Question marks

    Need help?

    When a problem occurs online or on a smart-device, you need to know where to go.

    Here you will find out what to do if you have a problem with purchases on your phone bill and information on organisations that can help with other issues.

  • Phone

    How much will my call cost?

    Your phone network will tell you how much calls to certain numbers will cost to make from your phone.

    You may see “mobile networks may vary” or “plus network extras” in relation to phone-paid services numbers (beginning 070, 118, 0870, 0871, 0872, 0873 and 09 numbers).

    The cost of making calls is different for different phone providers. So it’s always best to check with your phone network.

  • Bill

    Large charges on your phone you don’t recognise?

    Found a charge on your phone bill and don’t recognise where it comes from?

    Think your phone credit is being charged and you don’t know why?

    Speak to your phone network and find out the number that is charging you. If it’s a phone-paid services number then check who the number belongs to using the Phone-paid Services Authority’s online Number Checker.

    If you’re still not sure, or you need to make a complaint, you or a parent or guardian can contact us.

  • Being charged for texts

    Being charged for receiving text messages?

    If you are being charged money for receiving text messages on your phone and this is not something you wish to pay for:

    • Keep the message for evidence
    • Reply to the message just with the words “STOP” or “STOP ALL”
    • Don’t reply to the message with anything else

    If that doesn’t stop the charges, contact us.

  • Unwanted phone calls

    Receiving calls you don’t want?

    To avoid calls from companies promoting their services, you can register your number with the Telephone Preference Service which opts you out of marketing calls, unless you have given the caller permission to call you.

    For more information on nuisance calls and your rights, visit the Information Commissioner’s Office (ICO)

  • SPAM texts

    SPAM text messages

    Are you being charged for receiving these?

    If not, it may be the case that you have entered your mobile number on a website or agreed at some point to be contacted for marketing purposes – this may be why you are receiving the messages. If this happens:

    • Keep the message for evidence
    • Reply to the message just with the words “STOP” or “STOP ALL”
    • Don’t reply to the message with anything else

    If you are sure you did not give out your number, or you need more advice, visit the ICO’s website for more information on what you can do.

  • Apps that cost money

    Apps that cost you money

    If an app is making charges to your phone bill or credit and you need to complain, contact us.

    If you have a problem with an app – for example if you are the victim of a scam or an app contains illegal or inappropriate content – follow the links below:

  • Bullying

    Being bullied, threatened or getting upsetting calls?

    If you are receiving upsetting or threatening calls, make sure you tell a parent/guardian, teacher or friend.

    Speak to your phone network to see if they can bar the number.

    If you need someone to talk to, contact Childline on 0800 11 11.

    Childnet International offer advice for young people on using the internet respectfully and responsibly. Find advice on cyberbullying, social networking, protecting your online reputation, webcams and much more.

  • Virus

    Think you’ve got a virus on your mobile or tablet?

    If you have noticed charges you don’t recognise from your phone credit or phone bill, and you think this might be related to a virus contact us.

    For handy tips and advice on protecting your phone, laptop, tablet or any other device from the latest virus threats visit Get Safe Online

    For advice on how you can watch out for viruses that may cost you money on your phone bill or credit, read our top tips.

  • Stolen phone

    Help! My phone has been stolen

    If your phone has been stolen or you believe it has, visit the National Mobile Phone Crime Unit for details on how you can report this to the police.

    For tips on what to do to avoid your phone being stolen, visit the National Mobile Phone Crime Unit for advice. It contains details of how to register your device on the Immobilise website.

  • Personal information/privacy

    Personal information/privacy

    You can find a lot of useful information on advice about your privacy and information by visiting the ICO’s website.

    Childnet International also offers advice for young people on using the internet respectfully and responsibly including managing your information and data online.

  • Inappropriate Content

    Inappropriate, adult or illegal content

    If you find or you are sent any content or media that you believe is illegal, visit the Internet Watch Foundation for more advice.

  • Profile

    Worried about someone that’s speaking to you online?

    If you’re worried about someone that is speaking to you online or you want information about staying safe, visit ThinkUKnow

  • What does your phone cost?

    Most things in life cost something. So while the web is mostly free, many websites make money from signing you up to products, services and digital goods.