Royal Mail will shortly begin a programme to replace existing business iPhone 6, 6S and 2016 SE with a new iPhone XS. 

From September 2021, iPhone 6, 6S and 2016 SE devices will cease to receive Apple IOS (iPhone Operating System) upgrades which includes security patches.

If an iPhone does not receive the latest IOS version and security patches, it will be more susceptible to security breaches, putting your information and RMG business information on your device at risk.

Who will get a new iPhone XS?

Only employees who currently have a business iPhone 6, 6S and 2016 SE.

What do I need to do?

If you currently have a business iPhone 6, 6S and 2016 SE, look out for a text message and an email from BT.  

• BT will contact you by email if a replacement for your phone is required
• The email will be sent to your work email address from rmg.voice.helpdesk.edesk@bt.com
• The email will include instructions on how to set up your new iPhone when you receive it, where to return your old iPhone and contact details should you have any problems or queries 
• You should keep the email and instructions safe so you can easily refer to them once you receive your new business iPhone.  The Instructions to set up your new phone can also be found here.

When is this happening?

The new XS iPhones will be mailed to colleagues’ home addresses by BT during April and May. Employees will also receive a protective case and screen and a returns label for their old iPhone.

What if I don’t receive a replacement mobile device?

If you have an iPhone 6, 6s or 2016 SE and have not received a replacement by May 21 2021, you should contact the RMG Service Desk on 0345 608 2555 (Options 1, 2, 2) and request a replacement.

Setting up your new iPhone

DON’T – Set up using quick start. This will not work.

DO - Read these Dos and Don’ts and have the guide ready prior to attempting to set the device up

DO - Follow the guide / instructions you’ve been emailed before switching on your phone. This will have been emailed to your work email address from rmg.voice.helpdesk.edesk@bt.com

DO – Put your SIM in the new phone (if this is a replacement, remove the SIM from your old phone and install in this one)

DO – Fully charge your phone before attempting to set it up

DO – Make sure that you have access to an internet-connected PC or laptop. You will need this to setup the phone authentication

DO – Be patient. It can take several minutes for files to start to download to your phone

DON’T - Assume you know how to set up the phone. This set up is different to a basic iPhone as there are steps included to enrol the phone as a RMG device for the device to work correctly

Configuring your device from first power up

DO – Choose the ‘Set Up Manually’ option when the ‘Quick Start’ screen appears

DON’T – Set up using quick start. This will not work.

DO - Choose to use the mobile connection when prompted to use Wifi. Note that this will only work if the SIM is live

DON’T – Connect to the Royal Mail Wifi or attempt to use your phone on Royal Mail Wifi

DO – Use your Royal Mail username, email address and password when setting up your phone

DO – Work slowly and carefully through the guide you have been emailed once your phone can receive texts, starting at the MFA authenticator page

DON’T – Attempt to transfer data from an existing phone

DON’T – Attempt to download data from iCloud

DON’T – Use a personal iTunes account for your Royal Mail phone

DON’T – Install any apps on the phone that are not approved by Royal Mail and available on the company portal.

DON’T – Set up using quick start. This will not work.