FAQs

General

How do I back up my mobile phone?

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.

What is the IMEI number of my device?

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.

Sim Swaps

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.

Damaged, lost or stolen phones

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.

Freezing, glitching, crashing

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.

Update your software

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

Not receiving bills?

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

Using your O2 account

How do I find my number?

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

How do I activate my sim?

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.

How do I set up my voicemail?

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 Roaming

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.

Using my voicemail abroad

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.

Then add at the end: ‘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.

My O2 mobile broadband isn’t working

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.

I am struggling with my O2 Business Account

How can I divert calls to another number?

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

How do I set up Wi-Fi calling?

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

Using your Vodafone account

What’s my number?

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

How do I activate my sim?

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.

How do I set up my voicemail?

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

My Vodafone mobile broadband isn’t working?

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.

Data Roaming with Vodafone

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.

How do I use my voicemail abroad?

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.

How do I divert calls?

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.

How do I set up my Vodafone Sure Signal?

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.

Struggling with my Vodafone Business account

Click to visit the Business Help & Support page here.

Using your EE account

What’s my number?

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).

How do I activate my SIM?

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.

My EE mobile broadband isn’t working

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.

How do I set up my voicemail?

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.

EE Roaming

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 abroad with EE

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.

How can I divert calls to another number?

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.

Struggling with my EE business account

How do I set up an EE booster?

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

What is 5G?

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

What is a Private Network and how is that different to 5G?

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’.

What are the benefits of 5G today?

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.

What are the future benefits of 5G?

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.

How fast is 5G and is it more secure than 4G?

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.

Is 5G a greener technology than 4G?

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.

Will 5G affect my health?

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

Where is 5G available?

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
http://www.three.co.uk/Discover/Network/Coverage

Flubot Text Scams

How to tell if I have been targeted with a text scam?

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/

How do I keep my device from being infected by a text 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/

What do I do if I have been affected by a text 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/

General

How do I arrange a new installation?

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.

How do I know when my services are live?

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.

How do I make outbound calls?

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.

How do I change my number?

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.

How do I add or amend contacts in the common phone list?

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

How can I access a full list of call rate outside of any call packages?

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

How do I set up a call divert?

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.

How do I remove a divert?

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

How do I set up my voicemail?

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

How can I reset my voicemail PIN?

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.

What do I need to do to set up a new user?

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

How do I reassign a user extension?

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

My services are down, who do I contact?

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.

Billing and usage

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.

General

How do I set up my router?

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.

How do I connect to my wireless router?

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.

Where are my SSID and wireless key?

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.

How can I make my broadband faster?

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.

How can I fix a lost broadband connection?

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.