The Common Questions Answered - C J M Communications

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Last updated: 11 June, 1999

We're regularly asked the same questions. However, every person asks different questions and we decided to put them all together to enable you to not only get answers to all of the important questions, but to have an easy comparison of one network to another.

The list below details what you will get on each network when purchasing a phone from us. Please read the Disclaimer at the end of this section to ensure you understand that other Service Providers may vary their own charges and conditions.

These pages are meant as a guide to the networks and their services. However, for detailed information on the particular tariffs and services available - you will need to go the relevant network pages.

To go to a network, click on any of the links at the top of the page (or click on a network logo within our banner image on any page on this site). By using the main links at the top of each page, you should be able to navigate your way around our site quickly and easily.

We will shortly be adding a beginners guide to a mobile phone here - saying a bit about the benefits of a mobile phone and what they can, and can't, do. We've speeded up the process of updating these pages following the comments made in What Cellphone magazine in May 1997. In the meantime, each section has a small summary to explain why the information provided is important to know.

We've tried not to make the advice sound patronising, but it is designed to offer advice to both the technofreak and the complete novice, which makes it hard to appear perfect for everyone. Please bear this in mind when reading on!

Please choose a category from the list below.

Buying a Mobile Phone.
The basics to what you can expect from a mobile phone - and things to look for.

Your Contract.
Every network is going to require you to sign a contract. We tell you what you will need to agree to when you connect a mobile phone.

The Tariffs & Call Charges.
You can choose from a wide variety of tariffs on each network. We give you some advice on each one, along with the sort of user they are designed for.

A guide to Extra Services from the network.
You may have heard of "text messaging", "voicemail", "Caller ID", "mobile data" among other things. We tell you what's what.

Your Phone and how it is guaranteed.
Insurance is something you should definitely consider. Sometimes it's included - sometimes it's not. Check for details on the warranty and insurance you get with each phone.

Ordering and Dealing with CJM Communications.
How do you go about placing an order and how we operate.

Do you have any more Questions for us that you want answering?
We can't possibly answer every question you may have - although we've tried our best. You can mail us new questions for a personal reply, or an addition to this list.

Buying a Mobile Phone.

Before you make the decision to buy a mobile phone - you should be aware of what you can expect from them. You should also consider a variety of things before signing anything.

For example - you have to choose three main things in order to buy a mobile phone.

The Network..
There are four digital networks in the UK. Cellnet, Vodafone, Orange and One 2 One. All of the networks work on the same GSM (Global System for Mobile communications) technology, although some use different frequencies. The coverage on Cellnet, Vodafone and Orange is all over 98% for handportable users, while One 2 One aim to approach this same level by 1998.

The Handset..
There are many different phones to choose from. The differences between each one can however be more than just the size and weight. For example, if you are thinking of taking advantage of text messaging - you will probably be better off getting a handset with a large display. If sending and receiving faxes or Email is going to be important to you, you want to look at handsets that have a variety of mobile data options. We have a special section dedicated to Mobile Data to help you on this.

Other factors then include the battery life. This will also include things like the type of battery. There are three main types; Nickel Cadmium (NiCd), Nickel Metal Hydride (NiMH), and the newer and longer lasting Lithium Ion (Li-Ion) type. Each type has advantaged and disadvantages. Nickel Cadmium batteries are slightly heavier than the other types and more prone to suffering from the "memory effect", where a battery has not been charged & drained [conditioned]. However, they offer a very good long-term life if looked after and are considerably cheaper than other types. Therefore, you should not write off NiCd batteries - which are usually ideal as second, spare, batteries.

Nickel Metal Hydride batteries have become the standard for nearly all new phones and offer a very good life, without the same level of problems associated with memory effects. Lithium Ion batteries are considered to be the best of all, and are even lighter for the same power. Gradually, Lithium Ion batteries will become the standard for all new phones.

Finally, the user interface of a phone is also important if you want to be able to do things without the need of a manual in your back pocket. Most phones now carry very intuitive software that allows you to do everything you are likely to want - with the minimum of key presses.

The Tariff..
When you sign up to a network, you will need to sign up to a particular tariff (detailed further down this page). It is easy to initially think you will not require anything more than the cheapest, most basic, tariff. However - you shouldn't kid yourself. Many customers initially opt for the lowest tariff because they feel that are being pressured into signing up for something more expensive - and doing so just to give the salesperson more commission. Certainly in our case, we do not make any additional money from you going on a higher tariff, so we will never recommend something that is unsuitable. However, we often find that people do use their new phone more than they initially expected. This isn't just because it's a "new toy", but because people soon realise how they could not live without one at all!

Of course, if you are not sure about your needs - the lowest tariff is a safe bet to test the water. However, with a bit of forward thinking - you should be able to work out the tariff to suit you. Our guides should help you to do this.

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Your Contract.

This is your airtime agreement and enables you to buy a phone and get service from any one of the four main networks; Orange, Vodafone, Cellnet or One 2 One.

Although Orange and One 2 One can deal directly with you, you must go through a Service Provider to connect to either Vodafone or Cellnet. During 1996, it also became possible to connect to Orange via a Service Provider - although the service offered is not usually considered as good as dealing direct.

	What is the minimum term of my contract?
	Orange: Orange require you to hold a contract for at least 12 months. This consists of a minimum term of 11 months and 1 months notice, meaning it is a true 12 month contract.
	Vodafone: Sony Cellular Services require you to hold a contract for at least 12 months. This consists of a minimum term of 11 months and 1 month notice.
	Cellnet: Sony Cellular Services require you to hold a contract for at least 12 months. This consists of a minimum term of 11 months and 1 month notice.
	One 2 One: One 2 One require you to hold a contract for at least 12 months. There is no notice period required, so you can effectively cancel immediately after 12 months. Before 3rd June 1997, you only needed to have a contract for 9 months.

	Am I tied to the same tariff for the whole contract?
	Orange: Orange allow you to change "talk plans" each month free of charge. However, there may be some exceptions if you connected to a particular talk plan as part of a special promotion. We always advise you of any conditions before connecting you.
	Vodafone: Sony allow you to change tariffs once a year, free of charge. If you wish to change more often, you will need to pay a "migration" fee which is equal to the connection fee.
	Cellnet: Sony allow you to change tariffs once a year, free of charge. If you wish to change more often, you will need to pay a "migration" fee which is equal to the connection fee.
	One 2 One: One 2 One allow you to change tariffs each month free of charge. Generally there are no exceptions to this, unless One 2 One offer a special promotion that requires you to stay on a tariff for a particular period of time.

	What if the coverage is poor, or I just don't like my phone?
	All Networks: You can cancel your airtime agreement at any time within the first 14 days of connection - whatever the reason. You will not pay anything for connection or line rental, but will need to pay for any calls that were made from your phone during this time.

	So, if and when I terminate the contract - how much do I get charged then?
	All Networks: You aren't charged anything to disconnect. The only condition is that you give the required notice in advance. It also goes without saying that all airtime bills up to the date of disconnection are paid in full.

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The Tariffs & Call Charges.

The Tariffs vary according to your usage needs. Cheaper rental tariffs usually come with high call charges, while the more expensive rental tariffs come with the cheapest calls. It's all quite logical really - the network is trying to make the same money from you on whatever tariff you choose.

It is obviously pointless paying £50 a month for a tariff that gives cheap calls that you don't need or want to make. Likewise, someone who is going to use the phone is not going to be particularly well off going on an "emergency" tariff with low rental but hugely expensive call charges.

Luckily, as nobody ever really knows what tariff they are going to need, all of the networks and service providers allow you to change tariffs each month if necessary. Some will charge for it, others will limit the amount of times you can change. This guide tells you who does what.

What you may plan out for usage may not be accurate when you appreciate the convenience of having a mobile phone. All too often, people decide to go on a low tariff to "play it safe". However, it is well worth the time and effort to predict what you are really likely to use it for.

As for the call charges, many networks offer free calls - either a limited amount per month, or even unlimited local calls at certain times. As usual, it's swings and roundabouts. There is sadly no tariff available that offers an ultra low rental charge, cheap calls, free weekend calls and inclusive airtime. Some however can come pretty close - and we've highlighted a few.

Of course, to check out the actual tariffs in full - go to the relevant network pages for our comprehensive price guides and tariff tables. You could be lost without them!

	How much am I charged each month just to have a phone?
	Orange: The cheapest tariff on Orange is Talk 15 (or Chat 60 for Line One). This costs £15 per month (£17.63 inc.). Talk 60 is £25 per month (£29.38 inc.), going up to £100 per month (£117.50 inc.) for Talk 540.
	Vodafone: The cheapest tariff on Vodafone is Personal World 20, which costs £14.89 per month (£17.50 inc.). You also have tariffs that go up to £90 per month (£105.75 inc.) for New World 400.
	Cellnet: The cheapest tariff on Cellnet is Ocassional Caller Plus, which costs you £14.89 per month (£17.50 inc.).
	One 2 One: The cheapest tariff on One 2 One is One 2 30 or One 2 Weekend, at £14.89 per month (£17.50 inc.). Other tariffs include Precept 100 and Precept 200.

	Does that include any calls in the rental?
	Orange: Orange bundle inclusive minutes within all of their tariffs (talk plans). Talk 15 gives you 15 minutes of calls per month, Talk 60 gives 60 minutes, and so on. Because the peak rate calls are more expensive, you get the best value for money by making your calls at peak times. Inclusive minutes not used cannot be carried forward to the next month.
	Vodafone: The various Vodafone tariffs offer inclusive minutes at no extra cost. This starts at 20 minutes on Personal World and goes up to 500 minutes on Business World 500. Because the peak rate calls are more expensive, you get the best value for money by making your calls at peak times. Inclusive minutes not used cannot be carried forward to the next month.
	Cellnet: Cellnet do not offer inclusive minutes with their tariffs but offer an airtime "credit" instead. For example, on the Regular Caller Plus tariff - you get £15 (inc. VAT) worth of airtime included in your monthly rental. Making calls at off peak times will actually give you better value for money due to the lower cost of the calls. This means Cellnet is generally better value for money for those who are not going to make many calls during the peak period. Inclusive airtime credit not used cannot be carried forward to the next month.
	One 2 One: One 2 One have three bundled tariffs. One 2 30, Precept 100 and Precept 200. Giving 30, 100 and 200 minutes respectively.

	Do I get itemised billing?
	Orange: Orange offer itemised bills free of charge, although you may opt out if you prefer. If you have more than one telephone on your account, each separate number will be itemised - along with an invoice for the combined amounts.
	Vodafone: You need to pay for itemised bills on all tariffs. Even when some companies have advertised "free itemised billing", they are usually just adding this to the monthly line rental instead of giving you the option to have it or not. Itemised bills cost £2 including VAT. If you have more than one telephone on your account, each separate number will be itemised - along with an invoice for the combined amounts.
	Cellnet: You need to pay for itemised bills on all tariffs. Even when some companies have advertised "free itemised billing", they are usually just adding this to the monthly line rental instead of giving you the option to have it or not. Itemised bills cost £2 including VAT. If you have more than one telephone on your account, each separate number will be itemised - along with an invoice for the combined amounts.
	One 2 One: One 2 One offer itemised bills free of charge, although you may opt out if you prefer. If you have more than one telephone on your account, each separate number will be itemised - along with an invoice for the combined amounts.

	How much are calls during the day?
	Orange: The daytime call charges depend on the tariff you are on. On Talk 15, calls are 25p per minute (29.38p inc). On Talk 60, calls are 20p per minute (23.5p inc). At the other end of the scale, Talk 540 offers a peak rate call charge of just 14p per minute (16.45p inc). Calls to other Orange phones are charged at half the daytime rate at all times.
	Vodafone: The daytime call charges depend on the tariff you are on. On Personal World 20, call charges are 29.79p per minute (35p inc.).
	Cellnet: The daytime call charges depend on the tariff you are on. On Occasional Caller Plus, call charges are 34.04p per minute (40p inc.). This drops to 25p per minute (29.38p inc.) on Frequent Caller Plus.
	One 2 One: On One 2 30 and One 2 Weekend, calls are 30 per minute (inc. VAT), reducing to 15p per minute (inc.) on Precept 200.

	How much are calls during the evening?
	Orange: On normal calls (that is excluding international, premium etc.), calls are generally charged at half the peak rate. Therefore, Talk 15 calls in the evening are 12.5p per minute (14.68p inc.) and Talk 60 calls are 10p per minute (11.75p inc.).
	Vodafone: The evening (off-peak) rate on all tariffs is 4.26p per minute (5p inc.).
	Cellnet: The evening (off-peak) rate on all tariffs is 10.p per minute (12p inc.)
	One 2 One: All tariffs offer evening calls for just 2p per minute (inc. VAT).except the Precept Tariffs these are charged at 5.p per minute at all times.

	How much are calls over the weekend?
	Orange: Weekend calls are normally the same as in the evenings. However, you can subscribe to the "Orange Weekend" option, which can be added to any tariff for an additional £2.50 per month (£2.94 inc.). This then gives you calls to all standard rate numbers (including any other Orange user) for just 5p per minute (5.88p inc.) from midnight Friday to midnight Sunday.
	Vodafone: Weekend calls are the same as during the evenings.
	Cellnet: Weekend calls are 2.p Per minute.
	One 2 One: Weekend calls are the same as during the evenings, with one major exception for calls to local numbers. On One 2 Weekend, all local calls made over the weekend (defined as midnight Friday to midnight Sunday) are free of charge.

	Do I get cheap local calls?
	Orange: At the moment, Orange do not offer any form of cheap calls to local numbers. However, calling another Orange phone is always charged at the off-peak rate.
	Vodafone: For an additional £2.50 per month (inc. VAT) you can opt for the "Local Rate" option. This gives you reduced charges to a local number (identified on your phone display) or another Vodafone phone, plus local rate numbers (0345, 0845 etc.).
	Cellnet: For an additional £2.50 per month (inc.VAT) you can opt for the "Local Rate" option. This gives you reduced charges to a local numbers (identified on your phone display) or another Cellnet phone.
	One 2 One: Calls to local numbers are charged at lower rates on the new tariffs. On One-2-Weekend, you will be able to get weekend local calls free of charge. On One-2-Evening, you get free local calls in the evenings but not the weekends. Full details are available within the One 2 One pages.

	When is peak rate?
	Orange: The peak rate on Orange is 7am to 7pm Monday to Friday. All other times are off-peak. Bank Holidays are also treated as off-peak periods.
	Vodafone: The peak rate on Vodafone is 8am to 7pm Monday to Friday. All other times are off-peak.
	Cellnet: The peak rate on Cellnet is 8am to 8pm Monday to Friday. All other times are off-peak.
	One 2 One: The peak rate on One 2 One is 7am to 7pm Monday to Friday. All other times are off-peak. Bank Holidays are also treated as off-peak periods.

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Extra Services.

You may or may not have heard about some of the additional services that are available from digital mobile phones. Things like mobile data, text messaging, voicemail, Caller ID etc.

If you're interested in these things, we've gone into a little more depth within the network pages (shown at the top of this page). You can read on to find out which networks are offering which services, along with a little more information on what you can expect from each one.

	I've heard about the second line facility, but how does it work?
	Orange: A second line is, unsurprisingly, a second telephone number. What isn't necessarily quite so obvious is the fact that this number is not only on the same account (although it doesn't have to be), but is on the same handset. For business users, this is an ideal way of keeping business and social calls totally separate. It can also save you on tax if you're given a phone at work. You can have the second line on a completely different tariff and even select different ringers to identify each line when you receive a call. You also get another, separate, voicemail service that can take your calls - even if you want to receive calls on your main line (or vice versa).
	Vodafone: The "Phase 2" generation of handsets are compatible with the ALS (Alternate Line Service) facility, although the network doesn't yet offer this feature.
	Cellnet: The "Phase 2" generation of handsets are compatible with the ALS (Alternate Line Service) facility, although the network doesn't yet offer this feature.
	One 2 One: One 2 One will offer a second line as part of their new "Precept" package that launched in June 1998. There will be an extra cost for this.

	What is SMS?
	Orange: SMS stands for Short Message Service and is the text messaging service available on digital mobile phones. You can send and receive messages of up to 160 characters to any other Orange user. Orange don't charge anything to have the service but there is charge to send messages, which varies on the tariff you are on. For Talk 15, this is 6p per message (7.05p inc.), dropping to 3.5p per message (4.11p inc.) on Talk 540. There is no charge to receive messages from other users.
	Vodafone: You can send and receive messages of up to 160 characters (240 characters with compression, if supported on your phone) to any other Vodafone user. This costs 10p per message (11.75p inc.) on all tariffs. There is no charge to receive messages from other users.
	Cellnet: You can send and receive messages of up to 160 characters to any other Cellnet user. This costs 10p per message (11.75p inc.) on all tariffs. There is no charge to receive messages from other users.
	One 2 One: SMS is now available for £1 per month (including VAT) and with each message sent costing 4p (including VAT). There is no charge to receive messages from other users.

	How do I use my phone for data and fax?
	Orange: In order to start taking advantage of mobile data, you will need to purchase a phone that has data compatibility. We can advise you on this before purchase. You then purchase a PC-Card (PCMCIA) data adapter, or another form of data package, which will offer you a 9600bps service for both data and fax (9600 is the maximum speed attainable on the digital network). Orange offer you incoming data and faxes by giving you two new telephone numbers, at no extra cost. Data/Fax calls are charged at the same rate as for voice calls.
	Vodafone: As above, you need a data compatible handset. You can also have incoming data and faxes by getting two new telephone numbers, at no extra cost. Data/Fax calls are charged at the same rate as for voice calls.
	Cellnet: As above, you need a data compatible handset. You can also have incoming data and faxes by getting two new telephone numbers, at no extra cost. Data/Fax calls are charged at the same rate as for voice calls.
	One 2 One: As above, you need a data compatible handset. At the moment, you can only make outgoing calls with the data/fax service. Data/Fax calls are charged at peak rates at all times.

Why do I need to buy a data card, when I already own a modem?

All Networks:
The way the digital network works prevents analogue modems from working. Voice calls are heavily compressed in much the same way as Sony's MiniDisc and Philip's DCC systems work. Sounds that are generally inaudible to the human ear, or "unnecessary" are stripped from the data being sent over the network. While for speech, this is pretty much impossible to notice.. for data, it is devastating. Mobile Data cards work by sending direct digital data from your computer or organiser straight to the network (like ISDN). Only then does it get converted to analogue in order to communicate with "the outside world". We are also starting to see networks offer connectivity to ISDN services which means even faster call set up times and even better error correction.

	Do I get my number in the phone book?
	Orange: At the moment you can only be entered into the Orange directory enquiry service, which can be called by dialling 193 from your Orange handset. Of course, you may opt-out if you prefer.
	Vodafone: No.
	Cellnet: No.
	One 2 One: Yes. You can however opt out if you prefer to be ex-directory.

	Do I get surcharged if I don't pay by Direct Debit?
	Orange: Yes. You are able to pay by cheque each month, at a bank or post office without there being any difference in your monthly line rental charge. Of course, it is easier to pay by Direct Debit if possible - and sometimes opting out could affect an immediate pass on the initial credit check.
	Vodafone: No. You are able to pay by cheque each month, at a bank or post office without there being any difference in your monthly line rental charge. Of course, it is easier to pay by Direct Debit if possible - and sometimes opting out could affect an immediate pass on the initial credit check. It is important to note however that you may need to pay more for the handset if you do not wish to pay by direct debit. This is due to the reduced subsidy from the service provider.
	Cellnet: Yes. You are able to pay by cheque each month, at a bank or post office without there being any difference in your monthly line rental charge. Of course, it is easier to pay by Direct Debit if possible - and sometimes opting out could affect an immediate pass on the initial credit check. It is important to note however that you may need to pay more for the handset if you do not wish to pay by direct debit. This is due to the reduced subsidy from the service provider.
	One 2 One: Yes. You are able to pay by cheque each month, at a bank or post office without there being any difference in your monthly line rental charge. Of course, it is easier to pay by Direct Debit if possible - and sometimes opting out could affect an immediate pass on the initial credit check.

	How does "Caller ID" work?
	All Networks: Caller ID, which was first offered by Orange, allows you to see the number of the person calling you - before you answer. On most new handsets, you can see the name of the caller if they are stored in the phone memory. It even works in conjunction with the "Call Waiting" service. There is no fee for Caller ID, which is offered as part of your normal package.

	What if I don't want people to see my number?
	All Networks: You can withhold your number from being sent by prefixing dialled numbers with "141". Alternatively, you can have the service restricted permanently by calling Customer Services. However, it is important to note that in the future, many people may reject calls from people who hold back their identity, so the "per-call" basis is probably more suitable.

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Your Phone.

A mobile phone is quite an amazing piece of technology. Please believe us when we say that it doesn't really cost £10 to make a mobile phone - even though you may be paying that for a brand new one!

In the United Kingdom, phones are subsidised. Unlike many other countries where phones are sold at the full price, subscribers here are given £200-£300 off the cost of the phone in order to get them to buy a phone. Thereafter, the money is paid back in the monthly line rental. This is also the reason that you nearly always have to sign up for a minimum of one year to get a phone.

Obviously as a result, if something goes wrong with your phone - or it is stolen, it could turn out to be a very expensive experience. You cannot get the subsidy twice on the same account, which means if you've just signed up for 12 months and lose the phone after 2 months - you're still stuck with a 10 month contract term and no phone.

For each network, we explain what you get as standard in the form of warranty (a minimum of one year in all cases) and insurance. Where it isn't included, we've detailed the approximate prices - although you should always check with us beforehand as the premiums can vary depending on the type of cover required.

If you need to get a replacement, or want to upgrade an old phone - we've also given you some advice.

	What if my phone is stolen?
	Orange: Orange include comprehensive insurance for 12 months with your service package. Therefore, if your phone is stolen (or even just dropped by accident) you can get a replacement delivered within 24 hours (anywhere in mainland Britain) free of charge.
	Vodafone: You do not get insurance with your service package as standard. Two insurance packages are available from Cellular Services, which include cover for theft, accidental damage or mechanical faults after the warranty has run out. Insurance is VAT free.
	Cellnet: You do not get insurance with your service package as standard. Two insurance packages are available from Cellular Services, which include cover for theft, accidental damage or mechanical faults after the warranty has run out. Insurance is VAT free.
	One 2 One: For £2.99 per month (VAT free) you can get your phone insured against theft or damage. Documentation on the relevant Terms & Conditions are supplied with your phone and airtime agreement.

	What if my phone breaks down due to a defect?
	Orange: Orange include a three year warranty on all handsets. As with the insurance, you can get a replacement delivered within 24 hours (anywhere in mainland Britain) free of charge.
	Vodafone: If your phone breaks down after the first 30 days, you will need to return it to us for repair or replacement, unless you have opted for the Total Cover package (at extra cost).
	Cellnet: If your phone breaks down after the first 30 days, you will need to return it to us for repair or replacement, unless you have opted for the Total Cover package (at extra cost).
	One 2 One: The warranty on your phone depends on which handset you purchased. Generally you will get a 3 year warranty on new phones and can get faulty handsets replaced by visiting any approved "Exchange Centre". Here, you will be able to get a same day replacement.

	If I want to upgrade my phone later, how much will it cost me?
	Orange: Orange are unique with their upgrading procedure. Once you have had a telephone for at least a year, you may upgrade by simply buying a new phone as normal. While there is an administration fee of £30 (£35.25 inc.) as part of the upgrade process, you will still get a subsidised handset and the full 12 month insurance and 3 year warranty - albeit at the full retail price. The only conditions are that you agree to continue your airtime agreement by a further 12 months and do not cancel within 14 days.
	Vodafone: Sadly there is no similar upgrade deal available here. If you wish to upgrade your phone but keep the existing number, you will need to pay the full cost of a new phone.
	Cellnet: Sadly there is no similar upgrade deal available here. If you wish to upgrade your phone but keep the existing number, you will need to pay the full cost of a new phone.
	One 2 One: You can upgrade your One 2 One handset by simply purchasing a new phone as normal and agreeing to continue your airtime agreement by 12 months. However, the handset will cost an additional £100 (£117.50 inc). If you need to replace your smart card, there may be an additional charge. Generally the first replacement SIM card is free.

	So if I disconnect, or upgrade, what can I do with the old phone?
	Orange: In all cases, you're free to do what you want with your phone. You can sell it, reconnect it or even bin it(!). Bear in mind though that your Orange handset is "locked" to the network which means you cannot sell it for use on One 2 One or any other GSM 1800 network, without agreeing to pay an unlocking fee. This is £30+VAT (£35.25 inc. VAT) on Orange.
	Vodafone: You are free to do what you want with your phone. There is no network lock, which means it can be used on any other GSM network.
	Cellnet: You are free to do what you want with your phone. There is no network lock, which means it can be used on any other GSM network.
	One 2 One: In all cases, you're free to do what you want with your phone. Bear in mind though that your One 2 One handset is "locked" to the network which means you cannot sell it for use on Orange or any other PCN network, without agreeing to first pay an unlocking fee. The current rate can be obtained from One 2 One Customer Services.

Why am I expected to pay to unlock my phone? I've paid for it haven't I?

Orange & One 2 One:
Well, although technically you have, in practice you haven't. Your phone has been subsidised by a very large amount and the network obviously doesn't want to see the phone being used on a rival network. The unlocking fee is just a way of recovering some of that lost subsidy for those who want to take their custom elsewhere. Of course, some customers will have paid the subsidy back many times over. However, they still need to pay a small fee to cover the administration. Oftel are looking at the charges and hopefully in the future, the charge to get a phone unlocked will be nominal - assuming you have paid back the subsidy in your time with the network or Service Provider.

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Ordering & Dealing with CJM Communications.

Once you've had your questions answered, you will probably want to browse around the web site and find out more information. It's a large site and we don't pretend that it can sometimes be a little hard to find information when you're in a rush.

The guide below aims to help you find things you need quickly and easily.

How do I find out about a particular phone?

All of the phones are within the relevant network pages. For Orange handsets, you'll need to go to the "Orange Pages", for One 2 One handsets, the "One 2 One Pages" and for Cellnet or Vodafone handsets, the "Cellular Services Pages". You need to look in the pages because they are our Service Provider. You can still find network information from the relevant Vodafone and Cellnet pages and there are links to take you to the section.

How do I place an order for a mobile phone?

If you want to go ahead and purchase a mobile phone with a connection, you'll need to complete an Airtime Registration Form and supply us with at least two proofs. These proofs may include a drivers licence, passport, utility bill or credit card/bank statement. Details of what we need are in the forms themselves, which can be found in the "Ordering Section". Within each network's pages you will also find links to the relevant forms - and if you have frames enabled, you'll see that you can get the forms by clicking in the frame at the bottom of the screen. All in all, it's quite straight forward. Get the form, complete it and fax it back to us (on our fax number) with your proofs. We'll do the rest.

If I place the order by Fax or Email, how do I know it's received okay?

When you fax us an order - it goes to a secure fax with a memory backup facility. Basically, if it went through at your end - we received it okay. If you send us an Email order, there may be a delay and you will still need to send/fax us the required proofs if you're ordering a new mobile phone (unless it's to be supplied offline/without a contract). We don't as a general rule confirm orders by phone unless there is a delay in completing orders. If you wish to receive confirmation, please mark it on your order clearly so someone can call you. If you do not hear anything from your Email order - call us, or send it by fax to our freefax number. We receive a lot of Emails each day and some orders can get lost or corrupted.

I've tried to call you, but just get an answering service. What's happening?

We're a small dealership and unfortunately, for us, all connections must be made by phone. This means that when we are particularly busy, we are unable to take new calls because we're busy on the phone speaking to the networks to connect customers phones. Therefore, please leave a message with the voicemail service or personal answering service that will take these calls. If leaving a message on our voicemail service, please keep the messages short and remember to include your name and contact number. It's amazing how many people either forget to leave a number, or speak so fast as to make it impossible to write down! We try and return all calls but can't always do so immediately - so please give a contact number where you can be reached later on. Again, it's common for us to be unable to get back in touch with people - even after just an hour or two since the call was received!

Emailing enquiries can often get a speedier response. It's now possible to automatically receive price information by Email by clicking special buttons on the site. This means you can get price guides, connection form and information by Email for reading at your own leisure.

Do you provide the same level of service as the high street dealers?

We are not only generally more established than a lot of high street dealers, but also have the added advantage of dealing with the manufacturers and networks quite closely because of our news coverage that complements the commercial part of the site.

This means that we are able to get a lot of news and information, that is passed on to customers, in advance. We can therefore advise people on purchasing a phone in a much better way - by being able to tell people to hold off if a better solution is imminent for example. We've always had the policy on being honest with customers and being upfront. While we can sometimes lose sales to people who still go ahead and make a purchase elsewhere, we know that the people who take our advice are usually much happier and come back to us or recommend us to friends and colleagues.

If I can find a better deal elsewhere, what are you prepared to do about it?

It's not that often that other dealers have better deals, but it can happen from time to time. Sometimes it can be down to us simply not having updated our site quick enough but every now and then someone else has a deal that impresses even us!

Whenever a rival dealer has a good offer, we always like to compare it like for like with our own deal. In many cases, there are "catches" such as inferior accessories being bundled (we always give the same accessories that we sell, not cheap "giveaway/throwaway" items that many dealers like to throw in). If it does compare with our own deal and we're more expensive, we'll price match it without question. If it's too good for us, then we'll recommend you go for it - thankfully for us, that hardly ever happens!

Sometimes it is a little hard to make comparisons when many dealers are including within their adverts things like "inclusive airtime", "free insurance" and other things that the network includes as standard. We try and advertise over and above the standard package deals, which means it is not necessarily totally obvious that a lot of the things they advertise are included with our deals too. In fact, the things they advertise are available EVERYWHERE. Clever advertising? Possibly, but we also think it's a little sneaky as you're not getting anything more than normal.

I've seen loads of phones for 99p or even free? Why don't you push these more?

There are a few reasons why we don't go crazy about free phone deals. Obviously, with the really low end models - dealers are able to offer loads of freebies and some deals include loads of accessories. This confuses us a little at times. If someone wants a low budget phone, it's probably going to be for really low usage or emergency use. Why then is that customer given loads of extra batteries, in car chargers, holders and so on?

Likewise, it's always strange that a dealer can be so desperate to sell a phone for 99p that they have to include loads of things that the customer probably doesn't need or want. If they can't manage to sell a phone for 99p on it's own merit - then there's probably a good reason to steer clear from buying it at all.

A few of the phones we sell are free of charge too, but we don't push them over phones at other price points - you decide what you want based on the specifications of the models concerned.

There is a market for every type of phone and when you consider that a mobile phone could be one of the most important things you'll own - you should put in the same thought as buying a car, television or fridge freezer. After all, you're going to own it for some time and shouldn't be looking at the smallest investment.

You get what you pay for - so think carefully when making that purchasing decision.

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