FAQ's

Your questions answered
Getting Started
What proof of identity do you require?
When processing a network credit check a copy of your last three months phone bills may be required.
I am happy with my device(s), do you offer any Sim-only?
We absolutely do. If you are happy with your device, we can offer competitive Sim Only plans to save you money.
Can I keep my number(s)?
Of course, we know how important keeping the same mobile number is when running a business. All we need is a PAC Code from your current provider and we can move your number over without delay. If you are already with O2, we won’t even need that, we can just migrate you over to our system.
I am not sure if O2 works in my area?
Our dedicated team will first do a coverage check of your area to see what the signal is like. We can also send out an O2 pay-as-you-go sim card for you to test and use. Post-sale we can supply an O2 boost-box if required, which will plug in to your internet and generate a signal at your premises.
I still have a few months left with my current provider, will you still be able to look at a new deal for me?
Absolutely, just give one of our dedicated team members a call on 01603 777770 and we will be able to go through all your options and try to move you across.
How long after taking a new contract will I receive my device(s)?
We will always endeavour to have your device and sim card with you within 1 working day. However, in some cases, this may not be possible due to stock levels – we will keep you informed if this is the case.
General FAQ’s
Plan.com? I have never heard of them?
Plan.com is the UK’s fastest growing provider of business mobiles, running on the O2 network. They operate across the UK and their mobility solutions are powered by O2’s intelligent, self-optimising network which provides 98% 4G coverage in 2018. Developed by a highly skilled internal team, their unique technology sets them apart from the rest and delivers unprecedented levels of control.
When and how can I upgrade my phone?
With our standard 36-month business plans, upgrades are available after 24 months, to fall in line with most handset warranties. With all our other plans, upgrades can be completed around 6 months before the end date of your contract. At this point, your Cedaro Account Manager will discuss your options for new handsets and any alterations of your tariff that may be needed. You will be notified by us when your upgrade is due, however, if you’d like to clarify anything sooner, please contact our office on – 01603 777770.
How do I transfer my Plan.com number to a new sim card?
This can be done over the phone. Simply get in touch with your Account Manager to inform us which number you would like to transfer, and we will send you the sim card the same working day! We can also provide you with spare sim cards to assist in facilitating this.
My phone has been lost or stolen, what should I do?
Inform your Account Manager immediately, we will be able to de-activate the Sim Card to prevent fraudulent use and will send you a new one with your number already programmed to it. Should it be required, we can also blacklist the device to prevent it being used by others – we will then discuss with you the best way to replace the device.
How do I remove iCloud/Google accounts from my device?
Removing iCloud via your device:

  • Turn device on
  • Select “Settings
  • Select “iCloud
  • Press “Delete account
  • Enter apple ID password when prompted
  • Select “Turn off

 

Removing a Google account via your device

  • Navigate to “Settings
  • Select “Accounts
  • Select “Google
  • Select your Google account
  • Press the word “More” or three dots in the top-right of the screen and press the “Remove” button

Account & Bills
Can I manage my own account?
As a Cedaro customer, you will have a full overview of your account through Plan.com’s online portal, www.My.Plan.com. This will allow you to keep track of users and their usage. To make changes to your account, apply usage caps and query bills, please contact the Cedaro office or your Account Manager on 01603 777770.
Can I set bars and notifications around usage on my account?
Usage bars, caps and alerts can be set across the whole account or for individual users at individual levels – please discuss your requirements with your Account Manager.
How can I check my usage?
You can check your usage by making use of the plan.com customer portal at www.My.Plan.com. Notifications will be sent through to individual devices when usage limits are close to being reached and again when they have been reached.
Why is my bill higher than expected?
This may be for several reasons – a device has exceeded its monthly usage or has made calls/texts to premium numbers which are not included in your agreement, are often the main reasons. Extra charges may also apply to devices roaming whilst abroad, using data at a higher rate than in the UK (especially outside the euro zone). Please contact your Account Manager for a full breakdown of your bill and a discussion on how best to prevent it in the future.
When does my allowance refresh?
Your allowance refreshes on the first of every month. This is the case for all numbers on your account.
Going Abroad
Will my phone work abroad?
Yes – unless previously requested, your device will work normally outside the UK. There may be extra charges in some parts of the world to use the phone, unless international roaming bolt-ons have already been applied. For peace of mind, please contact your Account Manager before leaving the country to establish how you are currently set-up to use the device outside the UK and what may need to be done to prevent overspend.
Why isn’t my phone working abroad?
Your device should automatically connect to the best available network within the area. If this doesn’t happen, you can manually roam in the settings. For any help, please contact our team on 01603 777770.
What is the cheapest way to use my phone abroad?
Plan.com’s Europe Zone allows you to use your UK allowance for FREE across 47 countries. You can view the list at My.Plan.com or give us a call and we can check for you.

If you are travelling beyond our Europe Zone, we have various Bolt-Owns that we can apply to stop any high bills. For peace of mind, please contact your Account Manager before leaving the UK and we can go through all the options and find the best one for you.