Frequently Asked Questions

How can I find out how much allowance I have left?

Simply text AL to 150 and we will send you a text back with your remaining allowance.

You can also check this online within My T-Mobile

What should I do if I loose my E-top-up swipe card?

There's no need to panic because there isn't any money or personal information stored on the card. No one else can use the card, as it's linked to your mobile number ONLY. Simply pick up another card free of charge at any shop showing the E-top up symbol, then call 150 from your mobile and follow the instructions on how to associate your new card to mobile number.

What things can I do in My T-Mobile?

My T-Mobile offers you a safe and secure environment to manage many aspects of your account online. Anything from:

- changing your price plan,
- paying your bill, viewing your bill
- setting up Direct Debit,
- topping up your credit,
- upgrading your phone,
- adding additional services and bundles to your account,
- web text,
- ability to keep track of your usage and allowances when you need to.

Why is my allowance showing as zero when I've just started a new month?

At the start of your billing month you need to make a call before the system will update with how much allowance you have remaining.

Why are itemised calls costed to three decimal places?

This makes your bill more accurate as we don't round up your charges until we have totalled them.

I tried to top up through My T-Mobile, but it looks like it has failed?

You can check whether the top up / payment went through by:

- Logging into My T-Mobile

- Selecting top up now

- Selecting Payment history from the left hand menu

If your payment is listed, it worked. If it doesn't appear to be listed, then try to make the payment again. Should it fail yet again, call us on 150 from your T-Mobile phone.

Why can't I access social networking sites like Facebook or Bebo?

We classify sites containing unmoderated, user generated content as unsuitable for under 18's because there's a chance they may see inappropriate images or receive unwanted contact from strangers.

To get access to social networking sites, go to removing content lock

Can I top up whilst I am abroad?

Topping up while you're abroad is as easy as topping up at home. You can choose to top up:

- Online , via My T-Mobile

- By sending a  text message

- By calling +447953 966 150 and selecting option 2 (call costs will vary, depending on which country you are calling from.

- Using E-Top-up

If you're topping up by calling or texting, you'll need to make sure these are supported by networks in the country you're visiting. See more >

Why have I been charged for calls while abroad when I didn't call anyone?

When you use your phone abroad you are charged for receiving calls as well as for making them. You are also charged for receiving and retrieving voicemail messages. Our Going Abroad section has full details. See more>

Can I use my allowance over the bank holidays?

You can if you're on a pay monthly plan like Flext, U-Fix, Everyone and Freetime Off-peak that includes an allowance.

Once your allowance is used up you'll be charged off-peak rates. See our brochure section for more information.

How can I change my price plan online?

Yes, you can change your price plan online. Here are step by step instructions on how to change your price plan online.

How can I check whether a top up was successful?

Simply log in to My T-Mobile and you can check your remaining balance, this will be displayed on the homepage. If you want to see when your payment was processed select payment history from the left hand menu. You can also check your balance by texting BA to 150.

What are the different bill options from T-Mobile?

There are three different ways that you can get your bill each month:

- Online Bill – Go to our online My T-Mobile site to get loads of information about your account, including free access to your up to date online bill. You can also search through your past bills all in one place.  Login to My T-Mobile to access your bill online or to set up an account

- Summary Bill by text message – Information of your outstanding balance and the bill payment date is sent via a text message to your mobile on the date your bill is ready

- Paper Bill – A Paper Bill provides your billing information in a paper format. It can be sent to your postal address that you register with T-Mobile. If you have joined us anytime from 1st July’09 onwards, the summary paper bill will be charged at £1 and it will cost an additional 50p per telephone number for itemisation on top of £1.

Your Online Bill on My T-Mobile has the same information as the  paper bill. However it is presented slightly differently.

What will my U-Fix bill look like?

Your U-Fix bill will show your line rental and charges for any additional allowances or services you may have.

Itemised calls will not be shown as these are paid for via top ups. More about U-Fix >

I've forgotten my Username and Password.

No problem, follow the forgotten both username and password process and we'll get you back online in no time. Alternatively, call us on 150 from your mobile or 0845 412 5000 from a landline (charged at local rates).

I've forgotten my security questions, what now?

No problem, simply call customer services and we'll get you back online in no time. Call 150 from your mobile phone or 0845 412 5000 from any UK landline. (Charged at local rates)

How do I top up if the shops aren't open?

There are other alternative and convenient ways to top up your credit. 

My E-top up card doesn't seem to work?

First check your receipt to see if your payment was successful. If it wasn't, you'll have to return it to the shop and try to top up again.

If your payment was successful, check you're using the right card. If you have other swipe cards that are associated to a different mobile number, you may be topping up another mobile.

I am trying to top up through My T-Mobile but my card is being declined?

Lots of us have more than one card and it's easy to get them mixed up. Try entering the last four digits and security code for another card in case you have registered that one instead.

Your card may also be declined because:

- You've reached your credit limit

- You have insufficient funds in your account

- Your card has expired

The best way to get around this is to simply register another card (You can register up to four cards)

I've received a text message about my credit limit. Why did I get this and what should I do?

We set a credit limit on all accounts as a safety net to ensure you can use your mobile without running up a big bill that you're not expecting. If you've received a text message from us letting you know that you've exceeded your credit limit or that your account is approaching its credit limit, the best thing to do is make a payment online in My T-Mobile as it will register instantly on your account. To help improve your credit limit, pay your bill on time each month. The easiest way to do this is to set up Direct Debit .

Does 3G cost more?

No. You pay for the services you use, ie the time you talk, the volume of data you transfer or the download you buy, regardless of the type of network you use to do this.

Am I charged for calling Customer Services from my handset?

No, you will not be charged for calling Customer Services call if you have dialled 150 from your handset.

What price reduction will I get when I upgrade?

It will depend on how much you use your phone and how long it's been since you last upgraded (if you have before).

Why have I been charged to call customer service?

The cost of a call to customer services depends on your price plan.

If you are a pay as you go customer and the call is made from your T-Mobile phone,  the call is free unless you choose to speak to a customer service agent.  Then you'll be charged 25p per call (Inclusive of VAT)

If you are on a pay monthly  or U-Fix customer, these calls are free when called from your T-Mobile phone. 

I'm on U-Fix, why haven't I been given my allowance on my bill date?

The volume of bills that we produce on a daily basis can sometimes cause delays. Your allowance will be allocated as soon as your bill has been produced.

If I didn't pay my bill on time, how can I resume my line?

The fastest and easiest way to resume your line is to make a payment online via My T-Mobile.  Your service will resume almost immediately.

On the odd occasion you may experience a short delay before you can make calls again.

How can I check my remaining allowance?

Simply text AL to 150 and we will send you a text back with your remaining allowance.

You can also check this online within My T-Mobile

I'm being charged on my bill for calls that should have appeared last month?

This occasionally happens if you have used your phone abroad. The reason for this is it can take up to three months to receive details of your calls from the foreign network.

Why is there a charge on my bill for an allowance that should be free?

A charge for an allowance will always show on your bill, but if this is free a credit will show in the 'calls and other usage discount' section of your bill.

Can I change the date I receive my monthly bill?

If your mobile billing date is inconvenient because you get paid at a different time of the month, you can change it as long as:

- You've paid one bill

- You haven't already changed it in the same calendar month

- There are at least seven working days until your bill is due

To make the change, call Customer Services by dialling 150 from your mobile, or email us

Tip: Changing your billing date means changing the day your bill is produced, not when it's due. So make sure the date you change your billing date to, is 14 days before the date you wish to pay your bill.

I don't recognise a charge on my bill. What should I do?

Occasionally you might not recognise a charge for a service or download you've ordered. Unfortunately some 3rd party multi-media and download providers don't always provide clear descriptions we can use on your bill.

Some 3rd parties also split their charges, so a £3 download may be shown as 2 charges of £1.50 on your bill. See more on Shortcode Services.

I haven't subscribed to a third party service. Why have I been charged ?

We simply pass on charges for services that have been supplied. This means that either you, or someone using your phone number, has activated or subscribed to a service. Find out more >

How is VAT calculated on my bill?

VAT at 15% is added to the total at the end of your bill. It is not included on individual charges. Some items do not include UK VAT such as insurance and calls made outside the EU.

Why is there a charge on my first Bill?

Your first bill covers your monthly rental charged for the coming month. Any calls, texts and data usage made before you receive your first bill will appear on your next one.

Can I buy more allowances?

Yes, you can do this either by registering or logging in to My T-Mobile or by calling 879 and following the automated prompts.

I've had a credit on my account, will I receive a revised bill?

No, but any credits to your account will be shown on the next bill you receive.

Can I pay in installments?

No, the full balance must be paid by the due date as shown on your bill.

Can I get a large print or Braille bill?

Of course, simply register or log-in to My -T-Mobile where you can order this online.

I connected with a price plan that included a free text allowance. Why am I now being charged for this?

These bundles normally last for a promotional period and once this ends, texts become chargeable. If you would like to purchase a new bundle, we have a varied range available See more> .Once you have selected the one that best suits you, just register or login to My T-Mobile to add to your account.

What happens to my bill if I change my price plan or upgrade mid-way through my bill cycle?

Your bill charges can be higher than normal if you change your price plan or upgrade in mid way through the bill cycle. This is because we pro-rate your bill.

This means that we will charge your old monthly line rental till the date your new price plan is activated and will charge your new monthly line rental only the days left for rest of the month. Unused part of your old line rental will be refunded.

Do I have to decide in advance how I want to use my allowance?

No, your allowance will reduce automatically as you use your phone.

How can I check whether I've been charged for a third party service?

Third party services are shown under a separate section on your bill. You can also check any unbilled charges by selecting My Unbilled Usage within My T-Mobile >

Can I get a copy of one of my bills?

Copies can be ordered for a small charge of £2.13 + VAT per bill. You can also download your bills in PDF format from within My T-Mobile.

How can I see my calls itemised?

There is a £1.50 per month charge to receive itemised bills. To see your calls itemised for free, register or log in to My T-Mobile . To cancel itemised bills just send a blank text to 3900 .

Why have I been charged for calling voicemail?

If you have stored your actual mobile number for voicemail you will be charged. You need a special voicemail number stored that can be set up by calling 222 from your phone. Simply follow the prompts and this will ensure you're not charged any more.

Will I be charged for voicemail retrieval on the Flext Plan?

UK voicemail retrieval is not part of your Flext allowance and is charged at 12p per minute inclusive of VAT. For further information on Flext plans, see our brochures >

I tried to make a payment online in My T-Mobile but I think it failed. What should I do?

If you tried to make a payment online and you received an error message or you suspect the payment failed for another reason, you can check if the payment went through by logging into My T-Mobile.

How do I get a paper bill?

Login to My T-Mobile and select My Bills.

Choose the bill that you would like a copy of and select Download or order this bill.

Why have I received another bill when I thought I'd already paid my final bill?

If there are any call charges after you've received your final bill we'll issue you with a revised final bill.

Can you explain the VAT section on my bill?

It is a legal requirement that we charge VAT on some services. Any services that require VAT to be charged will be shown in this section of your bill.

- VAT charged at 15%  – this section shows the amount you are charged VAT on & the payable VAT amount. e.g.. your monthly plan charges, and the amount of VAT that’s payable.
- VAT exempt  – this section shows the amount the VAT was exempted on. Products or services bought outside the UK are normally VAT exempted. e.g if you don’t pay by Direct Debit or BACS then you’re   charged a £3 separate payment handling charge. This charge is VAT .
- VAT charged at 0% - Certain products and services are are charged at 0% VAT. e.g. any charges for roaming outside of the EU. This section shows the amount that is charged at 0% VAT.
 

If I have paid the amount stated on my final bill, will I receive another bill?

You will only receive a further bill if we become aware of any usage that was not included on your final bill.

I had OFF PEAK CALLING activated, why am I charged for calling during OFF PEAK times?

Some promotions such as OFF PEAK CALLING are automatically deactivated if you activate other promotions like T-MOBILE UK CALLING. Thus, you might be charged for calling during OFF PEAK calling hours. Any promotions you have on your account are shown in the ‘Charges summary’ section on page 3 of your bill.
 

When do I receive my first bill?

Your first bill will be printed within 4 days of opening your account with T-Mobile. If you add a new number to an existing account, your bill will be printed on the same day as the existing number. You’ll always get this first bill on paper for free, even if you’ve chosen free online billing.
 

Can you explain the various sections on my Online bill at My T-Mobile?

The Unbilled Usage section on My T-Mobile provides the billing information. Under the Unbilled usage section, you get to know:

 - Your account number with T-Mobile
 - Your remaining allowances in the current billing month
 - Your used allowance in the current billing month
 - Your Outside the allowance usage (unbilled)
 - Itemised breakdown of your usage. You can also download this usage report

You can also view an online demo of how information appears on you bill

Can I change the date I receive my Monthly bill?

Can I change the date I receive my Monthly bill? (Put on the site)
If your billing date is inconvenient, you can change it as long as:

 - You’ve paid one bill.
 - You haven't already changed it in the last calendar month.
 - There are at least 7 working days until your bill is due.

To make the changes, call Customer Services by dialling 150 from your T-Mobile phone, or e-mail us.

Note: Changing your billing date means changing the day your bill is produced, not when its due. So make sure that date you change your billing date to, is 14 days before the date you wish to pay your bill

Why is my bill higher than normal?

There are various reasons why your bill can be higher than normal: 

- You may have exceeded your monthly allowance
- You may have used services such as International Roaming, 3rd Party applications, International calling, in excess
- You may have changed your price plan mid way through the bill cycle
- You may have changed the date in the month that we produce your bill i.e. changed your bill cycle date.

You can view your usage details within the  the Unbilled Usage section on your Online Bill at My T-Mobile

What do you mean by a bill cycle?

A bill cycle is the monthly interval between bills you receive from T-Mobile. Your bill cycle date is available on your bill and is the date in the month that your allowances refresh. Your bill is sent to you on the date of your bill cycle.

What are the VAT savings being passed on by T-Mobile? How does it affect my bill?

Due to the recent change in the VAT from 17.5% to 15% the amount now charged for calls and texts has reduced. Therefore the amount of allowances on Flext plans has also reduced by the same amount. You still have the same amount of free calls and messages.

The graph on your bill will show allowance that is excluding VAT.

What should I do if I loose my E-top-up swipe card?

There's no need to panic because there isn't any money or personal information stored on the card. No one else can use the card, as it's linked to your mobile number ONLY. Simply pick up another card free of charge at any shop showing the E-top up symbol, then call 150 from your mobile and follow the instructions on how to associate your new card to mobile number.

I tried to top up through My T-Mobile, but it looks like it has failed?

You can check whether the top up / payment went through by:

- Logging into My T-Mobile

- Selecting top up now

- Selecting Payment history from the left hand menu

If your payment is listed, it worked. If it doesn't appear to be listed, then try to make the payment again. Should it fail yet again, call us on 150 from your T-Mobile phone.

My E-top up card doesn't seem to work?

First check your receipt to see if your payment was successful. If it wasn't, you'll have to return it to the shop and try to top up again.

If your payment was successful, check you're using the right card. If you have other swipe cards that are associated to a different mobile number, you may be topping up another mobile.

How can I check whether a top up was successful?

Simply log in to My T-Mobile and you can check your remaining balance, this will be displayed on the homepage. If you want to see when your payment was processed select payment history from the left hand menu. You can also check your balance by texting BA to 150.

I am trying to top up through My T-Mobile but my card is being declined?

Lots of us have more than one card and it's easy to get them mixed up. Try entering the last four digits and security code for another card in case you have registered that one instead.

Your card may also be declined because:

- You've reached your credit limit

- You have insufficient funds in your account

- Your card has expired

The best way to get around this is to simply register another card (You can register up to four cards)

How do I top up if the shops aren't open?

There are other alternative and convenient ways to top up your credit. 

Can I top up whilst I am abroad?

Topping up while you're abroad is as easy as topping up at home. You can choose to top up:

- Online , via My T-Mobile

- By sending a  text message

- By calling +447953 966 150 and selecting option 2 (call costs will vary, depending on which country you are calling from.

- Using E-Top-up

If you're topping up by calling or texting, you'll need to make sure these are supported by networks in the country you're visiting. See more >

Why can't I access social networking sites like Facebook or Bebo?

We classify sites containing unmoderated, user generated content as unsuitable for under 18's because there's a chance they may see inappropriate images or receive unwanted contact from strangers.

To get access to social networking sites, go to removing content lock

Can I manage my account via text?

Yes you can. You can top up your phone, pay your bill and much much more. And it doesn't cost a penny to use.

Please see 150 is the magic number  for more details.

What are Goodies?

Goodies was a pay as you go promotion that gave you something extra each time you topped up.

This promotion has now been replaced by Little Extras

Can I get my PUK code in My T-Mobile?

Yes, your PUK code can be obtained from My T-Mobile. Here are step by step instructions on how to get your PUK code

I've forgotten my My T-Mobile username / password, what should I do?

No problem, we can assist you with that. Simply follow the forgotten username or password process and we'll get you back online in no time.

Can I change the credit or debit card details I've registered?

You can register up to four cards with us so there's no need to change your details, simply register another card in My T-Mobile. 

What things can I do in My T-Mobile?

My T-Mobile offers you a safe and secure environment to manage many aspects of your account online. Anything from:

- changing your price plan,
- paying your bill, viewing your bill
- setting up Direct Debit,
- topping up your credit,
- upgrading your phone,
- adding additional services and bundles to your account,
- web text,
- ability to keep track of your usage and allowances when you need to.

What are the different bill options from T-Mobile?

There are three different ways that you can get your bill each month:

- Online Bill – Go to our online My T-Mobile site to get loads of information about your account, including free access to your up to date online bill. You can also search through your past bills all in one place.  Login to My T-Mobile to access your bill online or to set up an account

- Summary Bill by text message – Information of your outstanding balance and the bill payment date is sent via a text message to your mobile on the date your bill is ready

- Paper Bill – A Paper Bill provides your billing information in a paper format. It can be sent to your postal address that you register with T-Mobile. If you have joined us anytime from 1st July’09 onwards, the summary paper bill will be charged at £1 and it will cost an additional 50p per telephone number for itemisation on top of £1.

Your Online Bill on My T-Mobile has the same information as the  paper bill. However it is presented slightly differently.

What is My T-Mobile?

My T-Mobile is your very own safe and secure online system that enables you to manage and control many aspects of your T-Mobile account 24/7. Whether it's upgrading your phone, changing your price plan, paying your bill, topping up your credit, taking advantage or our additional services and bundles, or simply keeping track of your usage and remaining allowances. These are just some of the things My T-Mobile offers you, so to find out more, click here >

Is My T-Mobile secure?

Yes. We take great care to make sure no-one else can access your private information. That's why we take you through some security questions to confirm your identity when you register.
 

How can I change my price plan online?

Yes, you can change your price plan online. Here are step by step instructions on how to change your price plan online.

Can I manage more than one account in My T-Mobile?

Yes you can, here's a step by step guide on how to add another account or mobile number to your profile.

I've forgotten my Username and Password.

No problem, follow the forgotten both username and password process and we'll get you back online in no time. Alternatively, call us on 150 from your mobile or 0845 412 5000 from a landline (charged at local rates).

I'm worried about using my credit card online, is it safe?

We take safety of your data very seriously.

Our secure-server software encrypts all your personal information including credit or debit card number and name and address. The encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet.

We will only allow purchases made in Secure Socket Layer (SSL) 128-bit encryption. You therefore need to ensure that the browser you use supports this (most do). You will be unable to complete a transaction unless it does.

In the event of an unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges or will limit your liability. Please check with your bank or card issuer to confirm what cover your card gives you.

I've forgotten my security questions, what now?

No problem, simply call customer services and we'll get you back online in no time. Call 150 from your mobile phone or 0845 412 5000 from any UK landline. (Charged at local rates)

Is my on screen bill same as the Paper Bill?

The design is slightly different but the information is exactly the same. Your electronic bill is more flexible because you can click on it and see the information broken down in different ways. Your paper bill is your legal record for accounting purposes.

Why do I not have my full allowance?

If you have recently joined T-Mobile or have upgraded your price plan your allowance and bill will be calculated on a pro rata basis for the first month.

The first monthly bill and allowance will be pro-rated to the date of your next monthly bill and thereafter the full allowance and charge will be applied on each monthly bill.

As an example if you were to join us in the middle of the month with a billing date of the 1^st of the month you would have 2 weeks allowance to use before your first bill then your full allowance would be available once your billing date has been reached.

My login attempts to My T-Mobile failed. What now?

Before our Customer Services can help you, please check the following:

- You are entering correct Username & Password (case sensitive).

- If you have forgotten your password you are following the username and password process properly.

Despite everything, if login fails, simply call customer services and we'll get you back online in no time. Call 150 from your mobile phone or 0845 412 5000 from any UK landline. (Charged at local rates)

What is the unbilled usage section on My T-Mobile?

The Unbilled usage section on My T-Mobile is a one view of your usage since your last bill.
Under the Unbilled usage section, you get to know:

- Your account number with T-Mobile.
- Your remaining allowances in the current billing month
- Your used allowance in the current billing month
- Your Outside the allowance (unbilled usage) usage
- Itemised breakdown of your usage. You can also download this usage report.

You can view a demo on how information appears on you bill here

Why does the Unbilled Usage section show high charges?

- You may have exceeded your monthly allowance.
- You may have used services such as International Roaming, 3^rd Party applications, International calling, in excess.
- You may have changed your price plan mid way through the bill cycle.
- You may have changed the date in the month that we produce your bill i.e. changed your bill cycle date.

How can I change my Price Plan online?

Yes, you can change your price plan online. Here are step by step instructions on how to change your price plan online.

Note: If your are changing your price plans mid way through the bill cycle, you can expect your bill higher than normal. This is because we pro-rate the allowances. This means that we will charge your old monthly line rental till the date your new price plan is activated and will charge your new monthly line rental only the days left for rest of the month.

How can I check how much I will be charged for using my phone abroad.

You can check individual country charges by simply texting the letters RO to 150 followed by a space and the name of the country

An example of how this will look is: RO Italy

How many previous bills can I see online?

You can view your bills for the last 13 months when you register or log in to My T-Mobile

Can I see itemised billing for all my previous bills online?

Yes, you will be able to view the itemised bills for the last 13 months on My T-Mobile even if you do not receive itemised paper bills.

Where can I buy accessories for my phone?

Whether you're after a memory card, Bluetooth headset or a replacement battery, you'll find them all at our online accessory shop

What is a My T-Mobile activation PIN?

When you first sign up for My T-Mobile, we send a one time activation PIN to your mobile to ensure that you have entered the correct phone number.

You will need this activation PIN to log on to My T-Mobile for the first time.