You can contact us either by email via the Contact us page, by using our online chat facility, or by calling our customer support team on 03333 442278, between 9am and 5.30pm, Monday to Friday. If you call from your mobile, you will be charged 1p a minute. Our call centre staff will be more than happy to help.

If you want to leave us, we're sorry to see you go.

If you want to change mobile provider and keep your mobile number, you will need to request a Porting Authorisation Code (PAC).

You can get a PAC via one of the following options:

• your online account; or
• by sending a free Text/SMS with the word PAC, to 65075; or
• call us on 03333 442278.

After you request a PAC, we will immediately send you a text message with the PAC. This message will also let you know what the current credit balance is on your account. The message will also include a link to your online account, where you will find all your account details. You can always call us on 03333 442278 if you have any further questions and want to speak to an adviser.

If you want to go ahead with the switch, you have to give the PAC to your new provider. Once you have switched, your service with us is terminated, remember to use up any credit you have left as otherwise you will lose it.

Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch to the new provider, your number will not port, and your current service will continue.

Switching between mobile providers is very simple.

There are two main options available, either keeping your mobile number or just using the new number your new provider will give you.

Keeping your number

If you wish to keep your number you will need a PAC (Porting Authorisation Code) from your current provider. You can obtain this but either;

• Texting PAC to 65075
• Contacting the customers service department of your existing provider
• In your online account or app for your current provider

This will give you information about the cost of leaving your current provider if you're still in contract, plus any other services that may be impacted. If you're on a Pay as you go plan, this will give you information on how much credit you may lose once you switch.

Once your have your PAC you can give it to your new provider and they will arrange for your mobile number to move across on the date chosen.

Cancelling your old number

If you wish to cancel your old mobile number and service, you will need a STAC (Service Termination Authorisation Code) from your current provider. You can obtain this but either;

• Texting STAC to 75075
• Contacting the customers service department of your existing provider
• In your online account or app for your current provider

This will give you information about the cost of leaving your current provider if you're still in contract, plus any other services that may be impacted. If you're on a Pay as you go plan, this will give you information on how much credit you may lose once you switch.

Once your have your STAC you can give it to your new provider and they will arrange for your old mobile service to be terminated with your old provider on the date chosen.

Getting information on switching

If you want to know the impact of switching your current mobile service you text INFO to 85075 from the SIM from your current provider.

This will give you information about the cost of leaving your current provider if you're still in contract, plus any other services that may be impacted. If you're on a Pay as you go plan, this will give you information on how much credit you may lose once you switch.

This document sets out 1pMobile's policy for meeting the needs of vulnerable customers, and customers with disabilities who take mobile telephone services from us.

Introduction

At 1pMobile, we recognise that all customers are different, with a wide range of needs, abilities and personal circumstances. Our focus is to ensure we provide a fair, flexible, and inclusive service which is appropriate to the needs of the customer, irrespective of their particular situation; making it easier for all customers to obtain information, access a service, or seek an effective resolution if something goes wrong. We understand that vulnerability may be caused by a range of unique factors and that vulnerability is a situation or characteristic and not a trait.

Our approach is to identify and record factors that may lead to a customer being in a vulnerable situation and offer a tailored service based on individual requirements. 1pMobile uses the following definition: “a customer may be in a vulnerable situation due to circumstances of age, physical or learning disability, physical or mental illness, low literacy, communication difficulties or changes in circumstances such as bereavement”.

Policy objectives

1. Provide practices for ensuring the fair and appropriate treatment of vulnerable customers.
2. Outline reasonable steps that will be taken to identify vulnerable customers.
3. Describe how information about vulnerable customers' needs will be recorded.
4. Explain how staff will be made aware of, and trained, to act in accordance with the policies.
5. State how the impact and effectiveness of the policies and procedures will be monitored and evaluated.

Key principles

Our approach is supported by these principles:

• We act on the broad principle to take appropriate steps to consider the needs of any person who is in a vulnerable situation and therefore needs appropriate adjustments to how we communicate with them; support them; make decisions about their account; record their circumstances.
• We understand that vulnerability is a situation or characteristic and not a trait.
• We recognise that people are different, meaning that some individuals could be vulnerable in circumstances where others might not be.
• We believe that the welfare of any vulnerable person should be considered above all else.
• We recognise that in special circumstances it may be necessary to adopt an individually tailored approach that may mean stepping outside of our normal process.
• We have clear processes and solutions available to vulnerable persons so we can give the best support possible.
• We consider any complaint related to the treatment of a vulnerable person with the utmost seriousness and priority.
• We believe care and transparency are key to building and maintaining trust with vulnerable persons and we will demonstrate this through our actions, behaviour and outcomes.

Identifying vulnerability

Customers can let us know about any personal circumstances or characteristics that may lead them to be in a vulnerable situation:

• Call us 03333 44 22 78. We're open Monday to Friday 9am - 5pm.
• Online contact us by clicking here to go to our webform and live char facilities.
• Email us at penny@1pmobile.com.
• Write to us at: Customer Services, 1pMobile, Equinox House, 6 Oriel Court, Alton, Hampshire, GU34 2YT.

Each customer service adviser has been trained to identify the circumstances or characteristics that may lead to a vulnerable situation; the following list provides factors that may be used to identify and record vulnerability:

1. Disability: the customer, or a permanent member of the household, is disabled (including learning disabilities). For example, they have been identified as a person within the scope of the Chronically Sick and Disabled Persons Act 1970.
2. Age: the customer is of pensionable age.
3. Capacity: the customer is learning disabled, has speech impairments, a low level of literacy, or does not speak English fluently.
4. Chronic illness: the customer, or a permanent member of the household, suffers from long term ill-health (including mental ill-health).
5. Circumstantial: the customer has had a temporary change in circumstances which means that they are less likely to be able to access our services or be at risk of significant detriment. Such a change to circumstances may include bereavement, pregnancy, personal injury or financial position.
6. Landline dependency: the customer has a telecare system (lifeline alarm or similar); they use a textphone (text relay) on a fixed line; they are signed up to network controlled calling and/or 123 or 118 barring (or similar). Or they identify as having a disability or accessibility requirement that would indicate they are more reliant on their landline and/or broadband service requiring a priority fault repair. Or they have a VoIP service with no back up if there is a power or network failure.

Each customer service adviser has been trained to recognise that customers may find it difficult to disclose intimate details of personal circumstances or characteristics and to handle such situations with sensitivity, respect, and tact.

Recording vulnerability

A record of a customer's needs will be added to their account as well as the inclusive services discussed or provided. Before making such a record we'll gain the customer's consent and ensure they know what we are recording and why. As a broad principle, we seek to hold the least amount of personal information that allows us to offer an inclusive service. For more on how we look after a customer's personal information please read our privacy policy.

Inclusive and accessible services

Relay services

If you have difficulty with your hearing or speech you can use Relay services (Text Relay and Next Generation Text Relay).

When you are on a call, if you have difficulty hearing, the Relay Assistant types what the other person is saying and if you have difficulty speaking, the Relay Assistant will speak the words you type.

If you have a textphone dial 18001 followed by the full telephone number to make a call. Someone calling you should dial 18002 followed by your telephone number. You can also use the service with your mobile, tablet or PC by downloading the Relay UK app. For more information click here.

Accessible communications

Visually impaired customers can request bills and other written communications in Braille, large print or in audio format.

Bill management

We can arrange for your bills to be sent to someone you choose to nominate if they agree to receive them on your behalf. They will also be able to help you manage the account.

Free 195 directory enquiries

If you are unable to hold or read a printed directory because of sight loss or other disability, you can access free directory enquiries by dialling 195. The Operator can also connect you and you'll be charged as if you'd dialled the number yourself. Before you can use this service, you need to fill in an application form and have it countersigned by a doctor, nurse or other medical practitioner who knows you. Call free on 0800 587 0195 to get an application form.

Emergency SMS

Hearing and speech impaired customers can get in contact with the emergency services by sending a text message (SMS) on a mobile phone to 999 or 112. The message will be passed to the police, ambulance service, fire rescue, or coastguard who will be able to reply. To register text 'register' to 999, and follow the instructions you are sent.

999 BSL

999 BSL is a service that connects you to British Sign Language Interpreters remotely through an app or a web-based platform, who then will relay the conversation with the call handler and emergency authorities. The 999 BSL service is for emergency situations ONLY, for example if someone is seriously injured; lives at risk; being in danger or harm; a serious offence is in progress or just has been committed. For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo - not 999 BSL, unless there is an emergency.

There are two ways to reach the emergency authorities through 999 BSL service and they are:

• iOS and Android App (smartphone and tablet)
• Web-based (www.999bsl.co.uk)

For more information click here.

Complaints

Our complaints handling procedure is readily accessible to all customers, and can be provided in a number of alternative formats, such as large print or braille, to ensure that customers with disabilities are able to lodge and progress a complaint with ease.

Policy effectiveness

This policy is regularly reviewed to ensure it meets the needs of vulnerable customers. We also regularly assess the performance of our advisors and customer complaints to ensure that we continue to effectively support customers that need extra help.

Contacting us

There are a number of different ways to contact us, these include:

• Online by clicking here to go to our webform and live chat facilities.
• Email us at penny@1pMobile.com.
• Call us 03333 442278. We're open Monday to Friday 9am - 5pm.
• Leave us a voicemail 24 hours, on 07950 014555.
• Write to us at: Customer Services, 1pMobile, Equinox House, 6 Oriel Court, Alton, Hampshire, GU34 2YT.
• Next Generation Text Service (NGTS) for those who are deaf, hard of hearing or speech impaired

Using the site

Supported browsers and how to increase text size

Microsoft Edge (not on Mac)

• Using your mouse: View > Text Size You can also use Tools > Internet Options > Accessibility
• Using your keyboard: Control key and + or - to increase or decrease text size

Microsoft Internet Explorer 7 and above (not on Mac)

• Using your mouse: View > Text Size You can also use Tools > Internet Options > Accessibility
• Using your keyboard: Control key and + or - to increase or decrease text size

Safari 4 and above (on Mac, limited support on the iPad)

• Using your mouse: Safari > Preferences > Advanced then select minimum font size to display
• Using your keyboard: Command key and + or - to increase or decrease text size

Firefox 3.6 and above (on PC, limited support on the Mac)

• Using your mouse: View > Zoom > Zoom in or Zoom out
• Using your keyboard: Control key and + or - to increase or decrease text size

Google Chrome v 11 and above

• Using your mouse: Customise and control Google Chrome > Zoom
• Using your keyboard: Control key and + or - to increase or decrease text size

You may experience additional issues if using a version of a browser still in BETA, report these to the relevant company who's supporting the BETA.

How to listen to 1pMobile.com

Some operating systems also have built-in accessibility features that can read text aloud, or magnify parts of the screen. If you have your own screen reading software you should find it works well on 1pMobile.com. If you face any particular issues on the 1pMobile site, please don't hesitate to report these to penny@1pmobile.com.

Speed of the website

We know that site speed is important to our members and we strive to deliver as fast a site as possible. However,there are additional external factors which can influence the speed at which you can view our site. These can include your Internet speed and the performance of your Internet Service Provider, as well as the number of users browsing all sites at any one time.

Screen resolution

Our site is designed for all devices and all the pages should scale to fit your device.

Plug-ins and helpers

Our wesite requires that JavaScript is enabled. No other plug-ins or helpers are required for any functions on our site.

With so many abbreviations and technical terms that go with a mobile phone and the mobile services - we have put together a handy glossary of these terms and features.

2G
The 2nd Generation of digital mobile handsets and protocols that replaced the original 1st generation of analogue systems.

2.5G
2.5G is an extension of 2G to support features such as EDGE and/or GPRS.

3G - closing March 2024
The 3rd Generation of digital mobile handsets and protocols. 3G offers higher speed data transfer rates (measured in Mbps) than previous generations, permitting non-voice applications such as internet access and video conferencing.

4G
The 4th Generation of digital mobile handsets and protocols, set to replace 3G and 2G. Speed requirements for 4G service set the peak download speed at 100 Mbit/s for high mobility communication (ie from trains and cars) and 1 Gbit/s for low mobility communication (stationary users and pedestrians).

5G
5G (5th generation mobile networks or 5th generation wireless systems) also known as Tactile Internet denotes the next major phase of mobile telecommunications standards beyond the current 4G/IMT-Advanced standards.

A-GPS
Assisted-GPS. A mobile with A-GPS can use triangulation (it uses the signals from three mobile phone masts in the area) to calculate the phone's location to within 100 metres. This helps it obtain a faster fix on its current location as sometimes a GPS fix can take up to 30 seconds.

AAC
Advanced Audio Coding; a music format proposed as a successor to MP3 offering higher sound quality without using more memory.

Android
Android OS is a Linux-based platform for smartphones, Android wearables, tablets and some PCs. Android was released under the Apache v2 open source license. Android was developed by Google and the Open Handset Alliance (OHA), a coalition of hardware, software and telecommunications companies.

APN
An APN or Access Point Name can be thought of as being like a gate or portal from the GPRS 2.5G or 3G network into the internet. Each network operator has a different APN which needs to be set up on your phone and the APNs can differ depending on whether you are on Contract or Pay As You Go and whether you wish to use WAP or Mobile Web/Email. Very often the settings are provided automatically via a text message to your phone from the network operator but occasionally the settings need to be input manually. Details of our APN settings can be found here.

Bluetooth
Bluetooth; a short range (usually up to 10 metres) wireless communications protocol for data transfer between electrical devices. Bluetooth car kits and headsets enable hands-free phone operation without having to connect devices using wires.

Bps
Bits per second. It indicates the speed of data transfer.

D-AMPS
Digital-Advanced Mobile Phone Service; the digital wireless standard widely used throughout the Americas, Asia Pacific and other areas. D-AMPS operates on the 800 and 1900 MHz bands.

Digital
A method of encoding information. On digital networks, data does not first need to be converted to an analogue signal. Digital networks include mobile systems GSM, D-AMPS, CDMA, TDMA and UMTS and offer improved sound quality and enhanced transmission security when compared to analogue networks.

Digital Zoom
A digital camera phone which uses digital technology to zoom in on an object by enhancing part of a picture rather than by moving the camera lens.

Dual-band
A phone that can use both 900MHz and 1800MHz networks. In the UK, Orange and T-Mobile historically used the 1800MHz frequency while O2 and Vodafone used 900MHz. As the airwaves have become more congested the networks are using both frequencies and nearly all new mobile phones are at least dual-band now. See also 'Tri-band' and 'Quad-band'.

Dual SIM
A dual SIM phone is one able to hold two SIM cards. Some dual-SIM phones require you to switch between SIM cards to be able to use only one or the other and these are known as 'standby dual-SIM'. An 'active dual-SIM' phone is where both SIM cards are active at the same time and it usually has two transceivers. Latest technology 'Dual-SIM Dual-Standby' (DSDS) phones allow two active SIMs using just one transceiver.
The advantages of having a dual-SIM phone are that it enables you to effectively have two phones within one; you can use the one phone to keep your work and your private life separate for example. It could also possibly increase your chance of network coverage if you have one SIM using Vodafone on the 900Mhz band and the other one using Orange on the 1800Mhz band say. A dual-SIM phone is also handy for travel use; simply pop in a locally purchased SIM card to keep local call costs down.

FLAC
FLAC or Free Lossless Audio Codec; is an audio format that is similar to MP3 but is 'lossless' which means that it can be compressed without any loss to the audio quality.

EDGE
Enhanced Data rates for GSM Evolution. EDGE increases network capacity and data transfer rates across a GSM network. It can compete with 3G offering similar data services, and can be used to offer faster transfer rates by operators in areas where there is no 3G coverage.

eSIM
An eSIM is a virtual version of the SIM cards we usually have in our phones and means an 'embedded' SIM. It controls our calls, texts and data, but it's all digital. Instead of a physical card, there's a tiny chip built into the phone or other compatible devices such as smartwatches or tablets that support these virtual SIMs.
When buy eSIMs online, you usually activate it by scanning a QR code, and it starts working right away. Alternatively some physical SIMs can be converted to eSIMs in some phones, however, your provider as well as your phone need to support this function.

GB
Gibabyte; a measurement of data storage. One Gigabyte is equivalent to 1024MB (Megabyte).

Gorilla Glass
Gorilla Glass is the name given to an environmentally friendly, lightweight, alkali-aluminosilicate thin-sheet glass produced by Corning who claim it is durable enough to resist many real-world events that commonly cause glass failure. It is often specified for the screens of tough phones.

GLONASS
Global Navigation Satellite System. Managed by the Russian Space Forces, it is used to calculate the phone's location by taking a reading from up to 3 satellites.

GPS
Global Positioning System. Managed by the United States, it is used to calculate the phone's location by taking a reading from up to 3 satellites.

GPRS
General Packet Radio Service; a 2.5G enhancement to GSM networks. The first high speed data service available on digital mobile phones.

GSM
Global Standard for Mobile communications; a digital mobile phone standard and the de facto standard used in Europe. It is implemented on 800, 900, 1800 and 1900MHZ frequency bands. The most common frequency used is 900MHZ, followed by 1800MHZ.

Handsfree
The ability to make and receive phone calls without physically holding the mobile phone.

HSCSD
High Speed Circuit Switched Data; a technology for GSM which boosts the throughput of data and used to obtain faster internet access through older 2G mobile phone networks.

HSDPA
High Speed Download Packet Access; a high speed method of downloading data across a 3G mobile phone network. More commonly called mobile broadband.

HSUPA
High Speed Upload Packet Access; a complementary service to HSDPA.

IP rating
Ingress Protection rating; a measure of the degree of protection offered by the phone against the ingress of dirt and water.

IMAP
Internet Message Access Protocol; a method of sending and receiving email where only the header and sender information is initially downloaded, allowing you to choose whether to download the full email or leave it to be accessed from a PC later. Can help reduce data download charges.

IMEI
International Mobile Equipment Identity; a unique serial number given to every mobile phone usually found printed under the phone battery. The networks can use the IMEI number to identify a phone reported stolen and block its use in the UK.

IrDA
Infrared Data Association; the body that specifies IrDA protocols for data exchange between devices using infrared technology. Most newer devices use Bluetooth for data exchange.

Java
An industry standard object-oriented language invented by Sun Microsystems.

J2ME
Java 2 platform, Micro Edition. The edition of the Java platform for small, standalone or connectable consumer devices.

Kbps
Kilobytes per second; indicates the speed data is transferred by a mobile phone across the phone network.

LCD
Liquid Crystal Display; a type of screen technology used in some mobile phones. TFT displays are considered superior.

LED
Light Emitting Diode; a small light on a mobile phone, either used as a torch or to enhance poorly illuminated objects when taking a photo.

Li-Ion
An abbreviation for Lithium-ion; used in the construction of high performance mobile phone batteries.

Linux
An open-source operating system modelled on UNIX.

MB
Megabyte; a measurement of data storage.

Megapixel
A megapixel is one million pixels. Used to describe the resolution of a digital camera. The higher the number, the sharper the picture due to more pixels in the image.

Memory Expansion Slot
A memory expansion slot on a phone allows an increase in the memory capacity of the phone by the addition of a memory card, usually MicroSD format.

Micro-USB
Micro-Universal Serial Bus; this is a very small USB port interface. Commonly found on cellphones and other portable devices.

Military Standard
Refers to Military Standard STD-810 which is an equipment testing standard of the United States Department of defence.

MMS
Multimedia Messaging Service; a standard for the sending of messages that include multimedia (ie images, video) content to and from mobile phones.

MNO
Moblie Network Operator; also known as a wireless service provider, or mobile network carrier, is a provider of services wireless communications that owns or controls all the elements necessary to sell and deliver services to an end user including radio spectrum allocation, wireless network infrastructure, back haul infrastructure, billing, customer care, provisioning computer systems and marketing and repair organizations.

MP3
Moving Pictures Expert Group Layer 3; a technology standard allowing high compression of digital audio files (to reduce file size) whilst retaining an acceptable level of audio quality.

OIS
Optical Imaging Stabilization or 'OIS'; is a family of techniques used to reduce blurring associated with the motion of a camera or other imaging device during exposure. Generally this is used to help reduce the degree of motion along the pan and tilt planes of the devices imaging sensor, helping to reduce 'ghosting' in photographs and 'camera shake' in videos.

OS
Operating System; the basic software that runs and manages the mobile phone.

PAC Code
Porting Authorisation Code or 'PAC'; used by most mobile network operators to facilitate mobile number portability (MNP) Usually 9 characters long and in the format "ABC123456" to generate a unique user identifier. This allows users to retain their mobile telephone number when switching operators.

PIN
Personal Identification Number; usually a four digit code used to protect against unauthorised use of the mobile phone.

POP3
Post Office Protocol 3; a protocol for data transmission, used for sending emails across the internet.

PTT
Push To Talk; a technology enabling a mobile phone to be used like a walkie-talkie. Uses data packets over 2G or 3G networks. Users need to be with the same network provider.

PUK
Pin Unblocking Key; a security code used by networks to protect unauthorised use of a sim card if the wrong PIN is entered three times.

Quad-band
A phone that can use all four of the GSM transmission frequencies; 850, 900, 1800 and 1900MHZ meaning that it can operate worldwide, including the USA. (GSM 900/1800 MHz bands are used in most parts of the world: Europe, Asia, Australia, Middle East, Africa, whereas GSM 850/1900 MHz bands are used in the United States, Canada, Mexico and most countries of S. America.) See also 'Dual-band' and 'Tri-band'.

QVGA
Quarter Video Graphic Array; the common screen resolution size for mobile phones is 320 x 240 pixels (76,800 pixel count). It is one quarter in size of a standard VGA display of 640 x 480 which has 307,200 pixels.

Roaming
The ability to use a mobile phone when abroad.

SAR
Specific Absorption Rate; the measurement of how much radio frequency energy/ electromagnetic radiation is absorbed by the body. Mobile phones, like televisions, computers, etc emit low levels of electromagnetic radiation. All mobile phones on sale throughout the EU should comply with the recommendations of the International Commission on Non-Ionising Radiation Protection of a SAR limit of 2w/kg (watts per kilogram). The SAR rating of a mobile phone can be found in the phone's instruction manual or on the manufacturer's website.

Smartphone
There is no clear definition of a Smartphone but we generally recognise this to be a mobile phone built on an operating system which enables the downloading of additional applications, and having a touchscreen interface as well as camera, video, GPS and fast web browser capabilities.

SMS
Short Message Service; available on digital GSM networks allowing text messages of up to 160 characters to be sent and received.

SIM
Subscriber Information Module; an integrated circuit held on a removable SIM card. It holds a unique serial number (ICCID), the unique number of the mobile user (IMSI), security authentication and ciphering information, temporary information related to the local network, a list of the services the user has access to and two passcodes (PIN and PUK).

STAC Code
Subscriber Termination Authorisation Code or 'STAC'; used by most mobile network operators to give notice when a customer wishes to move to another provider and does not wish to take their mobile number with them, i.e. they will get a new number from their new provider. The STAC is sent between the providers to ensure that the customer does not pay for both services simultaneously. Usually 9 characters long and in the format "123456ABC" to generate a unique user identifier.

TFT
Thin Film Transistor; used in screens commonly found on mobile phones. TFT displays are considered superior to LCD screens.

Tri-band
A phone that can use three of the four GSM transmission frequencies; usually 900, 1800 and 1900MHZ. The 1900MHZ band is used in parts of the USA, Canada and South America. The American continent also uses the 850MHZ band so if you take a phone from the UK to the USA you would really need a Quad-band for it to fully function there. See also 'Dual-band' and 'Quad-band'.

UMTS
Universal Mobile Telecommunications Service; a 3G standard permitting a theoretical data throughput of up to 2 Mbps.

UNIX
An operating system analogous to DOS and Windows, supporting multiple concurrent users.

USB
Universal Serial Bus; a connection method for electronic devices usually used for data transfer. Most phones use either mini or micro USB ports and can be sometimes be used as the connection for charging the phone.

USIM
Universal Subscriber Information Module; a later generation of a SIM card with a higher capacity of 64Kb. Also referred to as a 3G SIM card because 3G phones generally need a USIM rather than the older SIM cards. Visually USIMs are no different to SIMs.

VGA
Video Graphics Array; a standard screen size of 640 x 480 pixels.

WAP browser
A Wireless Access Protocol browser - allows you to view and navigate various internet services, shown on the phone's screen.

WCDMA
Wideband Code Division Multiplexing Access - part of the newer 3G group of technologies offering much faster data speeds than GSM.

Wi-Fi (WiFi)
Wi-Fi or 'Wireless Fidelity'; is a wireless networking technology that allows computers and other devices to communicate over a wireless signal. It describes network components that are based on one of the 802.11 standards developed by the IEEE and adopted by the Wi-Fi Alliance..