Frequently Asked Questions

Can I use my data card/USB stick abroad?

In most countries, yes.  

Check out our using the internet abroad page for more information.

What phone can I upgrade to?

If you're eligible for an upgrade you can choose any of the phones available in our range >

What if I don't have a photo of one of my favourites on My Faves?

No problem. All MyFaves phones come with a library of icons you can choose from instead.

What phones are available in your range?

We have a wide range of phones, from all the leading manufacturers. Once you have decided how you wish to pay for your T-Mobile service, you will see descriptions and costs of the phones available. See more on our phone range >

How do I activate my new mini SIM

If you have recently upgraded your phone to one that requires you to have one of the new mini SIM cards (like the iPhone 4) – then you will have to activate this new SIM card before you can use it. The full SIM activation process can be found here.

Why can't I top up more than £30 using my mobile or in My T-Mobile?

You've given us your address at some stage - this may have been over the phone when you purchased your mobile or when you signed up for My T-Mobile.

When you top up with a credit or debit card, we check that the address you gave us matches the card billing address. If these don't match, the maximum you'll be able to top up over the phone or online in a 30 day period is £30.

If you want to top up more, simply register a card with a billing address that matches the address in our records. You can check you address details in My T-Mobile to make sure they're all correct.

What do the flashing lights on the data card mean?

If the green light on the left:

- is lit up - it means the WLAN is enabled

- is out - it means the WLAN is disabled

- is flashing - it means there is WLAN activity

If the light on the right:

- ls flashing blue - it means you are connected to an HSDPA network

- is flashing red - it means you are connected to a GPRS network

- is flashing magenta - it means you aren't connected (the card may have lost connection with the network or it may be another fault)

What is Hati Hati?

Hati Hati is the name of some unofficial software that can act like a computer virus on your mobile phone. It's usually downloaded by customers looking for free virus protection for their phone online, but the software isn't secure and once it gets onto your mobile, it can make the phone send large numbers of text messages to some specific phone numbers, without the owner knowing about it.

If you've got a phone which runs the Symbiam S60 2nd edition (you can check your phone manual to find this out), you should remove the Hati Hati application or file from your phone.

We've noticed that some of our customers phones have recently been infected with this virus. Based on our standard phone contracts, it's your responsibility to protect your phone against viruses and unofficial software that may damage your mobile. For this reason, you're also responsible for any charges that appear on your account as a result of this software. To protect customers that may already have this virus on their phone and to stop additional charges being built up, we have blocked the specific numbers to which the automatic text messages are being sent.

For detailed information on how to remove the HatiHati.A malware, please visit the F-Secure website.

You can also help to protect your mobile from harmful software and applications by being careful when accepting and installing applications that you receive by Bluetooth, when opening picture message attachments or transferring files between your phone and computer using a memory card.

Why has my Hotmail email stopped working on my BlackBerry®?

As a security precaution Hotmail/MSN/Live require you to validate your password every 90 days.

You can do this yourself online. Simply logon to www.instantemail.t-mobile.co.uk and click on "Email Accounts" then click on the envelope with the red icon. You will then be asked to enter your password. Once you have entered your password and confirmation appears on the screen your BlackBerry will start receiving emails from your Hotmail/Live/MSN account.

How do I add an email account on my BlackBerry?

To do this on your handset click on the Menu then Setup Wizard and follow the onscreen prompts. Or watch the video below for a demonstration.

To do this online go to www.instantemail.t-mobile.co.uk and click on "Email Accounts" then follow the setup wizard to add your email accounts.

Is BlackBerry® available to pay as you go customers?

Yes, BlackBerry is available to pay as you go customers. 

What is a PUK code?

A PUK (Personal Unblocking Key) is an 8 digit code that is needed to unlock your handset or USB stick, if you entered your SIM card PIN wrong 3 times in a row.

We have created a simple guide on how you can get your PUK code here > 

If you enter the wrong PUK code 10 times you will permanently block your SIM card and we will need to send you a new one.

Does the T-Mobile G1 come with a memory card?

Yes,  the T-Mobile G1 comes with a 2GB micro SD memory card.

Can I use my phone as a modem?

If you are a pay monthly customer with a compatible handset then you should be able to use your phone as a modem. Find out more

Why are call logs, text messages and emails disappearing from my BlackBerry® handheld?

This can be caused by having too little free memory on your handheld. 

Have a look at the complete list of causes and resolutions for help resolving this problem.

How can I find my IMEI number?

An IMEI number is a 15 digit identification number unique to your phone. You can get your IMEI number by dialing *#06# from your phone or by removing the battery and checking the printed label.

Can I use my Sidekick while traveling abroad?

Yes, roaming is charged at £1.50 per MB on any network within the EU and £7.50 in all other countries.

To enable/disable data roaming simply do the following:

From the Jump Screen select Menu then scroll down to Controls.

Then look for the Wireless option and using the scroll wheel, check the “Allow GPRS Data Roaming” box.

Can I call several people at the same time?

Yes. Group call allows you to chat with up to 20 friends at the same time and on the same call.

Discover more about Group call

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 Widget?

A Widget is a small application on your phone that provides specific information to you and can be functional or fun.  A Widget connects to the internet to update its information. (i.e. The Accuweather Widget will update twice a day with the latest local weather).

Widgets are free to use however since they connect to the internet to update you will need to have internet on your phone or else standard internet charges will apply.

If you are still unsure about widgets we have created a video demonstration so that you can see how they work on your phone.

How often do widgets update?

Widgets will update at different intervals throughout the day. We have examples of update intervals below but bear in mind that not all widgets have been listed.

Accuweather - Twice a day

Amazon - Once a day

BBC News - Once every hour

Facebook - Once every hour

Live Cricket - Once every hour

Twitter - Once every hour

Yahoo! Mail - Once every hour

YouTube - Twice a day

How do I reset my phone's settings?

We can send settings for internet on your phone, picture messaging, email*, Mobile TV* text messaging and MyPhonebook backup* for free.

* Depending on your phone
 
Simply visit the phone settings page.

How can I view Youtube videos on my HTC HD2?

To view Youtube videos on your HTC HD2 you will need to install the Youtube application.

To install the Youtube application please follow the steps below:

1. Click Start then open Internet Explorer (do not click on the World Icon from the home screen as this will launch Opera).
2. Go to http://m.youtube.com/app and wait for a few seconds so that the Youtube app prepares to install.
3. Select Yes to start the installation procedure.
4. Once the app is installed you will see a confirmation message. Once the confirmation message appears click on OK then close Internet Explorer.
5. Click on Start then scroll to the Youtube app and open it.

You can then search and play videos using the Youtube app.

Can you suggest a phone for the visually impaired?

Most phones have a raised dot on the number 5 to help you find your way around the keypad, as well as making a noise when you press keys. Others let you chose individual ringtones for different people. You can even set up voice-activated calling for your most popular numbers.

Look out for:

• Large, well spaced, keypad & raised keys
• Audio feedback
• Back-lit keypad
• Adjustable contrast
• Adjustable font size
• Large, clear, screen display
• Voice calling
• Profiles
• Audible battery indicator

See more on our commitment to our disabled customers.

Can I use the data card with my Apple Mac?

No.

Where can I get technical support for Mobile Broadband?

For Mobile Broadband troubleshooting, FAQ's and downloads, visit www.t-mobile.co.uk/broadbandhelp

Can I use the data card SIM to make calls in a mobile phone?

Yes. Find out what the call charges will be in our 3G data card brochure .

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 boost the signal the card receives?

Yes, you can boost the signal using an external aerial that's compatible with Option data cards.

How do I fix the "init failed" error?

The init failed error can be resolved by uninstalling and reinstalling the web'n'walk manager software. A step by step guide to uninstall and reinstall web'n'walk manager can be found on our Mobile Broadband Support site

When I try to connect my Mobile Broadband Stick, I get the error "connection terminated" - how do I fix this?

This can happen when Windows isn't running all the services needed to connect to the Internet

To check this, click on the Start Button > Control Panel > Administrative Tools > Services

Then select the 'Standard' tab and locate the following services; 
 
-Telephony
-Network Connections
-Remote Access Connection Manager
-Remote Access Auto Connection Manager

For each of these in turn, right-click and select Properties. Then on the General tab, next to Start Up type, select Automatic followed by Apply then OK. Then reboot the PC/Laptop and try connecting again.

How do I fix error 619?

The 619 error can usually be resolved by taking the steps below:

• Insert the SIM card into a compatible handset. If the handset picks up a signal reinsert the SIM into your USB modem and try the following
   
• Change connection from 3G to GPRS and try to connect again.
   
• Remove and re-add the modem on your computer. Click on Start > Control Panel > Modems and remove any instances of your USB Modem. Then plug the modem back into a different USB port (if possible) on the PC/laptop. Once the modem has been detected open web'n'walk manager and try connecting again
   
• If web'n'walk manager displays EDGE or UMTS coverage instead of GPRS, HSDPA or 3G please uninstall and reinstall the web'n'walk manager software ensuring that T-Mobile UK is selected when prompted during the installation.

Can I get Mobile Broadband in my area?

We have created an easy to use web page to let you check your Mobile Broadband coverage online.

What are the different Fair Use Policy limits for Mobile Broadband and Internet on your phone?

We have various Fair Use Policies depending on your Mobile Broadband price plan

- Mobile Broadband Lite
1GB per calendar month

- Mobile Broadband Plus 
3GB per calendar month

- Mobile Broadband Extra 
5GB per calendar month

- Mobile Broadband Max 
10GB per calendar month.

For Internet on your phone, the Fair Use Policy varies according to tariff. Your terms and conditions will state what it is.

T-Mobile is still the only operator not to charge expensive run-on rates for breaching your Fair Use Policy, so you will never be charged more than you expected. Read the legal stuff you need to know to find out more.

What is a PUK code?

A PUK (Personal Unblocking Key) is an 8 digit code that is needed to unlock your handset or USB stick, if you entered your SIM card PIN wrong 3 times in a row.

We have created a simple guide on how you can get your PUK code here > 

If you enter the wrong PUK code 10 times you will permanently block your SIM card and we will need to send you a new one.

How many computers can connect to the Mobile Broadband Share Dock 100?

The Share Dock 100 can support up to 32 connected computers, although we recommend no more than three users be connected at the same time.

Your Mobile Broadband connection is shared between each connected computer, so for each additional computer that uses it, the slower the connection gets.

Can I use my phone as a modem?

If you are a pay monthly customer with a compatible handset then you should be able to use your phone as a modem. Find out more

How do I fix the "Failed to create a phonebook entry" error?

If you are logged on to your PC/laptop using a Guest account logon using an account with Administrative rights.

If you are using Windows XP follow the steps below:

Firstly ensure show hidden Files & Folders is checked.

If you are still getting the "Failed to create a phonebook entry" error please try the steps below:

Browse to Control Panel > Administrative tools > Computer management > Services and Applications > Services

Locate the following services:

1. Telephony
2. Network Connections
3. Remote Access Connection Manager
4. Remote Access Auto Connection Manager

Right click and select Properties. On the General tab, next to Start Up type, select Automatic followed by OK.

Reboot the PC/Laptop and try connecting again.

What do I need to use Mobile Broadband?

To use Mobile Broadband you will need:

• a USB stick, data card or HSDPA compatible phone (if using your phone as a modem)
• a compatible laptop or PC.
• a Mobile Broadband price plan
• Mobile Broadband network coverage.

Can I use a web'n'walk or Mobile Broadband device to send and receive faxes?

It is not possible to send or receive faxes with any of the following devices:

- web'n'walk USB
- web'n'walk Stick
- Mobile Broadband USB Stick 530
- Mobile Broadband USB Stick 110
- web'n'walk data card

What speeds can I expect when using Mobile Broadband?

The speeds that you experience depend on what type of connection you have to our network. Use the following as a rough guide to what you could expect:

- HSDPA
Downloads of up to 4.5 Mbps (typical speeds of between 1.0 and 2.0 Mbps should be expected)
Uploads of up to 1.7 Mbps (typical speeds between 384 and 700 Kbps should be expected)

-3G
Downloads of up to 384 Kbps
Uploads of up to 64 Kbps

-GPRS
Downloads of up to 56 Kbps
Uploads of  up to 25 Kbps

What does it cost to use Mobile Broadband when I'm abroad?

It costs £1.50 per MB to use Mobile Broadband within EU Countries or £7.50 per MB in the rest of the world.

When you're using Mobile Broadband abroad, all usage is chargeable. 

What is the difference between the Mobile Broadband USB Stick 110 and the web'n'walk Stick?

The main differences between the two devices and their software are detailed below
 

Web'n'walk Stick

• 7.2mbps maximum capable download speed
• web'n'walk Stick manager software
• SMS client - send and receive SMS on your PC
  

Mobile Broadband USB Stick 110

• 3.6mbps maximum capable download speed 
• web'n'walk Manager software
• MicroSD memory card slot - use it as a memory stick as well
• SMS client - send and receive SMS on your PC
• Auto-update feature - you're kept up to date with any new software
• Built-in compression client - choose between image quality and connection speed
   

Can I use Mobile Broadband on more than one PC or laptop?

Yes. You can simply plug your USB stick into any compatible PC/laptop and follow the prompts to install the software.

Can I get a bigger Fair Use Policy?

If you are a Pay Monthly customer on either the Mobile Broadband Plus or Extra price plan, you can upgrade to Mobile Broadband Max online at My T-Mobile. This will increase your Fair Use allowance to 10GB.

There is no minimum commitment period and you can go back to your original price plan at anytime.

What are the minimum requirements for using the web'n'walk USB?

The minimum requirements for the web'n'walk USB are:

- Pentium 500MHz (PowerBook G4 for Mac)
- 128MB RAM
- 50MB free disk space
- Windows Vista (including SP1), XP (Service pack 2), 2000 and Apple Mac OS X 10.2.6 or higher
- Display resolution: 800*600 pixels or above (1024*768 is recommended) 

What are the minimum requirements for the web'n'walk Stick

To use a web'n'walk Stick, the minimum requirements are:

- 400MHz processor
- 256MB RAM 
- 25MB free disk space
- Windows Vista - All editions (32 bit & 64 bit) or
  Windows XP - Home, Professional, Tablet and Media Centre editions (SP1,2 & 3) or
  Windows 2000 SP4 or Apple Mac OS X 10.3.9 or higher
- Internet Explorer 5.5
- USB 2.0 port required

Will my T-Mobile USB modem work with the Linux operating system?

Only Linux Ubuntu operated machines which were purchased via the Carphone Warehouse together with the web'n'walk USB  are currently supported.

What are the system requirements for the Mobile Broadband USB Stick 530

The requirements are:

• Processor: 400MHz 32bit or above
• Memory: 256MB RAM or above
• Hard Disk: 7MB free disk space
• Operating system:
  • Windows Vista - All editions (32 bit & 64 bit)
  • Windows XP - Home, Professional, Tablet and Media Center editions (SP1 & SP2)
  • Windows 2000 (SP4)
  • Apple Mac OS X 10.4.x or higher
• Other: USB 2.0 slot

Why doesn't email/internet/picture messaging work on my BlackBerry?

In order for these services to work on your BlackBerry handheld you will need to purchase a BlackBerry Booster.

Adding a BlackBerry Booster to your account costs from as little as £5 per month for pay monthly customers.

You can also get a pay as you go BlackBerry with 1 year's email included for £179.99.

How often do widgets update?

Widgets will update at different intervals throughout the day. We have examples of update intervals below but bear in mind that not all widgets have been listed.

Accuweather - Twice a day

Amazon - Once a day

BBC News - Once every hour

Facebook - Once every hour

Live Cricket - Once every hour

Twitter - Once every hour

Yahoo! Mail - Once every hour

YouTube - Twice a day

Is my USB Stick compatible with Mac OS X 10.6 (Snow Leopard)?

Apple's latest operating system update Mac OS X 10.6 - Snow Leopard - has now been released and we're currently testing compatibility of our Mobile Broadband products against it.

If software updates are required we'll post them to this site as soon as they're ready.

In the meantime, if you need to continue to use your Mobile Broadband we'd recommend you stick with your current operating system, just in case there are any compatibility issues with Snow Leopard.

I get a warning message saying I have a previous version of Byte Client software and must uninstall this.

If you have previously installed any Mobile Broadband software onto your computer before you may be required to delete the previous version of the Byte Client compression software. To remove this simply follow this guide.
 

How do I remove Content Lock?

If you're over 18, you can remove content lock in two minutes. All we need are your credit card details, or name and address so we can verify your age (it won't cost you anything).

You can confirm your age by:

- Trying to access a blocked site and entering your details

- Dialling 1818 from your T-Mobile phone and following the prompts

Find out more on Content Lock >

How do I stop my BlackBerry unlocking itself in my pocket or bag?

All you need to do is set up a password by following these instructions on your device:

-Go to Options, and then select ‘security options’.
-Select general settings, and then enable password.
-Scroll to security timeout and choose how long you would like to keep the device unlocked for.
-Then click the escape/back key and save your changes.

Once you’ve saved you will be asked to enter your password. If you haven’t set one up before, then add a new one.

Don’t forget your password, as you won’t be able to access your phone again if you do!

For further information about using your device view an online manual.

How do I stop receiving emails on my BlackBerry when I am abroad?

Receiving emails on your BlackBerry while abroad will no longer be free, which means you could run up a larger bill.  To avoid this you must disable all data services, which will still allow you to receive calls and texts.

Go to options, and select Mobile Network, and then data services.
Change the data service option to ‘off when roaming.’

This will automatically switch the email service off when you leave the country and back on when you return.

Some older BlackBerrys such as the 7100g, 7130g and 7290 do not have this option.

Turning off the data service will also stop you being able to access the internet or send picture messages.

I've changed my BlackBerry, how do I update my account details?

Make sure you’ve put your SIM card in your new BlackBerry and received a registration message. If not, go to Options > Advanced Options > Host routing table, click the BlackBerry menu key and select Register now. You will also need the PIN and IMEI number for your BlackBerry, you can find this if you go to Options then Status on your handheld.

Now login to www.instantemail.t-mobile.co.uk and click Change device in the left hand menu.

Enter the PIN and IMEI for your new BlackBerry and click save. Emails should begin to arrive on your new BlackBerry shortly after this.

Why cant I send/receive emails on my BlackBerry?

Check that:

• The wireless is switched on and you are in an area of coverage
• Your device shows 3G or GPRS
• Reboot your device by removing and re-inserting the battery
• You’ve setup an instant email account and included your email address
• Your email account is still validated when you login to www.instantemail.t-mobile.co.uk

What is BlackBerry Messenger?

BlackBerry Messenger is a form of instant messaging that allows you to have two way conversations with another BlackBerry handheld user. As long as you have the BlackBerry booster on your account you can use BlackBerry Messenger. You can find BlackBerry Messenger on your device menu in the Instant Messaging folder, under the BlackBerry PIN icon.

You can add contacts using their BlackBerry PIN if you have it, or using their email address. The recipient will receive a message asking them to confirm the contact request and if they accept, you will see their status, similar to other instant messaging applications. 

What can I do on the BlackBerry instant email website?

If you signed up for your BlackBerry Internet Service account on the web, you can manage and make changes your BlackBerry account at www.instantemail.t-mobile.co.uk.

You can use the instant email website to:

• Setup your BlackBerry account for the first time
• Add additional email accounts to your device
• Update the password on email accounts you have already setup
• Change the device you use
• Setup filters for email accounts you have setup
• Delete email accounts you have setup to work with your BlackBerry.

Why are my call logs and messages disappearing from my BlackBerry?

BlackBerry handhelds come with an auto-delete option for all your calls, texts and emails stored on the device. This helps keep the handheld running smoothly as it prevents all your memory being used up storing old information.

To change the setting for auto deletion just follow the steps below:

• Go into messages on your Blackberry then press the BlackBerry menu key.
• Scroll down the list and select options.
• Next chose general options.
• On this page scroll all the way down to the bottom and you will see keep messages; you can then set that to whatever suits you best.

How do I access voicemail on my BlackBerry?

Try the following steps:

• Press and hold the number 1 key on your BlackBerry to try and dial voicemail. If it works then you don’t need to do anything else
• Dial 222 from your BlackBerry and listen to the short recorded message. At the end of the message a signal is automatically sent to your phone to setup voicemail. Wait for a few minutes after the call and try using the number 1 key again. 
• If you still can’t get your voicemail it could be a feature called smart dialling that is causing the problem. This feature tries to automatically convert all your numbers into international format but this may stop you accessing your Voicemail.

To switch smart dialling off go to your call log on the BlackBerry. From there press your BlackBerry menu key and select options. From there go to smart dialling and in the next page set your country code to unknown.

Why have I stopped receiving my Hotmail emails?

A recent change to the way Hotmail email addresses work causes any Hotmail address integrated on your BlackBerry to stop working every 90 days. 

In order to stop this happening, log in to www.instantemail.t-mobile.co.uk, delete* your Hotmail account and then set it back up again.

*Warning: this will remove any messages from your Hotmail account currently showing on your BlackBerry. Once set back up you will start to receive messages again but your device will only show messages from that point onward, not older messages.

What do the Device Status Indicators Mean?

The status of your BlackBerry’s connection to the T-Mobile network is shown in the top right-hand corner of the screen. This table explains the statuses you might see, what they mean and how to troubleshoot any problems caused.
 

How do I setup my BlackBerry?

In order to make full use of the features of a BlackBerry (email, internet, instant messaging etc…) you need:

• A BlackBerry booster on your account
  Check you have one by logging into My T-Mobile and going to the My Price plan section
• A BlackBerry Internet Service (BIS) account
  There are two ways to setup a BlackBerry Internet Service account, either on your handheld or from the web.

How do I setup my BlackBerry from my handheld

To make full use of the features of a BlackBerry, set up a BlackBerry Internet Service (BIS) account. This account controls all the email accounts that work with your BlackBerry and allows you to update and edit them.

If you setup your BlackBerry account from the handheld, you can only manage the account in future from the handheld, not on the web.

To setup a BIS account from the handheld, follow these steps:

• In the main menu, select the setup folder
• Select email settings
• On the email setup page, select create new account
• Read and agree to the terms and conditions

At the next screen you can add the email address and passwords for any email accounts you wish to use with your BlackBerry. See How do I add a new email account to my BlackBerry for more information
 

How do I setup my BlackBerry from the web

To make full use of the features of a BlackBerry, set up a BlackBerry Internet Service (BIS) account. This account controls all the email accounts that work with your BlackBerry and allows you to update and edit them.

If you set your account up on the web, in future you can manage it either on the web or directly from your BlackBerry handheld. To setup a BIS account on the web, follow these steps:

• Get your BlackBerry PIN and IMEI from your handheld by going to Options then Status
• Go to www.instantemail.t-mobile.co.uk on your computer
• Click Create new account
• Read and accept the terms and conditions
• Enter your BlackBerry handheld PIN and IMEI and click Continue
• Enter a username and password for your BIS account.

A BIS account will now be created for your handheld. At the next screen you can add the email address and passwords for any email accounts you wish to use with your BlackBerry. See How do I add a new email account to my BlackBerry for more information.

How do I add a new email account to my BlackBerry

To use an email account with your BlackBerry, you must first have a BlackBerry account setup. Follow our quick guides to setup your BlackBerry account from your handheld or on the web.

To add an email account once your BlackBerry account is setup:

On the web:
Login to www.instantemail.t-mobile.co.uk, then click the Set Up Email button. Enter the email address and password of the email account and the service will setup your account automatically.

On your handheld:
On your handheld, click on the Setup folder in the BlackBerry menu, then select Setup Wizard and Email setup. Then follow the onscreen prompts to enter your email account details. Or watch the video below for a demonstration.

After following either of these methods, if you get a confirmation message that the account has been setup, you should start receiving messages in a few minutes time.

If not, you will probably need to enter some further details like the email account type, server name and user name to setup this account. If you don’t know these, you can get them from your email provider. Once you have entered these details the service will be setup and you will receive a confirmation message. Messages should start arriving on your BlackBerry shortly after.