FAQ
Ordering & Delivery
Q: How quickly will I receive my SIM or device?
A: Most orders are dispatched the same or next working day. Standard delivery is 1–3 working days. Express options are available—please check at checkout or contact us for urgent needs.
Q: What delivery options do you offer?
A: We offer standard and express courier options. Delivery times and costs are shown at checkout.
Q: How do I track my order?
A: Once your order ships, you’ll receive a tracking link by email. If you have any concerns, contact us at sales@omnicom.uk
Activation & Security
Q: How do I activate my SIM or eSIM?
A: All SIMs are shipped inactive for your security. Once you receive your SIM or eSIM, please contact us at activations@omnicom.uk or call 0161 507 7999 with your order details and SIM info to request activation.
We only activate after you’ve confirmed receipt and we’ve sent you any required contract information.
Q: What details do I need to provide for activation?
A: Please provide your name, order reference, SIM serial number (ICCID), your contact details, and (if applicable) your eSIM eID, MSISDN, and PAC code/number to be ported.
Q: Do I need to insert my SIM to activate it?
A: Most physical SIM cards need to be inserted into your device to complete activation. For eSIMs, activation usually happens when you scan the QR code or enter your details.
Q: What is an ICCID, MSISDN, or eID number?
A: ICCID is the long serial number printed on your SIM. MSISDN is your mobile phone number. eID is a unique identifier for eSIMs, found in your device settings.
Q: How does VoIP and SIMs keep my SIM secure?
A: SIMs are shipped inactive and only activated after you confirm receipt and provide your order details. This helps prevent fraud or misuse if a package is lost or stolen.
Number Porting
Q: What is a PAC code?
A: A PAC code is a unique code you get from your current mobile provider, used to transfer your phone number to another network.
Q: How do I get my PAC code?
A: Text “PAC” to 65075 from the number you want to move, or contact your current provider’s customer service.
Q: How long does number porting take?
A: Usually 1 working day after we receive your PAC and all details. We’ll confirm the date with you.
Q: Will my service be interrupted during porting?
A: There may be a short service interruption (usually less than an hour) on the port date.
Q: Can I port my landline or VoIP number?
A: In many cases, yes! Contact porting@omnicom.uk for guidance on porting non-mobile numbers.
Billing & Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards, Apple Pay, Google Pay, and bank transfer for business accounts.
Q: How do I view or download my invoices?
A: Invoices are emailed after purchase and can be re-sent by request from billing@omnicom.uk
Q: Who do I contact for billing questions?
A: Email billing@omnicom.uk or call 0161 507 7999
Q: Do you increase prices during the contract?
A: No CPI/RPI or hidden uplifts. Any change to rolling plan prices comes with at least 30 days’ notice, and you can cancel under the normal notice rule.
Optional itemised billing is available for £3 + VAT per month.
Support & Troubleshooting
Q: What should I do if my SIM or eSIM isn’t working?
A: First, restart your device. Check that your SIM is inserted correctly or your eSIM is active. For further help, contact support@omnicom.uk or call 0161 507 7999
Q: How do I contact support?
A: Email support@omnicom.uk or call 0161 507 7999 for technical help.
Q: What should I do if my SIM is lost or stolen?
A: Contact us immediately at support@omnicom.uk or call 0161 507 7999. We’ll block the lost SIM and arrange a replacement.
Q: How do I request a replacement SIM?
A: Email support@omnicom.uk with your details and reason for replacement. We’ll verify your identity for security and send a new SIM.
Contracts & Terms
Q: Is there a minimum contract term?
A: Most services are monthly rolling with no minimum term. When you give notice, the service ends at 23:59 on the last day of the following calendar month. (Example: notice on 5 March → ends 30 April.)
Q: Can I cancel at any time?
A: Yes. Email terminations@omnicom.uk. Your service will run until 23:59 on the last day of the following month, then stop. No early termination fees apply.
Q: Will I get a Contract Summary before I’m bound?
A: If your business has 10 or fewer employees, we’ll send you a Contract Summary and Pre‑Contract Information before activation so you can review key charges, terms and exit rules.
Q: Are there any hidden charges or annual increases?
A: No hidden charges. All costs and terms are clear before you order, and we do not add annual inflationary price rises to your contract.
Out‑of‑bundle, premium and international calls are blocked by default; we only enable them if you ask and accept the tariff.
Coverage & Networks
Q: Which networks do you use?
A: We offer SIMs for all the major UK networks—EE, O2, Three, and Vodafone. In addition, we provide MultiNet SIMs that can automatically connect to the best available signal across multiple UK networks. We also have specialist SIMs for the Channel Islands, Ireland, the EU, the US, and many other regions. If you need coverage in a specific country or region, or want a custom tariff, just contact us at sales@omnicom.uk or call 0161 507 7999 for expert advice and a full list of our coverage options.
Q: Do you offer multi-network (roaming) SIMs?
A: Yes, we do! Our MultiNet SIMs can roam across multiple UK networks for the best possible coverage—ideal for businesses in rural or variable-signal areas. We also offer regional MultiNet SIMs, including options for roaming between the UK and Channel Islands, UK and Ireland, or even UK, EU, and US networks. For specialist or international needs, we can provide custom tariffs for many countries—just get in touch and we’ll tailor a solution for you.
Q: Is 5G/4G available in my area?
A: Coverage depends on your location and device. Contact us or use our recommended coverage checker links below for details.
Mobile coverage and speeds vary by location, device and time of day; we rely on third‑party networks, so performance can’t be guaranteed.
Q: How do I check coverage?
A: To find out which network offers the best signal at your location, we recommend starting with the official Ofcom Mobile Coverage Checker:
🔗 https://www.ofcom.org.uk/mobile-coverage-checker
If you’re interested in broadband coverage, Ofcom also provides a checker here:
🔗 https://checker.ofcom.org.uk/en-gb/broadband-coverage
For more in-depth 4G and 5G coverage analysis, check the individual network coverage checkers for your area:
- EE: https://ee.co.uk/help/mobile-coverage-checker
- O2: https://www.o2.co.uk/coveragechecker
- Three: https://www.three.co.uk/support/network-and-coverage/coverage
- Vodafone: https://www.vodafone.co.uk/network/status-checker
Enter your business address or postcode to get the most accurate results.
If you need personalised advice or want help choosing the right SIM or network for your needs, please contact us at sales@omnicom.uk or call 0161 507 7999.
Returns & Refunds
Q: What is your refunds and returns policy?
A: See our Refunds & Returns Policy page for full details. Most hardware can be returned within 14 days if unopened and unused.
Q: How do I return hardware?
A: Contact returns@omnicom.uk with your order number. We’ll provide return instructions.
Q: Who pays for return shipping?
A: You are responsible for return shipping costs. We cover shipping for any replacements we send you.
Privacy & Data
Q: How do you protect my data?
A: Your data is stored securely and only used for providing our services. Please see our Privacy Policy for full details.
Q: Where can I read your privacy policy?
Q: Who do I contact about GDPR or data rights?
A: Email privacy@omnicom.uk for any data protection or privacy requests.