Frequently Asked Questions
Below you can find answers to the most frequently asked questions by PhoneGoods customers. Simply click on a question to discover the answer!
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Q1 - What is mobile phone unlocking?
A1 - Mobile phone unlocking is a procedure used to remove the network restriction on a mobile phone so that the phone can be used with sim cards from alternative network service providers. {Back To The Top} |
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Q2 - Why would I want to unlock my mobile phone?
A2 - An unlocked mobile phone gives you more choice because you can use alternative network sim cards. The obvious advantage is simply that you can change network if you become unhappy with your current network. Maybe you want to use two or three different networks at different times to get the best value. People who travel can purchase and use a prepaid sim card from the country they travel to, or a dedicated 'travel sim'. This helps to avoid the extremely high 'roaming' charges imposed by networks when roaming in another country. {Back To The Top} |
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Q3 - What is involved in the unlock procedure?
A3 - The answer to this question depends on the phone model. Most phones can simply be connected to our advanced unlocking equipment and unlocked in seconds, however some phone models must be unlocked using a 'Testpoint' procedure. Phones requiring unlocking via 'Testpoint' must be flashed with new firmware (flashing removes all phone software and contents and then restores the phones software so ensure you make a backup of any important contents on your phone). Once the phone has been flashed it must be disassembled. Testpoint probes are then connected to specific points on the phones mainboard to allow the unlock procedure to be completed. {Back To The Top} |
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Q4 - What are the risks?
A4 - As with any procedure of this nature there are risks, however there have been very few cases where a mobile phone has been damaged during an unlocking procedure. Our policy is simple - if your phone develops a fault as a result of the unlocking procedure, we will endeavour to repair the fault. If we are unable to repair the fault, we will endeavour to replace the handset. Obviously this applies only to phones that develop a fault as a result of the unlocking procedure. All phones submitted for unlocking are subjected to various tests and any faults are brought to the attention of the customer prior to the unlocking procedure being performed. {Back To The Top} |
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Q5 - Is mobile phone unlocking illegal?
A5 - This depends on your definition of the term 'unlocking'. If the mobile phone is your legal property and you simply wish to remove the network restriction so that you can use alternative network sim cards in the phone, unlocking is NOT illegal. However, if you have a mobile phone that has been 'blacklisted' by the network, this phone is the legal property of the network / insurance company and attempting to remove any restriction IS illegal. The subject of 'blacklisted' mobile phones is covered in question 8 below! {Back To The Top} |
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Q6 - How long does the unlock procedure take?
A6 - For postal unlocking customers the turnaround can be as quick as 48 hours. Customers visiting the store can get most phones unlocked in minutes, however some phone models can take up to 3 hours to unlock. {Back To The Top} |
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Q7 - Will I lose any information from my phone?
A7 - Although most phones can be unlocked without affecting the phones contents, some phone models must be 'flashed' prior to unlocking. This is much like formatting a home PC and re-installing the operating system. If your phone requires flashing prior to unlocking, all of the phones contents (contacts, pictures, music, videos, games, applications etc.) will be lost, therefore you should make a backup of any important contents from your phone prior to submitting your phone for an unlock procedure. {Back To The Top} |
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Q8 - My phone is blacklisted - can it be unlocked?
A8 - Mobile phones are 'blacklisted' because they have been reported lost, stolen or otherwise unsuitable for use. PhoneGoods will not perform any procedure that will allow the use of a blacklisted handset. Any blacklisted handset submitted to PhoneGoods for unlocking will be handed to the appropriate authorities along with the details of the customer. Attempting to unlock a blacklisted handset can result in a hefty fine, up to five years inprisonment or both! {Back To The Top} |
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Q9 - What payment methods can I use?
A9 - We accept payment via most credit/debit cards through the 'Protx' or 'PayPal' payment gateways. Postal unlocking customers also have the option of sending a 'Sterling Postal Order' with their mobile phone. {Back To The Top} |
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Q10 - How do I send my phone to PhoneGoods?
A10 - Customers sending their mobile phone to PhoneGoods for unlocking are responsible for ensuring the phone reaches us intact. We recommend you package the phone well to avoid any damage in transit. We also recommend you send your phone via 'Royal Mail Special Delivery' because your package and it's contents will be insured up to £500 and the package will reach us before 1pm the next working day. {Back To The Top} |
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Q11 - I don't live in the UK or Ireland, can I unlock my phone with PhoneGoods?
A11 - Unfortunately we are unable to provide our postal unlocking service to customers outside the UK and Ireland. This is due to the high cost that would be incurred by the customer sending the phone to us from an international location and also the high cost of returning the phone to an international location. {Back To The Top} |
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Q12 - What repair services do PhoneGoods provide?
A12 - PhoneGoods will undertake most mobile phone repairs including LCD repair, housing replacement, software repair and much more. You can find out more HERE. {Back To The Top} |
