Answer centre

Top FAQs

  • My Mobile TV isn't working properly. What's wrong?
  • There is a 'separate payments handling charge' on my bill. What is this?
  • What should I do if I lose my E-top-up swipe card?

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My Mobile TV isn't working properly. What's wrong?

For Mobile TV to work, you need 3G coverage. Check that your mobile is displaying the 3G icon. Check your phones interactive manual to find out more

There is a 'separate payments handling charge' on my bill. What is this?

A very small number of our customers prefer to pay their bills through methods other than Direct Debit, or online/telephone banking (BACS).

Processing transactions through other methods is more prone to error and requires more of our resources than when a payment is made by Direct Debit or online or telephone banking. That's why we've adopted a 'user pays' approach for these other methods, like we have for other bespoke customer services, such as itemised billing. You will see these charges as 'Separate Payment handling charges' on your bill.

What should I do if I lose my E-top-up swipe card?

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.

How can I improve my voicemail security?

To improve your voicemail security, you should setup a voicemail PIN.

To setup a PIN, access your voicemail as normal, select option 2 then 1 , enter a four digit PIN of your choice, then press #.

See more on securing your voicemail.

Does 3G cost more?

No. You pay for the services you use, ie the time you talk, the volume of data you transfer or the download you buy, regardless of the type of network you use to do this.

How can I give feedback on Mobile TV?

We want to hear your thoughts, good and bad. Please email: MobileTV@t-mobile.co.uk

I've registered with the Telephone Preference Service - why am I still receiving calls?

Some companies base themselves outside of the UK. Unfortunately, they are not bound by the TPS. If a company is based within the UK but use an offshore company to make their calls, they must still adhere to the TPS.

If you have previously registered with the TPS and wish to take the matter further, they can contact The Information Commissioner or their local Trading Standards Office.