Frequently Asked Questions
Have you checked to see if your question has been asked before? Use the drop down menu to browse FAQ topics. If you can't find what you're looking for, don't forget you can also ask Laura, our virtual assistant.
Have you checked to see if your question has been asked before? Use the drop down menu to browse FAQ topics. If you can't find what you're looking for, don't forget you can also ask Laura, our virtual assistant.
If you're a pay monthly customer, you can upgrade when you have less than one month to run on your contract. Pay as you go customers may be eligible after nine months. Find out more about Upgrade my phone >
If you enter the wrong PIN several times in a row, your phone will become blocked and ask for a PUK code. If you register and log in to My T-Mobile you can obtain your PUK code online. For alternative ways to obtain a PUK code Click Here> .
If you enter the wrong PIN 10 or more times, this will LOCK your SIM card and you will need to replace it. To order a replacement SIM card call us on 0845 412 5000 (Charged at local toll rates) or if you have access to another T-Mobile phone, simply dial 150 . There is a charge of £10 for a replacement SIM card.
Should it happen to you, call Customer Services immediately on 0845 412 5000 (Charged at local rates) or if calling from abroad, +44 79539 66150 (International call rates apply) and we'll do what we can to minimise your stress. Find out more on Lost & Stolen >
