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.
Content navigation
Top FAQs
What calls are included in my allowance?
It depends on your price plan. Details of the current range can be found in our brochure library. See more >
Top FAQs
Top
Can I use my MyFaves allowance when roaming?
Unfortunately, international calls are not included and will be charged at the standard roaming rate for that country.
Top FAQs
Top
Is international calling included in my allowance?
If you're on a Flext 2009 price plan, then you can use your allowance to make international calls.
If you're on any other price plan, international calls will not come out of your allowance but you can always take advantage of our international calling bundles when calling abroad from the UK
You can get more information on our price plan in brochures
Top FAQs
Top
Can I choose whoever I want as a favourite?
You can choose whoever you like within the UK, whether they're using a fixed-line or a mobile phone (premium and toll rate numbers are excluded). Your favourites can be on any network.
Top FAQs
Top
Is internet included as part of my Flext allowance?
If you have joined T-Mobile after 1st April 2009 we have added internet on your phone free to your account. More info on Flext 09 plans >
If you joined prior to 1st April 2009 internet is not included in your plan but you do have the option to add a data booster to your account. Find out more on how to add a data booster or internet on your phone to your account. Click here >
If you are unsure what plan you are on log in to My T-Mobile and select My price plan to find out what plan you are currently on.
Top FAQs
Top
What if I don't like the phone I upgrade to?
If you order your upgrade direct from Customer Services, you have seven days to decide if it's suitable for you. Full details are included with the delivery of your phone. See more Terms and conditions >
Top FAQs
Top
What is MyFaves?
MyFaves is a price plan that gives you unlimited calls, texts and picture messages to 5 people, which means you can stay connected to your favourites at all times without worrying about cost. MyFaves is unique to T-Mobile.
Top FAQs
Top
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.
Top FAQs
Top
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.
Top FAQs
Top
How many Family groups can I be part of?
You can be an owner of one Family group and a member of another group or a member of two Family groups.
Top FAQs
Top
I have added the Family Booster but can not see the Family option on My T-Mobile, why?
To be able to see the Family option on My T-Mobile, the telephone number with the Family Booster added needs to be made the primary number within My T-Mobile.
To do this, log into My T-Mobile and select My Account details > Manage Accounts then update your main T-Mobile number to the one with the Family Booster added.
Top FAQs
Top
What is Solo?
Solo is a SIM only price plan bursting with minutes and texts with the advantage of only having a 30 day rolling contract.
Top FAQs
Top
What can the Solo allowance be used for?
You can use your Solo allowance for calls to UK fixed lines, UK mobiles and sending standard text messages. Picture messages (MMS) are charged at 20p per message and Voicemail is charged at 12p per minute.
Top FAQs
Top
Can I add Boosters to my Solo plan?
Yes you can.
We have lots of fantastic Boosters that you can add to your account like internet on your phone, cheap international calls and much, much more. Find out how you can save money with Boosters.
Top FAQs
Top
What is a My T-Mobile activation PIN?
When you first sign up for My T-Mobile, we send a one time activation PIN to your mobile to ensure that you have entered the correct phone number.
You will need this activation PIN to log on to My T-Mobile for the first time.
General FAQs
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).
Top
Can I email my 5 favourites?
You can if your MyFaves phone supports email, however, this isn't part of the unlimited package, it's charged at the standard rate.
Top
Can International Option be added when on a Flext Plan?
Yes, International Option can be added to Flext price plans. Find out how to add international option >
Top
What services can I use?
You can use all normal mobile services, but there are some additional bonuses with a MyFaves phone:
- You can call, text and picture message directly from the MyFaves menu on your phone's home screen.
- Assign individual ringtones to each of your favourites.
- Some of our phones let you email directly from the MyFaves menu.
Top
What is a 'Part Free' charge?
If you reach the end of your allowance during a call, you will see a 'Part Free' charge on your bill. This just means we've charged you for the bit of the call that wasn't included in your allowance.
Top
Can I change from an 18 month Flext price plan to a 12 month Flext price plan?
No, we have discontinued the Flext 12 month price plan.
Top
Will I be able to use my U-Fix phone abroad?
You will be able to use your phone abroad and enjoy the same rates as pay monthly customers. You will need to keep your account topped up as these calls will not be included in any allowances you may have. More about U-Fix >
Top
Why has my price plan discount stopped?
Any discounts received with your package will have an expiry date - this will depend on what price plan you're on, and when you signed up. But discounts normally last between three and 12 months.
Top
Will I need a new phone to use MyFaves?
Yes. You can choose from a range of phones to suit all budgets. We want MyFaves to be available to everyone.
Top
Do I always need to select 5 favourites?
You can select less than 5 if you want to, but no more than 5.
Top
Can I change from an 18 month Flext plan to a 12 month plan?
Unfortunately you can not change until you are at the end of your 18 month contract.
Remember though, even though you are commited for six months longer, you are receiving 50% more allowance each month than you would with a 12 month plan.
Top
Can I hide the MyFaves screen?
Yes, you can hide and show the MyFaves screen whenever you like. Refer to your handset user guide or our Interactive Online Manuals for more information.
Top
What can I use my allowance for?
You can use your allowance for calls to UK fixed lines and mobiles plus sending text messages and picture messages. For voicemail retrieval charges, please check your plan details. Other services such as calls to numbers abroad, roaming, video calling and data will be charged at standard rates. Or you can buy bundles (where available) to help you save even more money.
Flext
Are Flext price plans available as share plans?
No, the only share plan we currently offer is the Business 1 Plan >
Flext
Top
Are Flext price plans available on a 12 month contract?
Flext plans are no longer available on a 12 month contract.
Flext
Top
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.
Flext
Top
What can I use my Flext allowance for?
You can use your Flext allowance for making calls from the UK to landlines, mobile phones as well as sending text and picture messages to UK mobile phones. You can also use your allowance to send picture messages from the EU as long as it is to a UK based mobile phone so now there's no excuse for not sharing your holiday snaps! Find out more on what you can use your Flext allowance for.
If you have a Flext 09 price plan, calls to international numbers as well as certain numbers beginning with 08 are also included as part of your allowance. Find out more >
Flext
Top
Do I have to decide in advance how I use my Flext allowance?
No, you can use your Flext allowance however way you like. If you are unsure how much allowance you have left simply text AL to 150 and we will send you a text right back with your remaining allowance. Don't worry - the text won't cost you a thing.
Pay as you go plans
Can I use my pay as you go or U-Fix phone abroad?
Yes, all of these account types are already set up for international use. We recommend that you top-up with as much calling credit as you think you'll need before leaving the UK. See more on ways to pay >
Pay as you go plans
Top
What are Goodies?
Goodies was a pay as you go promotion that gave you something extra each time you topped up.
This promotion has now been replaced by Little Extras
