Please go to www.joitelecom.co.uk,check our competitive offers, choose the most suitable service and start ordering.

Each SIM card will be shipped by regular mail; the tracking number is not available. You can expect your SIM card to arrive within 3-7 business days.

Our Welcome Pack is our welcome to the JOi world. It contains your SIM card, the instructions on how to activate it, as well as other relevant information you may need.

You have up to 14 days to withdraw from your contract. You don’t need to return the SIM card to us; we will refund all recurring costs. Contact Customer Services via chat and if you are still in withdrawal period, we will cancel the order.

No costs will be charged, if you cancel your order within the 14-days revocation period. A refund for all up-front payments will be processed once you contact our Customer Service.

Should you start using the service during the revocation period, you still can exercise the right of withdrawal. However, the refund will be proportionally reduced by the number of days the service was active. The costs incurred will be charged.

All new customers are required to create an account when placing an order. Your My JOi account will give you access to:

  • Your current usage
  • Your Invoices up to 12 months history
  • Request changes to your service
  • Change your offer
  • Personalized chat support.

If you have placed your order and you can successfully log into MyJOi and have not received your welcome email after 24 hours, please contact our customer services department via the chat option.

No. JOi is currently available to residential customers only.

No. You must be at least 18 years of age to become a JOi customer in United Kingdom.

An adverse credit score will be grounds to reject your new order with ACN.

The credit check validates your payment history against ACN internal database and the external database of a leading Credit Rating company.

No. There are no additional costs.

If the SIM card you received is not working, please contact us via chat button and we will send you a new one.

If you didn’t receive the SIM card you ordered, please contact us via chat button and we will send you a new one.

Your SIM card will arrive within 7 business days via regular mail. You do not need to be present during the delivery and the delivery is free of charge.

Yes, it is possible to change the delivery address until the order has been placed.

If you wish to change the delivery address of a recently placed order, please contact our Customer Support via chat.

We have an all-in-one SIM card (Standard/Micro/Nano), so our SIM card can be used in any phone.

If you entered the wrong PIN code 3 times, the SIM card will be blocked, and you will be asked to enter the PUK code. You will find it on the plastic card that was originally attached to your SIM card.

A Porting Authorisation Code (PAC) is a unique identifier (normally 9 characters long and in the format "ABC123456") used by some mobile network operators to facilitate mobile number portability (MNP). This allows users to retain their mobile telephone number when switching operators. The PAC code allows you to transfer your existing mobile phone number from one mobile phone network provider to another mobile phone provider, so you are not given a new number each time you change your mobile network.

Number porting is the process that allows you to keep your old number after transferring your number to JOi.

After successfully submitting the information via the customer’s MyJOi account in the “Manage Settings” section, it can take up to 1 business day for the number to be transferred to JOi. Upon completion, the customer will receive an email and a text message for confirmation.

Yes, in this case we will inform you (via text and e-mail) about the reason why your number cannot be transferred and will advise you on the steps to take to complete the process.

We are sorry that you want to leave JOi. If you are dissatisfied with your supplements or recurring monthly fees, find out about our latest offer.

If you still wish to leave, you need to request a PAC if you want to transfer your mobile number to another provider. We’ll send you the PAC by text within two hours.

To request your PAC, text "PAC" to 65075.

If you decide to leave JOi without retaining your phone number, you need to request a STAC (N-PAC) code if you want to switch to another provider. We’ll send you the STAC (N-PAC) by text within two hours.

To request your STAC (N-PAC), text "STAC" to 75075.

*Please note that additional fees may apply if you are still within the initial term of your contract. If you switch before the end of your minimum term, you will be liable for a Cancellation Fee.

If you are not sure whether you are still in the contract period and need to pay an early termination fee, simply text ‘INFO’ to 85075 or chat with our Customer Service for more information.

MyJOi is an online portal that we have designed especially for our Customers. By creating your own account, you will have access to details of the services linked to that account.

You can find a lot of useful information in MyJOi. Simply log in and you can:

  • Read, print and download bills
  • Make a payment
  • Monitor current and historical usage
  • Review call records
  • Check your payment method
  • Change personal details
  • Change billing address
  • Change your login details or password
  • Manage your settings
  • Change your price plan
  • Order new services

You will be asked to create an account during your first order. In order to do so, you will be asked to provide your e-mail address and to enter a password of your choice. The stronger password you choose the more protected your JOi account will be.

MyJOi is a place where you can manage your orders, subscriptions and personal details.

In order to login to MyJOi, you have to enter your e-mail address and password, click on Log in and that’s it!

If you have forgotten your password, just click on FORGOT YOUR PASSWORD? link under Log in button and follow the instructions shown on the screen.

Your email address is used as username and cannot be changed. If you no longer have access to this email, it´s important that you contact us via chat to provide us with a correct email address for all JOi correspondence.

In order to save a chat, click on the green Options button. It is always available at the upper right corner of the chat during the conversation.

Once the Menu is expanded, click on the first image to save the chat.

The chat conversation will be opened in a new tab. Now it can be copied or saved on your device.

In order to save it, right click on the chat and choose “Save as…” option. Pick the file’s location and click on “Save” button.

Remember that chats can be saved only during the conversation.

You can see all JOi currently available offers at JOiTelecom.co.uk, and then navigate to MOBILE tab located at the top of the website.

No. However, the offer is renewed every month and you can continue using our service with a new, full bundle.

Tethering is a way to connect your phone to other portable devices so they can access the internet using data from your data allowance.

All our data bundles allow tethering. This means you can use your phone to connect devices including laptops and tablets to the internet when you're out and about, simply by connecting them to your phone via Wi-Fi, Bluetooth or USB.

Many recent smartphones include an option to enable tethering. This option is usually referred to as a personal hotspot or portable Wi-Fi hotspot.

No, this option is not available.

Our mobile offer has a 12-month binding period. However, customers can upgrade or downgrade their offer as many times as they want.

Your feedback is very important to us. We recognise our responsibilities to ensure that all our clients are treated fairly. If you are dissatisfied with the care you have received or have related concerns, CLICK HERE to find contact information and how the complaint process work.

Be sure to have a UMTS (3G) device since the JOi SIM card doesn’t work on some old models that only support 2G networks.

This option is not available yet.

Of course, you can. Check if the handset needs to be unlocked. In this case, you can easily do it by contacting your old provider to remove the SIM lock.

No, unfortunately you can’t use internet on your BlackBerry unless your device runs BlackBerry OS 10 or above. You can use internet on these BlackBerry devices with your JOi SIM card, but not with earlier versions. To check which BlackBerry operating system version you have, simply type "myver" on your BlackBerry and hit space or enter. Your model number along with your OS version will be displayed.

If you exceed your allowance included in your price plan, you will be charged out-of-bundle rates. Some price plans, when you exceed the monthly data allowance, you can use additional data bundles at a special price. Each add-on is charged separately.

Once you have fully exhausted the promotional price, we may suspend your service to protect you from further charges. If you increase your limit in MyJOi, we will notify you again when you are close to your new limit and when you reach the new limit. Any usage above the limit will be charged 0.6144p per MB. The prices include VAT. Current rates can be found in our Price Guide.

You may opt out from the data add-ons during the order placement. If you do not wish to have the data add-ons available for your mobile subscription once your service is already active, please contact our Customer Service via chat.

If you fully consume your data allowance, you will be charged according to the out of bundle price visible on your chosen price plan.

We advise to set a spending limit but many mobile devices now allow you to limit your data via the handset itself.

View the data usage

To access the Data Usage screen, open the Settings screen of your Android phone, under Wireless & Networks and tap “Data Usage”. A graph shows how much mobile data all apps on your phone used over a period of time. Specify the “Data usage cycle” time period that matches your billing cycle to determine your monthly data usage and you should see the amount of data you’ve used in the past billing cycle.

As the Data usage screen notes, the information here is measured by your phone and your carrier may measure data usage differently. In particular, if you reset your phone to its factory default settings or switch to a new phone part-way through your billing cycle, you’ll have incomplete information here.

Setting Mobile Data Limits

You can tap the Set mobile data limit checkbox to restrict the amount of mobile data your phone can use over a billing cycle. For example, if you have a 5GB limit before your carrier starts charging you overage fees, you can ensure your phone doesn’t go above 5GB of data in a month.

After tapping the checkbox, drag the red line to a point on the graph to specify a limit. As Android recommends, consider using a conservative limit – if you have a 5GB limit and limit your phone to 5GB, you might go a bit over by your carrier’s estimation, resulting in some overage charges. You may want to set the limit to a bit lower than your actual limit.

When your limit kicks in, you’ll receive a notification and mobile data will be disabled for the rest of the data usage cycle you specified.

Setting a Warning

You can also set a data usage warning by dragging the orange line to a point on the graph. When your mobile data usage reaches the warning level, you’ll receive a notification. This can help you keep track of how fast you’re using data.

For example, if you have a 5GB mobile data limit, you can set a warning at the 3GB level. If you get a warning only a week into the month, you’ll know you need to slow down your data usage to make it through the rest of the month.

Disabling Data Entirely

You can also disable mobile data entirely by setting the Mobile data slider at the top of the screen to “Off”. This will prevent your phone from using mobile data anywhere; you’ll only be able to access the Internet on Wi-Fi. This ensures your phone won’t use any mobile data in the background.

If you do need to use mobile data, you can always re-enable it from this screen, take any action you need, and disable it again.

To really control the amount of data an app uses, you’ll want to modify that app’s settings. For example, if Twitter is using too much mobile data, you can open the Twitter app and control how often Twitter downloads new tweets. You could set Gmail to only download new emails when you sync manually. Many apps contain settings that allow you to control how the apps use mobile data.

Mobile data on your iPhone and iPad (Mobile Model) is used for data communication in mobile networks. It doesn't affect your ability to make or receive phone calls or use Wi-Fi to connect to the Internet.

Turn off mobile data

You can temporarily turn off mobile data to prevent apps from using the mobile network to send or receive data. Here's what happens when you turn off mobile data:

  • You won't see the mobile data icons in the status bar (for example 3G).
  • You won't be able to send or receive MMS messages. You can still send and receive SMS and iMessages (text or multimedia) when connected to a Wi-Fi network.
  • You won't be able to retrieve or listen to new Visual Voicemail messages.
  • You won't be able to use Personal Hotspot.

To turn off mobile data, tap Settings > Mobile on your iPhone or Settings > Mobile Data on your iPad.

Current Period is an accumulation of your data used since the last time the stats were reset, while Call Time will reset each month on your carriers billing cycle. You can tap Reset Statistics at the bottom of the screen.

When you turn off mobile data, your data services like email, web browsing, push notifications, and others will use Wi-Fi. When you turn on mobile data, you might be charged for using certain features and services that transfer data, such as Siri and Messages.

Depending on your carrier and device model, you might have some additional options:

  • Enable LTE or 3G.
  • Turn Voice Roaming on or off (CDMA): Turn Voice Roaming off to avoid charges from using other carrier's networks. When your carrier's network isn't available, your device won't have mobile (data or voice) service.
  • Turn Data Roaming on or off: Data Roaming allows you to access the Internet over a mobile data network when you're in an area that isn't covered by your carrier's network. When you're traveling, you can turn off Data Roaming to avoid roaming charges.

View and adjust data usage

Some apps from the App Store use the Apple Push Notifications to alert you of new data. Apps that use push notifications (such as instant messaging or social media apps) will use mobile data. To turn off push notifications, go to Settings > Notifications.

To view the mobile data usage for your apps, tap Settings > Mobile. You can turn mobile data on or off for each app. Contact your carrier if you have questions about your mobile data usage.

Exchange ActiveSync accounts are handled separately from other Mail and Calendar accounts. Exchange ActiveSync accounts will continue to use mobile data even if you turn off mobile data for Mail and Calendar. To view your Exchange ActiveSync mobile data usage, tap Settings > Mobile > System Services.

When your device is connected to Wi-Fi, any FaceTime Video or Audio calls you make will use the Wi-Fi network. If your router loses its Internet connection, or if the Wi-Fi connection degrades, you'll stay connected to the Wi-Fi network, but your device will route the data over mobile data.

You can set apps like Mail to fetch data wirelessly at specific intervals. The more frequently your device fetches email or other data, the faster data is consumed.

  • To fetch new data manually, tap Settings > Mail, Contacts, Calendars > Fetch New Data. Turn off Push, then tap Manually.
  • To increase the fetch interval, tap Settings > Mail, Contacts, Calendars > Fetch New Data and tap Hourly.

This is a global setting, which means it applies to all apps that don't support push services.

Smartphones are great for keeping us connected to the web whilst we are out and about. The downside is that many of the websites we use are data intensive and can quickly use up and exceed a month’s worth of data in a short amount of time.

Ever wondered which apps and services normally use the most data?

Streaming video

This is the main data user – Streaming video is great for watching clips on YouTube or to keep up to date with friends and family via video chat, but it also uses lots of data. Where possible, always connect to a safe and secure Wi-Fi network before streaming video

Streaming audio

The second biggest consumer of data is audio streaming such as online radio or music apps like Spotify.

Twitter

These short messages don't use much data, but if you follow a lot of people and click on links, data usage will increase.

Email

Most emails are tiny in terms of data, so you can send and receive emails as long as they don't have large attachments. The more attachments and photos you send and receive, the more data is used.

Facebook

This is roughly the equivalent to browsing the web. Status updates won't take much data, but sending photos and viewing friends' pictures require more date.

Photos

Sending and viewing photos both count toward your monthly limit. With smartphone cameras getting better, the size of photos and the quality are increasing.

Maps

Unlike satellite navigation systems, some navigation apps continuously load map details onto your device. They can use a lot of data to retrieve these images - up to one megabyte per minute. You're also likely to use them for a long period of time.

Web browsing

Web pages vary widely in size, so data consumption will depend on whether you like to visit graphically rich sites (lots of data) or text-oriented ones (less data). But roughly speaking, 10 pages a day will eat up about 100 megabytes per month.

Not all usage is included in your allowances, therefore your bill might be higher due to several types of usage:

  • calls and messages abroad
  • calls and messages made or received abroad, unless you're in a “Roam Like At Home” destination and make or receive a non-home call. Don’t worry, calls and SMS to the UK and within the EU/EEA are included in your allowance for all our plans.
  • calls and messages to and from speed dial numbers
  • message alert services
  • calls to directory services beginning with 118
  • calls to numbers beginning with 084*, 087* and 09.

Your phone is automatically set up as soon as you enter your JOi SIM card. However, sometimes you need to manually enter some parameters in the Settings section of your phone in order to make it work:

  • APN: mob.joi.net
  • Username: (empty)
  • Password: (empty)
  • MMSC: http://mms.um.three.co.uk:10021/mmsc
  • MMS Proxy: mms.three.co.uk
  • MMS Port: 8799
  • MCC: 234
  • MNC: 20

For security reasons, you will need to enter the PIN when using the SIM card for the first time. It’s a 4-digit code you will find on your SIM card. By default, your PIN code is 0000. This feature can be easily disabled via your mobile settings.

A Personal Unlock Code (PUC), also known as a PIN Unlocked Key (PUK), is used in mobile phones to reset a lost or forgotten PIN (Personal Identification Number). If you enter the wrong PIN three times, your SIM card will be locked. You'll need a PUK code to unlock the SIM card.

In this case contact our Customer Services via chat and we will help you.

An MMS or 'multimedia messaging service' is a picture or video message, that lets you attach a multimedia file to your text messages. Some handsets can convert long SMS to MMS.

Smartphones are permanently connected to the internet so you could use data abroad without realizing it. You can change your roaming settings before you go abroad, either by turning data roaming off on your phone or by changing your data settings.

Your phone is automatically set up as soon as you enter your JOi SIM card. However, sometimes you need to enter some parameters manually in the Settings section of your phone in order to make it work:

  • APN: mob.joi.net
  • Username: (empty)
  • Password: (empty)
  • MMSC: http://mms.um.three.co.uk:10021/mmsc
  • MMS Proxy: mms.three.co.uk
  • MMS Port: 8799
  • MCC: 234
  • MNC: 20

Your voicemail is activated by default.

You can set up a four- to eight-digit PIN (Personal Identification Number) to help protect your voicemail messages. This means only you can access your voicemail and prevent other people, such as hackers, from listening to your messages.

When you first set up your voicemail with us, you'll be asked to choose a PIN and record your voicemail message. You won't be able to access your voicemail from any other phone until you've set up a voicemail PIN.

To set up your voicemail, follow these steps:

  1. Call 123 from your phone
  2. Choose a new PIN and select #
  3. Confirm your new PIN and select #
  4. You'll be asked to record your name as this identifies you when you send messages to others
  5. Say your name clearly and select #
  6. Select 1 if you're happy with your name, select 2 if you want to listen to your name or select 3 to re-record your name
  7. You'll be asked to record a message that callers will hear when they go to your mailbox
  8. Say your message clearly and select #
  9. Select 1 if you're happy with your message, select 2 if you want to listen to your message or select 3 to re-record your message

Your voicemail will now be set up on your phone.

Tips to help you choose a PIN:

  • avoid using repeated digits, e.g. 112233
  • avoid anything obvious e.g. your birthday
  • your PIN needs to be easy to remember but difficult for other people to guess
  • change your PIN regularly
  • change your PIN if you suspect someone else may have guessed it

Just call 123 from your JOi SIM and you’ll hear how many messages you have. If you would like to listen to those:

  • Dial 123 from your phone and follow the instructions
  • Dial 07782 333 123 from any other phone and follow the instructions
  • Dial +44 7782 333 123 when you're abroad and follow the instructions.

Just contact JOi services via chat and request the change.

If you access your voicemail while in the United Kingdom, you will be charged a standard national mobile rate that applies to your current price plan.

If you access your voicemail while roaming, you will be charged the roaming rates applicable to the country you travelled to.

The permissible minute and roaming rates are available in our Price Guide.

  1. Before you go away, make sure you know your PIN so you can access your voicemail outside of the country
  2. Dial +447782 333 123
  3. You'll be asked to enter your PIN followed by #
  4. In some countries, you may be asked for your mobile phone number and PIN
  5. Select 2 to listen to your voicemail

Roaming charges may apply.

You'll always be asked to enter your phone number and PIN when accessing your voicemail from another mobile or landline phone.

For security reasons, we recommend selecting the option that requires you to enter your phone number and PIN whenever you access your voicemail.

To set up your PIN, please follow the steps listed below:

  1. Call 123 from your phone
  2. Select 4
  3. Select 2
  4. Select 2
  5. Select 1 to disable quick login
  6. End the call

You'll now need to enter your PIN whenever you access voicemail. There is no default voicemail PIN. The only PIN that exists is the one you set up.

Tips on making your voicemail more secure:

  • If you access your voicemail from another phone, you'll always be asked to enter your PIN. Always keep this number private and avoid obvious numbers.
  • You can improve voicemail security on your phone by choosing to enter your phone number and voicemail PIN every time you use voicemail, as described above.

All JOi customers have the roaming enabled by default. So if you made no prior changes, it should be up and running.

Secondly, you need to set a setting called APN in your phone. It should already be set up as soon as you enter your JOi SIM card. However, sometimes you need to enter this setting manually in the Settings section of your phone: APN: mob.joi.net.

International roaming allows you to make calls, send texts or use data when you’re abroad. When you travel to a foreign country and phone, text or surf online with your mobile phone or device using your home country's SIM card, you are roaming. JOi and an operator in the country where you are travelling, work together to keep you connected, so you can make and receive mobile phone calls, write text messages, surf the internet and download content.

If you use your phone abroad, you may be charged roaming rates. Our rates are easy to understand and have no hidden extras – just check our Price Guide for details.

The European Parliament has decided to eliminate roaming tariffs in the European Union as of 1st June 2017.

You'll be able to take your national data, minutes and texts to use anywhere in the EU at no extra cost. Perfect if you want to post a selfie from the beach or find your way around with maps.

Your current SMS and Voice calls allowance from the current plan you are on automatically are available in EU. For example, if you have 5 hours of calls locally, the same 5 hours are available when roaming in the EU. If your plan includes unlimited calls and SMS, you will get unlimited calls and SMS when roaming in the EU.

Your data allowance will depend on your chosen price plan. To check the details of your monthly allowance, please refer to the Price Guide on https://www.joitelecom.co.uk/ or log in to MyJOi.

Your roaming is automatically set as active! You can enjoy the service abroad without the need to contact customer services. However, if you have deactivated the roaming before, you need to activate it on MyJOi.

Your phone is automatically set up as soon as you enter your JOi SIM. However, sometimes you need to enter some parameters manually in the Settings section of your phone in order to make it work.

You will need to change the “APN” settings in your phone if you want to use data abroad. It’s easy just follow the instruction below:

  • APN: mob.joi.net
  • Username: (empty)
  • Password: (empty)
  • MMSC: http://mms.um.three.co.uk:10021/mmsc
  • MMS Proxy: mms.three.co.uk
  • MMS Port: 8799
  • MCC: 234
  • MNC: 20

Android Devices

Step 1:

Go to Settings > Wireless/Tethering & Network > Mobile Networks > Access Point Names

Step 2:

Select ‘New APN’

Step 3:

Select the APN option and when prompted type aforementioned settings

Step 4:

Save these settings

Step 5:

Ensure data roaming and International roaming are enabled.

Step 6:

The profile should now be installed – To test, turn off Wi-Fi and attempt to browse


Apple Devices

Step 1:

Go to Settings > Mobile Data > Mobile Data Options > Mobile Data Network or: Settings > Cellular > Cellular Data Options > Cellular Network

Step 2:

Tap the APN option and when prompted type aforementioned settings

Step 3:

Save these settings

Step 4:

Ensure data roaming and International roaming are enabled.

Step 5:

The profile should now be installed – To test, turn off Wi-Fi and attempt to browse

As soon as you are abroad, a message will tell you the rates in the new country. Find out more on our Price Guide.

Smartphones are permanently connected to the internet so you could use data abroad without realising it. You can change your roaming settings before you go abroad, either by turning data roaming off on your phone or by changing your network settings.

A worldwide data roaming limit of £40 per month is already set up to stop you spending too much, however please bear in mind that we might not be able to cut your data immediately in case the traffic is delayed or data session used in one go exceeds the amount, therefore additional charges might be generated.

We'll send you texts to let you know when you've reached 80% and 100% of this £40 limit. If you want to have the limit lifted, you can do that in MyJOi.

After reaching the limit, your data traffic will be blocked, but you will be always able to enable it again by contacting us.

To keep track of what you're spending abroad, please login to MyJOi.

If you don't want to receive text notifications of roaming costs, or if you disabled them and want them active again, just text “stop” or “start” for free to 330.

Yes, here are some important contact details for you when you're abroad:

  • call us on: +441212274400 (standard roaming rates apply)
  • voicemail: +447782333123 (standard roaming rates apply)
  • local emergency services: 112 in Europe, 999 in UK, 911 in USA and Canada.

Keep in mind that your roaming may be activated when you are near a border in another country, as it may pick up a different signal. Therefore, whenever you are close to a border of another country, always check the name of the network displaying on your mobile phone. If it’s not changed, you can be sure that roaming is disabled. If it’s changed, then a different signal was picked up, roaming may be activated and additional charges may occur. If you do not want your roaming enabled automatically, you can turn it off.

Our network covers 97% of the UK population. To find out if it's in your area, go to our coverage checker below and enter your postcode.

For 3G coverage click here.

For 4G coverage click here.

Signal strength can vary depending on weather conditions, your distance from a mast and the location of the building you're in, particularly if it's in a valley or behind a tree.

If you're having signal problems, these tips might help you:

  • Try sitting near a window.
  • Try using your phone in a different room as some rooms get a stronger signal than others, depending on the thickness of the walls.
  • Try switching your phone off and back on again.
  • Make sure you have enough battery life as this can affect signal strength.

Some phones are better at picking up signals than others.

It’s Three UK – the best Data network in the UK today according to independent customer tests.

In order to troubleshoot please follow the steps below:

  1. Double check your SIM card with at least two different 3G devices; try it in different locations to make sure that the issue is not due to poor signal at your current location. In order to check your signal please go to:

    http://www.three.co.uk/_standalone/mvno_coverage_3g

    http://www.three.co.uk/_standalone/mvno_coverage_4g

  2. Verify if there is no outstanding balance on your account to make sure your line is not suspended due to missing payment. Once the balance is clear, service should be restored within 24 hours.

    If you recently made a payment and the service was not reconnected, please reboot the device by removing the SIM card for a few seconds.

  3. If your data is not working, check your subscription allowance on MyJOi. When you go over your allowance of data, minutes or texts included in your price plan, you will be charged out-of-bundle rates (you can find the current rates in our Price Guide) and any further usage may be limited to prevent unexpected high bills.

    If your service is suspended, you will still be able to make and receive national calls and texts, but all other services including data and roaming will be blocked.

    You can make a quick and easy payment in MyJOi as soon as you receive the first notification to avoid suspension increase the usage limit to settle the current usage.

    If you recently made a payment and the service was not reconnected, please reboot the device by removing the SIM card for a few seconds.

  4. If after these tests your service keeps failing, please contact our Customer Service via chat.

JOi does not have the possibility to send you paper invoices via post. Instead, you can easily access each bill via the MyJOi platform and print it if necessary.

Your upfront payment is paid by Credit or Debit Card when you order, after which you pay your monthly bills by Direct Debit.

To set up or update Direct Debit, you need to send us a filled-in and signed Direct Debit mandate. You can download the Direct Debit mandate from our website.

You can also pay any overdue bills or outstanding balances quickly and easily online in MyJOi using your Credit or Debit Card.

You can check your usage every time you log in to MyJOi - you will be able to see current and previous usage (up to 12 months). You will also see what is included in your monthly allowance as well as any outstanding charges.

You can pay any outstanding bills quickly and easily in MyJOi too.

We will notify you by text and Notification in MyJOi when you have used 80% and then 100% of the data, minutes or texts included in your price plan (where applicable).

If you go over your allowance of data, minutes or texts included in your price plan, you will be charged out-of-bundle rates (you can find the current rates in our Price Guide) and any further usage may be limited to prevent unexpected high bills. This limit is determined by your billing payment history, but you can increase it each month by making a payment in MyJOi if, for example, you are going abroad and plan to use a lot of data.

RATES WHEN EXCEEDING THE MONTHLY DATA ALLOWANCE

JOi S or JOi Small:
£3.00 per 250 MB for the first 2500 MB. Once you fully exhaust the promotional price, we may suspend your service to protect you from further charges. If you increase your limit in MyJOi, we will notify you again when you are close to your new limit and when you reach the new limit.

Any usage above the limit will be charged 0.6144p per MB. Prices include VAT.

Other price plans:

£6.00 per GB for the first 5GB.
You may opt out from the data bundles (first 5GB or first 2500MB for JOi S) during the order placement. If you do not wish to have the data add ons available for your mobile subscription once your service is already active, please contact customer services.

Once you fully exhaust the promotional price, we may suspend your service to protect you from further charges above 30 GBP. If you increase your limit in MyJOi, we will notify you again when you are close to your new limit and when you reach the new limit. Any usage above the limit will be charged 0.6144p per MB. Prices include VAT.

If your service is suspended, you will still be able to make and receive national calls and texts, but all other services including data and roaming will be blocked.
You can make a quick and easy payment in MyJOi as soon as you receive the first notification to avoid suspension.

You will also need to make a payment in MyJOi if your service is suspended so we can get you connected again.

Yes, if you are a JOi Mobile Service customer, you have certain usage obligations. In general, these obligations require your use of our services to be for private, personal and legitimate consumer purposes.
You can find full details of our Acceptable Use Policy in the Terms and Conditions

When you placed your order for a JOi SIM, you paid one monthly fee in advance. This monthly fee is credited in your first recurring bill.

You will also have a pro-rated charge for your first month, from the date you activate your SIM, or 14 days from the date of your order, whichever is earlier. Your first month calls, texts and data allowance (where applicable) are pro-rated in the same way.

This means you receive and pay for a proportion of the full monthly allowance. For example, if you order a JOi Mobile SIM on the 1st of the month, but don’t activate it until the 15th, you will receive and only pay for half the full monthly call, text and data allowance (where applicable) in your first month. Any additional use will be out-of-bundle and charged accordingly. You can always check how much allowance you have in MyJOi.

Finally, your first recurring bill also includes the fee for the following month, because monthly recurring fees are always charged in advance.

You have access to all your previous bills and the current one in MyJOi “Invoices” section – you simply have to login from login form

Please find an example invoice with explanation of the bill here

Your last bill could be higher than your usual monthly charge if you cancelled your subscription before the ending of your commitment period. In this case, we will charge you for the remainder of your contract.

Common causes can be international or roaming usage, as well as calls or texts to premium numbers.

You may have exceeded your free minutes or data contained in your bundle. In order to view your current Tariff, log into your My JOi and see your current plan and what bundles it contains.

You will receive an e-mail notification when the new invoice is ready and it will be available on MyJOi.

We will remind you about any outstanding bills until we are forced to suspend your mobile service.

Spam messages are usually marketing messages that are sent to you without you requesting them.

Check the type of message:

  • If you've received the message from a short code, or you get the option to stop receiving future messages, click 'Stop All' to stop the messages, or check on the PSA website for further assistance: http://psauthority.org.uk/about-us/number-checker
  • If you've received the message from a mobile phone number or any other untrustworthy source, we recommend that you don't respond to the message in any way.
  • If the message is about accident insurance claims, we strongly recommend that you don't respond to these messages in any way and that you report them to us immediately.
  • If you're worried about the spam messages you've received, you can report your message to the Information Commissioner's Office (ICO) who will be able to help you.

Special numbers are always a separate, premium service. It applies to all U.K. mobile phone providers. Calling them may result in additional charges, as this is a separate service.

You can find more information on the website of the U.K. regulator of premium services: http://www.phonepayplus.org.uk

JOi sends you a new invoice at the beginning of each month and we will send you an email to notify you that a new invoice is ready. We only invoice you on a monthly basis, therefore we will ask for your payment once a month only. We ask you to set up a direct debit for an easy and comfortable way of payment. We require to receive your payment as per due date indicated in the invoice. In order to view all your invoices, please log into your MyJOi and go to INVOICES.

Please click here for more information.


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