MOBILE HELP & SUPPORT
Need help activating your business SIM or have any questions regarding your Windsor Mobile plan? Find the answers below in our frequently asked questions.
If you can’t find what you’re looking for? Call 0333 123 8080 to speak to an expert.
ABOUT OUR PLANS
What is a SIM Only Plan?
A SIM Only Plan is a pay monthly contract that comes without a handset or device. They are sold as a 12-month term contract. Perfect if you already have a phone and don’t need to get another one.
Are minutes and texts really “unlimited”?
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. When excessive usage occurs, the network will impose a soft limit to reduce your usage. This is important if you are a heavy user of minutes and texts.
I'm planning to travel overseas, does my plan include any roaming services?
We offer a variety of international voice, SMS and data Bolt Ons that can protect you from bill shock, after travelling abroad. You can activate these Bolt Ons with your Account Manager or call 0333 123 8080, before you travel. Find out more information about our Bolt Ons pricing and bundles. You can use your existing minute, data and SMS allocations within the UK and EU, but for any additional usage you can request a Bolt On.
How do I find out the Windsor Telecom ‘out-of-bundle’ charges?
Download our tariff plan and out of bundle charges.
What can I expect if I reach my data limit?
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 250MB Bolt On 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. Download our out-of-bundle rates.
I’m using more data than on my current allowance, can I upgrade my plan?
I’m not using all my data allowance each month; can I downgrade my plan?
Unfortunately, it is not possible to downgrade your plan within contract, you will need to wait until the end of your contract period. Please discuss this with your Account Manager or call us on 0333 123 8080.
Are there any hidden costs when dialling and texting?
Calls to 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, 09 or 070, you will be charged for additionally, so it is best to look at the specific rates. 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.
I only want to sign up for your Windsor Mobile Gold Plan, can I purchase other products from your Ultimate product range?
Yes, the Windsor Telecom products and services are modular, and each product can be purchased, by packaging the services we are able to offer extremely competitive rates.
What are the Terms and Conditions of Windsor Telecom Business Mobile?
You can find our full terms and conditions here.
Which SIM will work in my phone?
You need to make sure that the Windsor Telecom 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 or contact fonefunshop.com to do this for you. If your handset is locked to the Three UK network, it will work on the Windsor Telecom Mobile network too.
What size SIM card will I need?
There are 3 different sizes of SIM cards, a Nano SIM which is the smallest one, a Micro SIM and a Standard SIM, the original largest size. Each phone is different, so check which SIM card your phone uses before inserting your new SIM card.
PORTING YOUR NUMBER
What is a PAC?
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.
When porting my number, how long does it take to activate?
If you provide us with your PAC we can process a port on the same day, if requested between Monday and Thursday, and before 4pm. If requested after 4pm or on a Friday, porting will take place during the following day. We recommend that you insert your Windsor Mobile SIM card and forward your ported number to your new Windsor Mobile temporary number.
Why can’t I port my number to Windsor Telecom?
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: O2, Three UK, EE, Vodafone or Truphone.
I’ve ported my number, but no one can reach me, what could be wrong?
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.
SUPPORTING YOUR HANDSET & ACCESSORIES
Do you supply handsets and accessories?
We believe the supply and management of mobile devices and accessories is a specialist job. We have partnered with our Logistics supplier, we have selected a range of handsets, tablets and routers that will suit most business needs and budgets. The range include high-end smartphones, tablets that can assist with flexible working conditions, as well as a range of ruggedised specialist handsets.
My phone screen is locked, how can I unlock it?
Depending on how the handset has locked, you can access the Windsor Telecom portal, where you can reset the PIN number or view your PUK. Alternatively, please call your Account Manager or 0333 123 8080 for assistance.
My SIM card has been lost or stolen, what should I do?
If your SIM card has been lost or stolen, you need to call our Customer Care team on 0333 123 8080 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.
YOUR MOBILE COVERAGE
How do I check my mobile coverage?
Our mobile services are provided by a leading B2B carrier supported by a major UK mobile providers’ radio network. For further details and a coverage map please visit our checker.
I don’t have very good coverage at home or in my office, what can I do?
We offer a 3G Femtocell to provide mobile signal and service across your broadband network. The Femtocell will support up to 32 registered Windsor Telecom mobile devices with 4 simultaneous calls in a secure, closed-network configuration or unlimited Windsor Telecom devices and 8 simultaneous calls in an open configuration. To find out more, please speak to your Account Manager or call 0333 123 8080.
Which countries are supported for International Roaming?
We support 162 networks worldwide. For a full list of countries, click here.
I am travelling and staying in a hotel where there is no mobile signal, what should I do?
We are currently unable to offer WiFi calling. This service will be available in 2019. There are, however, solutions available. If you have a Skype or SIP client on your mobile device, you can make calls across the hotel WiFi.
What should I do if my calls are poor quality and are constantly dropping?
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.
How do I access my Voicemail account?
When your Windsor Mobile SIM is activated a standard Voicemail, service is created. Dial 121 or 07458 121121 and follow the prompts to set up your greeting and notifications.
How long can I keep my stored Voicemails?
All stored voicemails are kept until you delete them. We do have a limitation of 1,000 voicemails though. Any unread voicemails are stored for 30 days.
What is a number catcher?
If someone accesses your voicemail but doesn’t leave a message, the voicemail service will send the caller’s number to your handset via SMS.
How do I quickly access Voicemail settings?
Dial 1210 – Switch off Voicemail
Dial 1211 – Switch on Voicemail
Dial 1212 – Divert all calls immediately to Voicemail
Dial 1213 – Switch off immediate divert
Why can’t I return a call to a person leaving a Voicemail?
This is a fraud protection mechanism. Windsor Telecom does support callback to UK geographic, standard UK mobile and some low-cost, non-geographic numbers but never to International or Premium numbers.
I’m not receiving Voicemail alerts, what could be the problem?
Ensure that you have setup your Voicemail for SMS notifications and that you are receiving other texts too. It may a problem with your setup or that you do not have network coverage.
CALL FORWARDING & TRANSFERS
How do I setup call forwarding?
Please discuss how to setup call forwarding and general call treatment with your Account Manager or call us on 0333 123 8080.
Can I transfer my calls between mobile and desktop end points?
Yes, if you have a Horizon account and Windsor Telecom’s mobile and ‘Connect’ services you can ‘pull’ a call from your desktop handset by dialling *11 from your mobile.
Is there a limit added to my mobile usage?
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. If you would like to edit your set limit, please speak with your Account Manager or call 0333 123 8080.
How will I know when I have reached my limit?
We monitor your call, text and data usage for all out of bundle charges. These are charges you may incur when making premium calls, international calls, premium and international texts and any out of bundle data charges. Once we detect your usage is approaching one of the 3 limits (50%, 80% and 90%) we send warnings to you, via email and text. Once you have reached your limit, we suspend all chargeable services.
Can I still use my service when I’ve reached my limit?
Yes, you are able to use the included bundled services e.g. voice, text and data as long as you adhere to the fair use policy for voice and text and stay within your data bundle.
Does Connect require an App for calling?
No, you can make and receive mobile calls using the native dialler of your mobile phone. Calls made from your mobile phone will make use of the cellular network and do not need to go over the internet, requiring an App.
Will I have multiple phone numbers and voicemail boxes?
No, with Connect you have access one voicemail for both fixed and mobile devices, allowing you to pick up and respond to messages from any location. You can choose which number you would like to present on outgoing calls, on a call by call basis. This helps maintain mobile number privacy, when required, and choose to display your office number instead.
What services do I need to make use of Connect?
All you need is an active Windsor Mobile and Hosted VoIP account to connect to the Connect service. To find out more, please speak to your Account Manager or call 0333 123 8080.
Am I able to make unlimited calls with Connect?
There is a Fair Usage Policy which allows each Connect user 3000 minutes allocated for UK Geographic calls and 3000 minutes for UK mobile calls. The policy applies to traffic originated from your VoIP desk phone, soft client applications and Connect mobile while in the UK. If these limits are exceeded, a price per minute will be charged additionally.