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.

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 is 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 change my price plan? (personal customers only)

Pay as you go customers

You can move between plans as often as you like. Just call 146 from your mobile and follow the instructions.

Pay monthly customers

You can change to a lower price plan one month before your contract end date.


After these times, you can move free of charge once a month, with effect from your next bill. You can do this by registering online at My T-Mobile or by calling Customer Services on 150 (charges may apply).

Can I connect to a Hotspot using a Macintosh?

Yes. T-Mobile supports Macintosh users with AirPort cards. See the AirPort instructions to select the T-Mobile network.

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 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.

Where can I use HotSpot?

Anywhere displaying the T-Mobile HotSpot logo. It is a short-range system available in specific UK locations, such as airports, coffee shops, hotels & petrol stations. There are also thousands of locations in the US and Europe. See more Hotspot locations and costs >

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.