Replacing, Ordering & Cancelling

Changing Subscriptions

Can we order devices on Nexus?

Yes, you can order or cancel devices on Nexus by following the change subscription button on the device page of Nexus.

For orders of 11 or more, please contact your Account Manager.

Will I receive confirmation when ordering a device?

Yes, an automated email will be sent when changing a subscription to thank you for your request. A further email will be sent when all information is processed; this will also be sent to your company’s listed billing contact.

Will I receive tracking information?

Yes, you will receive tracking confirmation from our courier service when your order is shipped to track its progress.

Replacing Devices

Our Support Team want to keep your employees protected

Replacements must now be raised through Customer Support on 0800 990 3562 so that our team can assess and, where possible, resolve issues remotely so that your users have no break in protection.

Replacement devices take an average of 24 hours to be received. The faulty device is returned by you via Royal Mail using this link.

Faulty Devices

Devices come with a contract-long warranty, though, like all technology our products can wear over time, depending on usage.

If the device is not working correctly, ask the user to test the device’s call buttons to check function then to call our team directly with their device to hand if the test is unsuccessful. The Customer Support team can test and fix faults remotely or replace the device free of charge if necessary.

Lost Devices

If you have lost a device, ask Customer Support to check the last known location so that you can attempt to recover the device first.

If you cannot find it, you will likely be charged for a replacement and a new device will be shipped to you once you have notified our Customer Support team.

Damaged Devices

If you think you have physically damaged your device, email Customer Support with your device serial number and a picture of the device.

They will make an assessment before raising a replacement. These replacements may be chargeable.