We are part of the PE family

We have exclusive offers for PE customers; you can see all your bills and usage through the PE app and you’ll always be able to speak to one of our agents if you need help

We run on the UK’s largest 5G network

Yes; please visit the EE Coverage & Network Status Checker | Check your signal to see what the coverage is like in your area.

We support voice calling over Wi-Fi, so if you have Wi-Fi you can make crystal clear calls regardless of the network coverage.

We offer a wide range of mobile devices from leading brands, including Apple, Samsung, and Google. We can also help you choose the right device for your unique business needs.

No; all of our devices are unlocked.

Yes; we can supply you with either a physical SIM or an E-SIM

All of our bundles include unlimited voice calls to UK landline & mobile numbers along with unlimited texts to UK mobiles. We then have a range of data bundles available to suit your needs from 10GB per month to 100GB.

Yes; when you are in the EU you can use your phone as if you are in the UK without paying any extra fees. If you are outside the UK then roaming charges will apply. Please visit Terms & Conditions | Pozitive Telecom to see what the cost will be for the country you are visiting

Of course. You will need to get a PAC code from your current provider. This can easily be done by texting the word PAC to 65075. When you have your PAC code either go to our portal or give us a call on 0333 370 9900 and we can transfer your number over.

Log into the portal using the details provided in your Welcome email and select “My SIMs” from the left hand menu then select the number you want to activate and click “Activate SIM.”

Yes; each year on April 1st we will increase prices by CPI (Consumer Price Index) plus 3.9%. You will be notified in advance of what this will mean for your monthly payments, though it is always our focus to keep costs as low as possible.

Our physical SIM cards cater for all sizes, but most devices now take the nano (smallest) SIM which you will be able to pop out from the SIM card we send you.

No; when you call us you will be able to speak directly to one of our Telecom specialists who will be able to help you.

In addition to fantastic offers on devices, we have great value SIM only plans. These allow you to keep using your existing phone and only pay for the voice, texts & data you need.

Introduction

Telephone numbers in the UK are set out in two sections: geographic (01 and 02) and non-geographic (03, 084, 087, 09, 118). As you would expect, geographic numbers are generally linked to a location. Non-geographic numbers, unlike geographic telephone numbers and the cost of calling non-geographic numbers, is not linked to a specific UK location i.e. a town.

The costs of calling any non-geographic number can vary and you should always check the rates associated with these calls Terms & Conditions | Pozitive Telecom .

What are Non-geographic numbers

Non-geographic numbers include numbers beginning with ’03’, ‘084’, ‘087’, ’09’ or 118 .

Sometimes, these numbers are called ‘Service’ or ‘Premium Rate Service’ numbers and have a two-part charge for calling them.

Calls to 03 numbers

03 numbers are increasingly used by businesses as their main customer contact numbers and for business to business communication. Calls to 03 numbers have to cost the same as calls to 01 and 02 geographic numbers. So, we’ve included calls to these numbers as part of your package.

What are Premium Rate Services (PRS)?

Premium Rate Services (PRS) are regulated by the Phone-Paid Services Authority and are sometimes known as Phone-Paid Services. These non-geographic numbers (those beginning 087, 09 & 118) can be used to make purchases and the charge is made to your phone bill.
Numbers which support Premium Rate Services are often used to call services such as: recorded information, competitions, voting, directory enquiry information, advice or chat lines.
Those companies providing these services, as mentioned above, are called Service Providers.
It is important to note that calls to these services vary considerably and it is important to check the cost of calling to avoid large bills. Please see our price list Terms & Conditions | Pozitive Telecom . The Service Provider should make it clear in their adverts the cost of making calls to their service.
Sometimes, non-geographic Premium Rate Services are called Number Translation Services and the terms NTS and PRS are used interchangeably.

Other non-geographic numbers begin:

• 0800 and 0808 numbers or ‘Freephone’ numbers are free to the caller from landlines and mobiles. These calls will not be shown on your bill.
•  Texts or Short code numbers which can be 4, 5 or 6 digits in length are called SMS (Short Message Service) short codes. These are often used by businesses to allow customers to opt-in to SMS campaigns, alert services, or to enter SMS competitions. Like Premium Rate numbers, these may cost more to call/text than standard numbers. See our price list Terms & Conditions | Pozitive Telecom .
•  070 referred to as ‘Personal Numbers’. These are often used as a ‘follow me’ service where calls are diverted from one number to another. Therefore, the person being called keeps their number private. 070 numbers differ from mobile numbers which usually begin with 071 to 075 or 077 to 079. See our price list Terms & Conditions | Pozitive Telecom .

Cost of calling non-geographic and Premium Rate Service (PRS) Numbers

Calls to non-geographic numbers (calls beginning 084, 087, 09 and 118) are charged in two parts – the Access Charge and the Service Charge.
The Access Charge is charged by us for originating and passing the call over our network. This charge is made at a pence per minute rate. See our price list Terms & Conditions | Pozitive Telecom .
The Service Charge is set and charged by the network operator who terminates the call and enables you to access the service (Service Provider) once your call is connected. This charge should be made clear and advertised by the Service Provider alongside their number. This charge is not set by Pozitive Telecom.
Your cost for making a call to a non-geographic number is the cost of the Access Charge and the Service Charge together. Your invoice will show the charge for both elements. We will pass on the Service Charge to the Service Provider.
You will be able to find all the relevant charges in our price list Terms & Conditions | Pozitive Telecom .

Further detail regarding the cost of calling non-geographic numbers

084* – these calls will be charged at no more than 7 pence per minute (inc. VAT) or 7 pence per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.

087*- these calls will be charged at no more than 13 pence per minute (inc. VAT) or 13 pence per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge

09* – these calls will be charged at no more than £3.60 pence per minute (inc. VAT) or £6.00 per call (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.

118* – Directory Enquiry numbers these should not be charged at more than £3.65 (inc. VAT) per 90 seconds or £3.65 (inc. VAT) where the Service Charge is set exclusively at a pence per call rate, plus our Access Charge.

Text Messages & SMS short codes. Usually beginning with 2, 6, 7 or 8 and can be 4, 5, or 6 digits long. Sending texts to certain short codes from your landline can be considerable expensive. Call to the following should always be checked:

• 087 business information lines;
• Mobile games;
• Competitions and quizzes;
• Charity donations;
• Adult entertainment; and
• Chat services.

Please check with the Service Provider the cost of these texts before you send any messages. Alternatively, you can block making calls to these expensive numbers.

*Calls to these numbers may be set at a pence per minute, a pence per call rate, or a rate which combines a pence per minute rate and a pence per call rate. The Access Charge will also be added to any of these variations. You can check the cost of calling Premium Rate Services on the PSA website, found here https://psauthority.org.uk/

Blocking Numbers calls

As the cost of calling numbers can be extremely expensive you may decide to block the ability to dial them. If anyone then tries to dial these numbers the call will not succeed and the cost will therefore be avoided. It does mean you will be unable to access the types of services highlighted above. To activate contact blocking please call Customer Services by:

• Phone: 0333 370 6900
• Email: telecomhelp@pe.solutions
• Post: Pozitive Telecom, Floor 10 (North West), One Canada Square, Canary Wharf, London, E14 5AB

Phone-paid Services Authority (PSA)

The PSA is the industry regulator for all Premium Rate charged services and it publishes a Code of Practice for Service Providers and network operators using these PRS numbers. The Code also covers how these numbers should be advertised and how providers are responsible for complying with the Code.
The PSA investigates complaints about the promotion and operation of services that involve the use of a telephone-based connection to access a Premium Rate number. These include connections from landline telephone, Voice-over-IP telephones, fax, Internet, mobile phone (voice and SMS) and interactive TV.
The PSA’s service is free to consumers and is fully independent.

How to complain to the PSA

The first step with respect to any complaint is to contact our Customer Service team, see the ways to contact the team above, to see if they are able to help. Alternatively, you can get in touch with the Service Provide and they should be able to discuss the charges with you.

If you don’t recognise the number there is a service checker available from the PSA which can be found https://psauthority.org.uk/

Alternatively, you can submit a complaint to them:

• Web: Using the online form found at https://psauthority.org.uk/for-consumers/report-an-issue
• Phone : 0300 30 300 20
•  Post: Phone-paid Services Authority
  c/o Ofcom
  Riverside House
  2a Southwark Bridge Road
  London
  SE1 9HA

When making a complaint it is useful to provide an information you may have with respect to the service. For example, the promotion or advertisement.

At Pozitive Telecom, we appreciate that everyone is different and circumstances change, be it long term or temporarily. We want the end-users of our services to receive the best possible service and we believe everyone should have quality access to connectivity in this digital age. To achieve this, we provide a number of services to support our customers and their employees or authorised users with diverse needs. This includes the needs of persons with disabilities, or those who, as a result of their circumstances, may be vulnerable in some other way. In this policy document, we refer to these persons as “Vulnerable Customers” or “you”.
This policy document states the services we offer to help make life better for everyone, including our Vulnerable Customers.

Identifying Needs

In order to offer a consistent service, it helps if we can record limited information on Vulnerable Customers with respect to the nature of their vulnerabilities and how we can help them better. We may need to ask permission to keep a record of this information, which will be recorded on our system for internal use.

There is no strict definition of a Vulnerable Customer that is required to use our additional services. There may be a number of factors that could influence the cause of a vulnerability. Each one could be temporary or permanent, vary widely, and may not always be obvious. For example, a person may be vulnerable due to factors such as:

• Age
• Physical or learning disability
• Physical or mental illness
• Low literacy skills
• Communication difficulties
•  Changes in circumstances, such as bereavement or financial difficulties. Whilst not everyone with a disability is vulnerable and each person is different, we are ready to provide support services where needed. We would encourage Vulnerable Customers to inform our Customer Service team of their needs to ensure we can offer the appropriate services as soon as possible. Similarly, should a Vulnerable Customer feel the need to flag a change in circumstances, or otherwise update their records, they may contact Customers Services.
• Customer Services can be contacted in any of the following ways:
• Phone: 0333 370 6900
• Email at: telecomhelp@pe.solutions
•  Post: Pozitive Telecom, Floor 10 (North West), One Canada Square, Canary Wharf, London, E14 5AB

If you are hard of hearing, for example, we can help you access different ways to communicating remotely with others and with us.

Please see the list of services we have available to support you below.

Our Services

It is important to note that access to landline or broadband services may not work if there is a power-cut or other power failure. If you rely on these services, in particular for access to emergency services (for example police, fire, ambulance or coastguard services), you should ensure that you have made alternative arrangements.
If you have services, such as medical devices, which rely on your landline or broadband service, it is important you check with the service provider or manufacturer that this service is compatible with our services.
Pozitive Telecom offers a variety of support services. Please get in touch with Customer Services should you wish to request access to a service or discuss any of these services in more detail. Our services include:

1. Alternative Formats: there are various ways we are able to provide documents and information on request. This includes large print, electronic copies, Braille and coloured paper. Nearly all our documents are available in these alternative formats.
2. Directory Enquiry Information: there are various ways we are able to provide access to directory enquiry services and directory information,
   You can also apply for free directory assistance and information by calling BT Directory Assistance on 195.
3. Relay Service: this service is available for both fixed and mobile phones and allows for a conversation to be typed into a phone keypad and then connected with the person being contacted. A relay assistant will help connect you to the person you wish to call and they will assist the conversation.
   For further information on how the services work please follow the link: https://www.relayuk.bt.com/
   Or https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/accessibility/text-relay-guide
4. Priority Fault Repair: if you are relying on your fixed telephone service or your broadband service, you can register for Priority Fault Repair. This service is available to those who depend on these services due to a vulnerability and the loss of this service would pose an imminent risk to your health and safety. Repairs are carried out as soon as feasibly practicable given the nature of the fault, which is often outside of our control and which may prevent an immediate response. Examples would be where adverse weather such as storms or floods prevent repairs from being undertaken.
5. Registering your mobile to send Emergency SMS messages: you can contact the Emergency Services (Police / Fire / Ambulance / Coastguard) by SMS (i.e., “text message”) rather than dialing 999 or 112 – but you need to be registered first. To register, please follow the below process:
   
   • Send the word ‘register’ in an SMS message to 999.
   • You will then receive SMS messages about the service.
   • When you have read these SMS messages reply by sending ‘yes’ in an SMS message to 999.
6. Contact the Emergency Services using British Sign Language (BSL): if you are deaf, hard of hearing or have a speech impediment, you may wish to access video relay services for contacting emergency services.
   999 BSL, is available either via the app or the website and connects you to British Sign Language (BSL) interpreters remotely. The interpreter will relay the conversation with the call handler and emergency authorities.
   You don’t have to register for the service. You can download the app or use a web browser for free. You can make a 999 call via this web address https://999bsl.co.uk/
   You can download the app from https://999bsl.co.uk/download/
   For more detail, please click on this link for a short video about the service
7. Third party bill management: this service enables you to nominate a third party or Power of Attorney to help manage your account. This person will be able to make changes to your account, discuss your account with Customer Services and make payments. This should be a trusted person as you will still be responsible for any actions taken on your account. They will not be liable as they are acting on your behalf and you will still be responsible for the bill.
8. We continually monitor the service we provide and value your feedback.

Charges

Where your use of the service exceeds the limits we set out in our Mobile Fair Usage Policy (which we call ‘unfair use’), we may apply a surcharge to each service you continue to use unfairly. The surcharges for each service are set out below. For more details, see our Mobile Fair Usage Policy

 
For details on Roam Like at Home Band 1 and Band 9 destinations, see Roaming and international calls page.

• (1) Pence per minute. We’ll charge you a minimum of one minute, then for each minute you use after that.
• (2) Price per message. Standard texts have a 160 character limit.
• (3) Keep going over your data allowance? Why not choose a plan with more data, or buy a data bolt-on by giving us a call?
• (4) Call forwarding services aren’t included in your minutes because we don’t count them as a standard UK landline call. 
• (5) We charge for calls either per minute (and billed by the second) or per call as advised by the service provider.

Late payments

If you miss a payment, you might need to pay a £10 late payment charge.

Everything you need to know about switching

It’s really easy to move from your current network to Pozitive. There are just a few simple steps to take so we can get you up and running.

If you’ve chosen to keep your number, we’ll always try to get it transferred across to your new phone or SIM as quickly as possible. Sometimes, though, it can take up to 5 days – this is the same for all networks.

Just so you know, if you request a number transfer after 6pm on Friday, or over the weekend or on a bank holiday, the text to confirm your transfer date won’t come through until the next working day.

Keep my number

Get your PAC: Before you switch, text PAC to 65075 for free from your old phone. You’ll get your PAC code within 60 seconds, and it’ll be valid for 30 days.

Port your number: Once you’ve chosen your new phone or SIM, the easiest way to keep your number is to text PORT to 23424 for free from your new SIM, when it arrives.

Get a new number

Get your STAC: Before you switch, text STAC to 75075 for free from your old phone. You’ll get your STAC code within 60 seconds, and it’ll be valid for 30 days.

Move your connection: Give us your STAC code when you join to move your connection.

Roaming charges vary depending on where in the world you are and where you are calling. We break the calls down into nine zones so you see how much a call will cost from each zone to another.

Charges for roaming in the EU

Outside the UK or EU

If you are outside the UK or the EU you will be charged for all you call minutes, texts and data. Please the see [link] which details all the respective call charges you pay when making or receiving calls when outside of the UK and the EU. This will include sending texts message[2] and receiving calls.

Calls made using Teams, WhatsApp, Skype or other over the top data services will be charged [ taken from ] from your data allowance whether in the UK or roaming. Due to the way you charged outside of the UK or EU we strongly recommend, where possible, you connect to a local WiFi service for all your data services.

Any roaming charges you have incurred will be shown on your next monthly bill.

Other information

What happens if I have a Spend Cap?

If you have a spend cap in place to help control your bills you may need to check it and increase the cap when travelling abroad. Roaming charges count towards your spend cap, so if you reach your limit, we will automatically block usage to prevent unwanted charges. To check your usage please go to [ my account at [link]] and check your daily usage.

Regardless of any cap’s which may be in place we will send you an alert as you reach £50 spend to help you stay aware of your spend.

All calls

If any individual call lasts more than 120 minutes we will automatically cut you off. This applies to all calls whether you are roaming or not.

[1] Calls made using Teams, WhatsApp, Skype or other over the top data services will be charged from your data allowance whether in the UK or roaming.

[2] You will be charged for all text messages. If your text message is over 160 characters you will be charged for a further text message each time you are over the 160 characters.