Frequently Asked Questions

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Here is a list of Frequently Asked Questions (FAQs). If you are not able to find your question here please feel free to ask us - your question can then be added to this page.

1. Is this site Mobile or PDA enabled ?
2. How much do I pay for delivery ?
3. How is my order dispatched ?
4. Can I upgrade to a different postage/delivery option ?
5. Is there a minimum or maximum order quantity ?
6. How soon do orders get dispatched ?
7. Do you accept orders from outside the United Kingdom ?
8. Can I cancel an order and what are the requirements ?
9. Are "On Account" or "Credit" facilities available ?
10. What payment methods do you accept ?
11. Do you accept office visits ?
12. What is a "Real" and "Virtual" Network ?
13. Can the Network be changed but I keep my phone number ?
14. I have signal problems - what should I consider ?

1) Is this site Mobile or PDA enabled?

Yes, we certainly are. But we are still in the process of optimising pages for ease of viewing.

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2) How much do I pay for delivery?

For items stocked by SIMsurprise.co.uk Standard Postage and Packing to any United Kingdom address is included in the price you see.

Products stocked and despatched by third party suppliers may incur a Postage and Packing charge, although many of these suppliers provide free postage and Packing.

We advise you to double check your shopping cart for any P & P (delivery) costs prior to checkout so that you know what you are paying.

There is an additional, totally optional, Postage and Packing method - Recorded Delivery - for items stocked and despatched by SIMsurprise.co.uk.

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3) How is my order dispatched?

Your order is dispatched via Royal Mail First Class.

There is an optional upgrade to Recorded Delivery - if you wish to select this method, we shall use Royal Mail First Class Recorded delivery.

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4) Can I upgrade to a different Postage/Delivery option?

Yes - certainly - for SIMsurprise.co.uk stocked products.

We offer an optional Recorded Delivery service if you are requiring peace of mind - this applies to SIMsurprise.co.uk stocked items.

The current charge for this service is £0.80p per cart for SIMsurprise.co.uk stocked products.

If you wish to upgrade to this service select "Add to cart" which appears below: the words: "Add Recorded Delivery for a charge of £0.80p:" on all product pages, or visit Recorded Delivery from the SIM packs tab on the top menu.

Adding a quantity of "1" to your cart will mean that all items within your cart will be sent via Royal Mail Recorded Delivery.

The Recorded Delivery upgrade is per cart - not per item - so the more items you buy the more economical the Recorded Delivery option becomes.

Note: A signature is required at time of delivery - if no one is available to sign and take delivery, Royal Mail will leave a "While you were out . . ." card explaining how and where to collect your delivery.

Third Party suppliers may have different upgrade options and terms.

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5) Is there a minimum or maximum order quantity?

There is no minimum order quantity - you are welcome to order as few as 1 product.

There is a maximum order quantity of 3 (three) SIM cards that can be registered in 1 (one) person's name, and a maximum of 5 (five) per address / household.

These restrictions are imposed upon us by our suppliers.

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6) How soon do you dispatch orders?

Orders are usually dispatched within 2 working days from receiving notification of payment.

You are advised however to allow up to 14 days from payment for your order to arrive.

In the vast majority of instances your order should arrive within 4 working days.

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7) Do you accept orders from outside the United Kingdom?

Unfortunately, no.

All of the SIM card packs that we sell are produced for the United Kingdom. We cannot, and do not, guarantee directly, or implied, that any of the SIM cards that we sell will function on any network other than those in the United Kingdom.

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8) Can I cancel an order and what are the requirements?

Yes, you can. Please visit out Terms and conditions regarding Consumer Rights.

Third Party suppliers may have different cancellation terms - we advise you to check for any Terms and Conditions when you go to Checkout.

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9) Are "On Account" or Credit" facilities available?

At this stage we do not offer these facilities - our only payment method is via Paypal.

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10) What payment methods do you accept?

At present SIMsurprise.co.uk can only accept Paypal.You can find out more about Paypal here

Third party suppliers may have additional payment options - these will be given when you checkout.

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11) Do you accept Office visits?

Office visits are strictly by appointment only.

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12) What is a "Real" and "Virtual" Network?

A "Real" Network will: Own, Maintain, and run masts and the Infrastructure of the Network.

A "Virtual" Network does not: Own, Maintain, or run masts and Infrastructure - they simply buy air-time in bulk and resell it, or lease from another Real Network.

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13) Can the network be changed but I keep my phone number?

Yes, you certainly can.

To keep your existing phone number, but change Network, all that is normally needed is to obtain a PAC (Porting Authorisation Code) from your existing Network Provider.

Once you have got your PAC, call your new Network Provider telling them your PAC number, your mobile number and the Network you are on (Network you are "leaving").

Your new Network Provider may give you a temporary phone number to use while the transfer takes place. This transfer typically takes up to 5 working days - but this can vary from Network-to-Network. Your new Network will tell you what time this should take.

Note:

• A charge may be made by your existing Network Provider in order to supply you with a PAC;
• Any unused credit on the Network that you are leaving will most likely be lost (not transferred) - so, use it up before you transfer to the new Network Provider;
• There may be a delay of a few days before your phone number is transferred to your new Network;
• Unlocking your phone from a Network may mean that you experience difficulties in updating your phone software;

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14) I have signal problems - what should I consider?

There are a number of factors - some may be obvious, and others not so obvious:

• Being within a building;
• In a valley (dip) with hills around you;
• Being in a built up area - such as at street level with tall buildings around you;
• Vicinity (closeness) to masts - the nearest one might be several miles away;

If you are currently on, for example, a Real network where you are experiencing signal problems, and wish to change Network Provider, try to avoid a Virtual Network that is partnered with the Real Network that you wish to leave, and vice versa.

A Virtual network will share the masts and infrastructure of a Real Network, so going from a Virtual to Real network (or Vice Versa) will not resolve a signal issue if both Networks use the same masts and infrastructure.

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