What happens when I buy online?

You place your order on this website. If you're buying a phone, find out how to transfer your old number

Once your order is complete, we'll show you a confirmation screen to say we're processing it. You'll also get this info via email

Once your order's been accepted, we'll email to say it's on its way. If it's being sent by DPD, the confirmation email will include a link so you can track the delivery online

Your order will wing its way to you as fast as traffic laws allow. Our deliveries section has the answer to all delivery questions

The exciting bit - your order arrives. You'll find loads of tips for getting setup and staying protected on our Getting Started page

If you haven't heard from us

When you order online we'll send you two emails

The first confirms that we've received your order - we'll send this shortly after you've placed it.
The second confirms your order has been accepted and is on its way - we usually send this on the next working day.

If you haven't got these emails

We might need more info from you. We'll try to contact you, but if we haven't got hold of you yet, please call 0870 087 0870^.

Accepting your order

All orders placed on our website are subject to acceptance. We always do our best to accept an order, but sometimes we might have to reject it for reasons outside our control. If this is the case, we'll email you as soon as possible to say why.

Credit checks

If you're signing up to a monthly contract for a mobile phone or broadband, you'll need to pass a credit check before we can accept your order. You can find out more about this on our credit checks page.

If you ordered over the phone

If you ordered over the phone and would like to track your purchase check out our Where's my order? page.

I need more help

Go to our Buying advice section for help with choosing a product or if you'd like to speak to an expert, give us a call on 0800 049 6250^.

^Calls to this number may be free from a landline. Prices of calls from other providers may vary and from mobiles may cost significantly more. Calls may be recorded and/ or monitored. Visit this page for opening hours.