Support

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).

Yes, your PUK code can be obtained from My T-Mobile. Here are step by step instructions on how to get your PUK code

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.

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 >

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.

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.

You can send and receive picture messages in lots of countries. All you need to do is check which networks support picture messaging. You can check this prior to your departure, see our Going Abroad section > (don't forget to note them down).