Frequently Asked Questions

You can claim your cashback by completing the claim form on our website. Please wait at least 45 days after you take out a contract or spend £100 or more from Carphone Warehouse before submitting your claim.

To claim, you simply need to provide some details about your Broadband or TV package order, along with the invoice details for your contract or £100 or more spend from Carphone Warehouse. Claims must be submitted within 60 days of the purchase date.

Once your qualifying broadband package has been installed, your provider will notify us and we'll email you to confirm that your claim has been successfully validated. Your cashback reward will then be issued by bank transfer within the following 21 days to the account provided on your claim form.

We ask that you wait 45 days before submitting your claim so you have time to have your Broadband or TV package installed, as well as to make sure no purchases have been cancelled or returned for a refund before your cashback is paid.
There is a maximum of 1 claim per household for this promotion.
You must take out a contract or spend over £100 in one transaction from Carphone Warehouse during the promotional period, and either at the same time or in the following 28 days also purchase a qualifying Broadband or TV package. You can order your Broadband package either in a Carephone Warehouse store, online or by calling 08000 834616.

You will need your online/store invoice and your broadband order confirmation email.

You will be required to enter the Transaction Number, Invoice Number, Branch Number and Date of Purchase from your in-store invoice, as well as the order reference number from your Broadband or TV order confirmation form or email.

Please check that you are claiming within the promotional period as detailed in the Terms and Conditions and that you are entering the requested details from your invoice correctly.

If you receive an error message when trying to submit your claim, remember to check that you have entered all the information requested correctly.

You won't be able to submit your claim form if any of the details from your receipt have been entered incorrectly (such as the purchase date, Transaction Number or Branch Number). If you are sure these are matching, please double check that you took out a contract or spent at least £100 in one transaction.

If you have made your claim already, we will send you email updates about any changes to your Claim's status. You can check the latest status of your claim using the Claim Tracker at the bottom of this webpage. Simply enter your Claim ID number and the email address you registered with.
Once your qualifying Broadband or TV package has been installed, your provider will notify us and we'll email you to confirm that your claim has been successfully validated. While we should receive an update the same week, please allow up to 10 days from your installation being completed for an update to be sent.
Once your claim has been validated, you'll receive your cashback reward straight to your nominated bank account within 21 days of your claim being validated, as per the Terms.

If you have waited 21 days after receiving your validation email and have not yet received your cashback, please check the following:

  • Refer to the Terms and Conditions of the promotion for reward timeframes.
  • Check the bank details in your validation email are correct.
  • If you are still unable to locate your payment, please contact us here.

To be eligible for this promotion, you must take out a contract or spend at least £100 in-store or online from Carphone Warehouse. Broadband or TV packages meanwhile must be purchased within the following 28 days, either in a Carphone Warehouse store, online or by calling 08000 834616.

This promotion is not available in the Republic of Ireland or for any purchases not made directly from Carphone Warehouse.

We have a dedicated customer service telephone number and email address for any questions or queries related to this promotion.

Email: help@carphonewarehouseoffers.com

Telephone Number: 0333 015 5076

Calls cost 5p per minute at all times from BT landlines, other networks and mobile calls may be higher. Lines are open Monday to Friday, 9am to 5pm, excluding public holidays.


Contact Us Form


If you have any questions about this promotion, please contact us using the following details:

Email: help@carphonewarehouseoffers.com

We will respond to your email within 2 working days.

Telephone: 0333 015 5076

If your query is related to difficulties entering your claim, please provide in your email or have with you when you call the following details:

  • Broadband or TV Package Purchase: Order reference number, date of order.
  • In-Store Purchase: Transaction Number, Invoice Number, Branch Number.

Lines are open Monday to Friday, 9am to 5pm, excluding public holidays. Calls cost 5p per minute at all times from BT landlines, other networks and mobile calls may be higher.

Claim Tracker

Already made your claim? Track the progress of this by entering your Email Address and Claim ID number below