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Support - FAQ

  • How can I pay for my new mobile phone?

    You can visit our online store or you can give us a call on 0871 2226252 / 08452177712 or email sales@matobmobile.co.uk and we will be happy to help. Please be advised we only accept payment by credit/debit card. We accept most major credit/debit cards.

  • Where can I get a more information/user guide for my phone?

    All our information about our handsets is shown when viewing each individual handset on our website. You can also download user guides from our website. Please visit our product downloads page to find user guides for your phone. Click Here

  • I need some technical support on how to use my product?

    Please contact us via 0871 2226252 / 08452177712 or email support@matobmobile.co.uk so we can give you the relevant support numbers to call depending on your model of your handset/accessory.

  • What’s in box?

    Please note all handsets come with standard accessories i.e. Back cover, battery and mains charger. Some units but not all may also include headphones, USB cable or charging cradle.

  • Will all the handsets/products work with any Network Sim?

    All of our handsets are SIM Free which means they work with any SIM card. So you can continue to use your existing SIM card and phone number or any new SIM. Please be aware that most of our handsets do not work on the ‘3’ network so if you are unsure please call us on 0871 2226252 / 08452177712 or email support@matobmobile.co.uk.

  • Which Network should I choose?

    Generally there are two factors to consider when deciding which network to choose.
    1. The network coverage in the area in which the phone is going to be used.
    2. If you are going to be making lots of outgoing calls to a particular network or someone is going to be calling you a lot, then choosing the same network can often work out more cost effective.

  • How do I top up my mobile phone?

    If you want to top up or put credit on your mobile phone there are various ways in which you can do it. Most networks support the following methods:
    • Calling the network and paying by credit or debit card.
    • Visiting one of the major supermarket's, newsagents, post offices and buying a top up voucher, this then gives you a code and you call the network and enter the code and it applies the credit (note not suitable for the Handleplus 334).
    • Using a cash machine, you can top at most cash machines by inserting your bank card and selecting top up and entering your mobile number.
    • Topping up online, if you visit the relevant networks website you can create an online account and top up online using a credit or debit card.
    • You can also refer to the documentation included with the sim card. If you are still having difficulties you can email support@matobshop.co.uk or 0871 2226252 / 08452177712.

  • How do I know if my credit is running low?

    If your credit is running low (down to the last few pounds), when you make a call you will hear a message from the network telling you credit is running low. You can also call the network to find out your current balance. If you are still having difficulty please email support@matobmobile.co.uk or call 0871 2226252 / 08452177712 and we will be happy to help.

  • I have seen a product I’d like, which is not available in the Matob Mobile shop, what should I do?

    Please call us on 0871 2226252 / 08452177712 or email sales@matobmobile.co.uk and we will be able to advise whether the handset/accessory you require is in stock, you may then place an order over the phone.

  • Can I upgrade my existing handset by using my current SIM card in a new Easy To Use Mobile handset?

    Yes all of our handsets are SIM Free which means they work with any SIM card. So you can continue to use your existing SIM card and phone number by putting it into your new Matobmobile phone, please be aware that most of our handsets do not work on the ‘3’ network so if you are unsure please call us on 0871 2226252 / 08452177712 or email support@matobmobile.co.uk.

  • If I am disabled am I able to buy without VAT?

    If you are registered disabled, then you may be eligible to purchase a Matob Mobile big button or easy to use mobile phone or landline without paying any VAT.

    Currently, all sight and hearing disabilities are eligible for the ‘VAT relief’. Other disabilities are also acceptable, but in all cases we must receive a declaration of eligibility, for you to receive zero VAT on your purchase. If you would like a form please download and print it from here or 0871 2226252 / 08452177712 or email sales@matobshop.co.uk and request that we send you a copy.

    Once you have completed the form please either scan and email your completed form to sales@matobshop.co.uk or post it to MatobMobile, Network House, Globe Park, Marlow, Buckinghamshire, SL7 1EY (N.B. Please include a contact number for us to call you on).

    Once we have received the completed form we will call you, so you can place the order over the phone. If you are in any doubt as to whether you are eligible to receive goods zero-rated for VAT, you should consult ’Notice 701/7 VAT reliefs for disabled people’ or contact the ‘National VAT Advice Service’ on 0845 010 9000. Please note that unfortunately we are unable to refund VAT after you have placed an order where you have paid VAT.

 

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