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We’ll solve your issue and have you back up and running in no time.

Log an IT problem

or if you’d prefer to talk to one of our IT support team give us a call on 033 000 22 000

Remote IT support

Please click Fix My Issue when prompted by a Pescado Support Engineer

Book mobile repair

Cracked screen, broken button or water damage? Arrange a repair for your mobile

Problem with your mobile?

Report an issue with your business mobile

Office telephony support

Report an issue with your office telephony system

Office connectivity support

Report an issue with your internet connectivity

Billing area

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Account numbers starting ‘2’:

Account numbers starting ‘6’:

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All accounts:

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Account numbers starting ‘1’:

Account numbers starting ‘9’:

Frequently Asked Questions

Mobile FAQs

How do I unlock my mobile phone?

If you procured your handset from Pescado, please contact the customers services team on 033 000 22 000, select option 1 and then option 1.

 

Alternatively if you have an existing handset or procured your handset from another company, Pescado’s approved supplier Doctor SIM can unlock your phone in 3 simple steps via the following website: https://www.doctorsim.com/gb-en/

How do I update the registered email address on the account?

To update the registered email address for any network, please send an email to customersupport@Pescado.co.uk from the current registered email to ask for this to be changed to what you need.

 

If access to the current registered email account isn’t possible we require this request in writing on your company letter head, this also needs to be signed and dated by the registered contact.

 

The email address will be updated within 48 working hours.

How can I divert all calls to another number on Vodafone?

To activate: enter **21* followed by the number you want to divert your calls to – replacing the first 0 with +44 – followed by #. Then press send. So, for example, to divert all calls to 07700 900 123, you’d enter **21*+447700900123#.

To cancel: enter ##21# and press send.

To check the set up: enter *#21# and press send.

How can divert missed or unanswered calls to another number on Vodafone?

To activate: enter **61* followed by the number you want to divert your calls to – replacing the first 0 with +44 – followed by #. Then press send. So, for example, to divert missed or unanswered calls to 07700 900 123, you’d enter **61*+447700900123.

To cancel: enter ##61# and press send.

To check the set up: enter *#61# and press send.

How can I divert calls when my phone is busy on Vodafone?

To activate: enter **67* followed by the number you want to divert your calls to – replacing the first 0 with +44 – followed by #. Then press send. So, for example, to divert calls when your phone’s busy to 07700 900 123, you’d enter **67*+447747123456#.

To cancel: enter ##67# and press send.

To check the set up: enter *#67# and press send.

How can I divert calls to another number on EE?

To activate: **21*PhoneNumber#
To cancel: ##21#
To check the set up: *#21#

How can I divert calls to another number on O2 Plan.com?

Please contact Pescado on 03300022000 to set up divert with the network, you can also set up the divert via your handset settings, please confirm make and model device to the support team who can advise further.

How do I set up a Vodafone Sure Signal?

Once sure signal is received please go to Vodafone.co.uk
Please register for a new account, you will need the sure signal serial number, mobile numbers to register and post code.

 

Once logged in enter information as necessary, your user(s) will receive a text message to confirm they have been added.

 

To ensure the sure signal communicates with your user(s) devices please ensure they are on 2G and 3G only (not on 4G) If you’re not sure how to do this via the settings please contact the support team on 03300022000 or customersupport@Pescado.co.uk

 

Please note – registration can take up to 24 hours to fully complete. The sure signal needs to be plugged into a wall socket and not an extension cable.

How do I set up an EE Booster?

For EE corporate customers, once the booster is received please call 07973 100 158, all you need to do is provide the serial number for the device and the post code, the advisor will be happy to process. Once the lights on the booster have stabilized the booster is registered, this can take up to 24 hours.

 

For EE small business customers, once the booster is received please call 07953 966 250, all you need to do is provide the serial number for the device and the post code, the advisor will be happy to process. Once the lights on the booster have stabilized the booster is registered, this can take up to 24 hours.

How do I set up an O2 plan.com Booster?

For plan.com O2 boosters, once received please email customersupport@Pescado.co.uk, we will confirm post code, mobile numbers to register and the serial number, a form will be completed on your behalf and communicated to plan.com. Once registered Pescado will confirm.
This process can take 2-5 working days.

How do I set up my Voicemail on EE?

To set up voicemail press and hold the number 1, listen to the automated menu, to record a personal greeting its option 2.

 

If dialling into your voicemail from another phone dial 07953222222, hold 1 to retrieve your voicemail menu and press * until you are asked to enter your phone number. Before travelling abroad, you will also need to set up a pin, to do this press and hold 1 from your mobile to retrieve the voicemail menu and select the option to set up a pin.

How do I set up my Voicemail on O2 Plan.com?

To set up voicemail press and hold 1 and listen to the relevant options, if any issues arise please contact 03300022000. Please note with plan.com settings may vary depending on make/model device.

How do I update a user name?

If you have a user name change, please email customersupport@pescado.co.uk with the new name and we can process on your behalf.

I am going abroad, what do I need to do before I travel?

Please contact Pescado 24 hours prior to travelling either via email customersupport@pescado.co.uk or by calling 03300022000, option 1 and option 1 again. Please ensure your mobile number is present along with handset make and model and the country you are travelling to.

We can then ensure there are no restrictions at network level and provide information on the rates and bundles available to you to keep costs to a minimum. We can also ensure your handset has no restrictions present and also let you know how to set up a voicemail pin to avoid being locked out of voicemail whilst abroad.

I’d like to process a transfer of ownership, how do I do this?

A transfer of ownership allows users to move from one account to another, this can also be used for a business name change for all connections on the account.

To do this we require a transfer of ownership form to be completed, in addition you must also provide 2X proofs of trading/identity.

In the first instance please email customersupport@peascado.co.uk to retrieve the relevant form or alternatively contact your account manager directly to discuss.

How do I activate a new sim card?

To activate a new sim card, please email customersupport@pescado.co.uk with the new sim card number (this can be found on the sim itself) and the mobile number to associate it with.

Please note we are unable to activate sim cards which already have a mobile number assigned, in this instance a new sim card will be required.

Where can I find a sample Mobile account review?

A sample account review can be accessed by clicking here.

 

When prompted please enter 00000 Please note the data contained is for example purposes only, actual reviews will contain the latest data on your account and will be accessed with a code unique to your business.

Telephone FAQs

How do I add or amend contacts in the business Corporate Directory?

Please login to your UBOSS Dashboard, https://Pescado.uboss.com. Once logged into UBOSS, please select
My Account > My Short Codes > Contacts
You will then be presented with the Contacts Page. By default all internal contacts will be added to the Corporate Directory but will not be displayed on this page. The contacts displayed are any previously added External Contacts. You will then see three options:
ADD NEW
IMPORT
DELETE
To add contacts manually select ADD NEW, as a minimum you will need to add the Contact Name and Number as these are required fields, we also recommend Checking the Add in Site Directory box as this will add the contact to both the site and business level.
If you wish to add multiple numbers from a CSV file please select the IMPORT option. The format of the CSV file must be as follows:
Name, Number
e.g. Jeff Watson, 01293111111
*NOTE* Special Characters are not excepted in the name: – _ ; : > < . , ( ) * & % $£”!
If the import detects duplicate contacts you can choose to Skip, Overwrite or Rename by choosing the option from the contact replace option drop down.
You can also choose to add this imported list to the individual site directories if you wish to.
To DELETE a contact select a contact from the list first and then click DELETE.

How can I access a full list of call rates outside of any call bundles?

A full list of call rates can be accessed by Clicking here.

How do I set up a divert?

Please login to your UBOSS Dashboard, Once logged into UBOSS, once logged into UBOSS, please follow the steps below:

 

  1. Select Assignments from left hand side
  2. Select Service Assignments
  3. Tick the include Site Services field
  4. Select the Huntgroup/Call centre you require
  5. Click Service Configuration
  6. Select BW-Call Forwarding Always
  7. Enter number in the forward to box
  8. Click Enabled then Save

How do I remove a divert?

Please login to your UBOSS Dashboard. Once logged into UBOSS, please follow the steps below:

 

  1. Select assignments from left hand side
  2. Select Service Assignments
  3. Pop a tick in include Site Services
  4. Select the Huntgroup/Call centre you require
  5. Click Service Configuration
  6. Select BW-Call Forwarding Always
  7. Enter number in the forward to box
  8. Untick Enabled then Save

How can I reset my Voicemail pin?

Please login to your UBOSS Dashboard. Once logged into UBOSS, please follow the steps below:

 

  1. Select Client from left hand side
  2. Select Business User
  3. Select the User you require a pin reset for
  4. On user page you will see voice portal passcode enter 12345 in here and confirm 12345 in the confirm voice portal passcode box
  5. Click Save

What do I need to do to set up a new user?

Please contact the Hosted Support team via email hostedsupport@pescado.co.uk or by calling 03300022000, option 1 and then option 3. We will then ensure the right packages and devices are assigned for your new user.

How do I reassign a user extension?

To reassign an extension, please login to your UBOSS Dashboard. Once logged into UBOSS, please follow the steps below:

 

  1. Select Client from left hand side
  2. Select Business User
  3. Select the User you require a name change for
  4. On the user page you will see first name and second name fields. Amend these as required
  5. Click Save

Confused between Hunt groups and Pickup groups and other VoIP terms?

Download our handy glossary of terms to simplify the geek speak, here.

General FAQs

What are Pescado’s opening hours?

Our offices are open 8am to 5:30pm

We operate extended support hours between 5:30pm to 8pm Monday to Friday, Saturday and Sunday 9am-12pm.

 

However, our experts are often working away out of hours behind the scenes to ensure we fix any issues and provide unparalleled levels of service.

Where can I find a copy of Pescado’s SLA?

Our Service Level Agreement demonstrates our commitment to client support and outlines our resolution times. We constantly monitor our performance against our SLA to make sure we are continuing to meet the needs of our clients. We’re proud of our performance. 98.3% of mobile and telephony cases are resolved within our SLA and 99.6% of technical tickets raised are resolved within SLA.

 

A copy of Pescado’s full SLAs can be accessed by clicking here.

Can’t find the help and support you are looking for?

Call us on 033 000 22 000 or make an enquiry.

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