Mobile Frequently Asked Questions

This page contains a list of the most common FAQs our Customer Service team receive regarding our Mobile Phone services.

Question: Am I able to keep my existing mobile numbers?

Answer: Yes, but your existing mobile network will have to provide you with a PAC (Porting Authorisation Code). Once you have this you need to pass this on to your Axis Telecom service advisor.

Question: How long does it take for my equipment to be delivered?

Answer: You should expect your equipment to be posted by special delivery within 21 working days of signing your agreement. (Subject to stock).

Question: Can I take my phone abroad?

Answer: Yes, all of our SIM cards have free roaming. This means that when you are abroad it will find the strongest network provider in that country.

Question: What if I forget my new pin code?

Answer: All you would need to do is contact one of Axis Telecom’s customer service advisors on 0844 875 1942 who will be able to give you a default pin number.

Question: Who do I speak to if I experience a fault or encounter a problem?

Answer: If you experience a fault or encounter a problem, all you need to do is contact our helpful technical support team team on 0845 373 3527.

Question: Who should I call if I lose my mobile phone?

Answer: Please contact our customers services team on 0844 875 1942 and we will arrange to bar your phone.

Question: How and when can I pay for my bill?

Answer: The payment method for this plan is monthly by Direct Debit. You will always get 10 days notice before the money is taken from your account. This provides you with a hassle free way of paying your bill with the added benefit of you knowing that you are protected by the safeguards offered by the Direct Debit Guarantee.

You can also save an additional £42 per year if you pay by this Direct Debit.

The payment date for customers that pay by direct debit or any other alternative method is on or around the14th of every month.

Question: Is there a minimum contract?

Answer: With all Axis Telecom’s products and services there is a minimum agreement of 12 months.

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Landline Faults A Few Simple Checks FAQs Email a Fault or call 0845 373 3526 Please view A Few Simple Checks and FAQs before reporting a landline fault

Broadband Faults Broadband Support FAQs Email a Fault or call 0906 736 2409* Please view our Broadband Support pages and FAQs before reporting a broadband fault

Mobile Faults FAQs Email a Fault or call 0845 373 3527 Please view our FAQs before reporting a mobile fault

*Calls to 0906 numbers are charged at £1.00 per minute.