Frequently Asked Questions

Have you checked to see if your question has been asked before? Use the menu on the left to browse FAQ topics.

Billing & Payment

For questions about billing, payments and top-ups

General

Useful topics and areas not covered in our other section

Phones & devices

Help and advice with phones, software and other techy stuff

What it costs

If you're a bit unclear about your price plan or need to know something about costs, then this is the way

Services

From text messaging and internet on your phone to using your mobile as a laptop modem. It's all in here

Advice for parents

See how you can help your children behave responsibly with their phone.
And the next steps we take to make mobiles safer

Find what you need

Can I choose whoever I want as a favourite?

You can choose whoever you like within the UK, whether they're on a mobile or a landline, but premium and toll rate numbers are excluded.

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

What should I do if I lose 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.

Why can't I get a signal at home?

If you're indoors, try moving to another part of the house. In general, signal strength improves when you move higher, or closer to an outside wall. However, even in areas with high quality outdoor service, we can't guarantee good coverage indoors.

You can check the signal strength in your postcode here >

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.

Will I be able to view videos over Mobile Broadband?

You can if you're using Mobile Broadband Plus or Extra, but not if you've got the regular version where you pay an extra £7.50 per month on top of your mobile price plan.

If you'd like to change your plan so you can view videos, you can change your price plan online. Simply logon to My T-Mobile. You can get Web'n'walk Plus for £12.50 per month on top of your standard plan.

Can I use a T-Mobile SIM in a non-T-Mobile phone?

If you want to use a T-Mobile SIM in a phone that started life on another network, you need to unlock the phone. Contact the network provider and ask them for a subsidy PIN.