AA Legal Documents
Law guide

Mobile network service providers

Contents

When you buy a mobile phone, in order to make or receive calls you will need to be connected to a network. You may do this by having a line rental contract or through buying a voucher which will allow you access to the network. At this point, you will enter into a contract with the network service provider.

If the service hasn't been carried out at all, or totally fails to meet the way it was described, you may be entitled to a refund, compensation or both.

If there is a fault on the network or SIM card, you are probably entitled to compensation.

Important issues

  • Read the terms and conditions of your agreement with the network service provider.
  • You have no rights if you simply change your mind.
  • You have seven working days to cancel a contract for goods ordered by telephone, mail order, internet or fax, except for those goods which are made to order.
  • If you bought on credit, you may be able to claim against the finance company.
  • If you choose a contract phone rather than a pre-pay phone, you will be committed to using a certain network, at a certain tariff for a minimum period of time.
  • You have no rights if you have not used or looked after your phone in line with any instructions.
  • Fair wear and tear is not a fault.
  • Your rights cannot be taken away by terms and conditions written into a notice, receipt, contract, warranty or guarantee.
What to do if there is a problem

If you determine that there is a problem with the phone you have purchased, do the following.

  • Check there really is a fault; read any instructions very carefully. Check that the phone is charged and, if you can, check the strength of the signal.
  • Be certain that the fault was not caused by misuse, an accident, normal wear and tear or by not following the instructions.
  • If you can, collect together all the documents which came with the phone, including any contract, guarantee, instructions, leaflets etc.
  • If you have a contract phone, check your terms and conditions. If you have a pre-pay phone, read the terms and conditions booklet supplied with the phone.
  • You will now need to contact the trader straight away and report the problem.
  • If the fault is with the phone, you should contact the shop where you bought it.
  • If the fault is with the network or SIM card, you should contact the network service provider.

If there is a problem, contact the trader straight away and report the problem. The trader may wish obtain a written opinion from an independent expert to establish whether a returned item is indeed faulty or not, to ensure that the appropriate offer of redress is made to the consumer - it shall not, however, be legally binding unless both parties agree to it.

If the fault is with the phone, you should contact the shop where you bought it.

If the fault is with the network or SIM card, you should contact the Network Service Provider.