IT ServicesStaff

Hardware and Telephone

Mobile Phone Procurement

IT Services are now in working with your local support staff to move everyone across to O2.

If you need assistance, please refer the below tabs for information on who your departments 'daily contact' is; what to do if you have an issue with your current contract or phone; how to order a new connection; etc. 

Information for Mobile Phone Users and Departments Daily Contacts

Each department has a mobile phone 'Daily Contact' who should be all mobile phone users first port of call with any questions, issues and requests. 

Who is my Departments Daily Contact(s)?

School / Professional Services Contacts list

School / Professional Services  Contact(s)
AACME Louise Denniff, Angela Foreman
Harsha Brooks, Charlotte Hammond, Marcela Garner
Nicola Lawrence
Architecture, Building and Civil Engineering Jayshree Lakha, Karisham Joshi
Campus Living Stephen Bailey
Creative and Print Services Marc Smith
Design School Steven Warren
Enterprise Office Bhavna Patel
Finance  Emma Burrow
FM Lisa Slater
Health & Safety Service  Chris Burton
International Office Danielle Jarvis
IT Services Sharon Kitson, Sophie Currie
Library  Brant Hickman, Julie Saunders
LUL Sylvie Easy-Hemmings
Research Office Janine Bates
School of Arts Steven Warren
School of Business and Economics Dawn Brown
School of Science Elena Bradley / Norma King 
School of Social Sciences Louise Lee 
School of SPGS Sue Clarke
Sports Development Centre  Nicky Jones
SSEHS Jenny Sutton
People & Organisational Development Paige Norris
Student Services Niamh Skeet-Patel, Emma Sleath
Vice Chancellors Office (VCO) Kim Schofield
Wolfson School (Intelligent Automation Centre) Dawn Schubert
Wolfson School (CREST) Alison Flitten
Wolfson School (Monitoring system sim only)  Eleri Bristow
Wolfson School (Sports Technology Institute) Cheryl Heath

Daily Contacts are Authorised to:

All mobile users are authorised to call providers directly to obtain general information relating to their phone (not including billing information)

However, a password will be required to ensure you are not calling regarding a lost phone. Please speak to your departments 'daily contact' as your first point of call in most instances, they have additional authorisation with the university providers, as follows: 

  • Obtain billing information (For connections prior to Sep 17)
  • Obtain general information
  • Obtain PAC codes
  • Obtain PUK codes
  • Obtain handset unlocking codes
  • Authorised to add/remove services and products e.g. increase data bundles (For connections prior to Sep 17)
  • Handset/phone information including warranty details and carry out diagnostics
  • Raise orders, via MSO team in IT Services, to be placed 

Provider Contact Details

EE

Telephone number: 0800 0790 201

Email address: publicsector.keyaccounts@ee.co.uk

Account number: 72318 

Gamma

Gamma offer a Customer Support Centre (CSC) which provides access to support for Gamma services 24x7. Gamma CSC is a 'helpdesk to helpdesk' function and requires the initial incident to be raised by the Customer's helpdesk/IT service provider.

Methods of Contact:

Email Address: Mobile.Faults@gamma.co.uk

Telephone number: 0333 014 0333

O2

Telephone number: 0113 388154 / 08009020213

Email address: publicservice@o2.com

PIN:  63401

Vodafone

Telephone number: 0333 304 3333

Email address:  Regional@help.vodafone.co.uk

Account number:  670045603 

Everything you need to know about switching providers...

How do I switch my current number to the new provider?

Only current numbers which are 'out of contract' will be transferred to the new provider once finalised, any remaining numbers will be moved as and when their current contract ends. The process of switching all current numbers over to the new provider will be facilitated by each departments 'Daily Contact' and the Management Support Office (MSO) within IT Services. 

Information for Daily Contacts regarding moving: 

The MSO team in IT Services will contact all daily contacts with full instructions when it is time to move your department over to our new provider. If you have any questions in the meantime please contact the MSO team via email (mso@lboro.ac.uk)

 Updated responsibilities:

  1. IT Services will now be responsible for any bills under the new provider.*  Departments remain responsible for any numbers which remain under the original suppliers/contracts until those numbers are out of contract and transferred to the new agreement. (*contracts as part of Research Projects will be recharged to the research budget code each month) 
  2. Handsets will still be purchased from Dept/School budget - Our recommended supplier is Academia and a full list of preferred models is available on request.  

Need a new connection?  

If you require a new connection please contact your departments 'Daily Contact', who will be able to help you with this. Orders will then be placed through the MSO team in IT Services, similar to the old process. Please see the 'Ordering' tab below for further information. 

Tariff Information and Device Specification

Voice and Data SIM:

  • Unlimited minutes
  • Unlimited texts
  • 2GB Data 

Data only, basic voice only, and pay as you go tariffs are also available on request, please contact the MSO team for further information (mso@lboro.ac.uk)

Hardware (Phone, tablets etc): 

Each department/school are responsible for purchasing handsets currently. Our recommended supplier is Academia and a full list of available models can be found here.

More information of available iPhones can be found on the Academia Apple catalogue, found here.  

(Agresso supplier number S10679)

Voice only and Data only SIMs tariffs are also available, please contact the MSO team for further information (mso@lboro.ac.uk)

 

Placing New Orders

For all new connections please contact your departments 'daily contact', they will then help place orders for hardware and facilitate orders for SIM cards and lines. 

For SIM/new connection orders:

Daily Contacts are to place orders for new connections through the MSO team, by emailing MSO@lboro.ac.uk.

Please note, the following information is required:

  1. Delivery address for SIM
  2. Name of user 
  3. Type of handset SIM will be used wit

Please note that all connections are now on SIM only tariffs, for hardware order please see the information below.

NB. All number porting requirements must be specified at the point of ordering

For handset orders:

Departments/schools are responsible for purchasing handsets. Our recommended supplier is Academia and a full list of preferred models is available here.  

Information of available iPhones can be found on the Academia Apple catalogue, found online here, or documented here.  

(Academia's Agresso supplier number: S10679)

Frequently Asked Questions

What are the ordering and delivery timeframes?

Ordering Timeframes: 

Once your order has been submitted to the MSO team in IT Services your order will be placed within 3-4 working days. 

Orders are submitted by your department's 'daily contact' - please see 'Department Daily Contact' tab for further information. 

Delivery Timeframes: 

Delivery timeframes will be published once the agreement with the new university’s sole supplier for Mobile Telephones and Data Services is on place. 

 

Can my data allowance be capped or increased?

All users will be capped at 2GB for data usage, if this limit is causing problems with your business usage please contact your Daily contact in the first instance.

All users should receive text notifications when they are reaching their data allowance, for all university network providers (O2, EE, Vodafone and Gamma). Please notify your daily contact as soon as possible if you receive these texts and use Wi-Fi where ever possible. 

Data usage is monitored and excessive usage will be flagged with departments and recharged.

What if I have poor reception with our new provider?

If you experience poor service please flag with your departments daily contact, who will be able to escalate the issue as necessary. 

If you have moved to O2, you could also try this helpful tool to see if the area you are in is having problems.

https://www.o2.co.uk/coveragechecker

 



Who do I contact if my handset if damaged, lost or stolen?

Please contact your department's 'daily contact' (see 'Department Daily Contact' tab) in the first instance, they will be able to work with the MSO team in IT Services if necessary (MSO@lboro.ac.uk). 

Do I have to return my handset if I leave the university?

Yes - your handset remains university property, please hand your phone back to your departments 'daily contact' - please see 'Department Daily Contact' tab for further information. 

Can I upgrade my handset to the latest model?

If you require a new handset please speak to your departments 'daily contact' (see 'Department Daily Contact' tab). 

Every department/school are responsible for purchasing handset currently. Our recommended supplier is Academia and a full list of preferred model will shortly be available. 

Information of available iPhones can be found on the Academia Apple catalogue, found here.  

Please note that there is now a mandatory £7 charge for engraving 'Property of Loughborough University' on all Apple orders going forward - please account for this on your purchase orders.  

How do I cancel my contract if it is no longer needed?

Please contact your department's 'daily contact' (see 'Department Daily Contact' tab) in the first instance, they will be able to facilitate the return of your handset and work with the MSO team in IT Services (MSO@lboro.ac.uk) to cancel your number/connection. 

Is the 'Roam like Home' service included in my monthly contract? with Gamma?

Yes - all our providers/contracts include the 'Roam like Home' service at up to 60 destinations around the world.

Please follow the below links to see what countries are included with your provider: 

EE: Full Information and list of included destinations 

Gamma: www.three.co.uk/feel-at-home

O2: www.o2.co.uk/help/pay-monthly/roaming-in-europe

Vodafone: List of 'Roam-free' countries. For further information, click HERE 

I am not sure I can get signal with O2, what do I do?

You could also try this helpful tool to see if the area you are in is covered.

https://www.o2.co.uk/coveragechecker

We have options available such as WiFi calling and booster boxes.