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Can I change my price plan?
Yes! You can upgrade between ToucanMobile price plans at any time; any changes you make will be pro-rated. For example: if your billing cycle is from the 1st to the 31st and you change your price plan mid-month, you'll be billed a proportionate amount for the first half of the month on Plan 1 and a proportionate amount for the second half on Plan 2. The billing change will take place from the day you call to upgrade your plan. Please note it's not possible to change to a lower price plan than your current one.
What types of calls are included free within my inclusive minutes allowance?
Your ToucanMobile inclusive minutes allowance is divided into two parts. The "Toucan-to-Toucan" part includes calls within the UK from your Toucan mobile to any other Toucan landline or Toucan mobile (within the UK). The "Cross-Network" part includes calls from your Toucan mobile to any other UK landline or mobile (on any network). The "Cross-Network" part of your allowance also gives you inclusive minutes to landlines in selected international destinations. For a list of countries, see below.
Which international destinations can be called using my inclusive minutes?
Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Hong-Kong, Iceland, Ireland, Israel, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, USA, Vatican City.
What's a "PAC" and what's it used for?
Your Porting Authorisation Code (PAC) is a code you obtain from your previous operator if you wish to transfer or 'port' your existing mobile phone number to a new network such as ToucanMobile. If you want to transfer your old number to ToucanMobile, you'll need to give the PAC to Customer Services who will transfer your number within 5 working days. Once your PAC's been issued to you, it will only be valid for 30 days.
Can I cancel a "Number Porting Request" to ToucanMobile?
Yes, your Number Porting Request can be cancelled any time up to 3 days after you have given it to us.
What is Voicemail?
Voicemail takes messages for you when you're unable to answer calls to your mobile. It's your personal answering machine service. When someone has left you a Voicemail message, ToucanMobile will automatically notify you.
How do I know if I have a message?
When you receive a Voicemail message, a small message symbol will appear on your screen. Alternatively, you may receive an SMS alert. This is to let you know you have a new Voicemail message waiting.
How do I set up Voicemail?
The Voicemail service should be already active when you receive your handset. However, if you have any problems accessing your Voicemail, please contact Customer Services who will happily assist you.
How do I use Voicemail?
You can retrieve messages by pressing and holding the Voicemail key on your handset. This is usually number "1"; however, it can vary from handset to handset. When you connect to Voicemail, follow the simple instructions to listen to, erase or save your messages. You can also set up a personal greeting and message.
How do I record a personal greeting?
To record your personal greeting for your Voicemail, hold the Voicemail key until you connect. Then simply follow the instructions to record your own message.
How can I check my messages from another phone?
PLEASE NOTE: You first need to set up a PIN on your Voicemail to do this. To listen to your messages from another phone, first dial your mobile phone number. When you hear the voice prompt, press #. You'll then be asked to enter your PIN before you can listen to your messages.
Can I use Voicemail overseas?
Yes. ToucanMobile customers can check their messages while roaming. Make sure you contact Customer Services before you travel to set up your PIN and enable your phone for roaming. Please note the following:
- We may ask you to place a deposit on your account before roaming.
- International Voicemail services are charged at premium rates.
- Not all handsets are compatible with roaming. If in doubt, speak to Customer Services before you travel.
Why won't my phone send text messages?
There may be various reasons as to why you're experiencing problems sending messages. Please consult your handset guide and check the message centre number on your handset is set correctly. To do this, find the "Messages" menu on your handset, select "Service Centre" and enter "+447958879879" (no spaces). If you're still having problems, contact Customer Services.
Can I send text messages internationally?
Yes. With ToucanMobile you can text people on foreign networks. You can also receive text messages from international networks.
Can I send and receive text messages when I'm abroad?
Yes. ToucanMobile lets you send and receive text messages while overseas, provided the roaming network supports the service. Contact Customer Services on 0845 613 6153 before leaving.
How do I start sending picture messages?
Handsets from ToucanMobile are already enabled for picture messaging (MMS). However, if you have any problems using this service, please contact Handset Technical Support on 0870 460 7038. Calls to this number are charges at standard national rate.
PLEASE NOTE: You cannot receive a picture message until you have successfully sent one first from your handset. Picture-messaging is charged at a different rate to SMS. See rates.
Can I send picture messages to someone who doesn't have a picture-messaging phone?
Yes. When you send a media message to someone whose phone doesn't support MMS, they'll receive a text message informing them they've been sent a media message. They'll also be given a website address and a code number to retrieve the message at this site. The message will remain at this site for up to 3 days.
I can't send picture messages
It's possible your mobile has no GPRS coverage. Some handsets indicate GPRS coverage with a small G at the top of the screen. It's also possible your phone hasn't been properly configured for MMS (picture messaging). If this is the case, please contact Customer Services who will gladly assist you.
How do I arrange to use my phone overseas?
Before you travel abroad, please contact Toucan Customer Services to have your handset enabled for use overseas. Please note we may ask you to place a deposit on your account before roaming. Also, please check your handset type as not all handsets support all foreign networks.
Can I manage my account online?
Yes. With ToucanMobile you can manage your account here. At the online customer Account Centre, you can:
- Register for online billing
- Pay online using your credit card
- Check your current statement
- View your call details
- Check your account status
- Change your payment method
- Change your password
Is my online bill the same as my paper bill?
Yes. The amount charged for calls is the same. However; there is a small additional charge for paper billing to cover the additional administration. The information contained on your online bill won't differ from the information in a paper bill.
How do I change my account details?
You can change your account details either by contacting Customer Services or by going online to the Account Centre and changing your details from there.
Why do you charge an additional amount for paper billing?
To keep costs down, the default bill delivery method at Toucan is online. This helps us keep overheads to a minimum and pass on the resulting savings to our customers. If you prefer to receive your bill on paper, that's fine - however, we do have to apply a small charge to cover the additional administration. Whichever way you choose, there's still no charge for full itemisation.
I've forgotten my online account centre password
No problem. Just go to the online account centre and ask to have your password emailed to you.
Do I have a credit limit?
All ToucanMobile users have a credit limit, based on their payment history, credit bureau information and other relevant data.
Can I dial Premium Rate numbers?
Not initially. By default, calls to premium rate numbers are barred from Toucan Mobiles. If you want to have this bar lifted, please call Customer Services.
How do I obtain a replacement SIM card?
If your mobile is lost or stolen, you must contact Toucan Customer Services immediately to suspend the service and have a replacement SIM delivered to you.
How are calls charged on a bank holiday?
As ToucanMobile offer a flat rate service, calls on a bank holiday are charged at our normal rates.
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