Buying Guide

Key features to consider

Nowadays mobile phones are packed with lots of exciting - and often confusing - features. Although there are plenty of people who want the latest gadget with all the fanciest gizmos, most people actually only need a fraction of the features available.

Here is a short selection of some of the more important features that we think everyone should consider when choosing their next handset, all of which can be checked by looking at the Specifications listed next to every phone on the site.

There are many other features available - and even more being invented all the time - so for a full list of known features for a handset, take a look at our Specifications list for every phone on our site.

Types of phones

Most mobile phones fall within certain types and are aimed at a certain group of users. Although this is not always the case - and people sometimes go against the grain and choose a phone from another group - it is often useful to peruse the different types of phones before beginning to choose a specific handset.

Here is a summary of some of the common types of phones, many of which are listed under the 'Choose by Type' heading on the left-hand menu on this site.

What are smartphones?

A smartphone is a handset designed to offer a wide variety of features with more advanced computing technology and connectivity than a basic 'feature phone' (that is, a less capable phone, often designed around one central feature instead of having all of them).

Originally only owned by technophiles, smartphones are becoming increasingly popular these days as people find themselves warming to the idea of a more advanced phone that can do so much more than just make calls or take a few pictures. The popularity of the Apple iPhone series has had a lot to do with this rise in interest.

Common features of smartphones are advanced cameras, videocalling, high-speed internet and email, large storage space, touchscreens or full QWERTY keyboards, multi-tasking (where you can run two programs at once, e.g. you can listen to music while browsing the web), downloadable applications, and an advanced operating system giving you more control over your phone.

Every smartphone is different, so make sure you check exactly what it can and cannot do, and also bear in mind that the more a phone can do the worse its battery life can be (although this has gotten better in recent years, you will still probably need to charge your phone at least every 2-3 days).

For the most advanced phones out there - those that are almost as powerful as small PCs - there is new title being used: 'superphones'. These really are the elite handsets.

Should I buy a cheap phone?

This really depends on what you want your phone to do. If you only need basic functions (such as making calls, sending and receiving messages, perhaps even taking a few basic photos or storing a handful of songs) then you really don't need to spend money on an expensive feature-filled handset.

It is definitely worth spending a while considering exactly what you might need from a phone. Although you may not expect to use a built-in camera, you may be surprised to find a great deal on a phone with a pretty decent camera that fits well within your budget.

The basic 'feature phones' are often built on tried and tested technology that was offered on the cutting-edge phones only a few years ago, so you may be surprised to find out what you can get for your money these days, while still keeping your monthly cost very low indeed.

Clearance phones

Clearance phones are either ex-display models from shops or, more often, phones that have been returned by a previous customer within the returns period (usually 14 days).

Before a clearance phone is sold it is refurbished and returned to as-new condition, any user memory is wiped, and it is tested for faults to make sure that it looks and performs exactly like a brand new phone.

You should not be afraid of buying a clearance phone - they are in no way less capable than a brand new handset, and should not have any signs of wear or damage. Don't forget that even with a clearance phone you can still return it within the standard returns period if you are unhappy.

Which manufacturers are the best?

As with anything about buying a phone, it really depends on what you want. Most of the big names offer a wide range of handsets that will suit the majority of users, and then a small few manufacturers tend to offer phones that suit a specific niche.

Nokia, Samsung, Sony Ericsson, and LG are the old favourites that people often choose from for reliability and familiarity. They offer phones that fulfil pretty much any role, from a wide variety of designs to give you plenty to choose from.

Apple, HTC, and BlackBerry phones cater more for high-end users who want cutting-edge technology and the latest gizmos; whereas manufacturers such as Motorola and specific network-branded handsets tend to be a little more unusual and are often suited to people who don't need a lot of features but perhaps want a phone that stands out from the crowd.

Which network is best for me?

There are currently six major networks operating in the UK: Orange, O2, 3 Mobile, Vodafone, T-Mobile, and Virgin Mobile. There are a few others that operate on a much smaller scale, but these six are the main ones to consider when buying a new phone.

Previously each of these networks was very different and choosing a network was a very important decision, as it could drastically affect the signal you could receive, or even the technology that you would be able to use; but nowadays the mobile phone market has advanced so far that all six networks are fairly similar in aspects such as network coverage and technology.

That said, the networks do actively work to be different from the others, but these days it is more often in the special deals they offer, the extra features that they include in their tariffs, and their selection of mobiles.

Pay Monthly vs. Pay As You Go

Often the most important choice for those buying a new mobile, the decision whether to get a Pay Monthly contract or a pre-paid Pay As You Go phone is a crucial first step. There are advantages and disadvantages to both types of payment plan - it really depends on what you will be using your phone for, and how long you want to keep it.

Even if you have always been on Pay As You Go, we recommend you at least consider the options available on Pay Monthly contracts - as nowadays you can get great value contracts for as little as £5 a month, which usually work out better value for money than a long-term Pay As You Go deal.

We recommend you look at your options for both Pay Monthly and Pay As You Go, then add up the full cost of a contract and compare it with the cost of a pre-paid handset and a rough estimate of how much usage you would expect to get out of it before upgrading to a new phone. That way you can work out exactly what would be the best value for money for you personally.

Minutes, texts, internet, email allowances

Once you've picked your phone the most important decision in what contract you get and how much you spend is based on how much use you are going to need out of your new mobile.

In general it is always best to over-estimate your usage if you're not sure - it can get very expensive if you keep going over your agreed monthly allowance, so we recommend you round up when taking a guess at how many minutes you're going to need.

Almost all contracts come with an agreed maximum number of minutes and texts, and many also come with internet and email allowances. Although you can usually get internet on a pay-as-you-use basis (if you don't choose a tariff with web included), networks often charge quite a lot for this, so if you want to check your email on the go we recommend you pick a contract with internet included.

3 Mobile 'Internet Talker' tariffs

Internet Talker tariffs are somewhat unique when compared with other phone contracts, in that instead of offering a set number of minutes and texts, you get an allowance of monthly units that you can split between minutes and texts in any way you wish.

For example, the Internet Talker 500 gives you 500 'units' every month that you divide between minutes and texts as you use them, just so long as the number of minutes plus the number of texts don't exceed 500.

In the first month you could use 250 minutes and 250 texts, the second 200 minutes and 300 texts, and the third you could use 0 minutes and 500 texts.

Unlimited policies

A lot of contracts boast unlimited texts and/or internet - or even unlimited minutes - however the small-print always refers to a fair usage policy that defines what is actually meant by 'unlimited'.

Mobile networks enforce fair usage policies to ensure that everyone can enjoy the use of the network without it being abused by people who, for example, use their phone to download large videos to their computer. Unlimited items are, for most people, far more than they ever need per month, so only the very high-end users will have to worry about these.

Fair usage policies differ by network, but it is very important to be aware of what is stated in your contract. If you exceed your fair usage agreement then the network usually reserves the right to ask you to reduce your use, to charge you for the excess at your plan's standard rate, or even to transfer you to another price plan without that unlimited item.

Extra bonuses

Many tariffs come with extra bonuses that given added value to the basic minutes and texts allowance. Some of the common bonuses are unlimited internet, email, and BlackBerry mail, but you can also get unlimited calls to landlines, other phones on the same network, special international rates, as well as others.

You can also sometimes pay for an extra add-on in addition to your monthly allowance and its bonuses, so that, for example, you could buy a low-cost contract with no extra bonus but still get a monthly web allowance by buying a separate add-on.

These bonuses and add-ons are all specific to the network offering the tariff, but are worth considering when choosing your price plan as you may be able to get a cheaper contract by using an inclusive bonus instead of an add-on. Remember that any 'unlimited' bonuses are subject to fair usage policies.

Online discounts

Many networks offer tariffs with online discounts - that is, a discount on the regular high street price only available to customers who buy their phone online. Although not available on all tariffs, these are highlighted on our site to make sure you know where you can get an exclusive saving.

Rather than being cashback offers, online discounts are included on your monthly bill. For example, a £30 tariff with a £5 online discount will be charged at a £25 monthly rate, rather than reimbursing you with the discount after paying the full tariff cost.

Out of bundle usage

Although the majority of your phone use should be covered by your contract, there may be times when you may have to pay extra for using services not provided as part of your allowance.

The most common of these is when calling a non-standard UK landline number (standard UK landlines begin with 01, 02, or 03) or when calling abroad. Out of bundle calls are usually subject to a minimum charge of one minute and then charged per second thereafter, but you should check this with your network.

A rough guide to out of bundle charges is provided below, but make sure you check your contract details as sometimes these can vary and this list may not include all charges.

Exceeding your allowance

If you exceed your monthly allowance then you will be charged for the excessive use at a standard rate as part of your contract with the network.

The standard rate can sometimes add up to a significant charge if you go over your limit without realising it, though often your network will contact you to warn you if you approach the end of your allowance. Calls are usually subject to a minimum charge of one minute and then charged per second thereafter, but you should check this with your network.

The following is an approximate guide to standard charges on each network, but make sure you check your contract before buying as some tariffs may use a different rate.

Why are phones free?

This is a common question when people first buy a contract phone, as they are often bemused by the number of 'free' phones that are available. Even more puzzling is when a phone is listed as free on some tariffs and not on others.

In reality, the cost of the phone is subsidised by the network and you cover that subsidy when you pay for your contract. As contracts are sold at a standardised price, the network makes their profit from the difference between your monthly payments and how much your contract costs them (that is, how much the calls and messages you send and receive cost to travel through their infrastructure). Included in this profit margin is the subsidised cost of the handset - but usually this will be covered by a portion of your monthly payments for the full duration of your contract.

Occasionally the phone cost more than the network can subsidise in your contract (usually either because you have chosen an expensive handset or a very cheap tariff) so the network charges an extra upfront cost to cover the difference. This is also one reason why you have to pay a termination charge if you end your contract early, as this covers the outstanding cost of the handset.

What this means to you is that, when a phone is labelled as 'free', you will not have to pay anything extra to cover the cost of your handset, as the actual cost is included in your monthly tariff.

Social networking on my phone

With the rise of social networking in the past few years, companies such as Facebook, Twitter, and YouTube now offer dedicated applications that allow you to keep up to date with your friends from your mobile without having to use your web browser.

On smartphones such as the Apple iPhone or Google Android handsets, you can usually download an app or widget to connect to your social websites. Certain other phones have been designed specifically to integrate with social networks so that you don't even need to download anything - these phones are usually highlighted on our site so that you can tell when social networking is an important feature.

If you do want your phone to integrate with your social networks then we recommend you find one that supports 3G (3.5G is preferred) so that you have a slick and fast connection. Furthermore, make sure you check your contract for internet charges - you will almost certainly need a tariff with the web built-in or as an add-on.

Who should I buy from?

With such a large list of networks and retailers offering thousands of different phones and contracts, it can easily become overwhelming for a shopper and difficult to work out from which website they should buy.

The good news is that the majority of mobile phone retailers and the mobile networks' online shops are all very competitive and offer you great value for money whatever you choose, and with full guarantees on your purchase should you be unhappy.

For each of the retailers that we offer on our site, we have outlined the benefits of buying from them so that you can be comfortable knowing that you have made a sensible choice. These benefits are listed on the popup that appears when you choose your deal.

Why buy online instead of in a shop?

Buying online offers several benefits. Firstly you have the convenience of buying from the comfort of your own home, but you also have the choice of many more offers than are available on the high street.

All the major networks have high street shops that have at least one small outlet in most cities, but the majority of other retailers are only available online and cannot be found on a high street. Some of the best deals are available through these online retailers, so you should definitely check these out before you commit to buying from a shop.

Furthermore, there are exclusive online discounts available from many networks that you can't get in a high street store. Sometimes you can save as much as £15 a month off the high street price, not to mention the special free gifts, reduced line rental, and cashback offers that you can only get online.

We do, however, recommend you thoroughly research your phone before you buy it. There are countless mobile phone review websites, but nothing beats trying it out yourself. If you have a friend who owns the phone you fancy then ask them for some time with it, otherwise we recommend you pop into a shop and try it out in there - before heading home to buy it online.

Discounts and free gifts

Many mobile phone deals are offered with a variety of discounts and/or free gifts as an incentive from the retailer. These are almost always offered by retailers such as the Carphone Warehouse rather than by the network themselves.

If you buy a deal with a discount or free gift then you will still get the same contract as if you bought the deal direct from the network. Therefore there is no disadvantage to buying a deal with a gift from a retailer instead of buying directly from the network.

Keeping my number

Keeping your old mobile number is very straightforward, but the process can sometimes be a little confusing. It is best to do this before you buy your new phone, as some networks will only let you use your old number if you tell them when you order your new contract.

First, you need to contact your old network and ask for a PAC (Porting Authorisation Code). They will usually send this to you in the mail or as a text message.

Second, when you buy your new phone you may be prompted to enter your old mobile number and/or your PAC. If not, then finish buying your new phone and, when it arrives, call your new network and give them the PAC.

Third, wait a few days and your new phone will suddenly start working on your old mobile number (you will usually be told when to expect the changeover to happen).

Bear in mind that once you have used your PAC and your old number has been transferred over, the SIM card in your old phone will no longer work and will need replacing if you want to keep using that phone too. Also, a PAC using expires after 30 days, so we recommend you only do this once you are ready to buy your new contract.

Credit checks

If you want to buy a contract phone then you will have to pass a credit check that is performed either by the mobile network or by the retailer. This is a safety measure to make sure that you can be trusted to fulfil the obligations of your contract, and allows networks to offer you expensive phones on a monthly payment plan rather than having to buy the phone upfront.

As the cost of your handset is included in your monthly rate, mobile networks and retailers cannot afford to subsidise customers who will not end up paying the full contract price (whether it is by staying with the network for the minimum contract term or by paying the cancellation fee to leave a network early), which is why they have to check your credit history.

If you fail a credit check with one network or retailer then you can try buying elsewhere or try a cheaper phone and tariff (as cheaper contracts are a lower risk to the mobile network). Failing that, you may only be able to get a Pay As You Go phone until you have improved your credit rating.

Insurance

Losing or damaging your mobile phone costs time and money, so it is important to make sure that you are properly insured should the worst happen. However it is also important to make sure you don't end up paying more than you should, so do have a think about whether you would be better buying insurance for your phone, or if you would actually be wiser just saving the money for a replacement mobile.

Do bear in mind that, if you are on contract and lose your phone, you may have to continue to pay the monthly fee until the end of your contract or pay a hefty cancellation charge. Insurance could help you take care of this large charge, so would be worthwhile if you think you may be likely to need it.

Self-insurance is an option worth considering, though it is not for everyone. Rather than paying your insurance company only to end up not needing to make a claim, you could instead save a lump sum every month in a high-interest savings account that you can then spend on a replacement phone if you should need one. If you don't, then the money is yours instead of the insurance company's. The risk, however, is if you lose the phone early on before you have saved enough to replace it, and that if your phone is stolen and used to make fraudulent calls, then these are not covered.

Also worth considering is home insurance. Many home insurance companies offer mobile phone cover too - and you may already be paying for it without realising it. This can be better value for money than dedicated mobile phone insurance, but you should find out the details of their policy as they can vary considerably. Also, fraudulent calls will usually not be covered.

Lastly you can get dedicated mobile phone insurance. Although this will usually cover fraudulent calls, and offer considerable value for money, these are usually more expensive than the other options and policy coverage can vary. We would recommend you consider all these options together and, comparing them to your contract cost, work out which is best value for money for you, and whether you actually need to pay for premium insurance at all.

Warranties

When you buy a mobile phone you are protected by your consumer rights, which state that a new phone must be of satisfactory quality, fit for purpose, and as described. If your phone does not meet these standards then you are entitled to return it or request a repair or replacement within your returns period (usually a couple of weeks).

However if you pass the end of your returns period before a fault occurs, you are still entitled to have it checked and either repaired or replaced (assuming there is sufficient proof that the problem was not caused by you) according to the warranty policy.

Although the warranty policy can vary between networks and retailers, in general your phone will come with a 12 month warranty for reasonable damage and faults. Please bear in mind that damage that occurs outside of this policy can only be claimed on insurance and not on the manufacturer's warranty. Do remember that you are still protected by your statutory rights in addition to your warranty and insurance.

What to do with my old phone?

Rather than throwing it into the bottom of a box to be forgotten about, you may be entitled to get some cash for your old phone once you no longer need it. Assuming you don't want it as a spare, you may be surprised to find what you can get by 'recycling' your old phone with any one of a number of companies.

Naturally, the newer and more expensive your phone is, the more money you are likely to be able to get for it, but some phone recycling firms will send you a bag to post your phone in for free, so that it does not cost a penny even if you are not eligible for a cash payment for your phone.

This is always worthwhile as, if you no longer need your old handset, then your phone can be sent to developing economies to help bring widespread communications to these poorer countries. We do, however, recommend that you remove your old SIM card before sending your phone in, and wipe the phone's memory, if possible, to remove any personal information.

Transferring contacts and messages

Everyone wants to keep their contacts and messages from their old phone when they buy a new one, but this is often a very painful procedure that can sometimes take a frustratingly long time. Annoyingly, there is not fail-safe way to do this, as it really depends on your phone model and the operating system, so we recommend you search online for software to help you out.

There are a few good pieces of software, some which integrate with programs like Microsoft Outlook, which will transfer your contacts and messages across for you. An alternative approach is to copy data onto your SIM card, and then swap that SIM card from your old phone to your new phone, copy the data off the SIM card, and then repeat.

Lastly, if you are staying with the same operating system, you may be able to back your data up using a tool provided to you buy your phone manufacturer - for example, Apple MobileMe or Microsoft MyPhone. Either way, we can tell you that it should be possible in the majority of cases to transfer your contacts and messages from your old phone to your new one, but we're afraid that it is going to be time-consuming and frustrating.

Delivery details

Although buying online has the disadvantage that you don't get to walk away from a high street store with pride in your heart and a brand new phone in your hand, once an order is complete online retailers and networks will post your phone (and any free gift) as soon as possible to minimise inconvenience.

Depending on stock, most deliveries will be sent out within 24 hours and usually on next-day delivery (please bear in mind that orders placed at the weekend or late on Friday may not be delivered until the following week). You should also be aware of whether a free gift that you may have chosen will be despatched in the same delivery as your phone or not.

You may have to use your credit/debit card billing address as your delivery address for the purposes of verifying your identity, and on rare occasions a delivery may be delayed if it takes abnormally long to complete the necessary security and identification checks with the retailer and the mobile network.

The following list is a rough guide to the delivery services offered by each retailer. You may find some retailers allow you to specify a certain day or time for delivery, although this is likely to incur an extra charge.

Claiming cashback

When choosing a cashback offer it is important to understand that there are two different types of cashback with different ways of claiming it.

'Automatic cashback' is paid without you having to make any claim to redeem it. A set period after your returns period is over (usually around 30 days in total after you order your phone) the retailer will send you a cheque in the mail for the full cashback value. All you have to do is take the cheque to the bank.

'Redemption cashback' is a little more complicated. This type of cashback will be paid out to you in instalments at set points during your contract, on the condition that you are still with the network and are up to date on your monthly payments. You will have to contact the retailer yourself and make a claim for each instalment of your cashback, usually within 60 days of the claim date, so we recommend you put a note in your calendar to make sure you don't forget! Once you have made your claim the retailer will send you a cheque for that instalment in the post.

Accessories

If you want to buy some accessories for your phone - maybe some interchangeable back covers, or maybe a Bluetooth headset - then there are many places you can look.

Retailers usually offer a selection of accessories when you buy your phone, and some will also run a small shop so you can buy them later. Likewise your network and handset manufacturer may have their own online stores that sell accessories.

Lastly, you can find lots of online stores that stock phone accessories, including big names such as Amazon - just make sure that, wherever you buy, you choose something compatible with your handset model.

Returns policy

If you are unhappy with your new phone and/or contract for whatever reason, you are protected by certain consumer rights that allow you to return your phone in reasonably condition to be replaced or to have the contract cancelled.

However it is important to know exactly what your rights are before you buy, just in case you do want to return your phone. You will normally need to act quite quickly and contact the customer services team at the retailer you bought the phone from within a week to be eligible, and you will normally be expected not to have used any minutes, texts, internet, or any other part of your monthly allowance.

Normally allowed circumstances for returning a phone would include damage on arrival, missing components, and technical problems with the phone itself (or the free gift you have chosen); but other issues such as poor network coverage in your area will not necessarily be grounds for returning your handset, as you can check this before purchasing using a coverage checker or a friend's phone.

Who should I speak to if I have a problem?

Which company you should email/phone regarding a problem with your new phone depends on the type of problem that you are experiencing.

If you want to ask a question about a deal on our site, or about how to buy a phone, or anything about the pre-sales procedure, then please contact us using the form on our website.

If you have placed an order and are awaiting delivery of your phone and/or your free gift, or if you have made a mistake with your order, or if you have a problem with your order after it has been delivered, or if you are having a technical problem with your new handset, then you will need to contact the retailer from whom you bought your new phone.

If your problem is regarding your contract, or about signal coverage, or about the monthly billing of your contract, or anything to do with the network service after your new phone has arrived, then you should contact the customer service team at your new mobile network.