Frequently Asked Questions (FAQs)

 

Contacting IQ Mobile

Calling
You can call our UK based call centre free on either 500 from you SIM card or 01158 525 343 from any other line (charges from landlines and other mobile networks may vary)

Live Chat
During our opening hours, you can chat to us by typing a message in the 'chat with us' box in the bottom right hand corner

Email
You can email us on info@helloiq.co.uk

Leaving IQ Mobile a message
You can leave us message on live chat, or by filling out the contact us form here https://www.helloiq.co.uk/contact

Opening Hours
We are open Monday - Friday 9am - 7pm and 10am - 3.30pm on Saturdays
 

Porting

What is Porting?
Porting is the term used when a number is being transferred from one service provider to another

Can I keep my current mobile number and transfer it to IQ Mobile?
Yes. To transfer your number please call our customer service team

What Do I need to transfer my number?
You will need to get your PAC (porting authorisation code) from your previous service provider. It will consist of 3 capital letters, followed by 6 numbers
 
If I transfer my number to IQ Mobile, will it still be active on my original Network?
Once the number transfer has been completed your service with your previous provider should automatically be cancelled (please confirm this with your previous network provider)
 
Will I be charged to transfer my number to IQ Mobile?
Typically, we won't charge you to transfer your number over to IQ Mobile, but please check with your previous network provider about any cancellation fees or outstanding balances that you may need to pay

How long will it be before I receive my PAC code?
You'll need to check this with your existing provider

How long will it take for my number to move to IQ Mobile? 
It usually completes the following working day, however, it can take up to 5 working days
 
How long is my PAC code valid for?
All PAC codes are valid for 30 days from the date of issue. If your PAC code has expired, you'll need to request a new one from your previous provider


Billing

Where can I view my bill?
You can view your bill by logging into the ‘My Account’ section on the IQ Mobile website

Can I print my bill? 
Yes, from the My Account section
 
How can I get paper billing?
IQ Mobile do not offer paper billing; however, you are able to print your bill (past or present) from the ‘My Account’ section on the IQ Mobile website

I don't undertsand my bill, what should I do?
Please call our customer service team or contact us on live chat
 
How can I pay my bill?
We accept one-off card payments, recurring card payments, PayPal or Direct Debit.
To make a one-off card payment please log in to the ‘My Account’ section of the website or call our customer services team 

Please note that card payments need to be done at least 6 working days before your Direct Debit payment is due – just to make sure the Direct Debit doesn’t collect as well

Can I set a ‘credit limit’ on my account?
We have a standard credit limit on all accounts to prevent bill shock.  You can request a change of credit limit.  For more information, please call out customer service team

Can I change my payment date?
Not at the moment, but we're working on adding this option

How can I check my monthly usage?
You can easily check your monthly usage by logging into the ‘My Account’ section on the IQ Mobile Website. Alternatively, you can call our customer service team or contact us on live chat
 
Will I get charges for calling my Voicemail?
Voicemail is included in your allowance, however. If you do run out of minutes, then you will be charges at the standard network rate.
 
Please note - you'll also incur charges if you're roaming in a destination not covered by your plan/bundle.
 
When do my allowances refresh?
Your allowances will refresh after one calendar month - it all depends on the date your contract started. For example - if you have a connection date of the 5th, your allowances will run until the 4th of the following month, and refresh on the 5th.
If you have added additional numbers to your account, they will all have the same refresh and billing date. To find out more please call our customer service team or contact us on live chat
 
Can I change which date my allowances refresh each month?
Unfortunately, we're unable to change the allowance refresh date
 
What charges should I expect to pay at the beginning of my contract?
We'll take your first payment the day you join, this is your first month's line rental in advance, you're next bill will be produced the following month

What charges should I expect to pay at the end of my contract?
At the end of your contract you'll be expected to pay your standard monthly price plan amount, and any additional charges you've incurred outside of your allowances

How much is the cancellation fee if I cancel my contract early?
If you want to end your plan early, then you'll need to pay an early termination fee. You can find out how much this will be by calling our customer service team
 
What are the charges for calls, texts, MMS and data outside of my monthly allowance?
Please check the out of bundle charges here https://www.helloiq.co.uk/Charges
 
Plan Change
I want to change my monthly plan cost and allowances. Can I do this?
You can easily change your plan to one that suits you better - without extending the length of your original contract. Please contact customers services to arrange this


Using the Network Services

What calls are included within my monthly allowance of minutes?
Calls to standard UK mobiles, UK landlines and your VM are included within your allowance. 0800 and 0808 numbers are free to call. If you are visiting a country in the EU or EEA, you can use your phone like at home

Why can’t I access a premium rate service?
IQ Mobile customer’s do not have access to any premium rate services, this is just so you won’t receive any nasty bills due to this
 
What is an Access Charge service?

An access charge services allow you to purchase a service or product from another company (not IQ Mobile), and then add the charge to your monthly IQ Mobile bill
The most common examples are numbers starting with 118 or 09, which might include:
  1. Calls to chat lines or TV competitions and reality shows
  2. Premium text messages for TV competitions (these usually say something like ‘text WIN' to a certain number)
  3. Purchasing apps and making e-money transactions
How can I check my voicemail messages?
To check your voicemail messages, you can dial 555 from your IQ Mobile SIM
 
How can I record a personal voicemail greeting?
To record a personal greeting, please dial 555 from your IQ Mobile SIM and then follow the prompts from the automated menu
 
How can I save my voicemail messages?
Once you've listened to your message you'll be prompted to either repeat, delete or save it. Simply select the appropriate button on your device's keypad
 
Can I turn off my voicemail? 
Yes, you can do this by calling customer services or contacting us on live chat. If you turn your voicemail off, nobody will be able to leave you a voicemail. If someone calls you, your phone will keep ringing until you pick it up or the call ends. It can take up to 24 hours from requesting it with customer services for the voicemail to be switched off
 
What is SMS?
SMS (Short Messaging Service) is more commonly referred to as “Text Messaging”. It lets you send a written message from one device to another

What is MMS?
MMS (Multimedia Messaging Service) lets you send things like pictures, video’s and sound attachments from one device to another. MMS is charged at a different rate to SMS and is not included in your monthly allowances
 
What if the recipient can't receive MMS messages?
If the person you're sending your MMS to has a device that doesn't support MMS functionality, their network provider will usually store the message and allow them to access the message using a web browser. If this happens, the customer will be alerted by a message containing a link and instructions on how to view their message

If the recipient's device supports the MMS feature - but they don't get your MMS - they'll need to raise this with their service provider
 
Why do I get charged for sending an MMS when the message was sent as a SMS?
Sometimes you might be charged for sending Multimedia Service messages (MMS) when you intended to send a text message (SMS). This is because in some circumstances - for example when you've included pictures, emoticons, smileys, or other media content - the message is converted into an MMS message and these are not included in in any free text allowance you have

Other reasons why an SMS may be converted into an MMS include:
  • One or more of the recipient's email addresses have been entered in the recipient's field
  • The message is too long
  • The message has a subject line (an indication you have select MMS manually)

How do I enable data on my phone?
All our plans come with the data service enabled; you just need a device capable of using data, and to make sure you're in an area which has data coverage. If you're unable to use the service, check the 'Service Issue' section
 
How can I check my data allowance?
The easiest way is to use the ‘My Account’ section on the IQ Mobile website, or you can call our customer service team/ contact us on live chat

What is the difference between Wi-Fi and Mobile Data?
Wi-Fi is a connection method used by phones and tablets to access the internet without having to use mobile data. Most devices now come Wi-Fi ready. Wi-Fi is usually found at home or in the workplace, and some public places offer it for free, such as libraries and coffee shops

Mobile Data is when your device uses phone masts to transfer data between the device and the network. This service is handy when you're on the move, as it lets you surf the internet, send emails and stay connected
 
How can I use Wi-Fi only?
You'll need turn mobile data off. Please check your devices operating manual for instructions on how to do this. Once mobile data is switched off, select a working Wi-Fi connection

Can I tether using my IQ Sim?
Yes!

Can i use my IQ Sim in tablets, laptops and mifi?
Yes! All IQ Sims are tri-sims will 

Can I add more data if I run out?
Not at the moment, however, this should be available in the very near future. Please check back for updates
 
How do I stop unwanted sales or marketing calls?
You can stop most unwanted sales or marketing calls by registering with the TPS (Telephone Preference Service). It's a completely free service, designed to stop anyone getting unwanted calls from businesses or other organisations
 
Can I withhold my number when I make a call?
Yes, you can withhold your number when making a call from your IQ Mobile SIM by simply typing 141 before you make your call

How do I add additional features to my account?
You can switch features on and off by calling customer services

Examples of additional features are:
  • Adult content
  • International and roaming access

Will I be able to use my phone abroad?
To use your phone abroad you'll need to make sure that roaming been enabled on your account. To enable roaming on your account, simply call customer services

Please note: If you wish to add international and/ or roaming access to your account, you may be required to make an upfront payment depending on where you are going. This is to protect you from bill shock.
 
What is data roaming?
Data roaming is using the internet on your phone when you're abroad, whether you're browsing the web or sending an email
 
I don't want to use Data abroad, how do I disable data?
If you don't want to use data abroad we recommend switching off data roaming on your device. This will stop the you from accessing the international data network. Please check the operating manual for the device you are using to activate/deactivate this feature

How can I use internet abroad without using my mobile data?
You can use Wi-Fi when you are in range of a suitable Wi-Fi connection. Hotels and resorts often allow free access to guests, and Wi-Fi is often available in libraries, coffee shops and other public places

We always advise customers who connect to Wi-Fi either at home or abroad to ensure that their mobile data is switched off, so that all data traffic goes via Wi-Fi only
 
What is inclusive EU roaming?
All IQ Mobile plans come with inclusive EU roaming. This lets you roam like you're at home in many destinations. Any minutes, texts and data you use come out of your monthly allowances. Please check here https://www.helloiq.co.uk/Charges for more information
 

Service Issues

My internet isn’t working, what do I do?
First things first, try restarting the handset. If that doesn’t work, it may mean that the Access Point Name (APN) settings are not configured correctly. The correct settings for IQ are:
Name - Internet
APN - everywhere
Proxy / port - Not set
Username - eesecure
Password - secure
MMSC - Not set
MMS Proxy - Not set
MCC - 234
MNC - 33
 
Once you have saved the above settings, restart your handset and try to access the internet again. If this again does not work, try inserting your SIM into an alternative handset to rule out an issue with the SIM (this is called a SIM cross check), and then insert a different SIM into your handset to rule out an issue with the handset (handset cross check)

If the handset is functioning correctly and you have no data access on SIM, please call our customer service team so we can raise a service escalation with the brainy technical people.  We’ll get it fixed for you as soon as we can

I cannot send or receive Multi Media Messages (MMS), what do I do?
If you are unable to receive Multi Media Messages (MMS), the first thing you should do is restart your handset. If this does not work, it may mean that your MMS Access Point Name (APN) settings are not configured correctly. The correct settings are:
Name - MMS
APN - eezone
Proxy / port - Not set
Username - eesecure
Password - secure
MMSC - http://mms/
MMS Proxy - 149.254.201.135
MMS Port - 8080
MCC - 234
MNC - 33
APN Type - mms
 
Once you have saved the above settings, again restart your handset and try to send the MMS again. If this again does not work, try inserting your SIM into an alternative handset to rule out an issue with the SIM (this is called a SIM cross check), and then insert a different SIM into your handset to rule out an issue with the handset (handset cross check).

If the handset is functioning correctly and you still are unable to send/ receive MMS, please call our customer service team so we can raise a service escalation with the brainy technical people.  We’ll get it fixed for you as soon as we can


Coverage

What is 3G?
3G is third generation of mobile networks. It was launched back in 2003 and gave us much quicker data transfer speeds than 2G. With 3G, UK mobile owners can do things like browsing the web and playing online games

What is 4G?
4G is the fourth generation of mobile networks, and it gives UK mobile owners superfast internet access (around 5 times faster than 3G). With 4G you can make clearer calls, and stream without any buffering, and quickly download apps and other content
 
How can I check for mobile coverage?
You can use our coverage checker to see what the signal is like in your area

How can I improve my Mobile Signal?
First of all, use our coverage checker to see if your area is covered - especially if you're having trouble getting a steady signal. The coverage checker will give a good idea of the level of service you can expect in a particular area

Next, there are a few steps you can follow to try to boost your signal:
  1. Try to move location. If the fault is indoors, sometimes switching rooms can help
  2. Turn your phone off for 10 seconds and restart the device
  3. Try your SIM card in another device (please note the device will need to be unlocked to the IQ Mobile network)
If all the above fails, you can let us know you're experiencing coverage issues by logging a coverage fault by calling our customer service team. We'll investigate the cause of the fault and try to get you up and running as soon as possible.

Please note: We are unable to guarantee service indoors in a property due to varying factors in each architectural build

How can I get 4G on my phone?
All of our plans come with superfast 4G included. To make full use of the 4G service you'll need the following:
  • A device which has 4G capability
  • To be in an area with 4G coverage


My Account

What is my ‘My Account’
It's your online account that puts you in control with more choice and more flexibility

How do I access ‘My Account’?
By clicking here. Your username is your account reference and then follow the simple instructions to set up your password. You can also follow the link on your welcome email
 
I’ve forgotten my password for ‘My Account’. How can I access it?
Go the ‘My Account’ sections and select ‘forgot password’. Follow the instructions and a password reset email will be sent to you

What can I do in the ‘IQ Mobile Account' area?
You can:
  • See your bills for the past 12 months
  • Monitor your usage
  • Pay your bills
  • Get the latest offers and much more
How do I log out?
Head to 'My Account‘ and click ‘logout’ in the top right-hand corner

How do I change my personal details?
To change your personal details, please call our customer service team 
 

Miscellaneous

Which SIM size do I need?
We've taken the hassle out of having to order a specific SIM card size based on your device. So when you order your IQ Mobile SIM card, you'll get a one size fits all SIM card that snaps into the required size

I've lost my SIM. What should I do?
If your SIM card is lost, broken or stolen, you need to contact us as soon as possible and ask us to place a bar on your account. This stops any unauthorised usage. You may be liable for any usage that happens on your SIM before you contact us

Delivery information
All SIMS are sent via 1st class post. If you have not received your new SIM, or you need to activate it, please call out customer service team or contact us on live chat
 
How can I place an Order?
You can order with us safely and securely online at www.helloiq.co.uk, or by calling our customer service team 

Can I cancel or change my order before it's delivered?
You might be able to cancel or change your order if it hasn't been sent out yet, please call our customer service team ASAP 

Will I be required to pay an order cancellation fee?
If you return your order unused within your cooling off period there are no cancellation charges. Any orders returned outside this period will be charged a cancellation fee as per the terms and conditions of your contract. You'll need to pay for line rental and any usage up to the point of cancellation
 
Is my order likely to be rejected due to poor credit rating?
No, IQ Mobile do not perform credit searches to start a new price plan