I’ve not received my full bundle allowance?
You will normally see this when you first start your service with us and your start date isn’t the first of the month. We pro-rata your first bill which means you will get a portion of your monthly allowance.
What should I do if I've lost my phone or it's been stolen?
If that happens, get in touch as soon as you can. We'll let you know what you should do and we'll temporarily suspend your SIM card so no one else will be able to use it. You can use our 24/7 number to report a lost or stolen phone 01608 434 072.
Please bear in mind, though, that you'll still need to pay your bill as usual while your phone's missing or suspended.
What should I do if I find my phone after I've reported it missing?
If you tell us you've lost your phone and then find it again, just let us know. You'll still need to pay your bill as usual for the time your phone was missing.
What's the SMS message centre number for my phone?
It's the number stored on your SIM card that manages your text message delivery.
The number's +447870002308. You'll only need to know it if you accidentally delete or change it in your phone's settings.
What's a PUK code and how do I get one?
When you put in the wrong SIM PIN number three times, it locks your SIM card. To unlock it, you'll need a PUK code. To obtain this, just get in touch with us. The PUK will not help if you have forgotten your screen lock code.
Call 01608 434 000 from any phone.
What are the settings I need to use the internet on my phone?
Here's how to check or change yours.
Android
Navigate your way to the Access Point Names section normally found under the mobile networks section of your handset.
Without changing any other settings, type in the following info:
- Name: EE Internet
- APN: everywhere
- Username: eesecure
- Password: secure
- MMSC: http://mms/
- MMS Proxy: 149.254.201.135
- MMS Port: 8080
- Authentication type: PAP
- APN type: If there's a choice, choose internet+mms. If the keyboard appears, type *
Tap Menu, then Save
To start your new APN, make sure the line is ticked or the radio button is lit by tapping on it.
Check the notification bar for 5G, 4G, H, 3G, E or G with up and down arrows beside it. That'll show your connection is working.
iPhone
Navigate your way to the Access Point Names section normally found under the mobile networks section of your handset.
Without changing any other settings, type in the following info:
For Mobile data:
- APN: everywhere
- Username: eesecure
- Password: secure
For MMS:
- APN: eezone
- Username: eesecure
- Password: secure
- MMSC: http://mms/
- MMS Proxy: 149.254.201.135:8080
- MMS Max Message Size: 1048576
Tap the left arrow at the top three times, then press the home button.
Check the notification bar for 5G, 4G, 3G, E or GPRS. That'll show your connection is working.
How do I activate my replacement SIM card?
Your replacement SIM card will arrive unconnected. When you've got it, you can request we activate it
here or call us on
01608 434 000 from another phone and we'll get it up and running for you.
How do I check my voicemails?
There are numerous ways of getting your voicemail when on the Your Co-op network:
- Dial 07870 020 555 from your handset.
- Dial 555 from your handset.
- Press and hold 1 on your handset.
- Dial your mobile number from any other phone. When going into voicemail press * then you will be asked for your access code and you will be able to listen to messages.
- Dial +44, then your mobile number (leaving out the first 0) when you're abroad.
What happens when I call my voicemail for the first time?
The first time you check your voicemail you’ll be asked to:
- Record a new personal greeting. You can then switch this to a generic greeting if you want to
- Set a new PIN (between 5 and 8 digits)
How can I change my voicemail delay?
It's easy to change how long you'd like calls to your mobile to last before they go to voicemail. You can set it in 5-second increments up to 30 seconds, just by dialling the number below.
**61*07870020555*11*30#
If you'd like the delay to be shorter, just replace the 30 at the end with 25, 20, 15, 10 or 5 (seconds).
How do I turn my voicemail on or off?
If you don’t want callers to be able to leave you messages, just call your voicemail and follow the options to set this up.
If you’d like to switch your voicemail on, or want to completely turn your voicemail service off, get in touch and we’ll help with this.
Call 01608 434 000.
Going Abroad?
Your SIM is capable of making and receiving calls; checking voicemail; and sending and receiving text and picture messages almost anywhere abroad, wherever your phone can pick up a network. If you are a very new customer with limited billing history, we may ask you to pay a deposit to enable roaming. This will be held against the cost of any roaming use. Within the EU and selected other destinations, calls, texts and data are included in your bundle.
For calls made while abroad, we divide countries into Zones. For a list of countries by Zone, please check out the price list here
Using your phone abroad can be expensive, particularly if you are connecting to the internet. Please make sure to check these rates before travelling.
Please be aware that mobile signals do not respect borders and that if you are near to a border your handset may switch between providers from different zones. Most handsets have a setting that will allow you to disable roaming, so that you can choose whether or not to make and receive calls while abroad. We can also switch roaming off for you, if your handset doesn't have the option.
Zone 1 has no extra charge to use your UK allowance of data, minutes and texts, also you won’t be charged to receive calls or texts. A one minute minimum charge applies to calls made and received in Zones 2-6. Calls longer than the minimum are billed per second.
Please remember that if you are traveling in zones 2-6 and you have a £0 bill limit services will not work in those countries. If you need to use your service please contact the Customer services team and ask about changing your bill limit. For more information on costs while abroad please check out section 4 on our
price list here.
Are the handsets you sell unlocked?
Yes, all our handsets are unlocked to be used with any SIM card.
Will my mobile service be affected on the day of my transfer?
There might be a little disruption to your service on the day your service is transferred, but this shouldn't last too long.
Do I need to do anything on the day of my transfer?
We recommend that you turn your mobile off and on again every so often, to make sure the changes take effect.
How will I know that my transfers happened?
You can check that the transfer has happened by making a test call from your mobile phone. Just check that the right number is shown on the phone receiving your call.
If you have inserted your sim card before the go live date the handset may register the temporary number and you will need to change this once your number has ported over to our service.
What is tethering?
Tethering is when you use your mobile phone as a personal Wi-Fi hotspot to connect other devices to the internet.
Can I use my handset as a tethered Wi-Fi Hotspot?
This depends on what handset you have; you should check with your handset manufacturer directly to confirm if your handset supports tethering.
How much will tethering cost?
Tethering will come out of your monthly allowance, once you’ve used all your inclusive data you will be charged our
out of bundle price.
Can I upgrade my data plan if I need more data?
Yes, you can give the customer service team a call on 01608 434 000 and request a larger data allowance.
Can I use short code texting?
Unfortunately, we are unable to provide this service.
Can I use calls over Wi-Fi?
Yes, all our SIMs with 5G connectivity can use the Wi-Fi Calling feature. To learn more about Wi-Fi Calling,
please visit here.
How can I call the Emergency Services using Sign Language?
As of June 2022, deaf and hard of hearing customers can speak to the Emergency Services using British Sign Language. 999 BSL is a video-based service that connects you to British Sign Language Interpreters through an app or website. The interpreters will relay your conversation with the Emergency Services call handler to get you the help you need in emergencies. More information is available at
https://999bsl.co.uk/. The video calls will need a data connection, but they will not cost you anything or come out of your data allowance.
What is Wi-Fi Calling?
Wi-Fi Calling is a feature where your SIM lets you make/receive calls and texts using Wi-Fi alone. This will allow you to stay better connected and use your phone as normal, even when you have no network coverage. As long as you have a steady Wi-Fi connection you can expect calls and texts to function as usual.
How to set up Wi-Fi Calling?
Enabling this feature is very simple and easy to do, below are the steps for IOS and Android smartphones.
To enable for iPhone (for SE 2nd Gen, 11 and newer models since) please follow these simple steps:
- Go to Settings.
- Phone.
- Wi-Fi Calling and enable the "Wi-Fi Calling on This iPhone" using the slider.
To enable for Android, the exact phrasing in settings may differ slightly but the steps will remain the same. To enable:
- Go to Settings.
- Tap on Network & internet.
- If you have more than one SIM, tap on the SIM card you want to change settings for
- Scroll down and locate Advanced Calling, VoLTE or Wi-Fi Calling and here you can turn the feature on and off.
