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Frequently asked questions

When you place an order with BT Mobile you might need to go through the following checks

A credit check - this checks your credit worthiness and stops people fraudulently ordering things in your name. You might need to answer a few questions about your job history and bank account. The check will be recorded on your credit file.

- An identity check - this is to protect you from identity theft and fraud. You'll need to answer a minimum of three questions about your personal finances which will be checked against your credit file.

- A bank check - this is to make sure the details you've given match the details that Equifax have on file.

We don't see or file any of the information you provide. It's all checked by the credit reference agency. If you have any questions about your credit file you'll need to speak directly to Equifax.

For full details on the information we collect for these checks please see our Privacy Policy.

To find out more about credit checks and your credit history, please contact:
Equifax Credit File Advice Centre P.O. Box 1140
Bradford
BD1 5US
Tel: 0870 010 0583
www.equifax.co.uk.

    Yes. DPD will deliver your parcel and you can track their progress here. You'll need to make sure you're home when it arrives so that you can sign for it (it must be the account holder who does that). DPD will text and email you on the morning it's due to arrive with a one-hour delivery window. If you need rearrange it, just follow the instructions in the message.

      If you order before 4pm Monday-Friday or 11am on Saturday, you'll get your phone on the next working day - including Saturdays. Some parts of the country (like Highlands & Islands and parts of Cornwall) might take up to 48 hours. When you order, you'll be able to choose your own delivery day (within 7 days).

        Not a problem. All you need is a PAC code from your old mobile provider. It's a 9-character code like 'ABC123456' that we use to move your number from your old provider to BT.Once you've activated your SIM, tell us your PAC code at bt.com/keepmynumber. It'll take around 24 hours to move your number. We'll keep in touch to let you know what's happening.

          If you have BT Broadband at home you can get a £5 discount on your BT Mobile plan. You don't need to be the broadband account holder - you just need to live in a household with a BT Broadband connection. In fact, everyone in the house can get the discount.Tell us you have broadband at the top of the BT Mobile plans page and we'll show you the discount prices.

            The legal stuff