Frequently Asked Questions
Mobile Services

All SIM cards supplied will be Triple SIMs (Standard, Micro and Nano). Triple SIMS can be broken down to the required size of your device.

Once the connection status on your order detail says confirmed, the expected date column will state when the connection is due to go live.

We will need at least 3 working days’ notice if there is an amendment required for your activation date. In this instance, please contact our Order hub team at orderhub@2circles.com or on 0800 4700 007.

New Connection:

The new SIM provided will be connected on the activation date given. On the day you will need to plug in the new SIM card to your handset. We hope your connection will be up and running as early as possible, but please note that it can take up to 24 hours to complete.

Porting Connection (moving from another network e.g. EE to O2):

The port can happen at any time on the activation date. When your current SIM stops working, plug your new SIM into your handset. If at any point during the porting process you experience conflicting service, we recommend rebooting your device.

Migrating Connection (Staying on the same network e.g. O2 to O2)

If a new SIM has been allocated to your migrating number, a SIM swap is required and will take place at any time on the activation date. Once your existing SIM stops working, plug in your new SIM. If you have not been allocated a new SIM, please retain your existing SIM card in your handset. You may lose service whilst the migration completes, if this is the case then please reboot your handset and the service should resume.

See the below table for the ways you can transfer your contacts and content from your old device to a new device.

All our connections will be set up to Roam unless requested otherwise upon connection. We recommend contacting your SCG Together account manager before travelling so we can advise the best option for your trip.

All our connections will be set up for international use unless requested otherwise upon connection. We recommend contacting your SCG Together account manager before travelling so we can advise the best option for your trip. If you need your device barred, you can do this via the customer portal or by contacting your account manager.

If there is an amendment required for your order, please contact our Order Hub team at orderhub@2circles.com or on 0800 4700 007.

These communications can be 2 working days apart, if you haven’t received the communication you are expecting please contact orderhub@2circles.com or 0800 4700 007.

These communications can be 2 working days apart, if you haven’t received the communications you are expecting please contact orderhub@2circles.com or 0800 4700 007.

All our connections will be set up as standard with 5G and Wi-Fi Calling.

We can provide a spending limit, please contact your account manager to set this up.

Yes, pro-rata applies to your allowance, depending upon the date within the month you are connected.  For example; connecting on a 2GB Tariff on the 15^th would only give you 1GB of data to use for that month.  Then from the 1^st of the next month, you will have the full 2GB allowance.

The mobile Networks do not recommend porting when outside of the UK. Though the number port can still be completed, you may experience severe delays. If you are abroad or plan to be abroad on your current port date, please let us know asap and we can try to organise an alternative date.

You can set your data limit on Android by going to Settings>Data Usage. On iPhones you can complete a manual check via Settings>Mobile Data. ​Third-party apps such as My Data Manager, Data Count and Onavo Count are also available.

Where possible, SCG will provide 80%, 90% and 100% data alerts.

Please note that this is not a guaranteed service and in certain circumstances, you may not receive a notification that you are close to or have exceeded the tariff limit.  We will not automatically cap your data once you exceed your tariff limit, and highly recommend that you use a data management app on your device to monitor and control your data usage to avoid any excess charges.

If you require a spend cap please contact your account manager to set this up for you.

All connections will allowance reset on the first of every calendar month.

Yes, you will be charged the out of bundle rate for your plan per MB (plus VAT) for any data over the allowance until the end of the current month.

You can top up your data allowance for the remaining period of the month.

For both top up & tariff changes, please contact your account manager on 0800 4700 007 for more details.

Alternatively, if your usage is close to your maximum allowance, switching off your mobile data can help reduce unnecessary usage.

If your SIM card is lost or stolen, you must call us immediately on 0800 4700 007 to place a bar on your connection and stop any unauthorised usage. Customers are liable for any usage until they have contacted us to place a bar on their account.

Please contact your SCG Together account manager via email or on 0800 4700 007 with the below information, we will then organise a new SIM to be delivered.

Mobile Number(s)

When to Activate

Delivery Contact Name and Address

On O2 we are able to offer eSIM for compatible devices. We are currently unable to support Apple watches or wearables. If an eSIM is required please request with your account manager.

An eSIM is a virtual SIM, digitally embedded in your phone that stores the data needed for your phone to connect to the O2 network. It’s similar to a traditional plastic SIM, but removes the need to put a physical sim into your phone.

eSIM allows you to:

• Use one number for business and one for personal calls on the same device
• Add a local data plan when you travel abroad
• Have separate Voice and Data plans
• Have Multiple Numbers & Multiple Networks on one Handset

There are multiple bars available to apply to your connection. You can request them via your customer portal or contact your SCG Together account manager via email or on 0800 4700 007.

• Making and receiving calls and sending texts when you’re abroad In the Networks Europe Zone (e.g. a call from France to France) it will just decrement from your allowance as within the UK.
• Calls and texts to the United Kingdom from any country within the Networks Europe Zone (e.g. a call from France to UK) it will just decrement from your allowance as within the UK.
• Calls and texts whilst abroad within the Networks Europe Zone to any other country within the Zone (eg – A call from France to Spain), it will just decrement from your allowance as within the UK.
• Calls to your voicemail and receiving voicemails
• When you use data in the Networks Europe Zone it will just decrement from your allowance as within the UK.

• Making calls or sending texts when you are in the United Kingdom to other countries
• Making calls or sending texts to premium rate numbers and other non-geographic numbers (which can vary over time) aren’t included
• Making calls or sending texts from within our Europe Zone to a country outside the Networks Europe Zone.

The countries available for RLAH vary across our 3 different networks. Please see below.

O2

Austria, French Guiana, Latvia, Reunion Islands, Azores, Germany, Liechtenstein, Romania, Belgium, Gibraltar, Lithuania, Saint Barthelemy, Bulgaria, Greece, Luxembourg, Saint Martin, Canary Islands, Guadeloupe, Madeira, San Marino, Croatia, Guernsey*, Malta, Slovakia, Cyprus, Hungary, Martinique, Slovenia, Czech Republic, Iceland, Monaco*, Spain, Denmark, Ireland, Netherlands, Sweden, Estonia, Isle of Man*, Norway, Switzerland*, Finland, Italy, Poland, Vatican City, France, Jersey*, Portugal

EE

EE EU Zone 1

Guernsey, Isle of Man Jersey, Republic of Ireland

EE EU Zone 2

Austria, Belgium, Bulgaria, Croatia, Cyprus (south), Czech Republic, Denmark, Estonia, Finland (inc. Aland Islands), France (inc. French Guiana, Guadeloupe, Martinique and Reunion), Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (inc Azores and Madeira), Romania, San Marino, Slovak Republic, Slovenia, Spain (inc. Canary Islands, Ceuta and Melilla), Sweden, Switzerland, Vatican City (Italy)

Vodafone

Voda EU Zone 1

Austria, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French territories, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy (inc. Vatican City), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal (inc. Madeira), Romania, Slovakia, Slovenia, Spain (inc. Balearic Islands), Sweden

Voda EU Zone 2

Albania, Bosnia & Herzegovina, Guernsey, Jersey, Isle of Man, Faroe Islands, San Marino, Switzer­land, Turkey

Please note that as of 1st July 2020 all SCG Together Vodafone connections will be subject to the following changes: Kosovo will be included in Europe Zone 1. Turkey will be removed from Europe Zone 2 and will move into the World Traveller zone. 

If you’re in the networks EU RLAH zone and you run out of an allowance and keep using it (for example, if you run out of data but keep on using data), you’ll be charged standard UK out-of-plan rates.

Our Roam Like at Home services are not intended for permanent Roaming. To keep hold of the benefits of our Roam Like at Home services users must have permanent and stable links with the United Kingdom. This means that Users must spend a total of 2 months or more during any 4-month period within the UK. If a User’s usage in the networks EU RLAH selected countries suggests permanent roaming is taking place after a two-week period after being alerted by SMS, they may either be charged a surcharge for roaming services, or if deemed necessary have their connection disconnected by the network.

If they feel that this has been done incorrectly, the Customer may dispute the networks determination that a Connection is permanently Roaming by contacting their account manager and submitting evidence of their permanent and stable links with the United Kingdom.

In addition to requiring stable links with the United Kingdom, use of certain Euro Service Plans with unlimited allowances may be subject to a fair use policy. If a User exceeds the fair use policy for a Euro Service Plan, the network may contact the User by SMS advising that the fair use policy has been exceeded and that Charges will apply for any further Roaming use within the networks EU RLAH selected countries during the then current billing period.

Please select your network

• O2
• EE
• Vodafone

If you don’t want to use data abroad, we recommend switching off data roaming on your device. This will stop the you from accessing the international data network. Please check the operating manual for the device you are using to activate/deactivate this feature.