General FAQs

Why is my bill so high?
There are many reasons and variables that could account for your bill being so high.  It could be due to running out of data and you have therefore been...
Wed, 14 Aug, 2024 at 3:06 PM
Why is my old provider still billing me?
Once you have ported over to us here at Ice comms, this subsequently terminates the contract with your previous provider, however there are 2 main reasons w...
Wed, 14 Aug, 2024 at 3:32 PM
I am changing my business name
This process is commonly referred to as a Transfer of Ownership or TOO by way of an abbreviation.  Typically it is a fairly seamless process in which it...
Wed, 14 Aug, 2024 at 3:43 PM
My handset has stopped working
There are many reason this could be but we always recommend the 3 main troubleshooting steps.  The first step is simply powering the handset off and bac...
Wed, 14 Aug, 2024 at 3:55 PM
Why have I received an email asking me to send over an invoice for discount?
The reason you will have been asked to do this is because here at Ice comms, we cannot apply the discount directly to your network direct invoices. Esse...
Wed, 14 Aug, 2024 at 4:52 PM
How do I claim my buyout from my previous provider?
After switching network providers, your previous provider should send you a copy of your "final bill". The time frame on this can vary, it can tak...
Wed, 14 Aug, 2024 at 5:01 PM
Who are Propel and why have they billed me?
Propel are the leasing company who you pay directly for the lease of the handsets.  Propel do not send out any invoices in respect of the handsets, howe...
Wed, 14 Aug, 2024 at 5:10 PM
Why have I been charged more on my Propel agreement?
There will be 2 reasons why you have been charged more on your Propel agreement.  If this is your very first bill from Propel, this will have included a...
Thu, 15 Aug, 2024 at 9:20 AM
I want to make a complaint; how do I do this?
We are so sorry that you feel the need to make a complaint.  The process for making a complaint is very straightforward, you just need to email in to su...
Thu, 15 Aug, 2024 at 10:17 AM
What do I need to do when my contract is coming to an end?
You will need to email us on support@ice-comms.co.uk 30 days before the contract ends advising whether you want your PAC (porting authorisation code) codes ...
Thu, 15 Aug, 2024 at 10:30 AM