The OVIVO Mobile Code of Practice gives you a clear guide to our services and explains our procedures for complaint handling and dispute resolution if you have a problem. It doesn’t affect your legal rights, or form part of a contract between you and us.
Our contact details
To contact us, simply call 263 from your OVIVO mobile phone. Calls are charged at standard rates. You can call us from a landline on 0115 9658347.
Calls are recorded and monitored for quality control purposes.
You can also write to us at our Head Office:
OVIVO Mobile Communications Limited
65 Walton Street
London
SW3 2HT
Our code of practice on customer service
OVIVO provides mobile voice and data communications services in the UK and in other countries through its Network Partners. Our services include voice calls, text, Mobile Internet and picture messaging.
Customers can obtain a SIM card for service and use this in any of our supported devices, by visiting this website and going to our Sign-up page.
Pricing
Please visit our Pricing page for the latest prices. From time to time, OVIVO will issue new prices and services, which will be displayed on our News Page and updated on our website accordingly.
Payment options
As we are a prepay service provider only, we accept payment in a variety of Debit or Credit Cards, including PayPal.
Account Management and Call History
You can view your call history for the last 90 days, by logging into your account on this website.
Checking for performance and quality
Our network partner, regularly carries out surveys to make sure were achieving customer satisfaction and network quality. Their quality management system is independently assessed by the British Standards Institute (BSI) and meets ISO 9001:2000 quality standard.
Our exchange and refund policy
You have the option of asking for an exchange or refund within ten (10) working days. Working days are Monday to Friday and do not include weekends or UK public and bank holidays. You may be asked to return your SIM card intact and operational, to our head office address, in order to receive a refund.
What to do if your phone is stolen
In the unfortunate even that your phone is stolen, please inform us immediately. Alternatively, you can disable your SIM card, through the My OVIVO account portal. If you let us know your mobile phone has been stolen, well add it to the UKs database of stolen mobile phones. This will quickly stop it being used on any UK mobile phone network.
Cancelling your agreement how you can end services
If you have a pay as you go mobile phone, you can simply stop using it. Should you wish to stop any communication from OVIVO, please inform us and we will remove your details from our customer database.
Our complaint handling procedure
This section of our code of practice sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.
If youre not happy with our service and would like to make a complaint, please contact us first by calling 263 from your OVIVO mobile phone, and one of our advisors will try to sort out the problem. Calls are charged at standard rates. Alternatively, you can e-mail us at support@ovivomobile.com or write to:
Customer Relations ManagerOVIVO Mobile Communications Limited
65 Walton Street
London
SW3 2HT
If after eight weeks we still cant sort the problem out for you, or if we have written to you explaining that we have reached deadlock, you can then refer the issue to The Ombudsman Service for independent resolution. They will provide a free, independent service to investigate your complaint, provided it falls within their terms of reference, though you must have gone through our own complaints procedure first before they can help you.
You can find out more on their website at http://www.ombudsman-services.org/contact-us-communications.html or email them at
enquiries@os-communications.org
Or, you can write to them at:
Ombudsman Services: CommunicationsPO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Textphone: 0330 440 1600
Alternatively, your local Citizens Advice Bureau or trading standards office may be able to help please contact them direct.
OVIVO Operates a Zero Tolerance Policy with regards to undesirable conduct by customers
Our staff will always maintain a courteous and friendly approach to help resolve any issues you may have. In any instance where a member of our staff receives abuse, threats or is the recipient of undesirable conduct by a customer, the matter will be investigated immediately by our Customer Relations Manager. OVIVO reserves the right to withdraw service in line with our terms and conditions if it deems that any conduct from a customer is undesirable, abusive or threatening.
Your customer rights
Keeping your number
If you currently have a mobile phone on a different network and want to change to OVIVO, you can keep your mobile number when you transfer. This is known as porting.
To transfer your number, you have to contact your current network provider and ask for a porting authorisation code (PAC).
STOP command for premium texts
If you want to stop receiving unwanted premium rate text messages from 3rd Parties, simply send a reply to the service with the word STOP at the start of your text message. All 3rd Party services are now obliged to recognise the STOP command so that you can easi