Name: Mobiles.co.uk
Rating: 4.70

“Provided PAC during ordering online. Had an email from mobiles.co.uk saying it was wrong and asked me to call them. I did and gave them exactly the same PAC again and then they said it was fine. 10 days into new contract had heard nothing about my number being ported so rang Talk Mobile who my new contract is with and they confirmed that mobiles.co.uk hadn't requested the number port. I then had to contact mobiles.co.uk to check that by Talk Mobile processing the port directly it would not affect my cashback and also go back to my old provider to get another PAC as the original one had expired. I then had to provide this directly to Talk Mobile for them to arrange the port. Overall not impressed with mobiles.co.uk and would not recommomend them to anyone.”

Helpful Report

(Nokia Lumia 630 Black) - Posted 10 years ago

Hello Philip, Thank you for the review. I apologise for the challenges you appear to have faced when trying to port your number. I have attempted to call you today with no success. If you could provide the best time to call I would very much like to discuss this in detail with you. Kind regards Charlie Mobiles.co.uk support team

Posted 10 years ago

“bills in advance.plans changed after purchase”

Helpful Report

(Samsung Galaxy S5 Charcoal Black) - Posted 10 years ago

Hello Arunas, Thank you for the review. I’ve tried to contact you today to discuss your review, but was unable to reach you. If you wish to speak to me about this please contact me through you online account, via the following link; https://www.secure-mobiles.com/customer_login/login Kind regards, Thomas Mobiles.co.uk support team

Posted 10 years ago

“Ordering phone was easy and delivered quickly. Thats where the easy ends though, phoned worked fine but network (EE) had not received details from mobiles.co.uk . Initially spent 20 mins on hold at 10p+ per min to customer service and gave up. Phoned back later after another 15 mins on hold, required new sim which will be delivered asap. All this time i'm paying for a contract which partially works with calls only.”

Helpful Report

(Samsung Galaxy Note 4 White) - Posted 10 years ago

Hello Kevin, Thank you for taking the time to speak to me about this today in order for us to reach a resolution. I am sorry for the problems you have encountered however, as I advised, you should not experience any more delays. If there are any other issues you wish to discuss please do not hesitate to let us know. Kind regards David Tyler Mobiles.co.uk support team

Posted 10 years ago

“well if they got it right with talktalk my order was for £7.50 monthly cost as confirmation by email then talktalk put it at £10.00 not happy”

Helpful Report

(Nokia Lumia 630 Black) - Posted 10 years ago

Hello Terry, Thank you for your review. I can confirm the £7.50 is the correct price quoted and the reason you may have been charged more is something called pro-rata billing, this means you may have been billed for more than a month depending on when you received your order and when the network generated your first bill. This can be discussed with the network directly in order for them to explain further but please do not hesitate to contact ourselves or leave a convenient date and time we may contact you to discuss your review in detail. Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“Pity - but phone says 'No Service' and no one replied to my email, So phone does not work.”

Helpful Report

(Apple IPhone 5c 32GB White) - Posted 10 years ago

Hello Bernadette, Thank you for your review. I have looked into your account and am happy to see this has now been resolved by our customer service department. I apologise for the difficulties you appear to have faced and if we can be of any further assistance please do not hesitate to contact us or leave a time and date convenient to you so we may discuss this further. Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“Only one iterm as arrived and they want me to review the service really poor may have to send the product back if the second iterm doesn't come. Poor so far”

Helpful Report

(Apple IPhone 4s 8GB Black) - Posted 10 years ago

Hello Jarred, Thank you for your review. I apologise for the challenges you seem to have faced receiving your completed order. I can see this was resolved for you and the remaining part of your order was delivered and signed for by yourself. I have attempted to call you today and appear unable to get through to you and although this has been resolved I would like to be able to discuss your review further with you. Please leave a convenient date and time I can call you so we may discuss this further. Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“I changed my order before delivery but was sent the wrong sim card. I spent over half an hour on the phone before I got through to customer services. I was told that their network was down but they would sort it out and contact me the same day. They have not done so and I have already received a bill. Not happy”

Helpful Report

(Nokia 105 Blue) - Posted 10 years ago

Hello Karen, Thank you for your review. I have tried to call you today in order to discuss this in detail. Please leave a time and date convenient for me to call so we may get this resolved for you as soon as possible. Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“mobiles.co.uk - well my experience has not been great!! I Ordered an iphone 5c as it was a very good deal and it arrived 1 day before I was expecting it...good start I thought. Now the problems began when I put in the sim card sent with the phone. I called the new mobile from an old phone expecting the new iphone to ring, nothing - then to my amazement someone answers the call. Apparently the new number I have been given attached to the sim card is another O2 customers number already. I sent off an email using the 'contact us' option attached to my mobiles.co.uk account and have received no reply. I contacted them by phone and to my surprise was answered in around 5 minutes, no apologies at all so maybe this is a common occurrence? Anyway I am awaiting a new sim card to be sent attached to a new contract over the next 3-5 days. Apparently the first sim never even had a contract set up against it. So I have given a 'poor' rating as I have some hope of getting this mess sorted...but 'very poor' is probably nearer to where I rate the company!!”

Helpful Report

(Apple IPhone 5c 16GB Blue) - Posted 10 years ago

Hello Trevor, Thank you for your review. I am pleased to hear your order arrived promptly. I apologise for the trouble you appeared to have with your mobile number and can advise this is something that is not predetermined and understandably frustrating. Networks often recycle mobile numbers once they have been out of use for a while. This means that mobile numbers that are generated when the network have credit check you, may well have been used previously by another of the networks customers. This can lead to confusion if the number is still linked in any way to the previous customer. We apologise for this and are happy to see that this is being resolved promptly by mobiles.co.uk on behalf of the network. If you wish to discuss this in detail and so we can discuss your review, could you please provide the best time to contact yourself? Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“Phone delivered in 24hours but still not connected nearly one week later. Was told it would happen automatically, it didn't. Phoned after 3 days and was told they would do it within 24 hours. Still nothing 48 hours later.”

Helpful Report

(Apple IPhone 6 64GB Silver) - Posted 10 years ago

“I was ordered my phone and they said they rejected my credit check! I knew this was a mistake so I contacted O2 who eventually told me it wasn't rejected but referred! After 17 days I sorted out with great customer service from Jullut!”

Helpful Report

(HTC One M8 Gold) - Posted 10 years ago

Hello Roger, Thank you for your review. I apologise for the initial mistake with your order. It’s great to hear we’ve managed to resolve the issue and I hope you enjoy your handset. Kind regards Thomas Mobiles.co.uk Customer Support Team

Posted 10 years ago

“So far the service is poor as it is impossible to get through to anybody to find out why my phone still says no service. At this time of year (christmas) my main worry is con-artists, As a shopper i do not feel at ease due to lack of communication. hopefully all will improve and i can leave better feedback”

Helpful Report

(Nokia Lumia 625 White Refurbished) - Posted 10 years ago

Hello Andrew, Thank you for your review. I apologise if you’ve been struggling to get in contact with us. We have been experiencing some high call volumes recently. The best way to contact us is through your online account via the mobiles.co.uk website. Kind regards Thomas Mobiles.co.uk Customer Support Team

Posted 10 years ago

“Main concern was the delivery - when the parcel had not arrived at it's scheduled time, I waited for a couple of hours before contacting the courier and at one point they said that it may be delivered the following day due to a delay. I was not happy having wited in all afternoon. Eventually it did arrive about 4 hours late”

Helpful Report

(Apple IPhone 5s 16GB Space Grey) - Posted 10 years ago

Hello Janet, Thank you for your review. I apologise if your order was delayed by the courier. I have tried to contact you today. If you could let me know an appropriate time and day to call you, your feedback would be greatly appreciated. Kind regards Charlie Mobiles.co.uk Customer Support Team

Posted 10 years ago

“My experience has been bad for the following reasons: - no communication regarding handset being out of stock. took a day off work, waited all day at home (as you do not deliver to business address), delivery never arrived. Contacted DPD who informed they did not have my delivery details and I should contact the mobile phone supplier. - no info on the website that the handset I ordered was out of stock at any point since I made the order. Was completaly unaware or did not have any opportunity to find out that my order will not be delivered on time - customer service staff was not able to give estimate timeline when the handset will be in stock again what wasn't able to make a decision whether to keep or cancel the order. Furthermore the agent could change my delivery address to business address after I informed him that I will be not able to take another day off work to be at home when the delivery arrives. Strange because when I was placing my order on line this option was unavailable to me. - after 6 working days I got SMS from DPD informing that my order will be delivered between 8am and 8pm by Dave on 7/11/14. No 1hr slot was allocated for delivery however I could read on your website that 'We've teamed up with DPD to deliver all our handsets. With them, you'll get a notification of the hour your parcel will be delivered. So no more waiting in all day for the van to arrive'. Pretty disappointing”

Helpful Report

(Samsung Galaxy S5 Mini Black) - Posted 10 years ago

Hello Aneta, Thank you for your review and for taking my call today. I am thrilled to find out you have now received your order. And the challenges we discussed in regards to Stock and with our delivery company have been passed forward as feedback. It was a pleasure speaking to you today and I am glad I was able to resolve this for you. Kind Regards Charlie Mobiles.co.uk customer support team

Posted 10 years ago

“I bought a Sony Experia z1 on o2 contract unlimited texts and minutes 2gb data with £198 cash back which I assumed was against the price of the contract (£33 per month) only to find out that I have to claim the £198 over two years in stages! This is completely ridiculous! I have never heard of anything like this before. I was expecting a £24.75 bill each month! You should make this clearer to avoid disappointed customers! Natasha Gabriel”

Helpful Report

(Sony Xperia Z1 Compact Black) - Posted 10 years ago

Hello Natasha, Thank you for your review and for taking my call today. I shall be in touch tomorrow as discussed in order to fully resolve this for you. Speak soon. Kind Regards Charlie Mobiles.co.uk customer support team

Posted 10 years ago

“1. I was lied to by the sales person. When I said categorically I didn't want the new phone contract to start until my previous one finished I was told this wouldn't happen until I inserted the SIM card. A lie. As a result I am now having to pay for two months contracts as you send the phone out with a new number and it was live immediately. So bang goes any saving I may have made coming to you. 2. Although I am staying with O2 the sales person made no effort to explain that it was my responsibility to change numbers either. I am not particularly technically competent, which should have been obvious from my conversation, and no advice was given about the input I would need to make. 3. I asked the sales person if help was available to transfer all the contents of old phone to new phone. I assumed wrongly that you would provide this service. Wrong assumption. I was not told this would cost me money. A further reduction in any saving I might have made. 4. When I contacted CS team Simon (reasonably helpful) told me to take the phone to Carphone Warehouse. Fine. I told him I would go to Folkestone branch and was given address. However when I got to the branch they could only transfer pictures across, not emails, addresses and settings. They were helpful but said in East Kent only Canterbury or Maidstone could do this. Phoned customer service and was told that you would credit my account for the Carphone Warehouse charge. Thank you. However that then required a 28 mile round trip plus car park charge which I have had to pay. Additional cost incurred for moving to mobiles.co.uk 5. During my second call, when I was explaining about the inability of Folkestone shop to enable the transfer, your CS advisor tried (again) to tell me to take the phone to Thanet even though I had already informed him that Carphone W could only do the work in Canterbury. He should listen! 6. I have only just discovered today that, having changed my phone number myself using your website, recipients of text messages still appear to receive them from the number you issued on the new phone which is confusing. I found out from O2 that it must also be changed in the settings on the handset. Would it not make sense to advise customers on the same page on your website that this needed to be done? So, in summary, a poor service and one which leaves a bad taste as I am considerably out of pocket and have negated pretty much any savings made on the first year – never mind the time spent on the phone and travelling around the county. The irony was that I actually said to my wife before this nonsense began that with an advertised 4.4/5 star rating and a U switch award this should be a reasonable experience. How very wrong I was. Maybe if I’d been buying an Iphone 6 on a £40/month contract I may have been treated better – who knows?”

Helpful Report

(Apple IPhone 5c 8GB White) - Posted 10 years ago

Hello Adam, Thank you for your review. I am sorry to hear about the challenges you have faced with not only your connection, but the numerous times you have had to contact ourselves and the lack of resolution. We have called you today have been advised to call you On Wednesday 19th November 2014. You will receive a call on Wednesday, if you have a specific time please reply in order for us to contact you at a time that is convenient. Hope to speak soon. Kind Regards Charlie Mobiles.co.uk customer support team

Posted 10 years ago

“It took me a long time to get through on the sales line to actually buy a phone. Then things were out of stock, PAC codes caused complications etc. etc. etc. Once on the phone everyone was very friendly and i have my new phone and it works and the price is very competitive, but in general the "look and feel" of the service is not great.”

Helpful Report

(Apple IPhone 5c 8GB White) - Posted 10 years ago

Hello Neil, Thank you for your review. I am sorry to hear about the challenges you have faced in placing your order and in regards to the porting of your number. I have called you today and will call you again in a couple of hours as requested in order to resolve this for you. Hope to speak soon. Kind Regards Charlie Mobiles.co.uk customer support team

Posted 10 years ago

“Ordered on 1st for delivery on 4th. Nothing, order not even checked by 7th. However email sent and order dispatched quickly. Fingers crossed it arrives on Monday as I've already received my first bill from o2.”

Helpful Report

(Samsung Galaxy S5 Charcoal Black Refurbished) - Posted 10 years ago

“This complaint I regarding the ordering process. I ordered the phone and initally expected delivery on Tuesday 4th Nov. After monitoring order status the web page I became concerned when the order didn't appear to progress. To cut a long story short lots of confusion around what was in stock and what I had actually ordered, initial contact left me very frustrated.can I suggest you enhance your order status protocol”

Helpful Report

(Apple IPhone 5c 8GB White) - Posted 10 years ago

Hello Stuart, Thank you for your review. I apologise if the status of your order was not clear. I’ve passed on your feedback and hope for this to be added to our systems in future. This should keep customers in the loop and avoid confusion. Kind regards, Chris Mobiles.co.uk support team

Posted 10 years ago

“The prices are good. Getting hold of customer services is an impossible task. Make sure you do not need any answers because you wont get it!”

Helpful Report

(Samsung Galaxy Alpha Blue) - Posted 10 years ago

Hello David, I’ve tried to call you today however you were unavailable. If you have any questions regarding your order you can find most of these on our helpdesk, http://www.mobiles.co.uk/faq.html, alternatively you can email us by visiting, https://www.secure-mobiles.com/customer_login/contact. Kind regards, Chris Mobiles.co.uk support team

Posted 10 years ago

“Delivery was excellent but my new phone came with a new O2 account instead of upgrading the old one. I have tried emailing you but you failed to respond apart from the automatic response which you failed to follow up on. I have just spent over an hour tonight (5 november) sorting out the accounts and I am out of pocket as well for the time that I have had two accounts. Please advise how you will compensate me for my loss of time and money.”

Helpful Report

(Apple IPhone 4s 8GB Black) - Posted 10 years ago

Hello Ramon, Thanks for your review. I tried to call you today however you were unavailable. With o2 you can easily advise them to transfer your number over to the new contract you agreed to with our selves. You may have to pay for the remaining month of the previous contract before your number changes over. If you let me know the best time to contact you we can discuss this further. Kind regards, Chris Mobiles.co.uk support team

Posted 10 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

Mobiles.co.uk Reviews