Help and Support

Having trouble? Find the answer here.

We offer every customer every customer free support across all Windsor Telecom products and services.

SIM Only Plan is a pay monthly contract that comes without a handset or device. They are sold as a 24-month term contract. Perfect if you already have a phone and don’t need to get another one.

Unlimited, when referring to minutes and texts in your SIM Only Plan monthly allocations, is associated to a fair usage policy attached to the contract.

All of our plans include Roam Like At home when travelling in Europe, this means that you are able to make calls, use SMS and Data as if you were in the UK on Your home tariff.  Please note that this is only applicable to calls made within the current EU zone and back to the UK.  Other tariffs and Bolt ons are available, however do not come as standard therefore please speak with your Account Manager or call 0333 123 8080 to discuss further. Please note that you can use your existing minute, data and SMS allocations within the UK and EU. These are accessible within our tariff plan.

You will receive a text when you reach 80% of your data limit. When you hit your limit, you can either buy a UK Data Top Up Bolt On in various sizes for that one month or upgrade your contract plan. If you do not buy either of these, you can simply continue using your data at out-of-bundle rates.

Yes, speak with your Windsor Telecom Account Manager or call us on 03331238080 and we can find the best plan to suit your business requirements.

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Unfortunately, it is not possible to downgrade your plan within your initial contract. Please discuss this with your Account Manager or call us on 0333 123 8080.

You will need to speak with your Windsor Telecom Account Manager or call us on 0333 123 8080.

Calls to standard UK landline (01, 02, 03) and mobiles (07) are part of your inclusive minutes allowance. Calls to 0800, 0808 and 0500 are free of charge. If you call numbers starting with 08 (accept 0800 & 0808), 09 or 070, you will be charged for additionally, so it is best to look at the specific rates. However, some of these calls are partly inclusive in some of our tariffing.  These charges apply to any other Premium and International numbers. While SMS or texts are included in our SIM Only Plans, picture messaging or MMS is not included and will be charged for additionally.

You need to make sure that the Windsor Telecom, O2 SIM you are buying will work in your phone. If your phone is locked to a certain network, then you can only use a SIM card from that network and the phone will need to be unlocked. You can contact your original network provider to do this for you.

Each phone is different, so check which SIM card your phone uses before inserting your new SIM card. All O2 SIMs are multi sized, therefore simply punch out the size you need and insert into the phone.

For security purposes, we will deliver an inactive SIM card to you. To activate it, please call your Account Manager or call Customer Services on 0333 123 8080 to get it activated.

If your SIM card has been lost or stolen, you need to call our Customer Services team on 0333 123 8080 in hours or 0333 123 9090 out of hours to block your service and temporarily suspend the SIM card. Please contact us immediately and we can assist straight away. It is important that you contact both the Police and your insurance company.

This is a Porting Authorisation Code (PAC) which you request from your current mobile network provider to move your mobile phone number (MSISDN) to Windsor Mobile.

A STAC or Service Termination Authorisation Code allows you to move your service from one network to another without porting your existing number.  Your existing number is ceased.

Your current network provider will be able to help you in getting these codes. Once you have received this, email cs@windsor-telecom.co.uk or call us 0333 123 8080 and we will start the porting process for you.

If you provide us with your PAC or STAC we can process a port potentially on the same day, if requested between Monday and Thursday, and before 2pm. If requested after 2pm or on a Friday, the porting process will start the next working day.

It is very rare that we would be unable to port your number, but this may occur if your number is with a satellite service provider. We can port from any number using the following networks: Three UK, EE, Vodafone. You will also be able to migrate your services from another O2 package.

This might be because the porting service is transitioning between networks and your service will be available shortly. Check your signal / coverage bars on your device screen to check whether you have network coverage. Also check whether the incoming calls are reaching your voicemail. You can also try to reset your phone and try again. If these troubleshooting steps do not work, please call your Account Manager or 0333 123 8080.

Speak with your Windsor Telecom Account Manager or call us on 0333 123 8080 and we will be able search this information for you.

We might be able to switch you to another mobile provider that has a better coverage in your area, or potentially give you boosting products to help your signal. These may be additional cost, so please either speak with your Windsor Telecom Account Manager or call us on 0333 123 8080.

Most countries around the globe are covered by the roaming agreements with O2.  Some are included with the various tariffs we have on offer and some are chargeable. Please contact your Account Manager or call us on 0333 123 8080 to discuss specific roaming requirements.

Prior to calling our Customer Services team on 0333 123 8080 and reporting the fault, please gather some information for our team. We will need to know:

  • Your location
  • Level of signal on your device
  • Number you are calling
  • How many times this issue has occurred on this number
  • How often the issue appears on other numbers and in other locations
  • Have you tried using any other device to make the same calls?

Once we have this information, we can investigate the calls and resolve your issue.

When your SIM is activated a standard Voicemail, service is created. Dial 901 and follow the prompts to set up your greeting and notifications.

Once a voicemail is accessed, it will be deleted in 30 days, unless a you save it. A message can be accessed again and saved before the 30 days expire to keep the message for an additional 30 days. Any voicemail that is not listened to is deleted in 14 days.

Dial your voicemail and follow the prompts for settings.

Alert settings can be changed within the voicemail settings.  Alternatively, voicemail can be reset by the following options. Dial 1760 to cancel Voicemail and then 1750 to reinstate with default settings.

Yes, we have set up a limit or cap to your data usage to comply with UK Government legislation and to protect you from receiving high mobile bills.  This is set at £50, if you would like to edit your set limit, please speak with your Account Manager or call 0333 123 8080.

You will be barred on the service that you have reached your limit on until the start of the next billing month.  If you would like this limit removed or changed, please email cs@windsor-telecom.co.uk as we will need written confirmation to be able to action this. Please note, all requests will be subject to a credit check.

Yes, you will need to write to us to make this change. Please email cs@windsor-telecom.co.uk. Please note, all requests will be subject to a credit check.

WHY WINDSOR

Don’t just take our word for it, listen to our customers.  With hundreds of positive reviews, Windsor Telecom is a beacon of light when it comes to customer service in the telecom’s world.

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