Frequently Asked Telecoms Questions

Mobile Solutions

Looking to find out more about our mobile solutions? You're in the right place.

• Should I add on a spend cap or bar?

  Since 2018, Ofcom have stipulated to all UK network operators that new or re-signing customers must select a spend cap (between £0 and £200) or explicitly choose to opt out. This makes it easier to manage your mobile usage and avoid extra charges. 

• How will I know if I've reached my usage cap?

  Typically, customers will receive a notification when 50% and 75% of the spend cap is reached, as well as 100%. These notifications should be responded to in the necessary manner to avoid the application of unwanted service restrictions.

• How will my SIM be delivered?

  We are flexible in our approach to this phase. SIMS and phones can either be delivered to the customer centrally for subsequent distribution, to regional offices, or even a mix and match of delivery to offices and to end users direct (e.g., for home-based staff). 

  SIM and phones will arrive fully labelled and clearly detailing; user, porting mobile number and PAC code.

• What about warranty?

  All Samsung devices supplied come with a 24-month manufacture's warranty, whilst Apple devices come with a 12-month warranty. In addition, we offer a 24-hour swap out service to any UK postcode (on working days only). All warranty swap outs should be reported to us by 1pm for the next-day swap out service.

• What if a phone gets physically damaged?

  A repair service is also available from Your Comms Group. We can generally resolve issues such as cracked screens, display damage or water damage in a few days.

• What will happen after a SIM port/migration is complete?

  Here at YCG, we will provide ongoing support by arranging a call with the customer to review the project and establish any future lines of communication. A further conference call will be scheduled for two weeks later to pick up any outstanding/ongoing issues, provide mutual feedback and to sign off the project in advance of business as usual.

• What if my SIM gets lost or stolen?

  Tools are provided to enable self-service SIM barring, should a SIM be lost or stolen. Likewise, SIM swaps can also be performed via the customer portal.

• How long does a SIM swap take?

  1-hour. In most cases the swap happens instantly, but this may be delayed at a network level.

• Can I block certain apps on the phones I purchase?

  ScaleFusion Mobile Device Management Starter Licences are included at no additional cost and will allow you to block the installation of certain apps. You can also track device location and remotely wipe the device in the event of theft.
  
  

• Can I block international calling?

  Yes, international calling can be blocked on an individual SIM basis.