Customer Service

Track your order, update your details and claim your cashback all in your account.

No need to call us.

My Account
Talk to Us

Sales Team
0330 678 1450

Monday - Friday 9.00am - 8.00pm

Saturday 9.30am - 6.00pm

Customer Services Team
01509 615 474

Monday - Friday 9.00am - 7.00pm

Saturday 9.00am - 6.00pm

Sunday 10.00am - 5.00pm

or

Login to your My Account to track you order, claim your cashback or update your details

My Account

Huawei & Google – advice for customers

What’s happened exactly?

So, here’s an update for you: Google has said that they will restrict the use of their Android operating system on Huawei handsets and tablets, including their sub-brand, Honor.

Why though? Well it all came about after a decision by the US government to add Huawei to a list of companies that American firms cannot trade with unless they have a licence.

There is a temporary solution. The US Commerce Department has now granted a licence, allowing Huawei to continue to support security upgrades and after-sales support to all existing smartphone and tablet products until August 2019. And, this covers all products sold and currently in stock around the world.

At the same time, some of our key network partners like EE and Vodafone have decided to pause the sale of Huawei 5G phones. This is why we unfortunately won’t be able to include Huawei handsets as part of the line up for our 5G pre-order plans.

We will continue to monitor the news coming from Huawei, Google and our network partners and make sure we update you online and in our stores as soon as we can.

I already own a Huawei or Honor phone, what does this mean for me?

Huawei and Google have confirmed that, at the moment, if you already have a Huawei or Honor handset, it will continue to be supported and can update their devices as normal:

  • • Huawei have said they will support security updates and after-sales services to all existing Huawei and Honor smartphone and tablet products.
  • • Google has confirmed Google Play and Google Play Protect will continue to work
  • • The availability of software updates (including apps, operating systems and security updates) after 19 August 2019 cannot be confirmed currently and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

I’m planning to buy a new Huawei or Honor phone, what does this mean for me?

We’re doing our best to get answers for you. As soon as we get more info from Huawei and Google we will make sure to get you up to speed both here and via our customer services channels as soon as we can.

The availability of software updates (including apps, operating systems and security updates) after 19 August 2019 cannot be confirmed currently and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

Further Q&A

Q: Can I get a refund or exchange for my Huawei/Honor phone as a result of this?

A: You won’t need to. Huawei has confirmed there is currently ongoing support for existing devices, so our Returns and Exchange policy remains in place. You can find the details here.

Q: Will my current Huawei/Honor device continue to work as normal?

A: In short, yes – but here’s a little more info.

Huawei and Google have confirmed that, at the moment, those who already have a Huawei or Honor handset will continue to be supported and can update their devices as normal:

  • • Huawei will support security updates and after-sales services to all existing Huawei and Honor smartphone and tablet products
  • • Google has confirmed Google Play and Google Play Protect will continue to work

The availability of software updates (including apps, operating systems and security updates) after 19 August 2019 cannot be confirmed currently and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

Q: I’ve seen some reports that security patches won’t be made available on Huawei or Honor devices – is that true?

A: Here’s what we know so far, Google and Huawei have confirmed security patches will continue to be made to Huawei and Honor devices both up to and beyond the date of the temporary licence. After the temporary licence expires in August 2019 open source security patches would be available, though the user experience and frequency of updates may be different.

The availability of software updates (including apps, operating systems and security updates) after 19 August 2019 cannot be confirmed currently and it’s possible the ongoing issue could prevent the upgrade of existing apps from taking place.

This is Huawei’s statement: “Huawei will continue to provide security updates and after-sales services to all existing Huawei and Honor smartphone and tablet products, covering those that have been sold and that are still in stock globally.”

Q. Will you carry on selling Huawei and Honor devices?

A. Yes, we will. But – some of our network partners like EE and Vodafone have decided to press pause on selling Huawei 5G phones. This is why we unfortunately won’t be able to include Huawei phones as part of the line-up for our 5G pre-order plans.

Q: What are the alternatives if I want a 5G enabled handset?

A: Watch this space. We’ll be announcing a super exciting line-up of 5G phones to pre-order very very soon…

Q. Are you offering any compensation as a result of this issue?

A. Because your Huawei or Honor phone is still supported and can be updated as normal, we’re not offering any kind of compensation.

Q: Who can I speak to if I have more questions?

If you’ve got any questions or need help buying a new phone, either pop in store and chat to one of our colleagues - or give us a call on 01509 615 474 (Calls billed at standard local rate. Mobile rates may vary, please check with your service provider if unsure).

Loading...