A word from...

Andrew Cooper: Head of Nimans Connect

Welcome to the first edition of Connection Matters. We encourage you to take a few moments to read through this issue and look out for future editions.

 Connection Matters will be a key part of our enhanced communications programme, designed to keep you informed about everything happening across the Connect portfolio.

Just as importantly, we want to help you connect with the people behind the business. In our early editions, we'll be introducing the various teams and individuals at Nimans who are here to support you every day. Relationships matter and knowing who to contact can make all the difference. While increasing automation continues to improve efficiency, we're committed to ensuring that the personal touch remains at the heart of everything we do.

We hope you find the content valuable and informative. However, this publication is as much for you as it is from us, so if there are topics you'd like us to cover in future editions, we'd love to hear your feedback and suggestions.

Andy Thomas: Customer Service Team Manager 

Hi, I’m Andy Thomas, and I joined Nimans in November 2025 as the new Provisioning Team Manager. With 17 years’ experience in telecoms, spanning roles from first-line support and billing through to leadership positions, I bring a fresh perspective and a strong focus on cross-training within the team. This approach ensures more team members can support partner queries which enables us to reduce single points of dependency and improve our response times.

Our Customer Service Team may be relatively new to Nimans Connect, but together we bring over 50 years of telecoms expertise:

• Adam Ratchford: 1 year 5 months at Nimans, with 8 years in telecoms.
• Liz Phythian: 7 months at Nimans, with 19 years of industry experience.
• James Hughes: our most recent addition to the team who brings with him 10 years of knowledge.

We're constantly collaborating, sharing ideas, and refining processes to enhance the customer journey. Delivering outstanding service is at the heart of everything we do, and we're always here to support our partners with the expertise and commitment you deserve.

Order EE SIM stock

Following our December 2025 announcement regarding changes to the EE Billing Platform, we are no longer able to update existing Future Mobile EE SIMs for use on the new platform.

As EE SIMs are now free of charge*, please order replacement EE SIMs through the normal channels and replace any remaining Future Mobile SIM stock.

*Delivery costs apply

Roaming: Check before they go!

As customers prepare for their summer holidays, now is a great time to ensure their mobile connections are Roaming Ready.

 Before they travel, we recommend checking:

• Any roaming restrictions or bars have been removed.
• Data Roaming is enabled on their handset.
• Appropriate spending caps and limits are in place to help avoid bill shock.

Remember, it's much easier to resolve roaming issues before a customer leaves the UK. All roaming rates are available on the Portal – speak to your Account Manager if you need help finding them.

EE customers: Following the EE Platform Changes and the end of Roam Like at Home, please check your customers' roaming options, out-of-bundle rates, spending caps, and roaming settings before they travel.

What's coming!

• New Look Pay Plan 

Keep an eye out for our refreshed Pay Plans, launching in July. More details will be shared shortly.

• A New way of communicating

We're making it easier to stay informed with a new approach to Operational and Commercial communications.

Rather than including important updates within email body text, we'll be issuing dedicated bulletin announcements. These will continue to be delivered by email and will also be available in one central location within the Documents section of our Portal.

Our bulletins will be categorised as follows:

• Commercial Bulletins- Pricing updates, tariff changes, and commercial announcements.
• Service Bulletins- Portal updates, system changes, outages, and support information.
• Product Bulletins- New products, enhancements, and product-related updates.

This new format will make it easier to find, access, and reference the information most relevant to you. Please ensure your contact details are up to date, so our bulletins reach the right people within your organisation. Contact your Account Manager if any changes are required.