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Customers' queries: What does it mean for me?
[September 16, 2014]

Customers' queries: What does it mean for me?


(Guardian (UK) Via Acquire Media NewsEdge) Will my mobile phone contract still work as normal? Consumers are being advised that any mobile contracts bought through Phones 4u in the past "will remain unaffected". Networks will continue to provide people with the service they are paying for, as set out in their contract.



However, many people calling the customer service number - 0844 8712253 - were being met with a recorded message containing no useful information. The advice being given is that the number is very busy and people should keep trying.

Will customers who ordered the new iPhone 6 lose their money? No. The administrator said it was Phones 4u policy not to take money in advance for phones, but if money has been paid the company has pledged to refund customers in full.


While there was some grumbling on Twitter from customers who had ordered an iPhone 6 as recently as Friday, the company said it had ceased trading "as soon as practically possible".

I have Phones 4u mobile phone insurance. What happens to my policy? Customers holding the "Phones 4u Care" policy, which provides cover against breakdown and damage but not handset loss or theft, are likely to be concerned because they have to take their handset into a Phones 4u branch to make a claim - and they are all shut.

This policy has been sold by Phones 4u since November 2012 as a replacement for Premierplan. Both types of policy are administered by Policy Administration Services, a Phones 4u group company, which is expected to go into the hands of the administrators today. At the time of writing, London General Insurance had not issued any comment. On its website, Policy Administration Services states that Phones 4u Care customers can contact 0333 222 6730.

I'm on Phones 4u's own network. What does this mean for me? Phones 4u runs its own mobile phone network, called Life Mobile, focusing on smartphone tariffs. It was launched in March 2013 and uses EE's network. Life Mobile is also in administration. However, customers who have already signed up to it are being told they are unaffected and that they will continue to receive a service.

It is not clear how many customers Life Mobile has, although Phones 4u declared a fortnight ago that the new network was "enjoying a great first year, with customer growth ahead of our expectations".

Jennifer Rankin and Rupert Jones (c) 2014 Guardian Newspapers Limited.

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