Code of Practise
We aim to deliver the highest standards of service possible. One of the main reasons for publishing this code is to assure you of our good intentions and explain what you can expect from us. Legally, we’re also obliged to provide certain information to meet the requirements of the communications regulator, Ofcom.
We’ve tried to make this code as clear as possible. If it’s not, get in touch and we’ll be happy to run through things with you. This code of practice is available on our website and on request by contacting us. Copies are also available in alternative formats, such as Braille.
We also produce supplementary codes on specific services and other mobile issues. If you want a copy of these or more general information please visit Onecallsim.com/terms
Who we are and what we offer?
ONECALL is a trading name of Majestic Ventures Group Limited. We’re not a UK mobile virtual network operator, we are a reseller of Telephonica (O2) and Vodafone, uses ONECALL provides access to the networks for ONECALL customers and are not responsible for issues relating to coverage of either network.
We provide access to either O2 and or Vodafone 3G (third generation) and 4G (fourth generation) and 5Gmobile communications, incorporating mobile internet, voice, text and data services.
Our Commitment to you Customer Services
We’re always looking for ways to improve however, if you feel we are not achieving this, please contact us. We aim to deliver a service that you use, enjoy and value. That’s why we provide clear, concise answers to questions, publish information that’s relevant and easy to understand, and respond quickly to complaints while putting you in control of your account.
To get in contact with us, there are the following options:
Online form or webchat
You can contact us by completing the contact form at Onecallsim.com or by chatting to an advisor using our webchat service – just click on “Live Chat” on our websites or by calling ONECALL.
You can also contact us by post
Onecall c/o Majestic Ventures Group limited
34 South Molton St.
W1K 5RG
London
United Kingdom
Ways to join us
We’re an online only service so you can join ONECALL by visiting www.onecallsim.com
The Basics Price Plans and ways to pay
We offer a SIM-only, pay upfront deal. So there’s no minimum contract and no monthly bills to worry about.
There are two plans to choose from (either O2 or Vodafone).
All plans include unlimited calls and texts. Unlimited calls include: standard UK landlines (starting 01, 02 and 03), freephone numbers (starting 080) and standard UK Mobiles (starting 07). The type of calls you can make that are Chargeable are numbers starting with 084 or 087 and non-emergency numbers, like 101. These are international numbers, roaming abroad and premium numbers (starting with 09).
Roaming charges will apply where they apply.
Each plan lasts a minimum of 30 days’ (3o Days only Plan) and 30-day rolling subscription 9 30 Days notice is needed to cancel this subscription)
To add on international access or additional access cost to your account you can do this by visiting www.onecallsim.com.
At the moment ONECALL can only be used in the UK unless international access has been agreed and a limit has been placed on your account. You will be responsible for any cost associated with your out of plan spend.
Number Portability:
If you want to move your existing mobile phone number to us you’ll need to do the following:
- Contact your old service provider and ask for a PAC (Port Authorisation Code). They must give you the PAC, or a reason why it cannot be issued, within 2 hours of your request. Usually they will be able to provide your PAC over the phone or by SMS, and may also follow this up in writing.
- Once you have your PAC, you’ll need to give it to us before we can move your number over. On purchase provide ONECALL with you your PAC and mobile number into the ‘Transfer your number’ form. Your PAC is valid for a period of 30 calendar days and your request must be submitted to us within this time. If you don’t give us your PAC within that time, you’ll need to ask your old service provider for a new one.
- If you ask for your number to be moved before 5pm Monday-Friday (excluding bank holidays), it should be moved during the next working day. If you ask to move your number outside of these times, we’ll process your request ASAP on the next working day, and let you know when your number will be moved over.
Remember, if you transfer your number while you’re still in the minimum term of your contract with your old provider, you might be liable for payments under that contract. However, you are entitled to request and receive your PAC at any time regardless of any payments that may be due to your provider under your contract.
If you are a ONECALL customer and you want to move your number to another service provider, go to Onecallsim.com/contact to get your PAC code. It will be valid for 30 calendar days. You’ll need to give your PAC to your new service provider to move your number to that network. If you don’t use your PAC within those 30 days, your account with us will remain active.
Keeping you up to date
We want to keep notifications to a minimum, but you can change your preferences at any time by accessing your account online.
We’ll send you a text and perhaps an email when there’s something you need to do. We’ll send you a monthly email that tells you how much discount you’ll get on your next plan purchase and how much add-on credit you have left,.
Your privacy
We’ll only use your personal information in accordance with our Privacy Policy and relevant UK data protection and privacy legislation. You’ll find our Privacy Policy at Onecall.stream/privacy-policy.
By agreeing to the terms of our Privacy Policy, you give us permission to collect information about how, when, and where you use our services. With your consent, we may contact you occasionally for marketing purposes (see the section called ‘Keeping you up to date’) and share your information with selected third parties. If we collect sensitive information, we’ll ask your permission before sharing it.
Subject to your preferences, and only where you have given us permission, we may enter your name, address and telephone number in a publicly available directory enquiry service and directories operated by us or by a licensed third party operator such as BT.
For further information, or answers to queries, please send an email to info@onecallsim.com or write to: DPA Officer
OneCall c/o Majestic Ventures Group Limited
34 South Molton St.
W1K 5RG
London
United Kingdom
Visit www.onecallsim.com if your SIM has been lost or stolen. We’ll protect your account from misuse, help you sort out a replacement, and get you back up and running ASAP.
Our Network reliability
The network may cease to function if there is a power cut or failure that affects the mobile network. These failures may be caused by reasons outside of our control. There can also be instances where service has to be stopped for a short period while essential maintenance is carried out. We try to keep these periods as infrequent and brief as possible and will let you know if we think you’ll be affected.
Emergency Services
You can make free calls to emergency services from your ONECALL mobile. When you’re outside of coverage on our network, your phone will try to locate another mobile network. If you’re using a voice-over IP service, such as Skype, you might be able to make an Emergency service call but please your location won’t be shared with the Emergency Services in this instance.
Terms and Conditions
It’s important to read and agree to stick to our T’s & C’s – available at www.onecallsim.com/terms . We reserve the right to terminate services at any time, if you breach any of the terms.
About this code
We review and update this code regularly to make sure that it meets current requirements. If you’ve got a question about our compliance with this code, please write to:
ONECALL c/o Majestic Ventures Group
34 South Molton St.
W1K 5RG
London
United Kingdom
Or email your question to Info@onecallsim.com