Important news for Phones 4u customers

Information for EE, Orange and T-Mobile customers

Phones 4u has gone into administration. Its stores are now closed pending a decision on whether the business can continue to trade. An administrator, PWC, has been appointed to decide what to now do with the business.

In this article you can find out how this affects:

You can also find out how to get in touch.

EE, Orange and T-Mobile customers

I'm an EE, Orange or T-Mobile customer and I bought or upgraded my phone with Phones 4u - do I need to do anything?
No. There is no change to your service with EE. Your mobile services contract is with EE and continues as today. If you need assistance visit www.ee.co.uk/help, call 150 or drop into your local EE store and we’ll be happy to help.

Where do I go for queries with My EE and to do things like top up from now on?
You can log in to My EE, download the My EE app, visit us in store or call us on 150.

Recent orders

I recently ordered a phone online at www.phones4u.co.uk or over the phone but haven't received it yet. What should I do?
Phones 4u’s usual process is to dispatch all orders placed before 8pm the next working day (unless an item is on back order, when it will take longer). We assume that this applies to orders made before the administration on Monday 15 September. So, if you haven’t received your phone by now, it seems that it’s unlikely to arrive at all. This order will be cancelled. If you made an upfront payment for your phone using a credit card you should contact your credit card company to try and seek a refund. If you are unable to obtain a refund through your credit card company, you may wish to register a claim against Phones 4u – please see www.pwc.co.uk for further details. Please bear in mind that it’s not possible to estimate right now when you will get a refund and whether it will be a refund of everything that you paid.

I have a phone that I recently ordered online or over the phone with Phones 4u and have changed my mind and want to return it. What should I do?
If you received your phone in the last 14 days and wish to return it, your rights are unaffected. Please contact Phones 4u Customer Service at the number below for information on how to do this.

If you made a payment for your phone using a credit card you should contact your credit card company to try and seek a refund. If you are unable to obtain a refund through your credit card company, you may wish to register a claim against Phones 4u – please see www.pwc.co.uk for further details. Please bear in mind that it’s not possible to estimate right now when you will get a refund and whether it will be a refund of everything that you paid.

I recently got a cashback or a free gift with purchase deal from Phones 4u. I have my phone but the free gift hasn’t arrived, so what should I do?
The administrator has now confirmed that customers who purchased a phone from Phones 4u as part of a deal including cash back/a free gift to be received in the future will not receive their cash back or free gift. As your legal agreement is between you and Phones 4u, we’re afraid that EE isn’t responsible for honouring these offers. You may make an unsecured creditor claim for the value of your cash back/free gift with the administrators – please see details at www.pwc.co.uk for how to do this. Please bear in mind that it’s not possible to estimate right now when you will get any payment and whether it will cover the total sum that you claim.

iPhone 6 orders

I have pre-ordered an iPhone 6 from Phones 4u, what should I do?
The Administrators have confirmed that if you pre-ordered an iPhone 6 through Phones 4u, your order will have been cancelled. If you made a payment for your phone using a credit card you should contact your credit card company to try and seek a refund. If you are unable to obtain a refund through your credit card company, you may wish to register a claim against Phones 4u – please see www.pwc.co.uk for further details. Please bear in mind that it’s not possible to estimate right now when you will get a refund and whether it will be a refund of everything that you paid.

If you'd like to purchase another iPhone, don't worry - we've got extra stock. There are three easy options to place a new order and get your iPhone as quickly as possible:

While we can’t promise to match the deal P4u offered you, we do have some very competitive offers with added EE benefits.

Phone insurance

I've bought my phone insurance through Phones 4u- is it affected?
We don’t have all the details about Phones 4u’s insurance offers, so you should check your policy statement for any details. If you have any questions or wish to make a claim you should contact Lifestyle Service Group (who administer claims on behalf of Phones 4u). For customers with a Phones 4u care plan please call 0333 222 6730. For customers with Premier plan please call 0333 220 5466.

Faulty devices

I'm an EE customer and bought my phone/tablet from Phones 4u and it’s faulty. What should I do?
If you're a Phones 4u Care (insurance) customer you should contact Lifestyle Service Group (who administer claims on behalf of Phones 4u). For customers with a Phones 4u care plan please call 0333 222 6730. For customers with  Premier plan please call 0333 220 5466.

EE will be able to help with a free repair provided that you can show us proof of purchase from Phones 4u, that it’s a phone that we range, that it’s in warranty and the fault  is covered by that warranty. For other faults we may be able to repair, although a charge may apply. Just remember that this is a goodwill policy from us and it’s separate to any legal rights you may have against the manufacturer, Phones 4u or its administrator.

I'm waiting for my faulty phone to be repaired by Phones 4u at my local store, what should I do?
We are aware that some Phones 4u customers will have posted their phone or left it with one of the Phones 4u stores to be repaired before the appointment of Administrators. The Administrators have confirmed that they are in the process of identifying where in the repair process these phones are. Please contact Phones 4u Customer Service 0844 8712253 to provide the Administrator with further details, as they will endeavour to get the phone returned to you as soon as possible.

Life Mobile customers

I'm a Life Mobile customer, what does this mean to me?
Life Mobile has gone into administration. However, unlike Phones 4u, it's currently continuing to operate, and customers can continue to use their phones as normal. Their number is below if you need anything.

Find us or get in touch

Where is my nearest EE store? Where else can I get help?
Use our store finder to find your nearest store - with over 520 stores nationwide, an EE store might be closer than you think. You can also log in to My EE, download the My EE app or call us on 150 if you need more help.

I can't get through to Phones 4u on the phone, what should I do?
Phones 4u is experiencing heavy call demand and so you may experience delays in getting through. We would advise customers to also monitor the Phones 4u website and PwC’s website, as we understand that the Administrator will publish further information there, as it becomes available.

Phones 4U's phone numbers:

  • Phones 4u Customer Service: 0844 8712 253
  • Technical Support, for Care customers only: 0844 8712 233
  • LIFE Mobile Customer Service: 0844 3221 133

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