Mobile Broadband Support

You can find support for mobile broadband in two ways:

Find your device in a list or browse our general mobile broadband help and trouble-shooting info below.

Speed and coverage

Check your speed or coverage.

General info

Find out how mobile broadband works, what it costs and how to set it up on your computer.

Trouble-shooting

Having problems connecting to the internet or setting up your USB stick? Trouble-shoot the problem here and find a solution fast.
 

Fair Use Policy

We have a Fair Use Policy to make sure we deliver the best possible service to all our customers. But you'll always be able to browse and email, and only pay a fixed price.

Other broadband topics

Answer centre

Top FAQs

  • What do the flashing lights on the data card mean?
  • What internet speed can I get?
  • Can I use my data card/USB stick abroad?

Forums

Having a problem and can't find the solution?

Discuss it with other customers on our forums

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 internet speed can I get?

There are many variables which can affect the mobile data speeds you will experience on our 3G network - such as the type of phone you have, the number of people browsing on our network at that given time, and how far away you are from the nearest network mast.  

We continually look at our customers’ data needs to ensure we’re able to provide a great network experience for everyone - including data downloaders with the latest smartphones and data services such as video streaming, social networking, browsing, emailing, and music downloading.

T-Mobile customers can now benefit from access to signal and coverage from both the Orange and T-Mobile networks. Thanks to the ‘big 3G switch on’ last year, we now offer the UK’s widest 3G coverage.

How can I find out what speed I can get?

3rd party apps are available to download from your smartphone’s app store enabling you to perform a speed test at your given location. Remember, there are many variables which can affect the mobile data speeds you will experience on our 3G network - such as the type of phone you have, the number of people browsing on our network at that given time, and how far away you are from the nearest network mast. So speeds may vary.

If you use mobile broadband, you can also test your current mobile broadband speed.

How can I find out if I will have coverage?

You can check and compare the coverage in up to three locations using our coverage checker. 

 

Can I use my data card/USB stick abroad?

In most countries, yes.  

Check out our mobile broadband page for more information.

Why can't I upload pictures to Facebook using my Mobile Broadband USB stick 110?

When using a Mobile Broadband USB Stick 110, you may experience problems uploading images to websites such as Facebook. There is now a firmware update to resolve this.

When browsing web pages with my USB stick, why do the images appear low quality?

We apply some compression to improve your connection speed. By pressing CTRL and F5, the images will reload in full quality.

To permanently change your compression settings, follow the instructions for your device:
 

  • For the USB Stick 150 and 110, the web'n'walk Stick and the web'n'walk USB - open web'n'walk manager and go to Tools > Options > Optimization
     
  • For the USB Stick 530 - open web'n'walk manager and go to More > Speed Manager
     
  • For the USB Stick 120 - open T-Mobile Internet Manager, click on the Settings icon and go to the Speed Manager section.
     

 

 
 
 
 
 
 
 

 

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.

What is the Fair Use Policy for Mobile Broadband and Internet on your phone?

For customers joining from February 2011, all new price plans are subject to the following Fair Use Policies:

  • Mobile Broadband pay monthly plan
    1 GB per calendar month
  • Mobile Broadband Pay Per Day
    250 MB per 1 day
    250 MB per day for the any 7 days option
    500 MB per week
    1 GB per 30 days
  • Internet on your phone
    500 MB per calendar month

There is also a 1GB upgrade option which enables you to use your phone as a modem for accessing the internet.

Customers who joined before February 2011 may have different Fair Use Policies, please refer to your original price plan terms & conditions.