Frequently Asked Questions

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.

How do I connect to a network when using my phone abroad?

This should happen automatically but you can also manually select a network to use.

Within your phone settings menu find network selection and choose manual.

If you still can't connect, refer to our Interactive Online Manuals.

Can I use GPRS or 3G services abroad?

This depends on the partner networks in the country you're visiting, for more details. See more >

What should I do if I discover illegal material?

Report it to the Internet Watch Foundation (IWF) They will investigate any suspect material and if confirmed as potentially illegal content, theyll notify the appropriate law enforcement agency.

You can contact the IWF through their website or by phone on 08456 008 844.

Can I divert my calls to another number?

Pay monthly customers can divert calls to any UK landline or mobile number. Diverts are charged at the normal rate for the number you're diverting to and are not included in any allowance.

Pay as you go and U-Fix/Mix-It customers can only divert calls to voicemail.

To set up diverts, refer to your phone manual.

How does Identity fraud happen?

The most common way is obtaining a service using someone's details and not paying for it. Criminals also obtain mobile phones fraudulently in order to sell them for large profits - often abroad. See more >

Can I have my mobile number listed in Directory Enquiries?

Yes, but you should be aware that if you request this service your number may be accessible to companies that compile information for marketing purposes.

To get your number listed with Directory Inquiries log in to My T-Mobile then select My price plan > Services you can add > check Full Directory Listing then click Update Services.

How can I upgrade?

If you are eligible, you can upgrade via My T-Mobile or your nearest T-Mobile Store

I've moved house, how can I change my address?

You can do this online through My T-Mobile.

Select 'Manage account', then 'Change account details'.

Enter your new postcode & house name/number and we'll confirm the changes. Login >

If your billing address & account addresses are different, you'll need to call Customer Services.

I keep receiving calls from companies claiming they are working on behalf of T-Mobile

We only call our customers if we have permission to do so and ask for identification to confirm we are talking to the right person - we will never ask for bank details as a form of identification. Companies that do so are not affiliated with T-Mobile and are marketing without our permission.

How do I stop unsolicited sales calls?

To stop these types of calls, register with the 'Telephone Preference Service' (TPS). Telemarketing companies are obliged by law to check the TPS register, and must not call anyone listed.

TPS contact details:

Register online at: www.tpsonline.org.uk

Will my credit rating be affected if someone takes out a contract in my name?

No, once the issue has been resolved we remove all trace of the account from your credit file and a CIFAS marker is added to warn other companies to be vigilant should they receive an application in your name.

What does T-Mobile do to prevent identity fraud?

We employ strict security measures to minimise risks, including a stringent password policy, that ensure as best as possible we deal only with authorised users.

What can I do to prevent identity theft?

The best advice is to destroy all bank statements, utility bills etc before disposing of them. Make sure bank cards, cheque books etc arrive when due, and arrange to redirect post if you move.

How do I call Customer Services when I'm abroad?

Please dial +44 7953 966 150 . Calls are charged at international rates from the country you're in. See more details on costs whilst abroad >

Can I use another network's SIM in my T-Mobile phone?

You can use another network's SIM in your phone if you have a subsidy PIN. To obtain a subsidy PIN, or if you've entered one incorrectly, please call us on 0845 412 5000.

How do I report Identity theft?

Contact us us soon as possible, our email forms list all the information we need to investigate. You should also inform the Police. We aim to resolve investigations and send you written confirmation within 28 days. See more >

Can I use a 3 phone on the T-Mobile network?

3 phones are usually locked to 3 SIM cards. We can't guarantee that a non T-Mobile phone will work on our network.

I am a member and the Family owner is suspended - can I still make calls?

Yes, so long as the owner is not suspended for non payment. If so you will be notified by SMS that the Family booster will be removed.

Can I make calls within the Family booster as part of my allowance even if one or all of us are abroad?

No, normal roaming charges will apply if the person receiving the call is abroad.

What happens if I cancel part way through a month?

You can cancel at any time, through My T-Mobile with 30 days notice. The Family booster will be removed at your next bill cycle.

How do I add and remove members in my Family group?

As a Family Owner you can update your Family group via My T-Mobile

I am a prepay customer, do I need credit to make calls within my family group?

You will only need credit to accept and become part of a group, after that you do not need to top up to communicate with your Family group via text, calls or picture messages.

If a Family Owner cancels their subscription will I be notified?

Should a Family owner cancel their subscription, then you will be notified via SMS and the Family booster would be removed.

Can I get a large print or Braille bill?

Of course, just call 122 free from your T-Mobile phone, or simply register or log in to My T-Mobile where you can order this online.

How can I bring my family over to T-Mobile?

If you would like to port or purchase a new connection to enjoy the benefits of the Family booster you can do so by contacting us:

- Over the phone on 0800 956 2208

- Locate our nearest store online

- At our online shop 

 

I am on an existing Family Share plan, can I migrate and make use of the Family booster?

As an existing customer of My T-Mobile you can enjoy the benefits of our services and price plans. To purchase the Family booster, you will need to move to one of the eligible plans below;

- Combi

- Flext

- Solo or Solo Lite

You can change your price plan online at My T-Mobile.

I have changed my number, how do I update my Family group?

If you have changed your number you will need to update your number either by notifying the Family owner or if you are the Family owner you can do this online via My T-Mobile.

I am a business customer, can I be the owner of a Family?

No, as a business customer you can only be a member. To be a family owner, you must be a Pay Monthly customer on either one of the following price plans;

- Combi

- Flext

- Solo / Solo Fixed

For more information, go to http://www.t-mobile.co.uk/family

How do calls made within my Family show on my bill?

Calls made within your Family group will not be shown on your bill. Family owners will see the charge for the Family booster and Family members will see that they are part of a Family group but will be classed as free of charge.

How does the Family booster affect my other allowances - like any normal texts and minutes?

It doesn't. Any texting, calling or picture messaging to your family members are included within your Family allowance so it won't use up any other minutes or messages you might have.

Am I tied into any contractual period with the Family booster?

You can cancel your Family booster with 30 days notice, at any time. Should you do so, your Family group will be notified via SMS.

Just visit us online at My T-Mobile.

How long does delivery take?

Orders placed before 7:30pm that contain mobile phones should be delivered next working day by Royal Mail special delivery.

Orders for Pay as you go SIM cards will be delivered by second class mail.

Your order maybe delayed if:

- There are any unforeseen stock shortages. You will be notified by e-mail or telephone should this happen.

- If we cannot get immediate security clearance for payment of your order. We place the security of our customers paramount, therefore these checks are essential to combat fraudulent use of payment and address details.

- Credit check queries on Pay Monthly and Mix It orders. If further information is required we will contact you via e-mail or telephone

How much will bringing my number to T-Mobile cost me?

We won't charge you for transferring your number to us, but your current mobile operator may want to charge you. Check with them when you ask for your PAC number.

What happens if no-one is at home to accept delivery?

If no one is available to accept delivery at the specified address the package will be returned to your local Royal Mail sorting office depot. A card will be left with details to organise redelivery of your order, or how you can collect it.

Do I need a new phone if I switch my number to T-Mobile?

You don't necessarily need a new phone when you transfer your number to us. If your phone was issued from another network provider you may need to ask them for a Subsidy PIN which will unlock your mobile phone for use on other networks.

What is my PAC for?

Your Porting Authorisation Code is a passport to transfer your number from your current mobile operator. It gives you permission to leave them and allows us to transfer your number to T-Mobile. Once your PAC is issued it's only valid for 30 days.

Can I switch more than one number to T-Mobile?

Yes. If you want to transfer other secondary numbers such as fax and data lines, make sure you identify these when you request your PAC.

Can I switch my number to T-Mobile if I've got a pay as you go

Yes. We can do the transfer within 2 working days and give you a temporary number to use right away. Simply buy your new T-Mobile phone and ask your current network for a PAC code (Porting Authorisation Code). Then call us on 08454 123 123. Find out more on Transferring your number >

How much does delivery cost?

All orders placed online offer free next day delivery, if ordered over the phone there is a delivery charge of £7.99. See our latest online offers

Can you deliver to my work address?

No. All items delivered by special delivery will need to be signed for at the address used for billing. We cannot deliver to an alternative address.

Can I cancel a number transfer request to T-Mobile?

Yes. You can change your mind up until the point you get your text message from us confirming the day your transfer will take place.

What's so great about MyFaves?

There are lots of reasons to love MyFaves:

- You get unlimited calls, texts and picture messages to 5 people of your choice.

- You get extra allowance to contact everyone else.

- You get to choose photos or icons to represent your favourites on your phone's home screen.

- You can call, text and picture message your favourites with just one click.

- You can see birthday reminders for your favourites on your home screen.

- You can change each of your favourites once a month if you want to.

I need help in completing my order online.

Don't panic! Just call our online support team on 0845 412 2409 and we'll help you complete online or take your order over the phone.

What can stop me transferring my number to T-Mobile?

There could be two reasons:

1. Your number has been disconnected.

2. You have a minimum term contract with your current mobile operator and you have outstanding subscription charges.

How do I opt in to receive Together Rewards?

You can opt in to benefit from rewards every 90 days by doing the following:

• Sending 'Yes' to 3456
• By logging in to My T-Mobile
• Going into your nearest Retail Store

Where can I use the T-Mobile 3G service?

You can check where you can use our 3G services via StreetCheck, simply enter the postcode where you, live, work and play and we'll show you maps of our outdoor coverage. See more>

Why can't I make calls from my mobile?

Generally, the nearer to a transmitter you are, the better the signal. However, coverage can be affected by a number of factors such as surrounding buildings, terrain, network faults or even the weather. This can sometimes be resolved by switching your phone off and back on.

How fast is 3G?

3G offers speeds up to 384Kbps. In comparison GPRS is 56-114Kbps and a typical landline dial-up modem is 56Kbps. HSDPA (3.5G) offers speeds of up to 7.2Mbps with typical speeds between 1 - 2Mbps.

The practical speed is affected by location and the number of users in a single cell.

How can I check if I have 3G coverage?

We recommend you use StreetCheck which shows whether or not there is 3G coverage in any UK town or postcode.

Will the 3G network require more phone masts?

Our 3G network operates at a different frequency and so some new cell sites will need to be built. We work to minimise this by using existing cell sites and sharing equipment with other operators where possible. We always work within the strict UK planning guidelines. See more >

What is 3G?

3G is the third generation of mobile networks, following GSM (2G) and GPRS (2.5G). Its full name is UMTS (Universal Mobile Telecommunications System).

When connecting to data services using your phone, laptop, smartphone or other device, 3G offers higher data transfer speeds than 2G and 2.5G.

Can I use 3G abroad?

Not all countries and their networks support 3G, however you can check the country you are planning to visit within our Going Abroad section.

How do I know if I'm in 3G coverage?

Your phone will have an indicator (usually a 3G symbol) to show when the 3G network is available. If you move out of range of a 3G transmitter while making a voice or data call, your call should be handed over seamlessly to our GSM or GPRS network so you shouldn't notice any interruptions.

You can check out 3G coverage here >

What networks can I use when I'm abroad

You will still be able to use any of our partner networks, but you will only receive seamless services through an Alliance network. See more >

Why is the message 'no network' showing on my phone?

This could mean your phone has temporarily lost network signal and in most cases switching your phone off and back on will resolve this. It could also mean you are in an area with limited or no coverage. You can check out our UK coverage using our Street Check tool.

You can also manually scan for a network on your phone, please refer to your Phone Manual for information on how to do this.

Will the coverage in my area be improving?

Our network has doubled in size since 2000 and, with over 1800 new transmitters added last year alone, performance is at its highest rate ever. However, as it reaches maturity, factors such as geography and planning permission make it increasingly difficult to fill in the few areas left uncovered. To see where we provide coverage in then UK, use our postcode checker StreetCheck

How can I check coverage in my area?

To see where we provide coverage in the UK, use StreetCheck our postcode checker.

What networks can I use within the UK?

You can only use your 'home' network.  T-Mobile UK.

Why is the message 'network busy' showing on my phone?

This can happen when there are a lot of users on the network, like at a music festival, so unfortunately this is sometimes unavoidable. The best thing to do is just redial.

Will I need a new phone or SIM to use 3G services?

Yes. You will need a compatible phone or device to connect via our 3G network. However, you can use your existing SIM card in a 3G phone. Some 3G services may depend on the capabilities of the phone.

I'm going abroad, how can I check coverage?

Our roaming and international pages will be able to give you all the information you need about using your phone abroad. See more on coverage when abroad >

What's the telephone number for information on switching to T-Mobile?

Call 0870 60 60 139 and our mobile number transfer team will be happy to help.

I haven't left the U.K. so why have I been charged for roaming?

If you are near the border or coast line it is possible to pick up a network that is not based in the U.K. e.g. if you are in Northern Ireland and close to the border of The Republic of Ireland it is possible that you will log onto a Republic of Ireland network. Also in Dover you can log on to a French network and in Liverpool/Anglesey you can log onto the network in The Isle of Man.

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