FAQ's

what is mobile broadband?

• How does mobile broadband work?

  Mobile Broadband gives you access to the internet from a laptop using the Orange mobile network. Mobile Broadband requires a dedicated SIM card, which you insert into specially designed "embedded" laptops. Or into a dongle (a kind of modem) which you can plug into a computer to get online. When you connect an Orange Dongle for the first time, it installs the Orange connection manager, which is the programme that connects you to the internet. 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

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, just give us a call on 150 from your Orange mobile or 07973 100150 from any phone and you'll be connected within 24 hours.It's not like fixed broadband, which can take between 7 and 10 working days to get you connected.

  If you do have any questions about setting up mobile broadband using your dongle, just call 150 from your Orange mobile or 07973 100150 from any phone. 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 to 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, call 150 from your Orange mobile or 07973 100 150 from any phone for more 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 e.g. 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

what is a GB?

• How do I work out how many GBs I need?

  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 table. hide

using mobile broadband

• How do I install my Orange dongle?

  Simply follow these three easy steps:
  
  1. Insert the SIM card supplied into the dongle
  2. Plug your dongle into your computer
  3. Follow the on-screen directions to get started.
  

  Then, each time you start up your computer simply click on the Orange broadband icon for instant internet connection on the move.

  If you've got an Orange laptop with a dongle included, just follow the steps above using the free USB port on your laptop to plug in your dongle.

  For full installation instructions, please see the user guide that comes in the box or view the user guides here. hide

• What is Happy Hour unlimited surfing?

  All Dolphin plans come with your choice of Happy hour, which is an hour of unlimited surfing every day on top of your monthly allowance. There are four Happy Hours to choose from:
  
  Morning commute: 8-9am
  Lunch break: 12-1pm
  Late afternoon: 4-5pm
  Late night: 10-11pm
  hide

• How do I change my Happy Hour choice?

  Simply log into 'Your Account' to change your Happy Hour, or call 150 from your Orange mobile or 07973 100150 from any phone. You can change your Happy Hour once a month to suit your needs. hide

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

  No. Your 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 service for mobile broadband?

  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.

  1. 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.

  2. 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 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

• What notice do I have to give to cancel a 1-month rolling contract?

  You need to call 150 from your Orange mobile or 07973 100150 from any phone to cancel your 1-month rolling contract. Once you've let us know that you'd like to cancel your contract, it will be terminated 30 days later. 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: simply plug 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 specification page for that dongle. hide

• Will my dongle 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 my dongle work with Windows 7?

  All of our dongles work with Windows 7. Please click here to download the latest connection manager software to ensure a better dongle performance. hide

• Can I make video calls using my 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. However, we always recommend that you purchase anti-virus software for your computer to give you added security online. hide

• What factors will affect the connection speed?

  As mobile broadband uses the Orange mobile network, your service depends on the quality of the coverage you receive. To check the coverage in your area, use our coverage checker. At the moment, we can't give you an accurate indication of indoor coverage but if you do have any issues call 150 from your Orange mobile or 07973 100150 from any phone. Or if you decide it's not for you we can offer you a full refund within 14 days of purchase. 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. At the moment, we can't give you an accurate indication of indoor coverage but if you do have any issues call 150 from your Orange mobile or 07973 100150 from any phone. Or if you decide it's not for you we can offer you a full refund within 14 days of purchase. hide

• Does this work on the Eurostar?

  Yes. But your dongle won't work while you're inside the channel tunnel because it needs network coverage. 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 my dongle if I have poor coverage?

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

• Does Orange Mobile Broadband work where I live?

  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.

  Please note we are unable to provide accurate indication of indoor coverage. If you are not happy with the coverage you receive just return your dongle within 14 days of purchase for a full refund hide

Can I use it abroad?

• Can I use my Orange dongle overseas?

  Yes. But you will need to enable your dongle to do this before going abroad by calling 150 from an Orange mobile or 07973 100150 from any phone. Please be aware that any usage abroad will not be deducted from your domestic data bundle: 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 WiFi?

  WiFi 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 a GB?

  GB stands for gigabyte, which is a unit of data. In 1GB there are 1024MBs. You can find out more by clicking here. 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 e.g. 1.8, 3.6 and 7.2Mbps. In the near future it will also be possible to reach 14.4Mbps 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

our new Animal plans for mobile broadband

	contract length	monthly allowance	monthly cost	out of plan costs

dongle plans

	contract length	monthly allowance	monthly cost	out of plan costs
Racoon surf and enjoy great value	£5 plan exclusive to Orange existing customers
	18 months	500MB	£5.00	£0.02 per MB
	18 months	1.5GB	£10.00	£0.02 per MB
	1 month	1GB	£10.00	£0.02 per MB

	contract length	monthly allowance	monthly cost	out of plan costs
Dolphin get online wherever you go	Happy Hour unlimited surfing for an hour each day on Dolphin plans
	18 months	3GB	£15.00	£0.02 per MB
	1 month	2GB	£15.00	£0.02 per MB

	contract length	monthly allowance	monthly cost	out of plan costs
Panther serious surfer	18 months	unlimited	£35.00	£0.02 per MB
	1 month	10GB	£25.00	£0.02 per MB

laptop plans

	contract length	monthly allowance	monthly cost	out of plan costs
Racoon online now and again	24 months	1.5GB	£25.00	£0.02 per MB

	contract length	monthly allowance	monthly cost	out of plan costs
Dolphin regular browser	Happy Hour unlimited surfing for an hour each day on Dolphin plans
	24 months	3GB	£30.00	£0.02 per MB

	contract length	monthly allowance	monthly cost	out of plan costs
Panther serious surfer	24 months	unlimited	£50.00	£0.02 per MB

	contract length	monthly allowance	monthly cost	out of plan costs
additional data bundles available on all plans with a dongle or laptop	1 month	1GB	£5.00	--
	1 month	3GB	£10.00	--
	1 month	5GB	£15.00	--
	1 month	10GB	£20.00	--