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Frequently Asked Questions

 

1. Who is eligible for this offer?

  • If you are a sole trader, self-employed, part time/fulltime, or perhaps even in your spare time you qualify! 
  • Friends and family can also benefit by visiting our consumer page www.purpledirect.co.uk

2. What types of plans are available?

  • SIM-only plans: Discounted monthly rates with generous data, minutes, and texts.
  • Handset + SIM bundles: Competitive pricing on popular devices, paired with discounted airtime plans.

3. What’s the contract length?

  • Most plans are based on a 36-month contract with early upgrade available on selected offers. We have 12 & 24 month contract lengths available.

4. Which network is this offer through?

  • Offers are provided across all 4 UK networks, ensuring strong coverage and reliable service across the UK.

5. Can I keep my current number?

  • Yes — number porting is available. You’ll need your PAC code from your current provider which can be obtained by texting the word PAC to 65075

7. Are there any upfront costs?

  • None of our published offers will require an initial payment.
  • SIM-only plans also have no upfront cost.

8. What happens if I leave the company?

  • You can usually retain the plan, but discounts on re-sign when the time comes may no longer apply.
  • Alternatively, you may be offered a standard consumer plan.

9. Is there a limit to how many plans I can request?

  • No – no limit at all.

10. Who can I contact with questions?

  • Reach out to Customer Services on 0330 043 2006  or email support@chadwelltelecom.co.uk for help with applications, billing, or technical queries.

11. I haven’t received my SIM card — what should I do?

  • First, check your order confirmation email for estimated delivery timelines.
  • If the expected delivery date has passed, contact support@chadwelltelecom.co.uk for with your order reference.

12. How long does delivery usually take?

  • SIM cards are typically dispatched within 1–3 working days of order confirmation.
  • Delivery may take longer during peak periods or due to stock availability.

13. Can I track my delivery?

  • Yes — once dispatched, you’ll receive a tracking link via email or SMS.
  • If you haven’t received tracking details, reach out to support@chadwelltelecom.co.uk

14. What if my SIM card is lost or stolen in transit?

  • Report the issue to support@chadwelltelecom.co.uk immediately.
  • A replacement SIM can be issued, and the original will be deactivated to prevent misuse.

15. Will I be charged for a replacement SIM?

  • no — replacements for undelivered or faulty SIMs are provided free of charge.
  • Charges may apply if repeated replacements are requested or if misuse is suspected.

16. What are the key elements of mobile network coverage?

Mobile network coverage identifies the geographic area where mobile devices can connect to a network for voice and data services. Key elements include the geographic area served by cell towers, signal strength, the density and arrangement of cell towers/base stations, differences in coverage between rural and urban areas, the generation of mobile technology used (2G, 3G, 4G, 5G), roaming agreements for coverage outside the home country, and “dead zones” where coverage is poor or absent due to physical obstacles.

17. Why is mobile phone network coverage worse in rural areas in the UK?

Rural areas in the UK often have poorer network coverage due to challenges like fewer mobile phone masts spread over larger distances, making signal strength weaker. Terrain features can also block signals. Economic considerations mean network providers may find investments in rural areas less attractive due to lower returns on investment.

18. How do I activate a new SIM card?

To activate a new SIM card, insert it into your phone, turn on the device, and wait for confirmation. You may receive an SMS with details. Restarting your phone can help set up services. Activation may require confirmation via a code, app, or online account. For eSIMs, a QR code is typically used to download and install the profile.

19. How do I switch mobile networks and keep the same number?

Switching networks while keeping your number involves requesting a Porting Authorisation Code (PAC) from your current provider by texting “PAC” to 65075 or using other methods. Provide this code to your new provider when you sign up. The new network will handle the number transfer and cancel your old service, usually within one working day. Finally, activate your new SIM card.

20. What factors can affect signal strength?

Factors affecting signal strength include location (distance from towers, indoors, underground), building materials, distance from telephone masts, weather conditions, infrastructure density (urban vs. rural), network congestion, device issues (SIM card, settings, software, battery), and physical obstructions like trees or buildings.

21. How can I troubleshoot mobile network issues?

To troubleshoot network issues, check your network status for outages, restart your device, and ensure your SIM card is inserted correctly. Verify network settings like network mode and APN settings. Moving to a different location may improve signal. Toggling airplane mode can reset the connection. Check for software updates and data allowance. A network settings reset is a last resort. If issues persist, contact your provider.

22. What’s the difference between a SIM-only deal and a traditional phone contract?

A SIM-only deal provides a monthly allowance of calls, texts, and data without a new handset. You use your existing phone and simply insert the new SIM card into it. This is a more cost-effective way to stay connected if you are happy with your current phone. Traditional phone contracts include a handset and a monthly tariff that pays off the cost of the phone over time.

23. Can you switch SIM card providers and keep your current phone number?

Yes, you can keep your current number when switching providers. To do this, you’ll need a Porting Authorisation Code (PAC) from your existing provider. You can request this by texting ‘PAC’ to 65075, through your online account, or by contacting your current provider’s customer service. Give the PAC to your new provider, and they will arrange the transfer of your number. The switch usually takes one working day.

24. What if you want a new number when you switch?

If you prefer a new number, you can request a Service Termination Authorisation Code (STAC) from your current provider by texting STAC to 75075. This code ends your contract and frees you to start with a new number on your chosen new network.

25. How long does a SIM card stay active? Do they expire?

Most providers have a time limit for activating a new SIM card. This can vary from 90 to 180 days. If you try to activate a SIM after that period, you may not be able to use it.

26. Can you use a mobile SIM in a tablet or vice-versa?

Most sims can be used in most mobile phones and tablets, however, some networks provide specific sims for mobiles and tablets, so always best to check compatability and approvals. Generally, the same SIM card size is used for both phones and tablets. However, some tablets may require specific SIM card sizes, so check the device’s specifications before purchasing a SIM. Some SIM cards, like Three’s Data SIM, are specifically for data use and cannot be used for calls or texts.

27. What should you do if your SIM card is not working?

If your SIM card stops working, first try restarting your device. You can also try removing and reinserting the SIM card to ensure it’s placed correctly. If those don’t work, consider cleaning the metal contacts on the SIM card with a soft, dry cloth, checking network settings, or resetting network settings. If the problem continues, try inserting the SIM into another phone to determine if the issue lies with the SIM or your phone. If the problem is with the SIM, you may need a replacement from your provider. If it’s your phone, you might need to contact the manufacturer or a repair technician.

28. What’s the difference between Standard, Micro, Nano, and eSIM cards?

SIM cards come in various sizes. The standard SIM is the oldest and largest, used mainly in phones predating 2010, like the Samsung Galaxy II. The micro SIM is a smaller version, introduced in 2003, and was used in phones like the iPhone 4. The nano SIM is the smallest and most common size, used in most smartphones from 2015 onwards, like the iPhone 15 Pro. Some providers offer a combi SIM, which includes all three sizes, allowing you to pop out the size you need for your device. eSIMs are the newest type of SIM technology, where the SIM is embedded into the phone’s hardware rather than being a physical card. They offer benefits like easier switching between networks and the potential for storing multiple numbers on a single eSIM. While most modern phones support nano SIMs and some support eSIMs alongside them, it’s still possible to find phones that require micro SIMs or even standard SIMs.

29. Can you activate a SIM card abroad?

Some providers allow international SIM card activation, while others may require activation in your home country before use abroad. It’s crucial to check with your provider for specific instructions before traveling internationally.