on 06-05-201309:28 AM - edited on 30-05-202309:31 AM by Alex48M
At 48, we are an online, Community-based support team. That’s why we’re so cheap, as we don't have massive call centres to pay for. There are several ways of getting help on the website. Reading our FAQs is the fastest, followed by asking the Community.
Step 1 - Read the FAQs
This is the quickest way to find help. Go here to browse our FAQs or simply type your question into the search box at the top of the Community page.
The FAQs should be your first port of call when you have a question. They've been created by looking at the questions asked by our users, so there is a good chance that we have a ready-made answer for you.
If you didn't find an answer in one of our FAQs, there's still a chance that someone has already asked the same question on the Community. Whenever a question on the forum is answered, we encourage people to mark the best answer as the "accepted solution", so that others who find the thread later know how to solve it if they have a similar problem.
Still no answer? Try asking the Community. Your fellow 48 customers will get back to you within minutes, with plenty of advice on how to solve your problem.
Our Community is very helpful, so you will always find someone knowledgeable to help you. Go directly to our Help section and post a new question. Make sure you post a new topic, that way it will get the most attention.
Information to Include
When posting your question, make sure that you explain your issue as clearly as possible, and give all the details you can. Make sure to include:
What phone and what plan you have
Why you can't do what you're trying to do, including any error messages you find
What you've already tried to solve your issue
This will make it easier for our members to give you advice to sort you out.
Also
As the forum is public, please do not post any personal information such as your phone number, bank details, etc. The members do not need any of your personal information to give you advice.
Finding Your Question Again
To find your post again, go to any Community page and then click on your username on the right hand side. At the top of this page, it will display all the posts that you have recently made. Make sure to keep an eye on your post to help members solve your issue in case they need to talk things through with you.
Saying Thanks
The people answering your questions are Community members just like you, so it's nice to say "thank you" to them for helping you out. The best way of doing this is to press the "Accept as solution" button on the best answer in the thread. This will identify it as the right answer for any other members who have a similar problem in the future, as well as being a nice "thank you" for the members who helped you out. You can also click the like button on any reply that you find helpful.
Step 3 - Contact 48 Customer Care
Finally, if either of these options provides no help, you can send an e-mail to our online support team via this link. 48 Customer Care will take a bit longer to get back to you than reading the FAQs or asking the Community.
The forum can't help you with anything personal to you, such as topping up problems, as this is sensitive information. Account related issues should be directed to 48 Customer Care, via the link below:
48 Customer Care work 7 days a week from 8am to 10pm. You can expect a reply within 6 business hours.
If you have responded to something they've sent you, it will be 24 hours.
And if something has to be looked at by the tech team, it can take between 3 and 5 working days to get your issue resolved. If you e-mail us though, you will get a reply within 48 hours.
If you're not sure if you should contact 48 Customer Care or ask the Community, then post your question in the forum first and the members will be happy to point you in the right direction.
