Frequently Asked Questions

Experience shows that a number of products returned for repair are in reality no-fault-found. This is the reason we have designed this Frequent Asked Questions section, which enables you to answer some usual questions before sending back your product for repair.

My phone doesn't switch on. What can I do?

This problem can originate from the phone itself or the battery or the charger.
If possible, try to use your phone with another battery, previously charged on a different phone or charger.
If the product still won't switch on, return it with its battery and any charging equipment that you may have bought.
If it powers on, go to next question.

My battery doesn't charge up. What can I do?

This problem can originate from the phone itself or the battery or the charger.
If possible, try to leave the phone on charge for 2 hours with another battery and/or on another charger. Proceed by elimination.
If in doubt, return the whole lot (terminal + accessories). Make sure you read our returns procedure.

What should I do if my phone doesn't keep the charge?

It is important that you know that your battery's autonomy is as individual as you. It depends on the personal way you use your mobile, your place of residence, etc. The main factors that influence your battery's autonomy are:

· The technology of the battery (Nickel-Cadmium, Lithium-Ion…)
· The ratio of usage of your mobile (time spent on standby and time in communication)
· Your moves (car, train…) - they reduce battery autonomy even if the product remains on standby
· Distance between your mobile and the network operator's closest base station.

However if in normal conditions of use you notice a significant gap with the Manufacturer's datasheet, it could be due to a defect in the mobile or battery. In that case, please return the complete set (terminal + accessories). Before you do so, make sure you read our returns procedure.

Remark: Lithium-ion batteries are the only ones not to suffer from a memory effect. Other types of batteries should be fully discharged before put on charge. To recharge your battery before it's empty can create a memory effect that will penalise its autonomy.

My mobile cuts in communication - what should I do?

If you use your mobile a lot on the move and this problem occurs intermittently, it is likely that this is due to the network of your operator and not a defect of your terminal.
Check also the state of your antenna. A bent or damaged antenna can cause signal loss.

However, if in an area where you usually have a good signal, you notice signal strength problems during a significant period of time (more than 24 hours), please follow our returns procedure. Our technical team will carry out a full diagnosis of your product.

What do I do if I lock my SIM card (e.g. enter 3 bad Pins)?

This problem should be reported directly to your Operator's customer services (e.g. for One-2-One). They will provide you with a PUK (PIN Unlock Code).