FAQs

Android Devices

Back up content

Back up photos and videos. Learn how to automatically upload photos and videos to your Google Photos library.

Back up files and folders. Learn how to back up files to Google Drive.

Automatically back up data and settings

Important: To help protect your backed-up data, use a PIN, pattern or password screen lock, instead of a swipe or Smart Lock.

1. Open your phone’s Settings app.

2. Tap System and then Backup.​ If these steps don’t match your phone’s settings, try searching your settings app for backup.

3. Turn on your backup service

iOS Devices

Back up iPhone using iCloud

1. Go to Settings > [your name] > iCloud > iCloud Backup.

2. Turn on iCloud Backup. iCloud automatically backs up your iPhone daily when iPhone is connected to power, locked, and on Wi-Fi.

3. To perform a manual backup, tap Back Up Now.

To view your iCloud backups, go to Settings > [your name] > iCloud > Manage Storage > Backups. To delete a backup, choose a backup from the list, then tap Delete Backup.

You can find the IMEI by dialling *#06# and pressing send or the call button. This works on all makes and models.

On Android you can also go to Settings > About > IMEI to see the IMEI number. Tap Status and scroll down.

On iPhone you can tap Settings > General > About and scroll down to IMEI. iPhones also have their IMEI number engraved on the sim card tray which is useful if your device won’t power on.

If your sim is an esim you will need to contact your network direct to activate (8002 for O2, 150 for EE, 191 for Vodafone).

If it’s a physical sim please contact Challenger Customer Support on 01244 837837 to activate it by quoting the mobile number and the new sim card number.

The loss or damage of mobile phones and tablets is a problem, but it doesn’t have to be a disaster. For a small monthly fee, we can cover theft, loss or accidental damage. Visit our Phone Care page or contact your dedicated Account Manager for more information.

If you are having trouble with your mobile freezing, glitching or crashing please try and restart your device.

You may also want to check your phone doesn’t need updating. To update your phone software please see below.

If the problem persists, please contact your dedicated Account Manager.

Android

1. Make sure your device is connected to Wi-Fi.

2. Open Settings.

3. Select About Phone.

4. Tap to Check for Updates. If an update is available, an Update button will appear. Tap it.

5. Install. Depending on the OS, you’ll see Install Now, Reboot and install, or Install System Software. Tap it.

iOS

1. Plug your device into a power source and connect to the Internet with Wi-Fi.

2. Go to Settings > General, then tap Software Update.

3. Tap Download and Install.

4. To update now, tap Install.

5. If asked, enter your passcode

Check your provider has the correct email address, and check your spam.

Android

If you’re recycling or selling an unwanted Android device, you need to wipe it first to prevent anyone from accessing your personal data.

‘Wiping’ the phone can also be referred to as a ‘factory reset’.

To do this on your phone or tablet, go to Settings – General – Backup and reset. This path can vary on different Android phones, e.g. Samsung and Sony handsets will have slightly different options available.

‘Back up my data’ is usually already ticked and will be backing up to your Google (Gmail) account. This allows you to redownload your data on another Android device by logging in on it with your Google account, which is really useful when setting up a new phone or tablet.

Under ‘Back up my data’, you should see an option for ‘Factory data reset’. Select this, and then ‘Reset device’ to completely wipe your phone.

iPhone

On the old iPad or iPhone, go to Settings – Mail, Contacts, Calendars – Account then go to the bottom and tap Sign out.

Next, go to Settings – iCloud and do the same.

Go to Settings – iTunes & App Store and sign out from your Apple ID.

To wipe the phone or tablet completely go to Settings – General – Reset.  From the list of options, select ‘Erase all Content and Settings’ and confirm your choice. This will wipe your old device clean.

Text NUMBER to 2020 – it’s free to send this text and you will get a reply with your phone number.

Once you have received your sim, it is already ready to use. Just insert it in your device and you’re good to go.

If you have a replacement sim, you will need to call and activate it by quoting the mobile number and the new sim card number OR please refer to your O2 Business Account.

Your voicemail inbox is automatically switched on and is available to users by dialling 901 on your mobile. If ever it’s switched off, you can turn it on by calling 1750 free from your mobile.

O2 cover roaming within their Europe Zone as part of their tariffs. So, your data, minutes and text allowances will work in their Europe Zone, just like they do at home. You’ll be able to make calls and send texts back home or within 47 Europe Zones, like you would normally do in the UK at no extra charge and when you use data in the Europe Zone it will come out of your allowance, just like it would at home.

If you travel outside the EU, we recommend that you take advantage of O2s data Bolt ons while you travel. The flexibility of Bolt ons mean that you only pay while you’re travelling and can be assured that you will avoid unexpected roaming charges.

O2 also offer a Rest of the World pass, please get in touch with your dedicated Account Manager for more information.

If you do not know your voicemail pin, or haven’t set it up, then you will need to re set your pin before you travel.’ to ‘If you do not know your voicemail pin, or haven’t set it up, then you will need to reset your pin before you travel.

If you forget to do this before you go abroad you won’t be able to access your voicemail. No need to worry though, just contact Challenger and we can have a new pin sent to you within 24 hours.

If you are having trouble connecting, visit O2s Live Status Checker to see if there are any network problems in your area. If there are no network issues and you’re still unable to connect, please contact your dedicated Challenger Account Manager.

Click to visit the O2 Business Help and Support pages here.

Not Reachable Divert

To activate ** 62 * phone number # SEND

To cancel ## 62 # SEND

To check status * # 62 # SEND

Divert calls when busy

To activate ** 67 * 901 # SEND

To cancel ## 67 # SEND

To check status * # 67 # SEND

Divert calls when there is no reply

To activate ** 61 * phone number * 11 * no seconds# SEND

To cancel ## 61 # SEND

To check status * # 61 # SEND

Divert all calls

To activate ** 21 * phone number # SEND

To cancel ## 21 # SEND

To check status * # 21 # SEND

To cancel all call diverts

To cancel ## 002 # SEND

For Wi-Fi calling to work it needs to be enabled at network level. Please contact Challenger Customer Support to request this and check that your device is compatible

You can find out your own phone number by simply keying *#100# into the device.

1. Visit the Vodafone Sim Swap page and tap the Activate SIM tab to activate your new SIM online.

2. Put your new SIM into your device and switch it on.

3. Wait for your phone to show it has signal and the Vodafone symbol – this can take up to 24 hours, but it’s usually much quicker.

If you have a replacement sim, you will need to call and activate it by quoting the mobile number and the new sim card number.

Your voicemail inbox is automatically switched on. Call 121 from your Vodafone mobile to listen to voicemails and record personal greetings.

If you are having trouble connecting, visit Vodafone’s Status Checker to see if there are any network problems in your area. If there are no network issues and you’re still unable to connect, please contact your dedicated Challenger Account Manager.

Pay monthly plans let you take your home plan of data, texts and minutes to 110 destinations worldwide. You can use your phone as you would at home, without worrying about unexpected charges on your bill.

Roam-free – There’s no extra charge to use your home plan in these 51 destinations.

Roam-further – If you’re travelling further afield you only have to pay just £5 a day to use your home plan of data, minutes and texts in these 60 destinations – and you’ll only be charged on the days you use your phone.

If you haven’t done it already, you’ll need to set a security PIN before you leave the UK.

To set your security PIN:

1. Call 121 from your Vodafone mobile. This call is free.

2. Choose option 4, then option 2

3. Follow the instructions to choose your 4-digit PIN

When you’re abroad, just call 121 from your Vodafone mobile or +44 7836 121 121. You’ll need to enter your security PIN first, then you can use your voicemail as normal.

Accessing your voicemail from abroad costs the same as a call to the UK.

To activate enter **21* followed by the number you want to divert your calls to – replacing the first 0 with +44 – followed by #. Then press send. To cancel enter ##21# and press send. To check the set up enter *#21# and press send.

To divert calls only when my phone is busy to another number on Vodafone, activate by entering **67* followed by the number you want to divert your calls to – replacing the first 0 with +44 – followed by #.

Then press send. To cancel enter ##67# and press send. To check the set up enter *#67# and press send.

Once Sure Signal is received, please go to Vodafone.co.uk and register for a new account. You will need the sure signal serial number, mobile numbers to register and post code. Once logged in, enter information as necessary and your user/s will receive a text message to confirm they have been added. To ensure the Sure Signal communicates with your user/s devices please ensure they are on 2G and 3G only (not on 4G). If you’re not sure how to do this via the settings, please contact the support team on 0330 002 2111 or by using Live Chat. Registration can take up to 24 hours to fully complete. The Sure Signal needs to be plugged into a wall socket and not an extension cable.

Click to visit the Business Help & Support page here.

You can find out your EE number by texting NUMBER to 150.

You can also check your SIM packaging or log in to My EE (it is displayed at the top of the screen).

1. Enter the SIM into your device.

2. Activate your new SIM. You only need to do this if you’ve upgraded and been sent a new SIM or ordered a new one because your old one no longer fitted your device.

3. Wait for a signal and the EE symbol to appear on your screen.

If you have a replacement sim, you will need to call and activate it by quoting the mobile number and the new sim card number.

If you are having trouble connecting, visit EEs Coverage Checker to see if there are any network problems in your area. If there are no network issues and you’re still unable to connect, please contact your dedicated Challenger Account Manager.

To set up voicemail press and hold the number 1 on your mobile and listen to the automated menu. If dialling into your voicemail from another device, dial 07953222222, hold 1 to retrieve your voicemail menu and press * until you are asked to enter your phone number. Before travelling abroad, you will also need to set up a pin, to do this press and hold 1 from your mobile to retrieve the voicemail menu and select the option to set up a pin.

You can use your EE UK tariff allowances across the EU. You can take your minutes, texts and data with you.

Roam-free – There’s no extra charge to use your home plan in these 48 destinations

Roam-further – Depending on your tariff if you travel further afield you can use Travel Data Pass, from only £4 a day. Please call us and we will check this for you.

Using your Voicemail in the EU

If you’re abroad but within the EU, you won’t be charged if someone leaves you a voicemail. You will pay to listen to your voicemail at the per minute roaming rate.

Using your Voicemail outside the EU

Outside the EU you’ll be charged the applicable per minute rate when you call to listen to your voicemail. You’ll also be charged the incoming rate when someone leaves you a voicemail unless you turn off your voicemail.

Please note: These charges continue to apply until you’re reconnected to the EE network in the UK. We therefore recommend that you turn on your phone as soon as permitted when you return to the UK.

The easiest way to avoid unnecessary voicemail charges is to switch your voicemail diverts off, by texting VM OFF to 150. This will set your phone to ring for up to 30 seconds before the call ends without letting the caller leave a voicemail.

When you return to the UK, text VM ON to 150 to switch your voicemail diverts on.

Setting up your voicemail

You may need to enter your voicemail PIN to listen to them when you’re abroad. To set or change your voicemail PIN just follow these simple steps:

1. Call your voicemail before you leave (press and hold 1 on your phone dialler)

2. If you have messages you can get to the main menu by pressing the * key.

3. From the main menu choose option 3, then press 3 (or for T-Mobile plans option 2, then press 1) and follow the instructions about changing your PIN.

4. Enter a number between four and 10 digits. Try to make it something you’ll remember easily.

You can then check your messages by calling your voicemail from your EE phone or dialling +44 7953 222222 from any other phone.

Set up Call Divert

1. Press * code * phone number to divert to #
e.g., To divert all calls to 0123456789, press * 21 * 0123456789 #

Call Divert codes:
• 21 – divert all calls
• 61 – divert calls that aren’t answered within 15 seconds
• 67 – divert calls when your phones engaged

2. Check Call Divert – press * # code #
3. Turn off Call Divert – press # code #
Please note you’ll notice a different dial tone if Call Divert is switched on – a broken dial tone doesn’t mean there’s a fault.

Click to visit the Business Help & Support page here.

If your home or office doesn’t have EE coverage, EE offer boxes and boosters to improve your signal.

Please contact your dedicated Account Manager for more information.

5G is the next generation mobile network, which currently offers faster network speeds and, in the future, will connect more people and more things than ever before.

5G is broken down into key technologies or capabilities:
• Enhanced Mobile Broadband (eMMB)
• Ultra-Reliable Low Latency Communication
• Massive Machine Type Communications

Private Networks, whether on 4G or 5G, sit outside public networks. Network providers work with businesses to develop a network on their premises or covering the area that they work in. It enables businesses to have their own, secure ‘mini network’.

5G’s journey is only just beginning and it will take around 3-5 years to realise its full potential. Today, users are benefitting from the first of the 5G capabilities meaning they’re making the most of greater capacity and faster speeds on mobile networks.

The 5G benefits for businesses in 2021 are coming to life through the development of 5G Private Networks, where more advanced use cases can be tested and developed.

Ultra-low latency – (the time between data being sent and received) paving the way for real-time applications like collaborative robotics.

Ultra-reliability – meaning sections of the 5G network can be reserved for specific functions such as calls, text messages or the emergency services.

Much faster and more efficient – 5G can connect 10 times as many devices as a 4G network can today, but at a lower power level, enabling everything from smart societies to wearable tech that enables preventative healthcare, to connected bins that know when they need to emptied.

5G can be up to ten times faster than 4G, however many things can impact data speeds. The device you’re using, the mast you’re connected to, how many people are using the network in that area, or even how far away you are from the mast.

Like 4G, 5G has carrier grade security built into it. However, 5G’s inbuilt security will continually evolve over time to protect customers and businesses from future online threats.

5G networks enable more devices to be connected, using less energy than it would if they were connected over 4G. In this way, they are the most energy-efficient network types yet.

The application of 5G and connected technology, such as smart grids and autonomous vehicles, could see the UK save up to 269 mega tonnes of CO2 by 2035, almost equivalent to England’s total emissions in 2018.

Mobile networks are built to strict government guidelines in the UK that are informed by both the World Health Organisation and International Committee for None Ionising Radiation Protection ICNIRP. You can read more about 5G and health here: https://www.mobileuk.org/5g-and-health

Most UK networks now have 5G in parts of most major UK towns and cities, as well as lots of smaller towns and villages. You can check coverage in your area using the links below:

https://www.o2.co.uk/coveragechecker
https://coverage.ee.co.uk/coverage/ee
https://www.vodafone.co.uk/network/status-checker
https://www.three.co.uk/Discover/Network/Coverage

The Flubot scams come via text message from courier services such as DHL, DPD etc. However, they are now also coming from the likes of banks such as Lloyds and HSBC.

The scam seeks to infect Android phones by asking you to download an app. The app is in fact malware, software intentionally designed to cause damage. The software then takes over your device and allows access to your personal details and bank details.

For more information on text scams visit https://challenger-mobile.co.uk/flubot-sms-scam/

We advise that you be careful about clicking links received in an SMS format and only download apps directly from your app store. This scam is targeted towards Android users only however we would give the same advice to anyone using any other mobile device, just to be on the safe side!

For more information on text scams visit https://challenger-mobile.co.uk/flubot-sms-scam/

Please know that if you have already been hit with this scam and you believe your device has been affected, there is no fix for this malware currently. The National Cyber Security Centre recommends that you perform a full factory reset on your device which will wipe it to remove the malware. You may lose some data or files by doing this, so please remember to back up your files to a cloud account if you have one.

For more information on text scams visit https://challenger-mobile.co.uk/flubot-sms-scam/

Contact your Account Manager for a quotation and to place your order. We then arrange the engineer visit who will come out and install your new line.

Following your order, you will receive an email confirming your go-live date from our team.

The transfer will take place on the go-live date from 00:01 to 23:59. You will be sent a confirmation email once your services have gone live.

First, ensure that you have activated outbound dialling and registered the landline phone number with your service provider.

When a dial tone is heard, dial the phone number you want to call.

For any number changes you should contact your service provider to request this – there may be a small charge depending on the situation and what type of number you require.

Please contact your service provider for any changes to the phone listings.

You can request call charges by contacting your Account Manager. We have many rates to suit individual needs.

You have the option of adding an Admin Controlled Call Divert (this is set up for you) or a Customer Controlled Call Divert (you set this up yourself via the handset and can be added or removed as you please) For prices or to add this service please contact your Account Manager.

As above depending on the type of divert you require – if you have an Admin Controlled Call Divert then you will need to contact your Account Manager or if you have the Customer Controlled Call Divert you can remove using the below:

Diverting your calls   * Code *phone number to divert to #

Checking your diversions    * # Code # *

Switching off    # Code #

Codes

21 – divert all calls

61 – divert calls you don’t answer within 15 seconds

67 – divert calls when your phone is engaged

Please contact your Account Manager if you require a voicemail service adding to the line, there is a small monthly cost for this service.

Dial 1571 from your phone, select option 2, select option 2 again to reset your pin. This can only be done from the landline number you are resetting the pin for.

To set up a new user on your account you will need to contact your dedicated Account Manager.

Please contact our Data Support team who will arrange this for you.

If your services are down or you have a fault on your line, please contact your Account Manager.

Our team will ask a series of fault diagnostic questions to help pinpoint the fault, they will also perform a line test as part of the fault diagnosis.

You will be invoiced monthly for all services. Rentals are charged a month in advance and calls are charge up to the previous month. For any information or queries regarding invoices or billing please contact your Account Manager.

Software that allows you to make and receive business calls on your PC or mobile.

Displays call statistics such as number of answered calls, calls waiting in your queue etc.

Music or company messaging whilst your callers are on hold.

Order your own professional, bespoke prompts for your menu systems or on hold messaging.

How calls route through the business, auto attendant or receptionist with a call queue and the correct hunt group to improve the flow of calls to the correct departments.

Rather than going to voicemail, calls can be diverted to another person or department to avoid losing potential business opportunities.

Resilience on site via auto-failover onto fibre broadband, and resilience in the cloud to make urgent diverts in the rare event of connectivity loss or an 0act of nature forcing workers away from the main office.

Mobile, desktop, tablet, desk phone. Variety of options for users to take calls on depending on what suits them best.

Full visibility of remote workers’ calls and access to their call recordings. Also they can still be part of the correct call groups regardless of where they are in the world.

The ability to log in to any phone at any desk in the office. Particularly helpful with businesses moving to a hybrid working pattern since the pandemic.

Get detailed reports to monitor both inbound and outbound activity, by user, by group, by number and the business as a whole.

Get historical and live call statistics, these can be gamified through the use of wallboards to improve employee performance and customer experience.

Your router will arrive ready to go!

All you need to do is plug your router into a power source, then one end of the Ethernet cable into an Ethernet port in your wall and the other into the Internet, Uplink, WAN or WLAN port on your router.

Allow for roughly 30 seconds to a minute for the connection to be made.

To connect to your router via a wireless connection, on the device you would like to connect, go to your WIFI Settings and search for the router.

The name of your router will be on the back of your router under Network. Your device will then ask you to enter wireless key or password. This is also on the back of your router.

Your SSID and wireless key will either be on the back or side of your router. You may also have another copy with your setting up documents or starter pack.

The busiest times for business broadband users are usually Monday to Friday in the afternoon between 12:00 and 14:00.

If you are outside of these times and your broadband is running abnormally slow, do the following:

• Check everything is plugged in properly
• Check to see if your device needs any updates either on the software or the browser
• Use a speed tester to check your area.
• Scan for viruses
If your problem persists, please contact your dedicated Account Manager.

If you have lost your broadband connection, then please do the following:

• Turn your router off for 30 seconds and then back on again
• Check your router and cables are connected properly
• Check the services in your area to see if there are any works going on or a major fault

If your problem persists, please contact your dedicated Account Manager.

Fleet management is the management of:

• Commercial motor vehicles such as cars, vans, trucks, specialist vehicles (such as mobile construction machinery), forklifts, and trailers
• Private vehicles used for work purposes (the ‘grey fleet’)
• Aviation machinery such as aircraft (planes and helicopters)
• Ships
• Rail cars
• Non-powered assets such as generators, tanks, gear boxes, dumpsters, shipping containers, trailers, excavators, and other equipment that can’t run on its own power.

A grey fleet consists of vehicles that do not belong to and are not leased by the company, but they are used for business travel. It can contain:

Vehicles privately owned by staff

Vehicles on novated leases (where the company leases it on your behalf and pays for it on pre-tax salary deductions)

Vehicles privately rented or borrowed.

A vehicle tracking system combines the use of automatic vehicle location in individual vehicles with software that collects fleet data for a comprehensive picture of vehicle locations. Modern vehicle tracking systems commonly use GPS (global positioning service) or GLONASS (global navigation satellite system) technology for locating the vehicle, but other types can also be used. Vehicle information can be viewed on electronic maps via the Internet or specialised software.

Telematics is a broad term which encompasses vehicular technologies amongst other things. It can refer to vehicle tracking, trailer tracking, container tracking and fleet management.

An asset is any resource owned or controlled by a business or an economic entity. It is anything (tangible or intangible) that can be used to produce positive economic value.

Route optimisation is the process of determining the most cost-efficient route. It’s more complex than simply finding the shortest path between two points. It needs to include all relevant factors, such as the number and location of all the required stops on the route, as well as time windows for deliveries and the resources available, which take the form of vehicle and driver numbers.

Vehicle diagnostics is the process of electronically testing and measuring the performance of your vehicle.

On-board diagnostics (OBD) is an automotive term referring to a vehicle’s self-diagnostic and reporting capability. OBD systems give the vehicle owner or repair technician access to the status of the various vehicle sub-systems.

Driver behaviour refers to identifying instances of speeding, harsh braking, engine idling, over-cornering and spotting patterns in order to reduce these instances.

A Controller Area Network (CAN bus) is a robust vehicle bus (not ‘bus’ the vehicle but ‘bus’ the communications network) standard designed to allow microcontrollers and devices to communicate with each other’s applications without a host computer.

Power take-off (PTO) is a device that transfers an engine’s mechanical power to another piece of equipment. A PTO allows the hosting energy source to transmit power to additional equipment that does not have its own engine or motor.

This refers to the ingress protection rating of a device. IP69K is the highest rating possible. The number 6 refers to Dust Tight; complete protection from dust and contact. The 9K refers to protection from close-range pressure and high temperatures. So anything labelled as IP69K rated is dustproof and waterproof to a high standard.

An asset that doesn’t have its own source of power generation (typically an engine with an alternator) is generally referred to as a non-powered asset. Examples of non-powered assets include trailers, commercial generators, shipping containers, water tanks and mobile traffic signs.

The Fleet Operator Recognition Scheme (FORS) is a voluntary accreditation scheme for fleet operators which aims to raise the level of quality within fleet operations, and to demonstrate which operators are achieving exemplary levels of best practice in safety, efficiency, and environmental protection.

Direct Vision Standard (DVS) is a measure of how much a driver can see directly through their Heavy Goods Vehicle (HGV) or Large Goods Vehicle (LGV) cab windows. It indicates the level of risk to vulnerable road users, such as people walking and cycling near the vehicle.