Frequently Asked Questions

My phone is blocked what do I do?
It’s happened to everyone. To get your PUK code you need to phone your network provider.

IMPC Tip: Write your network providers customer service number in a safe place so it’s there when you need it. The phone number is on your bill.

How do I transfer my contacts to my new mobile?
On your existing handset save all contact information to PHONE MEMORY. Then switch off the handset and replace the existing SIM card with your new one. Save the contact information in the PHONE MEMORY onto the new SIM card. Finally insert the new SIM card into your new handset and you’ll find all your contacts.

IMPC Tip: Always save new contacts to your SIM and not the phone so that when you get a new phone or your handset stops working you won’t lose the contacts.

What do I do if my handset stops working?
If your new handset becomes faulty within the first 14 days IMPC will exchange like for like. After the 14 days you will have to contact the manufacturer.

IMPC Tip: We can insure your phone for as little as £3.99 a month. Don’t wait until the worst happens.

My mobile is lost/ stolen what will I do?
You need to contact the network provider as soon as you realise you’ve lost/ stolen the phone. They will bar the SIM card for you rendering if useless and preventing them running up a bill in your name, which you would be liable for. The network will then send you a new SIM.

My first bill is more than I expected, why?
Your first bill may have a higher charge for the line rental than IMPC quoted. Check the dates on the bill as you are charged from the connection date which maybe longer than 1 month. After the first bill you will be charged monthly as per your quote.

IMPC Tip: Keep your handset serial number, known as the IMEI number, handy so that if your mobile is lost or stolen it will be easily traced. To get your IMEI number from the phone enter #06#.

How do I change my billing information or Direct Debit details?
Call customer services at your network provider to alter these details.

How do I use my phone abroad?
Mobile usage abroad depends on your package and the country you are visiting. Look to your instruction manual for further information or contact your network provider.

IMPC Tip: Always check the cost of both incoming and outgoing calls and texts with your network provider as these are often more expensive than your current tariff and that includes incoming calls!

Please send back any old mobile handsets you have and we’ll recycle them for you.