Why guaranteed cashback?
When we say we'll give you cash back, we mean it. Unlike others, you don't need to ask or 'apply' for your cashback - there are no forms to fill in and no hoops to jump through, we simply credit your bank account or credit card automatically after you've received your third monthly bill. We'll even send you a text message to let you know it's on its way.

When will I receive my cashback?
If the package you have chosen includes cashback it will be awarded automatically and will appear on your statement after you have paid your third monthly bill in full.

Where will I receive the cashback?
It will be credited by Tesco back to the bank account/credit card used to pay your monthly tariff. It will not appear on your mobile phone bill as it is not provided by the network. When the cashback is credited to your bank account/credit card, a text message will be sent to your mobile to confirm this

Who can I speak to if I don't receive my cashback?
You can call Customer Care on 0800 015 2006 and they will be happy to help. Calls may be recorded and are free from BT landlines, calls from mobiles and other fixed line networks may vary. If you change your bank account/credit card please call customer care on 0800 015 2006, so that we can adjust our records and make payment to you.

When will I receive my Clubcard points?
Your Clubcard points will be awarded automatically and will appear on your statement after you have paid your third monthly bill.

Where will they appear on my bill?
The Clubcard points awarded will not appear on your mobile phone bill as they are not provided by the network. They will appear on your Tesco Clubcard statement.

Who can I speak to if I don't receive my points?
You can call Customer Care on 0800 015 2006 and they will be happy to help. Calls may be recorded and are free from BT landlines, calls from mobiles and other fixed line networks may vary.

I have received my handset but it's not connected.
We endeavour to connect all phones shortly after despatch. However, if your phone is not connected on the day after delivery, please call Customer Care on 0800 015 2006 or alternatively contact us at care@tescocontractmobilephones.com and we will be happy to assist.

I've switched my handset on and it's requesting a PIN or PUK code?
For these security handset settings you will need to contact your new network. If you've chosen an O2 phone you'll need to enter pin code 0000 before you can use it.

Network Customer Care phone numbers:

Remember: Calls are free from your handset using the short code

Can I use my phone abroad?
This service is at the discretion of your chosen network. They will advise upon application of any costs or restrictions.

I have received my first bill and it's more than the line rental advertised.
This may occur because line rental is charged in advance and for the first month a part-month line rental charge may apply depending upon connection date. This charge is reflected in a reduced final bill which ensures you only pay the line rental for the time you are subscribed to the network.

I want to amend or query a bill.
We do not have access to your bill; please refer any billing issues to your chosen network.

How do I configure my handset to GPRS and MMS for picture messaging?
Configuring your handset to GPRS and MMS can be daunting, however most handsets today are pre-activated. If you do have difficulties, the networks provide a step by step guide. Please refer to the relevant website listed below and follow the advice provided.

• www.vodafone.co.uk
• www.three.co.uk
• www.O2.co.uk
• www.t-mobile.co.uk
• www.orange.co.uk

I have received my order but items are missing.
Please check your despatch note and all packaging. You must then contact Customer Care on 0800 015 2006 or alternatively contact us at care@tescocontractmobilephones.com within 48 hours of receipt of your order if any items are missing.

The product is faulty what should I do?
If your chosen product does not work or is faulty within 28 days of receipt please call Customer Care on 0800 015 2006 or alternatively contact us at care@tescocontractmobilephones.com and we will be happy to arrange a replacement.

If you experience a problem after this time please contact the manufacturer of the mobile phone.

What if I change my mind?
You have a 14 day customer service guarantee. If for any reason you are not entirely satisfied with your phone, we will be happy to arrange a replacement for you. Please note we are unable to accept returned phones direct in to Tesco stores.

It is important you contact us before returning the phone, as you will be issued with a returns authorisation number and the returns address. This allows us to track your return and ensure the phone is disconnected with the network. Your phone must be returned in perfect condition in the original packaging. All you will be charged for is the line rental used and any calls made.