JTRS Support

Manage Account

FAQ

How do I get a replacement sim?

Please contact [email protected] to request a replacement sim.

Once your sim has been shipped, a link will be provided for Royal Mail so you can track delivery.

If there is an issue with your delivery, please contact [email protected]

If your delivery has been lost, we will send a replacement sim via next day delivery.

If your delivery has been delayed, we will ensure that this is reflected in the go live date.

Cancellations must be requested in writing and sent to [email protected]

You will then receive a cancellation form to submit.

Upon receipt of this form, JTRS will process the cancellation and confirm a cancellation date, along with the last billing date and any termination fees that may apply.

Please allow up to 5 working days for any cancellations to be processed upon receipt of completed form.

You can cancel your sims at any time.

Please allow up to 5 working days for any cancellations to be processed upon receipt of completed cancellation form.

Once JTRS have processed the cancellation, you will receive confirmation of the cancellation date, along with the last billing date and any termination fees that may apply.

Please contact [email protected] to request any changes to your account. These changes will be applied within 2 working days.

You will need to request a PAC code to be able to keep your existing number.

Before your new connection goes live, please text the word PAC to 64075. 

You will then receive an automated text message with your PAC code. 

You will need to request a PAC code to be able to keep your existing number.

Before your new connection goes live, please text the word PAC to 64075. 

You will then receive an automated text message with your PAC code. 

Please give this code to your Account Manager.

When you use your new sim for the first time, you will be given a temporary phone number. 

Your Account Manager will let you know when your old number is due to transfer to your new sim

Please complete the enquiry form below and we will be in touch within 24 hours to facilitate this.

Our Customer Services team will be in touch to confirm that your bill limit has been reached, and advise on next steps to get your tariff reactivated and working as normal.

Restart your phone.

Go to Settings > Mobile Data > Mobile Data Options > Voice & Data > VoLTE

You can then check that 4G calling is enabled.

Following new regulations from HMRC, early termination fees (when a customer wants to leave JTRS before the minimum contract date) will be liable for VAT from 1st April. HMRC no longer views the unfulfilled portion of the contract as VAT exempt.