FAQ's

How do I sign up?

• Where can I sign up?

  You can sign up either online, over the phone, or in any Orange retail shop. hide

• Do I have to wait for mobile broadband to be set up, or provisioned, like I do with fixed broadband?

  As soon as you receive your Orange dongle you're ready to go. It's not like a fixed broadband connection that can take between 7-10 working days to get you connected. hide

• What details do I need to sign up?

  All you'll need are your bank details. hide

• When will I receive my Orange dongle and my laptop?

  If you've ordered online or over the phone you'll receive your dongle and laptop in 3-5 working days. If you buy from one of our stores you won't have to wait at all, as long as both the dongle and laptop are in stock. hide

• Do I need to pass a credit check?

  Yes. Mobile broadband is a pay monthly service, so we do a standard credit check for all orders. hide

How much does it cost?

• What will I see on my bill?

  Data that you use with your monthly inclusive allowance will not be listed on your bill. If you use more than this amount of data in any month the charges will be itemised separately on your bill. If you have any questions about your bill please call 150 for further help. hide

• Can I use mobile broadband on pay as you go?

  Not at the moment, but keep checking our website as we are frequently updating our services. hide

• Do I have to pay by Direct Debit?

  No, you can choose to pay by cheque or credit card every month, subject to a fee. You can also pay by debit card, or in an Orange shop, without paying an additional fee. We recommend paying by Direct Debit as it's more convenient and gives you better value. hide

• I already have an Orange pay monthly phone, so will I now receive one or two bills?

  You'll receive one bill for all your Orange services. hide

• What are the costs if I go out of bundle, or beyond my inclusive monthly allowance?

  Please click here for pricing information. hide

• Can I change to another mobile broadband plan?

  You can only change your monthly plan at the end of your contract period. If you are regularly using more than your inclusive monthly allowance of data you can add an extra bundle. Click here for more details. hide

• Can data usage be capped?

  No. If you transfer data after you have used your monthly inclusive allowance you will be charged at the out-of-bundle rate. Please click here for pricing information. hide

• If I don't use my allowance, does it roll over to the next month?

  No, your data allowance is reset after each month. hide

• Is there a disconnection fee if I end my contract before it expires?

  Standard pay monthly contract rules apply, so you would have to pay for the remaining months of your contract. hide

• What does 'out-of-bundle' mean?

  Orange mobile broadband gives you an inclusive amount of data per month, for example 3GB. If you use more than this amount of data in any one month (billing period) then you will be charged an 'out-of-bundle' rate for the additional data you transfer. Please click here for pricing information. hide

Using mobile broadband

• How do I install my Orange dongle?

  Please see the user guide that comes in the box for instructions on installing the dongle. You can also view the user guides here. hide

• Can I use my phone's SIM in my dongle?

  No. You dongle's SIM is set up differently in our network to ensure you receive the best possible mobile broadband speed. hide

• Can I exchange my fixed broadband for a dongle?

  You can simply choose not to renew your fixed broadband contract, and purchase Orange mobile broadband instead. Be aware that if you're currently within your fixed broadband contract period, charges are likely to apply if you cancel. You may also like to keep an eye out for our great offers giving you both fixed and mobile broadband, so that you can stay connected whether you're at home or out and about. hide

• How can I monitor my mobile broadband usage?

  Our mobile broadband connection manager has a number of options for monitoring your usage. You can download the latest version for use with any of our dongles by clicking here.

  By clicking the "Usage" button you will be shown a summary of the amount of data that you've transferred. This will help you know when you have used up your monthly inclusive allowance of data, and when you will be charged at the out-of-bundle rate. You can reset this summary data whenever you like, but we suggest you do so on your bill date.

  By clicking the "Usage" button, and then choosing the "Usage limits" tab, you'll be able to configure alerts that will warn you about the amount of data you are transferring. We suggest that you set up a usage limit equal to your monthly inclusive allowance, so that you will know when you are about to be charged at the out-of-bundle rate. hide

• Can I change my dongle for a newer one?

  You can choose a new mobile broadband dongle when you renew your mobile broadband contract. hide

• Can I use my dongle in more than one computer?

  Yes. The dongle is a plug and play device, so simply plug in the device into another laptop or PC and it will install the software, then you're good to go. hide

• Can I use my dongle in any laptop or desktop computer?

  You can use your dongle in most PCs, laptops and Apple Macs. Each dongle may vary slightly depending upon the Operating System you use on your computer (e.g. Microsoft Windows). To ensure your PC, laptop or Mac is supported, please check the system requirements of the device. hide

• Will it work with my Mac?

  All of our dongles work with Mac OS X. Please click here to download the latest connection manager software. hide

• Will it work with Windows7?

  All of our dongles work with Windows7. Please click here to download the latest connection manager software. hide

• Can I make video calls using the dongle?

  You can make video calls over the internet using applications such as Windows Live Messenger to talk to your friends or family. Please be aware some applications and services will use more data than others. hide

• Do I need a home phone line?

  No, with mobile broadband you only need Orange mobile coverage. hide

• Does the dongle act as an internet gateway for others to use?

  No, the dongle provides an internet connection for the laptop or PC that it is directly connected to. hide

• How does this work with my existing fixed broadband?

  You can use your existing fixed broadband in the same way you do today, or you can use Orange mobile broadband as a replacement. hide

• Is it secure? Can I use it for online banking?

  Yes. Mobile broadband offers the same level of security as a fixed broadband connection. hide

• What factors will affect the connection speed?

  As mobile broadband uses the Orange mobile network, your service is dependent on the quality of the coverage you receive. To check the coverage in your area use our coverage checker. If you aren't happy with the coverage you receive just return your dongle within 14 days for a full refund. hide

How good is the coverage?

• Can I really use this anywhere - where I live, work and travel?

  You can use your dongle anywhere you have Orange network coverage. To check the coverage in your area use our coverage checker. If you aren't happy with the coverage you receive just return your dongle within 14 days for a full refund. hide

• Does this work on the Eurostar?

  Yes, although as your dongle needs network coverage, it won't work while you're inside the Channel Tunnel. You will also need to enable roaming for your dongle to work while you're in France.

  To enable roaming before you go abroad, call 150 from an Orange mobile or 07973 100150 from any phone hide

• Can I return it if I have poor coverage?

  Yes, if you bought it less than two weeks ago, and you have your proof of purchase, you can return it to the point of purchase. hide

Can I use it abroad?

• Can I use my Orange dongle overseas?

  Yes you can, but you will need to enable it before going abroad by calling 150 from an Orange mobile or 07973 100150 from any phone. Please be aware though, that any usage abroad will not be deducted from your domestic data bundle and that you will be charged at a different rate. For our best overseas rates, we recommend you sign up for one of our roaming bundles. hide

• How do I enable roaming for my Orange dongle?

  Please call 150 from an Orange mobile or 07973 100150 from any phone. hide

I'm still having problems

• My computer doesn't seem to be recognising the mobile broadband dongle. What should I do?

  Please call 150 from an Orange mobile or 07973 100150 from any phone. hide

• Something went wrong when I tried to install the mobile broadband dongle. What should I do?

  Please call 150 from an Orange mobile or 07973 100150 from any phone. hide

• I can't use mobile broadband while I'm abroad.

  Please call 150 from an Orange mobile or 07973 100150 from any phone. hide

• Which number should I ring if I'm having trouble with my mobile broadband dongle, or the laptop I purchased from Orange?

  Please call 150 from an Orange mobile or 07973 100150 from any phone. hide

Technical terms

• How is mobile broadband different from Wi-Fi?

  Wi-Fi is a wireless technology that allows PCs, laptops and other devices to connect to a network, and usually the internet. It's useful within a building such as your home, or a cafe. Mobile broadband uses the Orange mobile network to give you an internet connection, which means you can stay connected anywhere you have Orange coverage. hide

• What is a dongle?

  A dongle is the name for the USB device that allows you to connect to mobile broadband. You might also hear it called a USB modem or USB stick. hide

• What is 1GB?

  A Giga Byte is an amount of data. We provide a number of plans and bundles to ensure that mobile broadband is always suitable for your needs, whether you occasionally surf the internet, or regularly download music. To help you understand how much data you're likely to use click here for our data calculator. hide

• What is 3G?

  3G refers to the Third Generation mobile network. hide

• What is HSDPA?

  High Speed Downlink Packet Access. HSDPA comes in a number of different speeds, for example. 1.8, 3.6 and 7.2Mbps. In the near future there's also the possibility to reach 14.4Mbps speeds and beyond. hide

• What is HSUPA?

  High Speed Uplink Packet Access. As well as downloading data from the internet, you may need to upload data such as pictures on to a social networking site. HSUPA enables you to do this very quickly via the 3G network. hide

• What is 3G+?

  3G+ is what we call HSDPA and HSUPA. hide

• What is GPRS?

  General Packet Radio Services hide

• What is EDGE?

  Enhanced Data Rates for Global Evolution. hide