Phone Support

To network unlock your phone means that you want to use a SIM card from another network in your phone. How do I request my code? You can request an unlock code by filling in the request form here What is the criteria to get an unlock code? If you're a Prepay customer and want to network unlock your phone, you�ll need to have registered the device and topped up by at least �150 after the device was registered.� How long will it take to get my unlock code? This can vary from 2 days to 21 days depending on the phone manufacturer. How do I put my unlock code into my phone?� Every phone is different when it comes to unlocking so you'll need the specific instructions for your model phone. You can find the instructions you need by picking your make of phone from one of the links below.� Please be aware that some phones can become permanently locked if the code is put into the phone incorrectly too many times. If this happens the phone must be manually unlocked.

Where can I get my PUK code?

• A PUK, Personal Unblocking Key, is used to unblock your Sim card if you have entered your PIN number incorrectly more than 3 times
• You can retrieve your PUK codes my logging in to My Tesco Mobile and selecting PUK Details from the Main Menu
• Where can I get my PIN code?
• If you just got a new SIM card your PIN will be included in your SIM pack.
• If you have forgotten your PIN number just let us know and we will help.
• If you changed your PIN since you got your SIM we will not be able to tell you what it is. We only keep your original PIN.

If your Phone Doesnt Work

The first thing you should do is call us on 089 420 0000 or 1749 from your Tesco Mobile from a Tesco Mobile phone (calls cost 20c regardless of duration) or on 089 420 0000 from another phone (costs from other providers will vary). We can talk through the problem with you and try to resolve it for you. If we can't find a solution, there are a few different options depending on when you bought your phone from us.

Returns and Exchanges:

If your phone becomes faulty within the first 28 days of purchase, then you are entitled to a fully boxed replacement phone, or a refund - whichever you prefer. Online purchase: If you bought your phone online, please call us on 089 420 0000 or 1749 from your Tesco Mobile. Store purchase: If you bought your phone in a Tesco store, then you can return it at the Customer Service Desk in store. Please have your receipt with you as proof of purchase and ensure that all elements of the phone are included with the packaging i.e. charger, SIM card, battery, Welcome Guide and phone handbook.

Repairs:

If you bought your phone more than 28 days ago, but less than 1 year ago. If your phone becomes faulty after 28 days but is less than 1 year old, then it is probably within the manufacturers warranty period applicable to the phone (usually 1 year). Please call us on 089 420 0000 or 1749 from your Tesco Mobile and we can arrange for your phone to be sent to our repair centre partners, 'The Mobile Phone Repair Company', who will be able to repair your phone for you. Please be aware that your warranty will not cover customer misuse or moisture damage.

If you prefer, you can also call into 'The Mobile Phone Repair Company' directly and they will be able to repair your phone for you. Their address is 1 Sandyford Park, Sandyford Industrial Estate, Dublin 18. Alternatively, some handset manufacturers, such as Nokia, have their own repair centres, which you can call directly. You can find details of their repair centres on their website.

If your phone is more than a year old. If your phone is more than one year old, then it is most likely out of warranty. Please call us on 089 420 0000 or 1749 from your Tesco Mobile and we can arrange for your phone to be sent to our repair centre partners, 'The Mobile Phone Repair Company', who will be able to repair your phone for you.

There will be a repair charge of �60, �80 or �100 for repairing your phone. A member of the repair team will call you with an estimate for repairing your phone before the repair work begins. If you are happy to proceed, payment will be taken from you over the phone by credit/debit card. If you decide not to proceed but would like your handset returned, there will be a �10 admin fee. If you prefer, you can also call into 'The Mobile Phone Repair Company' directly and they will be able to repair your phone for you. Their address is 1 Sandyford Park, Sandyford Industrial Estate, Dublin 18. Alternatively, some handset manufacturers, such as Nokia, have their own repair centres, which you can call directly. You can find details of their repair centres on their website.

How much will it cost to repair your phone?

If your phone is under manufacturer warranty, the repair service is free. Please be aware that warranty will not cover customer misuse or moisture damage. If your phone is no longer under warranty, a member of the repair team will call you with an estimate for repairing your phone. This will either be �60, �80 or �100 depending on the level of work that is required to repair your phone. There is a chance that your phone will be considered 'Beyond Economical Repair' and cannot be repaired by 'The Mobile Phone Repair Centre'. In this case, there will be a �10 fee for returning your handset to you.

How can you track the repair process?

You can track the progress of your handset through the repair process by logging onto 'The Mobile Phone Repair Centre' website - www.mprc.ie. Enter your IMEI number into the system and it will show you at what stage your handset is in the repair process. The IMEI number of all Tesco Mobile phones is printed on the phone's box. The IMEI number is also printed on the phone - you can see it when you take out the battery. Most phones will display the IMEI number if you type *#06# on the keypad.