Help & Support
Still need help? Here you will find some useful FAQs and contact information.
What if the device I want is not listed on the popular smart phones section?
All of the available devices are listed within the Mobile Device Catalogue
What if the device I want is not listed within the Mobile Device Catalogue?
We are only able to supply the devices that are listed within the Mobile Device Catalogue, however there may be a number of suitable alternatives available to you.
Do you offer different length contracts other than than those detailed within the available device and plans section?
We publish all our available plans within the Available Device and Plans section.
How long will it take my device to arrive?
All orders are logged with Information Services (IS) and are then purchased through our supplier Vodafone. Vodafone normally process orders within 5 working days depending on stock availability.
If your mobile phone is required more urgently please get in touch with Service Management on 0131 650 9299.
I want to order a new phone and keep my old number but don’t have a Porting Authorisation Code (PAC).
That is ok, you can still order your device and then supply us with your PAC code once you receive it from your mobile provider. Please Note: PAC codes usually last for 30 days (dependent on the mobile provider). Once you have the PAC please complete the Number Transfer Request Form.
Can I use my mobile device abroad?
Yes, please request roaming to be enabled via an email to Service Management. Please be aware, additional charges for roaming will apply. For countries within 'Europe Zone 1' there are no roaming charges, provided you remain within your current UK allowance for Data, Calls and Texts.
|Europe Zone 1 Countries|
|Austria, Azores, Belgium, Bulgaria, Canary Island, Croatia, Cyprus, Czech Republic, Denmark (inc Faroe Islands), Estonia, Finland, France (inc Corsica), French Guiana, Germany, Gilbraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Reunion, Romania, San Marino, Slovakia, Slovenia, Spain (inc. Balearic Islands), Sweden, Switzerland, Turkey, Vatican City.|
|Europe Zone 2 Countries|
|Albania, Bosnia & Herzegovina. |
|USA & Canada.|
|Rest of World (ROW)|
|All other countries.|
All roaming bolt-ons are on a pro-rata basis. For example, if you only have the bolt-on enabled for a week, you will be charged a quarter of the amount for a quarter of the data / calls. If you use the full allowance in less time than the full month, you will still be charged the full amount.
Roaming bundles must be requested to be added and removed as needed.
Without any roaming bolt-ons enabled, the following standard charges will apply (Prices exclude VAT):
|Europe Zone 11||Europe Zone 2||Canada and USA||Rest of World|
|Making a Call (per minute)||3.6p||20.42p||82.7p||95p|
|Receiving a Call (per minute)||0.8p||5.95p||44.2p||55p|
|Sending an SMS Text (per text)||1.4p||6.9p||20p||20p|
|Mobile Phone Data2||£1.66 per 50MB||£1.66 per 25MB||£5 per 25MB||£5 per 25MB|
1 Europe Zone 1 charges will only apply if you have gone over your standard UK calls, texts and data allowance for the month.
2 Per day. Meaning if you use less than the stated MBs in one day, it will still cost the full price listed above and will reset for the next day.
Can I use my Mi-Fi (Mobile Wifi) device abroad?
Yes, as long as roaming is enabled on the mobile number. Please get in touch if you would like us to check this. Please note it will also be subject to the standard cost that applies to mobile phone data when abroad.
What do I do if my device is faulty?
Please contact the IS Helpline to diagnose the issue. If a device is proved to be faulty, we will send it to Vodafone for a replacement / repair. There will be no charge for this if it is damage covered by warranty. For damage not covered by warranty the repair / replacement cost will depend on the device model and its condition. Please contact us to confirm the charges in these cases.
Your warranty lasts for 2 years and covers any fault or problems you may have with hardware or software in your device, but it does not cover accidental or liquid damage.
Note: Battery faults are covered by the warranty though natural battery degredation in performance is to be expected with use.
If your phone is sent to Vodafone for a replacement / repair please remove the SIM Card, Battery and Phone Back Cover (if removable) before exchanging for the replacement device. Vodafone do not replace parts sent to them in error, and this could result in a new device being ordered, which your deparment/ school will be liable for.
If your iPhone is faulty or damaged, Vodafone require 'Find my iPhone' turned off before we can book it in. Information on how to do this can be found on Apple's Support Pages:
It's not a fault but I need someone to help me with my device. Can you send someone?
If you need support with your device, and it is not a fault, please get in touch with your Local School Helpdesk or the IS Helpline.
How long will my replacement / repair take?
If Vodafone can provide a replacement, this can take up to 5 working days.
If you phone is being repaired this can take a minium of 2 weeks.
How can I find my IMEI number?
You can find your IMEI using one of the following ways:
- By entering *#06# on your phone’s call screen.
- On the back cover of your mobile phone
- Printed on the SIM Card tray.
- Detailed on the box your phone.
How do I setup emails on my phone?
All information regarding email setup can be found on the Office 365 email support pages.
How do I setup other University of Edinburgh services on my phone?
Not all services and applications are mobile compatible. You should look up any instructions available for your service or application and enquire with the supporting team or IS.Helpline@ed.ac.uk. The Information Services EdWeb pages are a good starting point to find instructions and guidance documentation.
What is Vodafone's coverage like in my location?
You can view coverage by location using Vodafone's UK coverage checker, where you can select coverage for 3G, 4G etc.
What is Fairphone?
Fairphone is the world's first ethical, modular smartphone. More information can be found on the Manufacturer's website.
How do I order the Fairphones?
Please note, the Fairphone is not currently available to order through our Managed Mobile Service. Please see the Fairphone website for more information.
Can I use my Managed Mobile SIM in the Fairphones?
Yes, our Managed Mobile SIMs, provided by Vodafone, will work in the Fairphones. However, the Fairphones themselves are not ordered through Vodafone.
Can I view the billing information for my contract?
The University of Edinburgh is billed centrally so there are no separate bills available to individual users. However, Department Admins can have access to our Managed Mobile Reporting Dashboard. This dashboard shows Usage costs and Total Charges for each number assigned to them. Please speak to your Admin team to request a copy of this data.
I look after the mobile contracts in my department but do not have access to the Managed Mobile Reporting Dashboard
Please contact Service Management to request access to the reporting dashboard. Please supply all the mobile numbers that you manage and we will set this up for you.
What reporting is available?
We provide access to 13 months of reporting data to the Admins that look after the mobile contracts in their department / area. These reports show the usage costs for each number and the total charges for each month (Total Charge = Usage Cost + Contract Price + Service Management Admin Fee). Please get in touch if you would like more information on these reports.
The specific prince plan and device that you or user has is not currently available on the reports.
When does the dashboard get updated?
Vodafone provide us with the bill for each month at the end of the next month. So for example, March's bill will encompass February's usage period. We would normally process this bill in the last week of the month or first week of the next month. So March's bill (for February's usage) will be processed end of March, start of April.
I have access to the reports and have a question / would like to give feedback on them
Please do get in touch. We would love to hear your thoughts on these reports and are open to suggestions for improvement.
What are my options when my Managed Mobile contact ends?
After 30 days or 24 months (depending on your price plan) unless you cancel or change your contact it will continue to “roll on” on a month by month basis.
What is the contracted data usage period?
The mobile data period runs from the 1st to the last day of each month. So, your available data allowance will reset again on the first of each month. if your contract starts in the middle of the month, the first available allowance will be 'pro-rated' for the remainder of the first month and will reset again on the 1st.
Am I able to keep my old phone for personal use after my contact has ended or I choose to upgrade?
The University has a policy on the reuse and recycling of computers and other electronic equipment. Individual Schools/Units are responsible for maintaining a register of what equipment they have including the re-use, re-purposing or disposal process.
Mobile devices are classed as computing devices so should be treated the same as any other equipment within this policy. We would like to highlight that if equipment is still useable then the first action should be to cascade this within their own unit before looking to pass this on to staff member private ownership.
If the school/unit decides that transferring to staff member private ownership is acceptable then you should:
- You have written approval from the administrator who is responsible for the mobile phone billing for your department / school.
- You are able to provide us with the exact model of the phone.
- You have the IMEI number for the device. (found by entering *#06# on your phone’s call screen.)
The security of University data should be considered when a mobile device is to be used for personal use. Departments are responsible for their own devices and should remove all data / factory reset the phones before handing them over.
If your department agrees to sell the device we do not provide a recommended value for this and this must be decided between the buyer and your Department admin(s). Your department must then raise an invoice, correctly accounting for VAT. The Income Section can offer advice on this process.
As an Admin, what are our options for when a device is returned to the department? For example, when a staff member upgrades to a new phone or leaves the University?
It is up to you and your Department what you do with your devices. If you keep it as a spare, please ensure the device is factory reset.* You could also arrange for it to be disposed of. For more information on this please see the University's Waste electrical and electronic equipment (WEEE) pages: WEEE information
* Please note that Android devices have an extra security feature when resetting them. You'll will need the the original Google Account email address (Gmail) that was used on the device previously in order to complete the reset before it can be used by the next person.
What happens if I go over my UK data allowance?
If you go over your UK data allowance and continue to use data, you will be charged at a rate of £5 per 250 MB of UK data. To avoid these charges please use WiFi internet as far as possible and only use data where absolutely essential (e.g. where WiFi is unavailable or you are travelling). Your device may also allow you to monitor your data usage. If you are unsure how to monitor data usage on your device please check the Manufacturer Support Pages below these FAQs. For further assistance on data monitoring please do feel free to get in touch.
Note that Video Conferencing, streaming and file downloading on your Managed Mobile will use a large amount of data and should be avoided where possible. Continuing to do these things may result in significant charges to your department / budget. If you need to use your mobile data for conferencing (for example, when WiFi is not available) we suggest using audio only and to turn off incoming video. We also recommend you do not use your University mobile for non work related activities unless explicitly approved by your Department.
Can I cap the data I have used?
There is currently no option to cap data. Depending on the model of phone that you have, you can apply data usage warnings and monitor usage. Please check the manufacturing support pages for support with doing this. Note - iPhones can show you the amount of data used but will not warn or limit you when reaching a defined amount.
Can I block a device from being able to use premium numbers?
Yes. Please get in touch and we can apply a block that will prevent a number from using premium rate numbers such as competition entries and chargeable phone calls.
Manufacturer support pages
Still need help?
If you need support with the general running and configuration of your device, please get in touch with IS Helpline or your Local School Helpdesks.
Please contact Service Management for any help with Orders, Avaliable Devices and Plans .
Phone: +44 (0)131 650 9299