Support & Complaints

Hours

Monday to Friday, 9am to 5.30pm, excluding bank holidays.

The fastest route

Use the contact form and include:

• Your order reference (it starts with SD-)
• The mobile number, if the service is live
• A short description of what's happening and when it started

Response times

Most queries are answered the same working day. Anything needing a network investigation can take a few working days — we'll keep you updated.

Before you contact us

1. 1Restart the handset.
2. 2Try the SIM in another phone — that tells us whether it's the SIM or the handset.
3. 3Check whether the problem is location-specific.
4. 4Check for a network status incident in your area.

What we do

We raise a fault with the network with the diagnostics you've given us. Include the mobile number, the times the issue happened and the postcode where it happened — it speeds up the investigation considerably.

Raise it with us first

Send the details to us with your order reference. We'll acknowledge the complaint and aim to resolve it within eight weeks.

Escalating

If you're not satisfied with the outcome, or eight weeks have passed, you can escalate to the relevant alternative dispute resolution scheme. Our complaints page has the current details.

Records

We keep a record of every complaint, its outcome and how long it took, so we can spot repeat problems.