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    SMS information

    When and why we'll contact you by SMS.

    • We try to ensure SMS messages are only sent by our systems between 8am and 10pm, UK time. However, due to circumstances beyond our control, such as network delays or outages, there may be times when messages are delayed and received by you outside of these hours.

    • Any SMS messages generated between the hours of 10pm and 8am will be queued and sent out at 8am.

    • We cannot guarantee the sending or receipt of SMS messages. You should contact us if you want to guarantee we receive any updates you may have for us.

    • Mobile phone numbers taken when raising a support request by ticket or using our Faults Checker are only used for that specific request. If you need to update your details permanently, use the Edit Details section of My Account.

    • We normally send SMS messages from standard mobile numbers. Any charges incurred will be at your standard network operator's rate. Please note extra charges may apply if using the SMS facility from overseas (and don't forget the time difference).

    • We can only send messages once. If you delete the message, we are unable to resend it.

    • It is only possible to reply to messages which are delivered from our support numbers or which we send as part of getting your feedback on our services and customer service. Our other messages (for example SMS messages about our offers) are usually one way and cannot be replied to.

    • SMS messages cannot be used to raise new support requests. They can only be used to reply regarding an existing support request or fault report.

    • Normally, messages which can be replied to will come from one of the following nine numbers:

      • 07903100400
      • 07903100500
      • 07903100600
      • 07860010742
      • 07507306471
      • 07507306474
      • 07507307108
      • 07507307996
      • 07507307073

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