Choose one starting question
Tell us whether the uncertainty concerns coverage, a bill, a plan document, eSIM, roaming or switching. You do not need to know technical terminology.
Bring non-sensitive context
Useful details include the provider, general account type and the part of the document you do not understand. Do not provide a full account number, payment-card information or one-time security code.
Understand our limits
We are independent individuals providing free general information. We cannot access a carrier account, arrange a contract, cancel a service or guarantee an outcome.
Confirm the next action
Use the official provider to confirm current rules and carry out account changes. Our guidance has no service fee; calls to our London number are charged under your telephone plan.
Take the next step carefully
This is general information, not account-specific advice. Check the official provider before changing service. For consumer switching and contract information, consult Ofcom’s switching guidance and contract change guidance.