port Authorisation Code).

      Purchase a handset from us, which will be connected with a temporary number.

      On receipt of the handset, contact T-Mobile on 0845 412 5000 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

      Vodafone

      Contact your existing network to obtain a PAC (Port Authorisation Code).

      Purchase a handset from us, which will be connected with a temporary number.

      On receipt of the handset, contact Vodafone on 0870 0733222 quoting your temporary number, existing number and PAC. You will be advised of a transfer date, usually within 5 – 7 working days.

  • What if I want to cancel my order?
    • You have the right to cancel your order but you must inform us within 7 working days from the date that your phone is connected and you will need to return all items within 14 days.

      The item(s) must be returned in their original condition, including any accessories, vouchers and free promotional items.

      Please Contact Us where a member of our team will be happy to help.

  • How do I return my online order

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    • All Pay monthly phones including iPhones:
      To arrange the return of the item(s) please Contact Us within 7 working days from the date that your phone is connected.

      • If you choose to cancel during this 7 day cooling off period we will make arrangements for you to return the handset free of charge.

      • It is important you contact us before returning the phone, as you will be issued with a returns authorisation number and the returns address. This allows us to track your return and ensure the phone is disconnected with the network.

      • The item(s) must be returned in their original condition, including any accessories, vouchers and free promotional items within 14 working days from receiving the handset.

      • Please quote the returns reference number we have given you.

      • Upon safe return to us of the item(s) in their original condition we will issue a full refund and pay this back to your original payment card. (Please note that Clubcard points will not be awarded for returned items.)

      • If you do not return the items within 14 days of receiving the handset, we will make a charge in respect of the cost of recovering (or attempting to recover) the item(s).

      • If you do not return the item(s) within the 14 day timescale, you will be deemed to have accepted the goods.

      • If you change your mind and cancel your contract under our cancellation policy (see Cancel my order) you must return your goods in its original and undamaged packaging with all of its components and we reserve the right to seek recovery of the goods and make a charge for the cost of recovery or invoice you for the product.

      • If we try and deliver the goods to you then you can refuse to sign for the delivery so that the goods are returned to us and we will refund the price paid to your card; alternatively if you have taken delivery and still wish to cancel, please follow the steps above.

      Please Contact Us where a member of our team will be happy to help.

  • How do I return my phone if I bought it in a store?
    • We do not offer a right to cancel any contract with any other mobile network connected through a Tesco Phone Shop, including upgrades (for example, 3, O2, T-Mobile, Orange, Vodafone).

      Coverage: In the unlikely event that your network coverage is considered to be poor at your contractual address, please return the product within 7 days and we will help find a network that works for you.

  • What if my goods have developed a fault?
    • All Pay monthly phones excluding iPhones:
      If your phone develops a fault within the first 28 days, we are happy to exchange it for a new device of the same make, model, and specification.

      Please contact the Mobile Phone Helpline on 0845 300 6660, who can arrange for your device to be repaired. The Mobile Phone Helpline is open Monday to Saturday 9am-8pm and Sunday 11am-5pm.

      iPhones only:
      If your iPhone is faulty please contact the network you are with to arrange for your phone to be repaired or replaced:

      T-Mobile call 0844 209061 (or 150 from your iPhone)

      Orange call 07973 100150 (or 150 from your iPhone)

      The After Sales team will try to fix your issue over the phone - if they are not able to fix it over the phone and the issue is deemed to be within warranty, they will exchange your iPhone. Please note - customer damage is not covered by this process.

  • When will my free gift arrive?

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    • Cashback/gifts/promotional items that are given away in conjunction with a purchase will be despatched to you separately.

      Cashback/gifts/promotional items will be despatched after the cooling off period (7 working days) and may take up to 28 days for delivery.

      Delivery of Cashback/gifts/promotional items will not be honoured for any orders cancelled within the cooling off period (7 working days).

      Should you not receive your free gift/cash back within 28 days, please Contact Us where a member of our team will be happy to help.

  • When will I receive my Clubcard points?
    • To be awarded Clubcard points applicable to purchases on the Tesco Phone Shop – Pay Monthly Site you need to have a valid Tesco Clubcard or a Tesco e-Clubcard number that you must enter when requested on the Tesco Phone Shop – Pay Monthly Site.

      Provided that the relevant purchased items have not been returned, Clubcard points will be allocated once your first month’s line rental is paid in full and should appear on your statement within 4 months.

      All promotional points exclusive to sales online will be added after your phone has been active for more than three months.

      Members can earn a maximum of 30,000 points in any one collection period.

      If you haven’t signed up for a Clubcard then please visit www.tesco.com/clubcard/clubcard/register.asp

      Please let us know your Clubcard number at the time of placing your order and we will ensure the points are awarded. Unfortunately, Clubcard points can not be awarded after you have placed your order. Please Contact Us where a member of our team will be happy to help.

      Where will they appear on my bill?
      The Clubcard points awarded will not appear on your mobile phone bill as they are not provided by the network. They will appear on your Tesco Clubcard statement under the Grocery section.

      Who can I speak to if I don't receive my points?
      Please Contact Us and we will be happy to help.

  • How does the Upfront Payment Phone Cost work?
    • If you choose a tariff with an upfront handset payment (one-off cost) online, this is applied to your online order when you reach the checkout.

      A pre-authorisation will be applied to the debit or credit card details you have entered at the payment stage. This is to check that the money is available in your account and will be held until the credit check is complete.

      If the credit check is:
      • successful, the upfront payment amount will be debited from your account.
      • unsuccessful, the upfront payment amount that was being held will be released back into your account.

      Please note: pre-authorisations may show on your bank account as the difference between available and balance funds. You will be unable to spend the held amount until after the credit check process is complete. If the credit check is unsuccessful, then it can take up to 5 days for the pre-authorisation to be removed dependent on your bank processing times.

      Returns
      If you return your phone within 14 days we will refund this upfront payment within 7 working days of receiving the phone - dependent on your bank’s processing time. Refunds will be applied to the card details provided on the original order.

  • What is a Refurbished phone?

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    • All our refurbished phones are fully inspected, tested and repackaged by our qualified engineers. We also include a manufacturer’s warranty of 12 month from your order date. Find out more here.

  • Can I have my phone delivered to a different address?
    • As a security precaution we will only deliver to the address where your bank details are registered. We cannot deliver to any other destination, as we want to ensure safe transit of the goods direct to you.

      Please Contact Us and we will be happy to help.

  • I want to query my bill – add bundles – add roaming etc.
    • For any billing enquiries please contact your chosen network, see below.

      Network Customer Care phone numbers:

      Vodafone

      0870 0733222 or call 191 from your handset

      3 Network

      0843 373 3333 or call 333 from your handset

      T Mobile

      0845 412 5000 or call 150 from your handset

      Orange

      0797 3100150 or call 150 from your handset

      O2

      0844 809 0202 or call 0202 from your handset

  • Why has my order been declined?

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    • If your order has been declined by your chosen network then unfortunately we can’t tell you why. If you would like to obtain a credit report please see below for details.

      Go on line: www.equifax.co.uk

      Following the guide for obtaining the appropriate report, different reports cost different amounts, the minimum report costs £2.

      To request a copy of you Statutory Credit Report from Equifax, please contact Equifax in writing to:

      Equifax, Plc.
      Credit File Advice Centre
      PO Box 1140
      Bradford BD1 5US

  • How do I make a complaint?
    • We hope that you are happy with your goods and the service we offer. However, if you are not happy and you want to make a complaint, please contact us by phone (0844 891 0006), email or letter.

      One of our friendly advisers will try to solve the problem during your phone call and seek to resolve your issue. We are available Monday to Friday 9.00am - 9.00pm, Saturday 9.00am - 8.00pm, Sunday 10.00am - 6.00pm. Calls may be recorded.

      Please Contact Us and we will be happy to help.

  • Contact us
    • You can contact us in any of the following ways:

      tescosupport@2020mobile.com

      Pay Monthly Customer Care:

      0844 8910006

      Monday to Friday 9.00am - 9.00pm, Saturday 9.00am - 8.00pm, Sunday 10.00am - 6.00pm. Calls may be recorded.

      Tesco Support Team
      Group Service Centre
      Weston Road
      20:20 Mobile
      Crewe
      CW1 6BU

  • What can I do if I'm not happy with the way my complaint has been handled?

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    • We will do our best to deal with your complaint and make sure you are happy as we want to give you a great service. However, if you are unhappy with any aspect of our service then please Contact Us. If you are still not happy, please ask to speak to a manager.