On the Freedom Price Plan, yes OVIVO to OVIVO Calls and Texts that you make, will come out of your free allowance.  However, outside of your free allowance, you will not be charged for these calls and texts.

On all the OVIVO Pay Monthly Plans, OVIVO to OVIVO Calls and Texts will not decrease you allowance and are completely free.

No, the allowances are as stated against each price plan and not in addition to any of the other states price plans.

For example, with the Freedom Plan, you receive 150 Minutes, 200 Texts and 500MB each month.

If you’’re on the Ibis plan, you receive a total of 250 Minutes, 400 Texts and 750MB.

We support all types of phones, both Smartphones and Non-Smart Phones will work with our service.  Also, we support all types of tablets and USB Modems.

In order to use our service, your device must be completely unlocked so that it can be used with any network SIM card.  This includes devices purchased from Vodafone – These also need to be unlocked in order to use all aspects of OVIVO’s service.

You can upgrade from the Freedom or 500MB plan at any time during the month.  You do not have to wait for the anniversary date of your allowance to move up to one of the larger price plans. Simply complete Our Change Price Plan form and we will upgrade you.

Each month on the same day, your price plan will automatically reset and your credit balance will be deducted by the monthly plan fee.  You will need to make sure you have enough credit in your account on the renewal date by Topping Up your account.

If you don’t have enough credit it your account, your plan will not renew and will expire.  If you forget to top-up, don’t worry as we can reactivate your plan for you once there is enough credit in your account.

In the coming weeks, we will also be launching Automatic top-ups so you don’t have to remember to top up your account before the plan renews.

If you earned a Loyalty upgrade, you can stay on our Loyalty Plan for as long as you like.  However if you are to move onto a paid plan, you will not be able to move back to the previous loyalty plan

The OVIVO Loyalty Programme has now been withdrawn, but don’t worry it will be back later in 2013

- An OVIVO Mobile SIM with our Freedom Plan
- An unlocked BlackBerry Phone
- At least £5.00 of credit in your OVIVO Account

BlackBerry costs £5.00 for 30 days. When you activate it, your account will be charged and it will automatically renew every 30 days as long as your account has credit.  Upon activation, your data settings will be downloaded automatically

Your FREEDOM allowance resets at midnight on the same day each month.

Log onto your account by visiting https://portal.ovivomobile.com and have a look at the start date of your FREEDOM bundle.  At midnight on this day each month, your free allowance will reset.

Your free allowance does not roll over.  At the end of the day you activated your service each month, your free allowance will automatically reset and any unused allowance will be lost.

We support roaming all over the world, with the same footprint as our Network Provider, Vodafone.  If you want to use your phone while travelling abroad, please contact us before you travel to make sure that there are no bars in place that would prevent service.

Using your phone abroad can be very expensive, so please make sure you visit our pricing pages for more information.

Calls to Premium Rate Numbers or voting lines are not supported on OVIVO.  You can however use premium rate text messaging on OVIVO.  For more details on Pricing of these service, please check with the provider of the short code you are using as pricing may vary.

Unfortunately transferring your credit or free allowance balance from one OVIVO account to another is not possible.

We can cut your SIM down to MicroSIM size for you!

Unfortunately we don’t supply proper Micro-SIM or Nano-SIM cards at present, but will aim to do soon.  In the meantime, if you want either of these, just click the appropriate box when signing up and we will send you a pre-cut SIM so you don’t have to cut is down to size yourself!

Yes you can send texts to short-codes.  The costs for this are outlined in our Pricing pages.

We are slowly introducing support for Premium Rate SMS.  If there is a short code that you frequently use, please tell us by e-mailing support@ovivomobile.com.

Yes you can make International Calls from your Ovivo Mobile.  Please visit our pricing pages for more information on the costs to call other countries from the UK.

If you don’t use your phone for 60 days, the account will enter a “Suspended” state in our system.  This means that you can still use the service, your credit balance is still intact, but you will need to contact us to re-enable your account, which we would do free of charge.

If, you are inactive for a further 120 days (180 in total), your account is “Deactivated”.  It can still be reactivated, but there may be a charge for this and you would need to contact us to re-active your account for you.  Your credit balance is still there at not lost at this stage.

If, you are inactive for a further 180 days (360 in total), your account will be deleted from our system, any credit balance will be deleted and your number may also be lost from our systems.  In effect, this is the point at which your service with us is completely closed.

As long as your account is active, we will not deactivate your account or delete any credit from it.

We support Directory Enquiries on Ovivo Mobile. Please refer to our Pricing section for information on costs associated.

To sign up for OVIVO, visit Our Offer and select the appropriate price plan you wish to purchase, then follow the on screen instructions.

When you sign-up, you will automatically be placed on either the Freedom (Phone) Plan, or 500 (Data) Plan.  You can then use the Change Price Plan form on our website to request us to move you to the new plan.  Make sure you have enough credit in your account to pay for the first month before you ask us to change your price plan.

When you signed up for our service, you should have received an e-mail from us explaining what to do when you receive your SIM card.  It really is quite straightforward.

Visit our Account Management Portal by Clicking on the link below.  You will need:

1) Your Ovivo Mobile Number (Printed on the front of the SIM card that we sent you)

2) The password you specified when you signed up

If you’ve forgotten your password, not to worry, there is a password re-set feature at the bottom of the login page of our Account Management Portal.

Click here to visit our Account Management Portal.

This will activate your account.  Once activated, put your Ovivo Mobile SIM card into the device you are going to use with the service and make a call.

Your SIM card is now fully activated!

We have created a collection of Set-up Guides designed to help you get your phone set up for Internet, MMS and Voicemail.  Remember, our service is different from your existing operator, so in order to get these features working, there is a bit of settings configuration needed on your part.  We’ve tried to make this as simple and straightforward as possible through these guides, which can be accessed by clicking here.

If you haven’t received your SIM card within 3 working days, there is every possibility that it could have been lost in transit to you.  Please complete the form below, providing the following information so that we can trace your order and if necessary, issue you with a replacement SIM card.

• Full Name (as specified when you signed-up for the service)
• Your full billing and/or delivery address
• Your registered E-mail address
• If you have it, your Ovivo Mobile Order Reference (Your Unique Order Reference in your Order confirmation E-mail, for example ovivomobilecomm-123456789123-12345)

Please note, OVIVO cannot accept any responsibility for delayed or lost deliveries as a result of incomplete or inaccurate information being provided when signing up for our service.  Should your SIM card be lost or delayed as a result of providing incomplete or inaccurate delivery information, you will be liable for a £5.00 SIM replacement charge.

As soon as your handset is used for the first time on our network, within two hours we will send you the settings for your device automatically by SMS.

This will not work, however, if you are using a Tablet, USB Modem or if your handset has been “rooted” or “Jailbroken”.

If you don’t receive your settings, they will need to be set-up automatically.  Visit our Settings Guides for more information on how to set up your phone.

Using your phone abroad, always incurs much higher charges then when you’re at home. Roaming and International Calling is disabled on your account as standard, so please make sure you check our call charges before travelling abroad and complete the form below to raise your roaming bars.

Click here to see OVIVO’s Roaming Prices.

You need to log onto your account here on our website to top-up.  Click here for more information.

We’ve created a simple form to allow you to request this.  Simply complete this and in 1-2 working days, your Adult Content Control will be disabled.

To view our coverage map click here.

A BlackBerry subscription is needed for any non BlackBerry 10 devices if you want to use ANY data services (which includes non BlackBerry services that would be covered by your OVIVO Plan allowance).  BlackBerry Services costs £5.00 per month on top of your standard OVIVO Plan

Make sure your OVIVO Mobile SIM card is in your BlackBerry and your account has enough credit, then dial 40090 (free of charge in the UK) and follow the instructions. £5.00 will be deducted from your account and within 24 hours, your service will be activated and you’ll receive a confirmation text message. You may need to re-boot your device by removing and replacing the battery.

Once you’re up and running, all the settings for the service are automatically downloaded to your device.

You can only move back to Freedom at the conclusion of your Paid Plan.  Simply complete Our Change Price Plan form and we will ensure you move back to the previous plan on the anniversary date

Recommending friends, can earn you free credit!

When signing up, your friends and family can specify your full name and OVIVO Mobile number.  Make sure they take care to specify your name and number EXACTLY as they are on your account otherwise the bonus will be voided.

Alternatively, visit OVIVO Rewards to learn how to invite friends to OVIVO Mobile for additional bonuses.

As long as you are out of contract from your existing provider, you can keep your existing number.  You will need to contact your existing service provider and request your PAC (Porting Authorisation Code).  They normally give these over the phone or by text within 2 hours.

You can request for your number to be ported over to OVIVO, directly from our website. Visit our Porting Guide and complete the form at the bottom.

If you have signed up for the wrong OVIVO Mobile Price Plan, or simply want to move from our Phone Price Plans to our Data Freedom Price Plans (or Vice Versa!), then all you need to do it complete our form below.

Rules about Price Plan Changes

• Price plan changes may only be made once every 30 days
• If you have used any element of your free allowance a price plan change will not take effect until the date your price plan resets (at the end of the day you activated your service)
• Should you change your price plan, your 30 day period commences from the date the change is made
• Price plan changes may only be made for customers compliant to OVIVO Mobile’s Terms and Conditions of Service.
• OVIVO Mobile reserves the right to refuse a Price Plan change request in the event that a customer is not compliant to the service Terms and Conditions

Price Plan Change Form

Upon completion of this form, and confirmation that you are in compliance to the above rules, we will change your price plan within 1 business day and inform you via e-mail.

Unfortunately BlackBerry from Ovivo currently only works in the UK.  You cannot access BlackBerry services when roaming.

Our OVIVO SIMs have a standard PIN of 0000 which is printed on the SIM card we sent you.  If you incorrectly enter your PIN 3 times, it will lock and need a Personal Unblocking Key.  This can either be obtained also from the SIM packaging (if you still have it!), or by contacting our customer services team.

No we don’t cap data speeds at OVIVO.  Our Network supports full High Speed Mobile Broadband.

Unfortunately you can’t make Video Calls on OVIVO Mobile at present.

Applications such as Skype and Facetime do support Video, but this would come out of your Data Allowance.

Unfortunately, when you bring your number to OVIVO, we cannot carry your BlackBerry subscription over onto your ported in number.  If you bring your number to OVIVO after having activated your BlackBerry subscription, you will need to need to re-activate your subscription by dialing 40090 from your BlackBerry.  Please note, you will not be able to receive a refund on any unused part of your previous subscription if you port your number over, so please make sure you port first, then activate once the port is complete

Although we use the Vodafone UK network to provide our service, the Vodafone Sure Signal product only works if you are a Vodafone customer.  As a result, OVIVO SIMs are not compatible with Vodafone Sure Signal

I’m afraid we are not able to provide any refunds on BlackBerry services, however you should still cancel your renewal by dialling 40090 to avoid any additional unwanted charges.

When you start to use an application that uses the OVIVO Data allowance, on most devices you will see a message saying “Depending on your data plan, you might incur additional charges.  Do you wish to continue?”

Our SMS Balance enquiry will show you any remaining minutes, texts and Ovivo Internet Data remaining on your allowance, but does not show your BlackBerry allowance

It is very unlikely that you will use more than the free allowance unless you are downloading lots of large files.  Try to avoid this and use Wi-Fi instead as after 500MB your service is disabled until your renewal is due.

BlackBerry Services all run over a dedicated network connection, which has one allowance.  All other services run over the normal Ovivo Internet connection.

Your 500MB BlackBerry allowance each month is only used for BlackBerry Services such as E-mail, BlackBerry Messenger, Browsing and Downloads. This resets each time your service renews and should be plenty each month.

If you use other applications on your BlackBerry (such as WhatsApp, YouTube, Streaming, etc.) or Tether your BlackBerry, you will use your standard Ovivo Data Allowance.

Unfortunately it is not possible to monitor your BlackBerry data usage on our portal, but after 500MB your service will be blocked until you renew and your allowance resets. So you don’t need to worry about incurring additional BlackBerry Data charges.

You can still track your Ovivo Data Allowance through our customer portal.

Very simple as we will renew it automatically for you! The day before your renewal is due, we will debit your Ovivo credit balance by £5.00 for a further 30 days. You need to make sure you have enough credit in your account. If you don’t have enough credit, the renewal will fail and your service will stop and you’ll need to subscribe again.

When your service is successfully renewed, you will receive another confirmation text message.

If at any time you want to check when your renewal is due or cancel the automatic renewal, simply dial 40090 and follow the instructions.

If you’re already a customer, you would have logged onto My OVIVO to activate your account. In some cases (for example, when you select to “Remember Me” when logging in), you our system will securely keep you logged in when you are not on our website.

In very few cases, some of our customers have tried to buy a second SIM card, which when still logged in to their account, isn’t processed as a new order, but a top-up on the existing account.

How do I avoid this?

If you are an existing customer purchasing a second SIM card (or if someone you know is using your computer or phone to purchase a SIM for themselves), make sure you are logged out My OVIVO, by clicking on the Sign Out button.

What if I Top-up instead of Purchase a New SIM?

We’re on hand to help!  Just contact us with your full details for security information and we will help to sort this out for you.

If you have lost your SIM card or need a replacement, there is a £5.00 charge (including VAT) to replace it, which will be deducted from your credit balance.

In the event that your phone was stolen with your OVIVO SIM card inside, please provide a valid Crime Reference Number and we will provide you with a replacement OVIVO SIM card free of charge.

Please complete the form below, we will get back to you with an update within 1 business day.

If you would like to completely switch off your voicemail (or switch it back on), you can either use one of the codes in our voicemail user-guide or use the form below.

Rest assured we have no plans on going bust and fully intend to be trading for a very long time to come! However, should the absolute worst happen, rest assured you would not lose your number.

We are supported by industry leading companies (Have a look at the Site Navigator at the bottom of our website and click on Our Partners to learn more). Your Mobile number, is also your property and by UK regulation, you have the right to take it with you at any time if you wish to leave OVIVO. For more information about your rights, please have a look at our Code of Practice published here on our website (link at the very bottom of our website).

If you use your Ovivo Mobile SIM card in a mobile handset, you can always dial *#100# and your Mobile Number will be displayed on the screen.

However, if you are a Mobile Broadband customer or use your SIM card in a tablet that you can’t dial from, you will need to contact our customer services team who will be able to help.

Prior to confirming your number, we will need to take you through security questions to verify your identity.

We’ve created a simple form to allow you to request this.  Please click here for more information.

You can now track your usage on our customer portal!  Log into your account and see how many megabytes you have left on your account before you start to be charged for data.

SIP (Session Initiated Protocol) applications such as Voice over IP, are not supported on OVIVO Mobile and are blocked.  You can however use applications such as Voxer, Skype or Viber that do not use SIP.

Unfortunately it is not possible to forward calls to any other voicemail service, other than the one we provide at OVIVO Mobile.  Therefore using an application such as Hullomail, will currently not work.

We recognise the fact that our customers do want to use Voicemail applications such as these are will be looking to introduce support for call forwarding later this year.

Yes Ovivo Mobile supports Tethering.

However, customers who use devices that were purchased from other networks, may find that tethering restrictions may still be enforced on that handset even though it is unlocked.

At present, you cannot use Tethering on an iOS device and OVIVO SIM.  This is due to a restriction placed by Apple and Vodafone on the iPhone and iPad devices.

We’ve developed a number of ways that help you keep track of the credit balance, remaining free airtime and call history on your account.

1) If you dial *#1455# from your Ovivo Mobile, you will receive a message containing the remaining credit balance on your account

2) We’ve developed a free of charge SMS Balance Notification feature that will tell you the remaining credit balance and free allowance you have remaining.  For more information on how to use this feature, please click here.

When using a mobile network, it is not uncommon to sometimes see slow data speeds during certain times of day (e.g. rush hour) in some parts of the country.  We want to hear about any negative aspects of our service, so we can work with our partners to improve it in the future for you.

To do so, we’ve created a simple guide to help identify possible network problems so that we can investigate these thoroughly for you.  Click here to view our guide to troubleshooting and reporting network related problems.

By logging into our Account Management Portal, you will be able to see the available balance you have left on your account, the date when your balance will re-set and view your call history

Should you forget or misplace the password you use to log onto your Ovivo Mobile account here on our website, it is very easy to have this re-set.

Click on Login and to bring up the Account Management Portal and click on the link to re-set your password at the bottom of the login box.

You will be asked to provide your Ovivo Mobile number and your registered e-mail address.  This will generate a new temporary password, which will be sent to your e-mail address.

If you have any problems using this feature, or have forgotten your Ovivo Mobile number or E-mail address you used to register for the service, please contact customer services.

In the unfortunate event that your phone is either lost of stolen, you will need to contact customer services to bar your line.

If outside of support hours or on a pubic holiday, you can also log onto your account online and set your own bar, to prevent unauthorised use.

Changing your Mobile Number is permitted, but must be requested in writing to the Ovivo Head Office. Please note, changing your mobile number will incur a £5.00 Charge.

Unfortunately call waiting is not supported.  If someone tries to call you while you are on the phone, they will be put through to your Voicemail.