We know how important a reliable service, great coverage and fast mobile data speeds are to you. That’s why we’re excited to be rolling out our new 4G network.
We’ll be starting to move customers across onto the new 4G network from July 2016.
You've been contacted about switching over?
If you've received an email/ text about switching over by the 17th July, you have two options:
Option 1: Switch to 4G
Switch and sign up to our new 4G service and plans: You'll need to order your new 4G SIM card, then activate your new SIM as soon you receive it.
- Order SIM card: Order your new SIM by 22nd July to make sure your SIM arrives in time.
Once you order your SIM card, we'll send you a PAC code - hold onto this as you'll need it during the activation process once your SIM arrives. SIM cards will arrive 19th or 20th of July.
- Activate your new 4G service: Once your SIM card arrives, you'll need to activate this on the new 4G service before your 3G service finishes. ACTIVATE your new 4G SIM card any time before 4.30pm on July 26th.
- Your number will transfer over the following working day: Once you Activate your new service, your number will be transferred the following working day. You'll receive a final bill for your 3G service, and you'll have a new billing cycle for your new 4G service.
If your phone is already unlocked everything should work perfectly. If your phone is locked to the EE network you’ll need to arrange to have it unlocked - see more here.
Step by step activation guide
Please follow the step by step guide included in your SIM Pack.
To ensure your number transfer goes smoothly, you MUST test your new SIM card. Once you activate, please insert your new 4G SIM in your phone, turn it on and dial 1250 to test for signal so we can complete your activation.
You need to do this before your transfer day – otherwise, if the SIM isn’t registered on the network before your transfer day your number won’t transfer over and you risk losing it.
ACTIVATE your TPO 4G SIM following the steps below to avoid delays in transferring your number across (you'll find this insert with your SIM card):
Option 2: Cancel your service
If you don't want to switch to our new 4G service and plans and you'd like to close your current account with TPO:
Keep your number: If you'd like to keep your number, please contact our Care Team and request your PAC code. You'll need to use your PAC code before the 26th July 4.30pm to make sure your number has successfully ported out before your account is closed. If you don't contact our care team, your account will automatically close on the 27th July and you'll lose your number.
Don't want to keep your number: No need to do anything. If you don't want to switch to our new 4G service, your account will automatically close on the 27th July. You'll lose your number unless you have requested and used your PAC code by the 26th July 4.30pm.
Our new 4G Plans
Once you activate your new 4G SIM card, you’ll be able to pick one of our new 4G Plans (your existing 3G plan will be discontinued):
Questions about the 4G Switchover
What will my coverage be like? You can check how we’ll keep you covered here. We really hope that you’ll discover that our new 4G network will be an improvement for you.
When will I be moved over to the new 4G network? In order to prepare a smooth transition we’ll be moving customers in phases until the end of the year based on how they’ve used their phone.
We contacted a small number of customers on Monday, May 23rd 2016 and on Friday, June 3rd 2016 to advise them we’ll be switching them over to the new network in the following weeks. The next phase will be from August 2016 until the end of the year.
If you have not been contacted, you’re not in the first network switchover phase.
Can I move over earlier? We’ll do our best to help you get migrated over sooner if you’d like. You can Register your interest in switching over early to the new 4G network - we'll keep you posted with more details.
Will my plan change? Yes. We’ll be launching a new range of 4G SIM only plans which will replace the existing ones and you’ll be able to choose the one that better suits your needs. You can see our new plans above.
Will I be able to keep my number? When you active your new 4G TPO SIM, we'll arrange for your number to be transferred the following working day. When prompted just insert your PAC code that you received via SMS when you ordered your SIM. If you don't want to switch over, you can request your PAC code, please Contact our care team.
I'm having issues ordering my TPO 4G SIM, what can I do? Please try the following:
- Switch to another device, i.e. from your mobile to your computer
- Switch to a different browser (Chrome, Internet Explorer, etc.)
- Make sure the format of the date of birth you entered is accurate: dd/mm/yyyy
- If none of the above work, please contact us by sending a message at tpouk.com/help
I've already ordered my 4G SIM, when will it arrive? Your 4G SIM will be with you from Friday the 22nd July.
I've ordered my 4G SIM and got a PAC Code I haven't asked for. When you order your new 4G SIM we'll automatically issue your PAC code so you can keep your number on the new TPO network. When you activate your new SIM just pop in the code when prompted and we'll take it from there.
When will you announce the new international rates? We’ll be launching a new set of international calling and roaming rates. Our new rates will be released soon, we're just finalizing a few details.
Will TPO still be giving 10% of my bill to my chosen cause? Of course! TPO will continue to donate 10% of your mobile bill to the charity of your choice at no extra cost to you. Together we’ll continue to support amazing causes.
What happens if I put my SIM in a 2G mobile? Sorry, we don't support 2G mobile phones on our new network, to it won't be possible to support your 2G phone on the new network.If you require a 2G service, this article by Kens Tech Tips hopefully will help. As most networks are retiring their 2G networks, before you join it would be worthwhile asking if they still support 2G and for how long they expect to continue doing so.
What happens if I put my 4G SIM in a 3G mobile? So long as your phone works with 3G it'll work just fine. The new network supports 3G and 4G - if there isn't 4G coverage or your phone doesn't support 4G, it simply drops to 3G. It'll work the same as your phone does now on the current 3G service.
I'm a Pay As You Go customer, what happens to my service? Please see this article which explains the next steps - the current PAYG 3G service will end from 28th July.