Raising a ticket for Voice/SMS/Data queries

If you are experiencing a problem with voice, SMS or data services for a particular SIM or several, you can use the Service Desk to raise a ticket so that our support teams can investigate.
To make sure that Support have all of the information required and don’t need to come back to ask if you have performed all of the initial checks, we ask you to complete the template below.

VOICE / DATA / SMS Template

– MVNO Fault Reference Number:
– Customer Type (Standard or Premium):
– Description of the issue: (include technology: 2G, 3G, 4G or 5G and service: voice, data)
– Steps already taken to resolve the issue:
– For data issues, have the APN settings been checked and confirmed as correct?
– When did the service last work normally / when did the fault first occur?
– Specific to a particular location: yes/no? (If yes – specify location and postcode and where the customer needs to travel before service resumes)
– Specific to a particular/number/all numbers/number range? (If specific, confirm number is valid before proceeding)
– Volume of users impacted:
– Handset make and model:
– Examples including time/date/postcode/B Party number and error message received:

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