Frequently Asked Questions
Mobile Services

All SIM cards supplied will be Triple SIMs (Standard, Micro and Nano). Triple SIMS can be broken down to the required size of your device.

Once the connection status on your order detail says confirmed, the expected date column will state when the connection is due to go live.

We will need at least 3 working days’ notice if there is an amendment required for your activation date. In this instance, please contact our Order hub team at orderhub@2circles.com or on 0800 4700 007.

New Connection:

The new SIM provided will be connected on the activation date given. On the day you will need to plug in the new SIM card to your handset. We hope your connection will be up and running as early as possible, but please note that it can take up to 24 hours to complete.

Porting Connection (moving from another network e.g. EE to O2):

The port can happen at any time on the activation date. When your current SIM stops working, plug your new SIM into your handset. If at any point during the porting process you experience conflicting service, we recommend rebooting your device.

Migrating Connection (Staying on the same network e.g. O2 to O2)

If a new SIM has been allocated to your migrating number, a SIM swap is required and will take place at any time on the activation date. Once your existing SIM stops working, plug in your new SIM. If you have not been allocated a new SIM, please retain your existing SIM card in your handset. You may lose service whilst the migration completes, if this is the case then please reboot your handset and the service should resume.

See the below table for the ways you can transfer your contacts and content from your old device to a new device.

All our connections will be set up to Roam unless requested otherwise upon connection. We recommend contacting your SCG Together account manager before travelling so we can advise the best option for your trip.

All our connections will be set up for international use unless requested otherwise upon connection. We recommend contacting your SCG Together account manager before travelling so we can advise the best option for your trip. If you need your device barred, you can do this via the customer portal or by contacting your account manager.

If there is an amendment required for your order, please contact our Order Hub team at orderhub@2circles.com or on 0800 4700 007.

These communications can be 2 working days apart, if you haven’t received the communication you are expecting please contact orderhub@2circles.com or 0800 4700 007.

These communications can be 2 working days apart, if you haven’t received the communications you are expecting please contact orderhub@2circles.com or 0800 4700 007.

All our connections will be set up as standard with 5G and Wi-Fi Calling.

We can provide a spending limit, please contact your account manager to set this up.

Yes, pro-rata applies to your allowance, depending upon the date within the month you are connected.  For example; connecting on a 2GB Tariff on the 15^th would only give you 1GB of data to use for that month.  Then from the 1^st of the next month, you will have the full 2GB allowance.

The mobile Networks do not recommend porting when outside of the UK. Though the number port can still be completed, you may experience severe delays. If you are abroad or plan to be abroad on your current port date, please let us know asap and we can try to organise an alternative date.

A Spend Cap is a financial safeguard that allows you to set a limit on additional charges outside your monthly plan or Bolt On allowances during each monthly billing cycle. It helps you control unexpected costs by restricting extra spending beyond a set amount.

You can add or adjust your Spend Cap to suit your needs—whether you prefer no cap at all or a custom limit starting from £1.

How do I add/ amend a Spend Cap?

You can add and manage your Spend Cap via your SCG Account Manager.

What are my options?

You can choose not to have a Spend Cap, or you can choose to have a Spend Cap set any amount above £1.

What counts towards my Spend Cap?

Your Spend Cap covers any chargeable calls, texts, or data usage outside your monthly or Bolt On allowances, including:

• Extra calls, texts, and data once your standard bundle or Bolt On is fully used.

• Calls and texts to non-geographical numbers from the UK.*

• Calls and texts to international numbers from the UK.

• Calls, texts, and data usage while traveling outside the UK.

• Calls to directory enquiry services.

* Charges for calls and texts to Non-Geographical Numbers may still apply, though the network access fee will not be charged.

What doesn’t count towards my Spend Cap?

Certain charges are excluded from your Spend Cap, such as:

• Recurring charges, including your monthly tariff or handset payments.

• Fees for adding a Bolt On to your plan.

• Charity donations made via your phone.*

• Charge to Mobile transactions, including digital content and app purchases.*

• Charges for third-party or premium services (access fees for these services will be limited).*

*Any Charge for these will still contribute to the total Spend but will not be creditable at the end of the month.

What happens if I reach my Spend Cap?

If you reach your Spend Cap, some chargeable services such as international calls and roaming may be restricted to prevent additional costs. However, emergency services will always remain available.

If restrictions are applied, it may take up to 24 hours for bars to be lifted, and up to 48 hours if you are roaming.

If you would like to adjust or remove your Spend Cap, you can do so at any time via your SCG Account Manager.

You can set your data limit on Android by going to Settings>Data Usage. On iPhones you can complete a manual check via Settings>Mobile Data. ​Third-party apps such as My Data Manager, Data Count and Onavo Count are also available.

Where possible, SCG will provide 80%, 90% and 100% data alerts.

Please note that this is not a guaranteed service and in certain circumstances, you may not receive a notification that you are close to or have exceeded the tariff limit.  We will not automatically cap your data once you exceed your tariff limit, and highly recommend that you use a data management app on your device to monitor and control your data usage to avoid any excess charges.

If you require a spend cap please contact your account manager to set this up for you.

All connections will allowance reset on the first of every calendar month.

Yes, you will be charged the out of bundle rate for your plan per MB (plus VAT) for any data over the allowance until the end of the current month.

You can top up your data allowance for the remaining period of the month.

For both top up & tariff changes, please contact your account manager on 0800 4700 007 for more details.

Alternatively, if your usage is close to your maximum allowance, switching off your mobile data can help reduce unnecessary usage.

If your SIM card is lost or stolen, you must call us immediately on 0800 4700 007 to place a bar on your connection and stop any unauthorised usage. Customers are liable for any usage until they have contacted us to place a bar on their account.

Please contact your SCG Together account manager via email or on 0800 4700 007 with the below information, we will then organise a new SIM to be delivered.

Mobile Number(s)

When to Activate

Delivery Contact Name and Address

On O2 we are able to offer eSIM for compatible devices. We are currently unable to support Apple watches or wearables. If an eSIM is required please request with your account manager.

An eSIM is a virtual SIM, digitally embedded in your phone that stores the data needed for your phone to connect to the O2 network. It’s similar to a traditional plastic SIM, but removes the need to put a physical sim into your phone.

eSIM allows you to:

• Use one number for business and one for personal calls on the same device
• Add a local data plan when you travel abroad
• Have separate Voice and Data plans
• Have Multiple Numbers & Multiple Networks on one Handset

There are multiple bars available to apply to your connection. You can request them via your customer portal or contact your SCG Together account manager via email or on 0800 4700 007.

Please select your network

• O2
• EE
• Vodafone

If you don’t want to use data abroad, we recommend switching off data roaming on your device. This will stop the you from accessing the international data network. Please check the operating manual for the device you are using to activate/deactivate this feature.