Important Customer Update

From 13th June 2014, if dialling from a UK landline to speak to the Asda Mobile Customer Services team, it’s now free by dialling 0800 952 0393.

The old Asda mobile network ended on 30th April.

After this date you won’t be able to make or receive calls and your number will be lost

From 24th September 2013, we have sent our customers lots of SMS messages about the migration to the new Asda Mobile network powered by EE. All customers should have received every SMS, click below to download our communication timeline. If you are an existing Asda Mobile customer, and haven’t received any of these messages please call 0800 952 0393 and we’ll answer any questions you may have.

Download communication timeline

Monday, 17th March 2014

As part of the move to the Asda Mobile network powered by EE, any SIMs received before November 2013, will stop working on the 30th April 2014. All these existing SIMs will be disconnected by our old service provider, so if you still haven’t ordered your new Asda Mobile SIM, make sure you do it soon to avoid any down-time.

In order to maintain the level of service you expect from Asda Mobile, we have trebled the number of colleagues in our EE call centre which means 90% of your calls will be answered within 20 seconds! We also have a dedicated team to handle SIM orders and handset unlocking within our head office to ensure that no one is kept waiting.

We’ve also made massive improvements to the way in which we handle number porting and apologise again to anyone who experienced delays with this service. With our new automated system, we have the majority of numbers transferred from our old service to the new EE network in under 5 working days.

Friday, 10th January 2014

We're currently in the process of transferring all our Asda Mobile customers over to the EE network, the UK's biggest 3G network.

However, we know that a few customers are experiencing problems with the transfer of their number and some are still waiting for a new SIM card.

This is because there was a technical issue preventing some customers porting their number on the old network to the new Asda Mobile EE network.

This problem has now been identified and fixed but unfortunately because of this error it has created a back log which we are working through as quickly as we can.

There are also technical restrictions in the number of numbers we can transfer to the new network each day which is why we cannot transfer all Asda Mobile customers at once. We appreciate that some customers calling through to the service centre are experiencing longer waiting times than usual and to combat this we are more than doubling the number of colleagues working on the issue to help improve the experience when calling the contact centre.

We will continue to communicate updates and apologies for any inconvenience caused.

Important Customer Update