Frequently Asked Questions

What phone can I upgrade to?

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

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 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 >

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)

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 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. 

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

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

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 .

Can I use the data card with my Apple Mac?

No.

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?

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.

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. Click on 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 whilst abroad?

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

When 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.

If you want to share your Mobile Broadband connection with more than one laptop/PC at the same time, then you should check out the Mobile Broadband Share Dock 100

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® handheld?

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.

We also provide a pay as you go BlackBerry handset with 1 years 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.

If you use the Mobile Broadband USB Stick 120 or USB Stick 620, you should not use this with MAC OS X 10.6 (Snow Leopard). It is currently incompatible and can cause serious issues with system stability