Help

This is because the deals we advertise are paid back to you via cashback so you'll be charged full line rental by the network and you'll need to claim the cashback from ourselves.

Please login to your account for further details on how to do this, or refer to the cashback section in the Welcome Pack.

Your first bill may also be slightly more expensive than advertised on our website.  This is because a 'part month line rental charge' may apply.  As the networks bill in advance you'll be charged for one month's full line rental and, potentially, for the time between your connection date and your first bill date.

Disconnection of your handset can take up to 28 days so in the meantime you may receive a bill from the network for line rental charges; you can ignore this.

We also suggest that you contact your bank to cancel the direct debit as any payments taken will then need to be refunded directly by the network.  We need to mention that we're not responsible for these payments being debited from your account.

You'll receive a second recalculated bill for the period you had the handset which you are responsible for paying.
If you do receive a bill with full line rental charges please contact our customer advisors on 0871 5223400.

If you're experiencing difficulties receiving your bills from the network, please contact your network directly. You may also want to ask them about online billing as this may be easy and more convenient for you.

Log in to your online account or use our cash back tablet below, this will tell you how many claims you have to send in and at which stages throughout your contract.

The amount of cashback you have to claim and the length of your contract determine when your claims are made. If you check your invoice or confirmation email for your contract length and cashback deal so you can work out your total amount.

For example: On a £25 per month tariff with 12 months free line rental, you are entitled to claims back £300 (£25 x 12).

When calculation which months bills we require, make sure you always count the month your ordered your deal as month 1.

Example: If you ordered a deal with £150 cashback by redemption on 30th January 2012, you would need to send us your bills dated June 2012, September 2012, December 2012, March 2013 and June 2013.

You pay your line rental in full each month. Then, after two months, we'll automatically send you a cheque for the value of the cashback offer that was stated on you order. In total, it can take up to 90 days to arrive after you contract starts. That's 2 months of you paying your bills and one month for the cheque to be printed and posted to you.

If you haven't received your payment after 90 days, click here to contact us and let us know so we can look in to it for you.

We will process your claim within 3 working days of receipt and you will receive a text message and email from us once it's been accepted.

Once you receive confirmation of acceptance, your cheque will be raised and will arrive at your billing address in up to 28 days.

Our terms and conditions for cashback are as follows;

• Your bills must be received within 60 days from the date of the bill
• The pages of your bill must show the following information:The mobile number to which you are connected to;Your full name and your address matching your account with us;The tariff you are connected to and that your payments are up to date
• We do accept online bills as long as all the above information is still provided.  If you're charged by your network provider for a paper bill the costs will need to be covered by yourself and not e2save.
• If you've ported your number you must inform us by updating your personal information in your customer log in area or by using our automated system by calling 0871 5223400.  If you don't inform us we won't be able to process your cashback and the claim won't be processed.
• You must have no balance carried forward from the previous month or your claim will be rejected.
• If your address on the bill does not match our records then your claim will be rejected. 
• If your monthly bills are not for the same account and in the same name as the person eligible for the cash back then the claim won't be processed.
• We reserve the right to withhold any cash back payment(s) if we believe there is fraudulent activity on the account.
• If your service agreement is suspended or disconnected for any reason then we reserve the right to reject any cash back claims.
• You must keep your original contract for the full contract length of 12, 18, 24 or 36 months.  If you upgrade your contract before this time with any company outside the Carphone Warehouse Group your cash back will be rejected.  If you upgrade with any of the Carphone Warehouse Group companies your claim will not be affected.
• We can only accept one claim per envelope.  This is due to our automated processing system which can only identify one bill per envelope received.
• Please be aware that we will not be held responsible for any lost cashback claims, therefore we advise you to send your bill in by Recorded Delivery. We also advise you to keep your receipt until your cashback has been received. Alternatively, if you have sent your claim by email, please keep your confirmation email until you have received your cashback cheque.
• Your cash back will be paid by cheque and you must cash this within six months from receipt as we are unable to send a replacement cheque.
• We cannot accept liability for any late or lost claims due to circumstances that are not within our control,We ask that you make alternative arrangements for any future claims should there be an opportunity for these circumstances to arise again.

Please allow up to 35 days for the cheque to be delivered to your home address.

You may still be entitled to this cashback claim. The reason for the rejection will be detailed in you rejection email.

We can only send cashback cheques to the person who placed the order.

Cashback redemption means we pay you back your discounted line rental in equal installments (not all in one go) at certain points throughout your contract period.

The required bill needs to be received by our cashback team within 60 days of the bill date and show specific information in order for the claim to be successful.

The submitted bill must be in JPG, BMP, PNG or PDF format and must include all of the information below:

• Your name
• Your address
• Your mobile number
• Your current tariff
• The date of the bill

Please check below to see how your bill should look.

Once you know your claim periods (these will be specific months throughout your contract period), you will need to send a copy of your network bill for each specific month required.

You can do this by attaching your bill to an email and sending it to cashbackclaims@e2save.com in JPG, BMP, PNG or PDF format and include the following information:

• Your name
• Your address
• Your mobile phone number
• Your current tariff
• The date of the bill

Or by post to:

Cashback Claims, Admail ADM4118, Loughborough, LE11 1YX

We recommend you send your bill to us by Royal Mail Recorded Delivery as we're not responsible for lost items or claims that arrive outside the 60 day time period. We also recommend you keep the proof of postage until you have received your cheque.

You page your line rental in full each month. Once you reach a certain period in your contract, you'll need to send us your network bill. Once we've received your bill and it contains all the correct information required, we'll send you your cashback cheque. This will happen at several points throughout your contract depending on the deal you have chosen.

As soon as you receive your bill from the network, send it to us as soon as possible. You do have a maximum of 60 days from the bill date to send us your bill however. Your cheque will then be sent to you within 28 days.

No, we just simply need your network bill and it must include all of the following infomation:

• Your name
• Your address
• Your mobile phone number
• Your current tariff
• The date of your bill

Please check below for the example of what your bill should look like:

It can take up to 28 days for you to receive your cheque from the time we process your claim. If you haven't received your cheque after 28 days, please contact us and let us know.

If your handset has previously been connected but now won't allow outgoing calls your handset may be barred by the network.

To lift the bar from your handset you'll need to contact your network service provider.

Please allow 72 hours from receiving your handset for your connection to process fully and remember to keep your handset switched off during this time.

Also please check every two hours to see whether your handset has been successfully connected.  Before switching on your handset you need to remove the battery and SIM card, then put both back in your phone and then switch this on.

If your handset has not been connected after 72 hours please contact our customer advisors on 0871 522 3400.  Alternatively you can email us using the form located in the 'contact us' section of this helpdesk. 
 

Please allow up to 24 working hours for a response.

Please click this link for more info 

To view the latest information about our delivery process please click here.

To find out the progress of your order please log in to your personal customer account.

Alternatively you can check this on your order confirmation email which contains a link to our courier website which will detail your delivery information.

We recommend that you place your order for the handset even though it may state limited stock on the order form; this simply means that you need to allow 7 - 21 days for delivery as opposed to next day if you order before 6pm.  We'll then process your order as normal and prioritise the stock to you as soon as it's available. 

We'll also let you know by email when your handset has arrived and won't take any money for the cost of the handset until it's in stock 

If you provided us with a mobile contact number a text message will be sent to you with the couriers contact number to re-arrange your delivery at a suitable time for you.

Alternatively, a card will be left at your address explaining how to collect the order from your local Yodel Collection Office.

Remember that you'll need to take a form of ID with you to collect your handset. These include a passport, utility bill or driving license

 Your policy covers you against:

• Theft

• Accidental damage

• Accessories up to £100

• World-wide cover - anywhere in the world for up to 60 days in any 12 month period

Your policy doesnt cover you if you lose your phone.

For further details please read the full terms and conditions. You can also call phonecare direct on 0870 111 7002.

If your phone or any of its accessories are stolen or damaged, you must do the following:

• Report any theft to your network provider as soon as possible after discovering the theft and no later than 24 hours after discovering it.

• Report any vandalism or theft to the police within 48 hours of discovering it. You must get evidence in writing (for example, a crime reference number) showing that you have done so.

• Visit www.carphonewarehouse.com/makeaclaim or any Carphone Warehouse store or call us on 0870 111 7002, as soon as possible to tell us about the damage or theft and make a claim. Please keep the damaged phone and accessories as you will need to return these to The Carphone Warehouse. You must make a claim within 60 days of discovering the damage or theft.

These can be found by clicking here.

Your policy covers you against:

• Theft
• Theft from vehicle
• Damage
• Use abroad
• Family cover

Your policy doesnt cover you if you lose your USB modem and it also doesn't cover any accessories.

For further details please read the full terms and conditions. You can also call Lifeline Digital direct on 0800 049 1450.

If you recommend a friend or relative we will pay you up to £20 for each contract phone deal.

terms and conditions apply:

The referrer needs to be a customer of e2save.com with an active connection in order to receive Money4Me.

We reserve the right to withhold Money4Me payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.

The referred customer needs to have an active account for at least 28 days.  Returning the handset and cancelling the connection during this period voids the Money4Me payment.

M4M payments only apply when recommending new customers and not existing ones.

You can recommend your friends in two ways;

Through our website:

Step 1
Login to your personal customer account, click on the money for me tab and simply send your personalised link, which explains the great offers we have at e2save, to all your friends. As an example your link should look like this  http://www.e2save.com/?money4me00000000

Step 2
Your friends then click through on the link and order their new contract phone.

Step 3
We'll send you a £20 cheque automatically, 45 days after your friend has placed their order because we want to say thank you.  Successful recommendations are those who have not previously shopped with e2save and have purchased a contract with ourselves.

Step 4

Why not send your personal link to your friends or family using the share button. This will link you to
e-mail and social networking sites, making it even easier to recommend to your group of friends.

Recommendations by phone:

• When your friend/relative contacts us by calling on 0871 521 1400, they'll need to state at the start of the call that you referred them to us.
• They'll then need to provide us with:
• Your full name
• Your postcode
• Your mobile phone number
• If their call results in the purchase of a pay monthly phone we'll send you your payment within 45 days.

So, if you have lots of friends, then there is lots of cash you can be making.  Now that's what we call easy money!

You'll receive a payment of £20 approximately 45 days after your friend/relative's purchase.

There's no limit, the more people you recommend, the more money you can potentially earn.

Terms and conditions: 

The referrer needs to be a customer of e2save.com with an active connection in order to receive Money4Me.

We reserve the right to withhold Money4Me payments if we believe the account of either the referrer or the referred customer to be of a fraudulent nature.

The referred customer needs to have an active account for at least 28 days.  Returning the handset and cancelling the connection during this period voids the Money4Me payment.

M4M payments only apply when recommending new customers and not existing ones.

Yes, providing it's to a different network.  You can't transfer your number within the same network, for example, porting from Virgin Mobile pay as you go to Virgin Mobile pay monthly.

Talk Mobile:

To port your number please:

• Contact your existing network to obtain a PAC (Port Authorisation Code).
• You must inform us at the time you purchase your handset of your existing number and PAC. Please don't proceed with the order until you have the PAC code as the number can't be ported after the order has been placed.
• Your existing number will then be ported in seven to ten working days. You'll be able to continue using your existing SIM until the number is ported.

Some things to be aware of:

• Before your number can be connected to your new network it must first be released from your existing network. This means you could be without a service for up to one day.
• Additional services such as voicemail and text messaging may take up to two days to be enabled once your number has been transferred.
• e2save.com cannot accept any responsibility for failed or delayed number transfers.

O2, Orange, T-Mobile, Vodafone and 3:

To port your existing mobile number please:  

• Contact your existing network to obtain a PAC (Port Authorisation Code).
• Purchase a handset from us which we'll connect you with a temporary number.
• On receipt of the handset, contact your new network quoting your temporary number, existing number and PAC.
• Your existing number will then be ported within five to seven working days.

Remember, if you're claiming cash back, you need to let us know you are changing number.

If you order a new contract you'll be assigned a new number. This means if you don't transfer your old number then you can use the new one that's allocated.

Remember, if you're moving networks you must cancel your contract with your existing provider.

If you have moved, changed your mobile phone number or email address and would like to let us know so that your cashback claim won't be affected, please call us on 0871 522 3400 or email us your new address.

Please refer to the ‘Exchange and Returns' section of the ‘Welcome Pack' or click here.

To find details of these click here.

Read our pre sale price match. click here

For full details on how to arrange a repair, click here.

Calls to our Customer Services department are charged at 10p per minute plus network charges, calls from mobiles may vary, please check with your network provider.

Please note: call charges are not refundable.

You can chat to an advisor live by clicking the icon below if one is online.

Call the Sales team on 0871 521 1400 (all calls cost 10p per minute plus network charges). We are open 9am - 8pm on Monday, Wednesday, Thursday and Friday, 10am - 8pm on Tuesday , 9.30am - 6pm on Saturday and 10am - 6.30pm on Sunday.

Call Customer Service on 0871 522 3400 (all calls cost 10p per minute plus network charges). Our advisors are available 9.00am - 6pm Monday, Wednesday, Thursday and Friday and 10am - 6pm on Tuesdays.

Email us by using the following form:

Writing to us at the following address;

Customer Support Team
e2save.com
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH

Calls to our customer service and cash back advisors are charged at 10p per minute from standard landlines. Calls from mobiles may vary so please check with your network provider. We also need to let you know that call charges are not refundable.

You can contact us free of charge by submitting your query using the 'Customer Query Form'.  You'll find this form by clicking here.  Please allow up to 24 working hours for us to respond to your enquiry.

We're sorry to hear you're not happy with the service you've received from e2save.com and we want to put this right.  Please get in touch with us to discuss your concerns by calling 0871 5223400 and we'll try to resolve your problem as quickly as possible. Our dedicated customer service advisors will always try to deal with your complaint straight away. (Calls cost 10p per minute plus network charges).

You can also write to us at:
3R House
Belton Road
Loughborough
Leicestershire
LE11 5XH

Please include your name, address, mobile number and contact number.

Please call our customer advisors on 0871 5223400.

If your airtime credit doesn't show on your SIM card automatically allow five working days for this to be applied.  If your network provider is o2 this will take 8 working days to appear.

If this time has lapsed and your airtime credit still hasn't been applied then please contact our customer advisors on 0871 5223400 and we'll arrange for this to be applied for you.

In the unlikely event your airtime credit doesn't apply automatically to your SIM card, you have up to six months from purchase to let us know. 

In the unlikely event that your handset is faulty please contact our customer advisors on 0871 5223400 within 28 days of purchase and we'll look into arranging an exchange for you. 

The airtime credit won't be refunded to you so we recommend you keep the SIM card so you can use the credit you have paid for.

Yes, PAYG handset purchase limits do apply. Limits vary, so please contact us for further information if you wish to purchase multiple PAYG handsets.

You can exchange your handset within seven working days from the day you receive your order.  You'll need to pay any additional costs should you exchange to a higher value handset.  All you need to do is contact customer service on 0871 522 3400 and the advisors will be happy to help.

You must first contact one of our customer advisors on 0871 5223400 to arrange the return and so we can provide you with full return details.

We request you return the goods back to the warehouse so they are received back within 2 working days of when you told us you wanted to return.

If you change your mind we will be happy to cancel your agreement and provide a refund of any amounts paid in respect of the products provided:

• You haven't used the phone or SIM card to make or receive a call, send or receive text messages, upload data via the web or take photos.  You can however turn the phone on to check reception and browse the menus.  

• You notify us of your intent to cancel within seven working days starting the day after first attempted delivery of your product. If your airtime provider has required a deposit and the airtime contract is cancelled, you will need to request a refund of your deposit from the airtime provider directly.

• You must take care of the products (including all equipment, manuals and accessories) until received by us so all products must be returned undamaged and unused otherwise you may be charged for the cost of collecting them or the value of the missing, damaged or used items.

• If you use your product whether before or after notifying us of your wish to cancel, you will be responsible for all charges incurred under your airtime contract and these may not be refunded.

• The following products and services are excluded from this right to cancel:
  • Business customers
  • Prepay airtime purchases (top-ups)
  • Games, ringtones, downloads, Talk2Text, and graphics
  • Car kits once they have been installed
  • Hands-free units with earpieces that have been used

Call our customer advisors on 0871 522 3400 and we'll let you know how to do this.

If your phone develops a fault within the first 28 day of purchase then you may be able to have a free like for like exchange.  Please contact our customer service advisors on 0871 5223400 who will be able to let you know what to do next.

If your phone develops a fault after 28 days then you may be entitled to a free repair because your handset has a 12 month warranty period. Please take your faulty handset to your nearest Carphone Warehouse store where they'll be able to send it off for repair for you.

Please visit http://www.carphonewarehouse.com/store-locator/express-repair-centres for further information.

There are a number of different ways to let us know that you've moved address. 

1. Use the ‘Customer Login' where you can enter your new address, you'll need your order ID number as well as either your mobile number or email address to access the log in area.

2. Call customer service on 0871 522 3400 and our advisors can update this over the phone, once you have answered some additional security questions.

3. Write to us at the following address with proof of your new address, a utility bill or bank statement dated within the last three months.

Customer Support Team

3R House

Belton Road

Loughborough

Leicestershire

LE11 5XH

Click here to access your welcome pack.

Your order comes with a 30-day FREE trial of Gadget Helpline with TMTI (Talk Me Through It).  This means you have access to telephone support to help you make the most of the features on your handset such as; picture messaging, browsing the internet, setting up your email and connecting Bluetooth devices.

After the 30 day FREE trial this service will incur a charge of £20.94 every six months.

To contact the Gadget Helpline you will need to call them on 08444 772 995.

Monday to Friday: 9am - 8pm

Tuesdays we are open from 10am - 8pm

Saturday: 9.30am - 6pm

Sunday: 10am - 6.30pm

Our customer service team are open Monday to Friday 9am - 6pm.  We're closed at weekends.

Tuesdays we are open from 10am - 5.30pm

Please be aware our busiest periods are 9am until 10am and 4.30pm until 5.30pm, to avoid queuing try to call us outside these hours.

The contact number is 0871 522 3400

Easter opening hours

Customer services and sales will be open at the following times during the Christmas holiday period:

If you ordered one of our refurbished handsets we cannot guarantee any accessories will be included.

If you have a new handset and there is something missing from the box please contact our customer advisors on 0871 5223400. Alternatively you can email us using the form located in the 'contact us' section of this helpdesk.

Please allow up to 24 working hours for us to get back to you.

If additional accessories were offered to your by the sales agent please allow up to 14days for these to arrive.