Business Mobile, Broadband & Voip | Prestige Telecom Group FAQS – Prestige Telecom Group

Help and Answers

FREQUENTLY ASKED QUESTIONS

Getting Started

How do I unlock my device from my current network?

It is important to do this as soon as possible as it can take between 72 hours and 10 days to unlock a handset from a network.

If you’re not taking new hardware with your contract, you’ll need to ensure your existing device is unlocked before your connection date. If you have any issues with unlocking a handset, please let us know so that we can amend your connection date and ensure you don’t suffer any loss in connectivity.

Please follow the relevant link for your current provider to unlock your current device:

Can I keep my existing phone number?

Of course! We’ll help you obtain a PAC (Porting Authorisation Code) from your current network which will allow you to transfer your existing number.

On your date of connection, your existing number will just stop working on your old network and you’ll be up and running on your new one straight away.

How long does the transfer of my number take?

The transfer of your number will take place on your agreed connection date and is usually an instant process*. This transfer can take place at any time on your date of connection, as soon as you lose signal from your old network, you will be up and running on your new one immediately.

NOTE *sometimes there are network issues which may delay the process.

My number is due to port today, what can I expect?

Your number will transfer from your existing provider to your new network between 9am and 5pm. During this period your existing SIM will stop working and you will need to insert your new SIM into your device.

You may notice that some services aren’t working at points whilst others are, so we recommend intermittently rebooting the device to push through any updates.

If you experience issues after 4pm, please contact our Customer Service team on 01329 554375.

How do I update my contact details?

In order to update any of your details, you’ll need to contact our Customer Service team on 01329 554375.

To change details, we need instruction from the authorised person on the account, directly from their validated email address that we have on file.

I want to set up my voicemail

This is really simple, just open the phone function on your device and dial 1750 to activate voicemail and follow the instructions to set up your recorded message.

Can I use my device as a hotspot?

Yes, although we do not recommend using your phone personal hotspot because you’re likely to use a lot more data and a lot more quickly, than normal mobile browsing.

In addition to this, the reporting of the amount of data used while tethering is delayed - sometimes by several days – which means that any data alerts and/or bars set up on your account will also be delayed, which could lead to additional charges on your account.

The reporting of data while roaming outside the UK can further increase the delay in data reporting. Due to the increased cost of using data outside the UK/ EU, we highly recommend that you avoid using your phone or connected device as a personal hotspot while roaming.

If you have an iPhone device, you’ll need to contact plan.com directly to enable the hotspot function by calling them on 03300 88 18 18 or by emailing help@plan.com.

Accounts & Bills

I have a question about my bill?

You can find a fully itemised breakdown of all usage through the month on your invoice, which can be downloaded from the my.plan.com portal. If you’re not already registered for online access just click the create account link on the login page. The answer you’re looking for may be in the content of the bill.

If your invoice is higher than you were expecting, check the first and last dates that your line rental has been invoiced. If it’s your first invoice, the chances are it’s a little higher than expected as it is pro-rated, which means you’ll have been invoiced for the remainder of the month you connected and for a month’s line rental in advance as normal.

If you have a question about your bill, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk

I have a question about my tariff

If you want more information about your tariff you can find everything you need here: www.plan.com/guides

I want question something in my contract

Prestige Telecom Group sell exclusively to businesses and as such, operate within strict guidelines.

Our standard business agreements are usually 36 months, with an account review at month 18. This means that we will work with you to either bring down the cost of your monthly bill or discuss an upgrade on your hardware.

All prices exclude VAT and any discounts agreed are applied to the account from the start of the contract until month 18.

Our sales team are always very clear about the terms of the contract that you sign, but if you feel that you have been mis-sold in any way please contact our Customer Service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk. All of our calls are recorded and can be checked to ensure that the sales process has been compliant.

Does my contract include VAT?

All business contract prices exclude VAT. If you’re VAT registered you’ll be able to claim this cost back from HMRC.

To request a copy of your contract please contact our Customer Service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk. You can also download this from the my.plan.com portal.

I haven’t received payment for my Early Termination Fee (buyout)?

In order to win your business, Prestige Telecom Group may have agreed to buy out the remaining term of your existing contract, minus your last month’s line rental and any outstanding out of bundle charges.

Your existing provider will generate a final invoice, which you should have 28 days to pay. Once you receive your final invoice you need to email a copy to finance@prestigetelecomgroup.co.uk as soon as possible.

Prestige Telecom Group can’t pay your existing provider on your behalf, so provided your first month’s invoice with your new provider has been paid and there is a valid Direct Debit in place, the money will be paid to you within 28 days of your submitting your final invoice, so that you’re not left out of pocket.

It’s important that the first bill has been paid to your new provider to ensure that your buyout is not withheld.

Prestige Telecom Group process these payments with two automated payment runs per month. It’s not always possible to send individual payments outside of these dates.

I need more data?

Been a busy month and running out of data? No problem! Boost your data! Customers can now boost their data any time they want, with 1GB, 2GB and 5GB Data Boost options.

What’s more, if you’re caught short near the end of the month* and have already boosted your data, you can add another one (or two) boosts - but you can’t add the same Boost twice in one month!

So, if a 5GB Boost has already been added, you can request a 2GB or 1GB Boost (you can’t have another 5GB). You could even add them together to get a 3GB Boost!

*Data boosts can be requested at any time in the month and are compatible with any device that already has access to data. Neither the price nor the allowances of data boosts are pro-rateable. If you exceed your data allowance, standard out-of-bundle charges apply. Adding a data top-up will not absorb data overage that has already been incurred. You will be charged for the additional data you have already used, plus the price of the data boost, which will include data usage from the point at which the bundle is added until the end of the month. Data Boosts are not compatible with exec.plan 60GB.

A data boost will end with effect from the end of the calendar month in which the request was made unless explicitly agreed. When explicitly agreed with the customer, they can be left open when added until such a time that the customer requests the boost to be removed, either verbally or in writing. If you want to add a Data Boost or discuss your options, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk

Technical Help

4G & WiFi Calling

If you’re having problems making a call due to network coverage, you can use WiFi to call as normal. And 4G Calling lets you make calls over 4G, meaning clearer calls.

Wifi and 4G Calling use your minutes and not your data. Your calls are included as part of your usual voice tariff allowance, and out-of-tariff calls are charged at your standard rate. You’ll move seamlessly and uninterrupted between WiFi and 4G network coverage to continue your call, while being able to check your mail or browse the Internet at the same time.

Getting started is easy, there’s no need to sign up, register or download a separate app. You just need to ensure that you have updated the data settings on your compatible device. Whenever you’re connected to a WiFi network or you’ve got a 4G signal, you’ll automatically use WiFi and 4G Calling.

If you’ve got a brand-new phone that’s connected through plan.com (see eligible devices below), you will automatically be set up for Wifi and 4G Calling. There’s no need to do anything!

Customers with iPhone 8 Plus, 8, 7 Plus, 7, 6s Plus, 6s and SE with the latest iOS11 (or above) installed can enjoy the experience of seamless connectivity.

If you want to check the status or compatibility of your device, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk

I’m having problems with my Boostbox

Unplug everything for an hour or two. Check your broadband speed. You’ll need 2mbps upload and 0.5mbps download speeds for your Boostbox to operate efficiently.

If you’ve changed your mobile phone or swapped your SIM card, you’ll need to inform us.

If this doesn’t fix the problem, you will need to contact our customer service team on 01329 554375 or email them at support@prestigetelecomgroup.co.uk with details of the problem.

Diverting calls?

To temporarily redirect your phone, dial **21*phone number#

Alternatively, call us on 01329 554375 and we will process the divert.

Diverts apply to calls only.

I can’t access data?

Data may be unavailable for a range of reasons. Here are some quick ways of fixing the issue or finding out why.

The first thing to check is whether you have exhausted your monthly data allowance. To find out, you can register for my.plan.com or if you’re registered already, by logging on and checking your data usage.

If you are within your data allowance but still having issues accessing data, try rebooting your handset by turning the device off, removing & reinserting the SIM card and turning the phone back on. Sometimes this fixes the issue.

The next thing to do is check your data settings, which are usually found by going to your phone’s Settings and then selecting Data.

The data APN you need is data.plan.com

The username should be plan

A password is not required

If you have an iPhone, you’ll need to reinstall the APN profile on your device. This is much simpler that it sounds, access the guide here: www.plan.com/guides/apn-settings/

Want to know more about APN settings? www.plan.com/guides/apn-settings/

If you’re still experiencing difficulties, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk if the issue is less urgent. You will be asked if you’re in an area that can receive data, and we will check if your data has been barred due to going beyond your monthly usage, or failure to pay a bill.

Coverage / signal problems?

Initially, switch your phone off and on again, if your phone has just dropped off the network for some reason this will enable it to reconnect.

If this doesn’t work then this could be a problem with the O2 network, to check this you should go to status.o2.co.uk/ and enter your postcode, this will give you information about any known problems with the network.

If there are no known network problems in your area then you may be in a low coverage area, to check this you can use O2’s coverage checker found at www.o2.co.uk/coveragechecker

If you are in a low coverage area then Wifi and 4G Calling may also improve call quality (available on most iPhone & Android devices).

If you are not in a low coverage area and you are still having problems then you will need to contact our customer service team, who will investigate the problem further, they are available on 01329 554375 or email them at info@prestigetelecomgroup.co.uk.

I can’t send an MMS / picture message?

If you’re having problems sending or receiving MMS you’ll need to ensure that your data settings have been updated.

Want to know more about Data settings? www.plan.com/apn-settings/

If you have an iPhone, you’ll need to reinstall the APN profile on your device. This is much simpler that it sounds, access the guide here: www.plan.com/apn-settings/

If you want to check the status of your device, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk

My voicemail has stopped working?

If you can no longer access your voicemail, please follow these instructions:

  • Dial 1760 to deactivate voicemail
  • Turn off the device
  • Remove the SIM card and reinsert
  • Switch on the device
  • Dial 1750 to activate voicemail
I have a problem with my handset?

All hardware provided by Prestige Telecom Group is covered by the manufacturer’s warranty. Provided your handset is within its warranty, faulty hardware can be replaced.

Before any handsets can be returned, we’ll need to conduct some first line fault diagnosis. Some things to check before asking to return a faulty handset include:

  • Check that you have the latest operating system installed on the device, you can do this by checking the device user guide. Software updates often include bug fixes and security patches, so this may resolve and issues you’re having.
  • Process a factory reset and remove any third-party applications. As more and more users install third-party applications on their device the chances of a conflict between software installed on the device increases.
  • Check the device manufacturer website as other users may have experienced the same fault and a solution may be logged on the site.
  • Check that the device has not been dropped or damaged (including water damage) as this will automatically void the warranty. If the screen is cracked or bleeding, if there are dents on the device or if there is condensation behind the screen the device will not be covered by the warranty.
Handset order or delivery issues

Our Support teams are on hand to deal with any returns and will work hard to minimise the inconvenience to you. Handsets can be returned if:

  • The item was damaged in transit prior to receipt
  • The item supplied is different from that ordered
  • The item supplied was incorrectly ordered

You must contact us within 24 hours of receipt of your order and ensure that the item is unopened. Once an item has been opened it is not possible to return it.

Going Abroad

What do I do if I travel abroad?

Our support teams are on hand to help ensure that you’re able to stay connected whilst you travel. Make sure you let us know before you go, so that we can make sure your device will be ready for use once you arrive.

We can also discuss the options available to reduce the costs involved with using your device abroad. Call us on 01329 554375 at least 24 hours before you travel and we can discuss your options.

Is there anything I can do to make roaming cheaper?

Using your mobile device whilst abroad can be expensive, but it doesn’t need to be. There are options available to you, dependent on your tariff, which usually include caps and bundles. To talk through your roaming options please get in touch with us on 01329 554375.

Important: using your phone on a cruise ship or aeroplane may incur significant charges. Please contact us before you travel.

Why isn’t my phone working whilst abroad?

Your device should automatically connect to the best available network within the area. If this doesn’t happen, or you’d like to manually select the network that you are connected to, please follow the below instructions:

  • Navigate to your device’s mobile network settings
  • Navigate to the carrier/network option within this menu
  • Within this option, there should be an option to switch automatic network selection off, select this

Your device will now manually search for available networks, which you will be able to select from

If this does not work, it could mean that you need to update your data settings. Want to know more about Data settings? www.plan.com/guides/apn-settings/

If you have an iPhone, you’ll need to reinstall the APN profile on your device. This is much simpler that it sounds, access the guide here: www.plan.com/guides/apn-settings/

If you want to check the status of your device, please contact our customer service team on 01329 554375 or email them at info@prestigetelecomgroup.co.uk

Moving On and Leaving

Thinking of leaving?

We’re sorry you’re thinking of leaving us.

If you’re thinking of leaving us because you’re unhappy with your services, why not see if there’s something we can do about that?

We’d love you to stay so if you’re not happy with your current package, why not see if we are able to offer something different?

If you do want to cancel, you’ll need to call 01329 554375 and let us know. There’s every chance our team will try and convince you to stay, but if you really do want to go, they’ll assist in any way they can.

Please note: Depending on the time left in your contract, you might have to pay an early termination charge before you leave. It would be worth checking your contract before coming to a decision. If you’ve got time left on your contract, you might want to wait for that to run out before moving.