CUSTOMER SUPPORT

Please read the following before contacting us:- 

DELAYS

You may experience delays due to increased traffic on the mobile networks during busy periods. New-Visions cannot control the increase in traffic, but we have made improvements in the service to cope with the increased traffic.

Billing messages are sent immediately and will be received before your order. You should receive your order (SMS message, WAP bookmark or WAP push message) within 24 hours of receiving the billing messages. Please be patient.

WHERE IS MY RINGTONE?

It may be that we have sent your link to your handset, but you can’t see it. Please refer to you manual with regards to how your phone deals with incoming WAP push messages.  These are normally found in your service inbox (in Services), push message inbox (in Fun Box) or WAP browser.

ARE YOU WAP ENABLED?

If you have not received a link into your service inbox (this applies to polyphonic tones, real tones & wallpapers) it may be because your handset is not ‘WAP enabled’. To check this you will need to contact your network provider.

Vodafone                        07836 191191               www.vodafone.co.uk

O2 Contract                   0870 5860860               www.o2.co.uk

O2 Prepay                      0870 5678678  

Orange Contract           07973 100150               www.orange.co.uk

Orange Prepay              07973 100451  

T-Mobile                       0845 4125000               www.t-mobile.co.uk

Virgin                             0845 6000789               www.virginmobile.com/mobile

3                                     0870 7330333               www.three.co.uk

Once your handset has been WAP enabled by your network, contact us again and we will resend the link to you free of charge.

RETRIEVING YOUR ORDER

For monophonic ringtones you will receive an SMS message containing your ringtone. You need to save this before you play it.

For polyphonic tones, real tones and wallpapers you will have received either a text URL or WAP push message.

Text URL – You will need to copy (if your phone allows) or make a note of this and enter into your WAP browser. Please note this is has to be exact and that you enter the whole address. If you receive an error message after inputting the URL please check and try again. By clicking on the link you will trigger your download, which then needs to be saved to the handset.

WAP push – Once you have located the WAP push message you need to click on this to automatically start the download process. It may ask if you want to retrieve or connect first. Once downloaded, you will need to save to your handset.

If you are still having problems and would like to contact us please email customer.service@newvisionsmobile.com or telephone 0870 896 4435 and we will attempt to resolve your problem within 2 working days.