Network Credit Checks

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  What is a network credit check?

  It’s a check the network carries out when you apply for a pay monthly phone plan, to protect you from identify fraud, and to help prevent you from running up unmanageable bills.
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  Have I passed the credit check?

  You’ll be notified of the network’s decision via email. You can also get updates by Checking Your Order.



Network Declines

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  Why has my application been declined?

  Please contact your network directly to find out. We’re not given specific details about the decision.
  
  EE: 0800 956 6000

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

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  What do I do if I’m declined?

  Your order will be cancelled and any payments returned to you. We’d recommend getting in touch with the network directly to find out why. You may be able to resolve the issue.
  
  To get in touch with Three, please call 0333 338 1001. Or to get in touch with EE, please call 0800 956 6000.
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  Will I be refunded if I’m declined?

  Yes, we’ll immediately refund any payments you’ve made. This could take up to seven days to appear on your available bank balance, although some banks may take longer. Please contact your bank for any updates.



Network Deposits

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  What is a network deposit?

  The network may ask you to pay a deposit as a result of your credit check. This may be in addition to the upfront payment of your device. The network then returns the deposit after you establish a good payment history with them.
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  Why have I been asked for a deposit?

  Deposit requests are prompted by your credit check results, although the network doesn’t give us specific details. Please contact the network for more information.
  
  EE: 0800 956 6000

  Three: 0333 338 1001

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  How do I pay the deposit?

  Please contact your network directly.
  
  EE: 0800 956 6000

  Three: 0333 338 1001

  
  Once you’ve paid your deposit, please contact us on 0345 413 6238 or [email protected] so we can process your order as quickly as possible.
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  When will I get my deposit back?

  EE will typically return your deposit after you've paid six consecutive bills on time. For Three, it's after you've paid 12 consecutive bills on time. Please contact your network directly for more information.
  
  EE: 0800 956 6000

  Three: 0333 338 1001

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  Can I cancel if I don’t want to pay a deposit?

  Yes, please contact us at [email protected] to let us know.



Updating the Network

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  How do I contact the network?

  EE: 0800 956 6000

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

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  Why do I have an outstanding network balance?

  This usually means your last network bill hasn’t been paid, although the network doesn’t give us specific details. Please contact the network for more information.
  
  EE: 0800 956 6000

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191

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  I’ve updated my details with the network. What next?

  Please contact us on 0345 413 6238 or [email protected], so we can process your order as quickly as possible.
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  Why have I received a message to contact the network?

  Your network probably wants to clarify or update your account details. Please get in touch with them directly.
  
  EE: 0800 956 6000

  O2: 0344 809 0202

  Three: 0333 338 1001

  Vodafone: 0333 304 0191
  
  Once you’ve updated your details with the network, please contact us on 0345 413 6238 or [email protected], so we can process your order as quickly as possible.