Every day help for our customers

Got a question? We’re here to answer them. Check out our most frequently asked questions, so you can find everything you need to know to get your mobile contract ready to go.

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Category: Mobile

If 5G is not working on your mobile phone:  

  • Check if your smartphone is compatible with the 5G network 
  • Check the device settings 
  • Check if 5G is available in the area that you are in 
  • Contact our team via Live Chat or by phone on 01536 661050, and we will check 5G is enabled on your account with your network provider. 
Category: Mobile

Yes, you can use your SIM-only contract overseas as MTH Networks can provide plans that include overseas bundles. Please ensure you advise our support team which countries you are looking to visit to ensure we find the right package for you. 

Category: Mobile

MTH Networks Unlimited Bundles are truly unlimited, providing usage is appropriate to the bundle type. 

Inappropriate usage would be considered as: 

  • Any usage outside normal practice 
  • Any usage made via automated means (also see Gateway/AIT) 
  • Any usage that damages or impairs the hosting network 
  • Any usage considered fraudulent, abusive, illegal or a nuisance 
  • Data usage where users regularly tether to 12 or more devices 
  • Data usage where users have used 650GB of data twice within 6 months 
  • Data usage when roaming outside of the UK and more than 25GB within a single billing period 
Category: Mobile

With our 30-day rolling SIM-only, you can cancel at any time, but you will need to give us 30 days’ notice. 

If you have a SIM-only or mobile contract with us for a fixed term, such as 12-months, 24-months, or 36-months – you may cancel at any time within the 14-day cooling-off period. Should you wish to cancel after the 14-day cooling-off period, early termination fees will apply. We will, however, make every endeavour to reduce these early termination fees’ where we can, in line with Ofcom Guidance and Regulations. 

Category: Mobile

Yes, we can provide spend caps for all major network providers, to prevent you from exceeding your monthly allowance. These are not activated automatically so you will need to let us know before activating your SIM. We typically suggest a spend cap of £5 or £10 depending on the purpose of the usage. 

Category: Mobile

Currently, there are only a limited number of 5G mobile phones available on the market, but all of our SIMs have 5G capabilities.  

Category: Mobile

Yes, you can retain your current number! Simply text “PAC” to 65075.   

You will receive your PAC (Porting Authorisation Code) from your current network provider within 48 hours. Pass this onto our team and we will port your existing number over for you!  

Category: Mobile

Yes, you can!  
If you choose to order more than one SIM card, you can find a suitable package to cater for all SIM cards within a Shared Bundle.  This will provide you with minutes and text messages per SIM card, and a group shared data package. 

Alternatively, you may wish to use a mobile hotspot to share data from one SIM card to another device. 

Category: Mobile

Yes, you can! Your SIM Package with MTH Networks will include usage in Northern Ireland.  

For usage in Ireland, please check if it is included within your package/bundle. If you have an EU Roaming bundle, it should be included in your allowance. 

Category: Mobile

Yes, we can keep you updated on a phone’s release date. We can also pre-order the device for you and arrange for it to be delivered straight to your door once available. 

Category: Mobile

All handsets purchased from MTH Networks will be unlocked to all networks as standard. 

We can even assist you with unlocking your handset if it has not been purchased from us, although, there may be a small charge for this service. 

Category: Mobile

We specialise in SIM-only contracts, but we can always find you a great mobile phone deal too!  

We can supply you with the latest Samsung and iPhone handsets, along with all other manufacturers. We can also offer you a variety of covers, chargers, and other accessories.  

If you need a hardware fund, we can also accommodate this.  

So, if you are looking for a new handset, contact our team via Live Chat or telephone on 01536 661050.   

Category: Mobile

Yes, we do offer business mobile deals! We can offer SIM-only plans, Shared Plans and Technology Hardware Funds. 

If you require a more complex or bespoke mobile solution to meet the needs of your business, give us a call and schedule a review with one of our specialists. 

Category: Mobile

Yes, the network providers we work with do support eSIMs! 

If you would like your contract in eSIM format, email us at [email protected] or let us know when placing your order. 

Please note we cannot currently support eSIMs on wearables – but we are hoping to add this upgrade soon! 

Category: Mobile

Your new SIM card will be activated the day it’s delivered to you.  

If you have a spare SIM card that you would like to activate, contact our team via Live Chat or telephone on 01536 661050.  

You will need to have your SIM ID to hand – this is called an ICCID number, consists of 19-20 characters and can be found on the SIM card.  

Category: Mobile

We work with all major UK Network providers, such as O2, Vodafone and EE.  
We recommend using the following website links to check your coverage. If you need any assistance checking the network coverage in your area, please contact the MTH Networks team. 

O2 Network Coveragehttps://www.o2.co.uk/coveragechecker 

Vodafone Network Coveragehttps://www.vodafone.co.uk/network/status-checker 

EE Network Coverage – https://coverage.ee.co.uk/coverage/ee 

Category: Mobile

SIM cards can store personal and sensitive information such as phone numbers, contact names and text messages so you wouldn’t want these to fall into the wrong hands. The easiest and simplest way to dispose of a SIM card is to cut it into several small pieces ensuring you cut along and across the metallic chip pads.  

We do not recommend recycling SIM cards as they include metals that can be harmful to the environment. 

Category: Mobile

You can set up a Direct Debit on your account to make monthly payments via the Client Portal. We also accept debit and card payments including American Express.  

You can alter your payment method at any time during your contract. 

Category: Mobile

You should not need to change any settings on your phone if you have an overseas plan or bundle in place. The network will automatically detect that you are abroad and change your phone settings. Sometimes the network may send a text with a setting update to be applied. 

Category: Mobile

We offer SIM-only deals on 30-day rolling agreements – so you have the option of not being tied into long contracts!  

We also offer 12-month and 24-month agreements, or you can spread your cost over 36-months! 

If you wish to cancel at any point, just give us 30-days’ notice. 

Category: Mobile

We provide FREE next working day delivery! 
We also offer special delivery options, such as next working delivery for specific time slots or Saturday deliveries. 

Order Monday to Thursday (before 3 pm cut off time) for Next Working Day Delivery 

Order Friday (before 3 pm cut off time) for Monday Delivery 

Order Friday (after 3 pm cut off time) for Tuesday Delivery 

Saturday Deliveries:  

Order by Friday (before 3 pm cut off time) for Saturday Delivery 

Category: Mobile

If you have lost your SIM card, please contact the MTH Networks support team to ensure that the lost SIM card is reported and blocked. We will arrange for a replacement SIM to be sent out to you by next working day delivery. 

Category: Mobile

You have 14 calendar days to cancel your contract under the Consumer Contracts Regulations. The 14-days start on the day your services go live. If you cancel during the 14-day window, we will refund you a pro-rata figure for the month un-used.  

Any setup costs or one-off fees will be non-refundable. 

Category: Mobile

A SIM-only plan might suit you if: 

It’s time to upgrade your phone contract but you don’t want a new device 

You love your existing phone and want a great tariff for a reasonable price 

You don’t want to be tied into a long contract and wish to be on a flexible plan for 30-days. 

You’re waiting for a new handset to be released and need a sim only deal to bridge the gap until it’s available.  

Category: Mobile

If you purchase a handset from MTH Networks, typically a 1-year warranty is provided.  

With some handsets, however, the warranty length will be dependent on the manufacturer. It’s always good to double-check if the manufacturer provides a warranty when purchasing new equipment.  

Category: Mobile

Wi-Fi calling is enabled and free of charge with all major network providers. Please ensure that the device being used is compatible with Wi-Fi calling.  

If you have any issues with Wi-Fi calling, please get in touch with our support team for assistance. 

Category: Mobile

If you are not sure whether a SIM-only plan is right for you – we have outlined the benefits for you below:  

Flexibility: Unlike a standard mobile contract where you lock into a 12-month or 24-month contract, SIM-only contracts give you the flexibility of 30-day rolling terms. So, if you are unhappy with your tariff or find a better deal – you can cease the contract with a 30-day notice period and no penalties. 

Cheap: A SIM-only contract will provide you with the best tariffs currently available on the market. Often these are inclusive of unlimited minutes and texts, with a generous data allowance for low prices. 

Choice: We offer SIM-only deals from two of the major UK network providers – O2 and Vodafone. They offer a great variety of plans to choose from, and you’re free to shop around regularly or change providers if a better deal becomes available.  

Simplicity: With a SIM-only contract, you can keep using your current mobile phone. You can also keep your existing phone number by porting it over too! 

Category: Mobile

You will be notified before coming close to the end of your total allowance.  
Once you have used up your data allowance, you can purchase additional allowances if required. Depending on your spend cap, you will be able to use any additional allowances at the standard rate charge. 

Category: Mobile

We can provide you with a multi-SIM which gives you the option of Micro, Nano, and Mini SIM cards – so they are compatible with all devices. The standard sizes are:  

  • Nano SIM card (8.8m x 12.3mm) 
  • Micro SIM card (12mm x 15mm) 
  • Standard SIM card (15mm x 25mm) 
Category: Mobile

We provide next working day delivery providing your order has been placed and dispatched before 3 pm Monday – Thursday. You also have the option to specify a preferred delivery day. We usually activate your SIM card the day it’s due to be delivered to avoid any delays in getting you set up.  

Category: Mobile

All calls to UK mobiles starting with 07 and UK landlines beginning with 01, 02 and 03 are included in your bundle with our SIM-only and mobile contracts.  

Any other numbers will be chargeable. Please ensure you review our out-of-bundle costs or get in touch with our support team to query the cost of a specific number. 

Category: Mobile

Yes, your phone will need to be unlocked to any network provider unless it is already locked to the provider you are choosing.  

Typically, unlocked phones allow you to shop around for the best SIM-only deals from a range of network providers.  

Category: Mobile

As most of our popular SIM-only deals have unlimited data, we do not provide a data rollover as it is not necessary. However, our SIM-only with limited data options also do not have a data rollover.