New customer?

To see whether you'll get good coverage at home or in the office, use our coverage checker.

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.

Simply call 1818 and follow the voice prompts or if you are a pay monthly customer, you can apply Content Lock online in 3 easy steps:

1. Register or log in to My T-Mobile (it's free and only takes a few minutes)

2. Select My Phone

3. Select Applied under Content Lock and click Set

If you're over 18, you can remove content lock in two minutes. All we need are your credit card details, or name and address so we can verify your age (it won't cost you anything).

You can confirm your age by:

- Trying to access a blocked site and entering your details

- Dialling 1818 from your T-Mobile phone and following the prompts

Yes. If you want to transfer other secondary numbers such as fax and data lines, make sure you identify these when you request your PAC.

There are three different ways that you can get your bill each month:

- Online Bill – Go to our online My T-Mobile site to get loads of information about your account, including free access to your up to date online bill. You can also search through your past bills all in one place.  Login to My T-Mobile to access your bill online or to set up an account

- Summary Bill by text message – Information of your outstanding balance and the bill payment date is sent via a text message to your mobile on the date your bill is ready

- Paper Bill – A Paper Bill provides your billing information in a paper format. It can be sent to your postal address that you register with T-Mobile. If you have joined us anytime from 1st July’09 onwards, the summary paper bill will be charged at £1 and it will cost an additional 50p per telephone number for itemisation on top of £1.

Your Online Bill on My T-Mobile has the same information as the  paper bill. However it is presented slightly differently.

If your mobile billing date is inconvenient because you get paid at a different time of the month, you can change it as long as:

- You've paid one bill

- You haven't already changed it in the same calendar month

- There are at least seven working days until your bill is due

To make the change, call Customer Services by dialling 150 from your mobile, or email us

Tip: Changing your billing date means changing the day your bill is produced, not when it's due. So make sure the date you change your billing date to is 14 days before the date you wish to pay your bill.

Simply text AL to 150 and we will send you a text back with your remaining allowance.

You can also check this online within My T-Mobile

Call 0870 60 60 139 and our mobile number transfer team will be happy to help.

Don't panic! Just call our online support team on 0845 412 2409 and we'll help you complete online or take your order over the phone.

Your phone will show an indicator (usually a 3G symbol) when the 3G network is available. If you move out of range of a 3G transmitter while making a voice or data call, your call should be handed over seamlessly to our GSM or GPRS network, so you shouldn't notice any interruptions.

If you're not sure what coverage you should get in a particular area, you can check our Coverage checker

No problem, we can assist you with that. Simply follow the forgotten username or password process and we'll get you back online in no time.

Alternatively, watch the video below for a demonstration of resetting your My T-Mobile password

Your Porting Authorisation Code is a passport to transfer your number from your current mobile operator. It gives you permission to leave them and allows us to transfer your number to T-Mobile. Once your PAC is issued it's only valid for 30 days.

You don't necessarily need a new phone when you transfer your number to us. If your phone was issued from another network provider you may need to ask them for a Subsidy PIN which will unlock your mobile phone for use on other networks.

My T-Mobile offers you a safe and secure environment to manage many aspects of your account online. Anything from:

- changing your price plan,
- paying your bill, viewing your bill
- setting up Direct Debit,
- topping up your credit,
- upgrading your phone,
- adding additional services and bundles to your account,
- web text,
- ability to keep track of your usage and allowances when you need to.

Voicemail is offered as standard to all customers. However, you can cancel any diverts set so that calls won't go to voicemail. Check your phone's user guide or online manual to see how.

If you're roaming and travel to a country within the EU, people can leave you a voicemail and it won’t cost you a penny. You’ll just pay for a call to the UK if you listen to your messages before coming home.

If you travel to a country outside the EU, you'll be charged if someone leaves you a voicemail. You’ll also pay for a call to the UK if you listen to your messages before coming home. If you don’t want to use voicemail while you're abroad, you can switch it off (and back on) from your handset. 

See more about voicemail.

Mobile phone orders placed before 5pm will usually be delivered in two working days.

Orders for pay as you go SIM cards will be delivered by second-class mail.

Note: For orders that are processed before 5pm on a Thursday, we may attempt a delivery on Saturday, but this cannot be guaranteed.

My T-Mobile is your very own safe and secure online system that enables you to manage and control many aspects of your T-Mobile account 24/7. Whether it's upgrading your phone, changing your price plan, paying your bill, topping up your credit, taking advantage or our additional services and bundles, or simply keeping track of your usage and remaining allowances. These are just some of the things My T-Mobile offers you, so to find out more, click here >

We classify sites containing unmoderated, user-generated content as unsuitable for under 18s 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

Yes. We can do the transfer within 1 working day and give you a temporary number to use in the meantime. Simply buy your new T-Mobile phone and ask your current network for a PAC code (Porting Authorisation Code). Then call us on 08454 123 123. Find out more about Transferring your number

If no one is available to accept delivery at the specified address the package will be returned to your local Royal Mail sorting office depot. A card will be left with details to organise redelivery of your order, or how you can collect it.

We've developed a system called Content Lock to help prevent under 18s from accessing unmoderated and 18-rated material.

It's one of the industry's most advanced filtering tools and we sell all our mobile phones, USB modems and data cards with Content Lock already applied, free of charge.

If you're over 18 and you want access to the whole internet, you can remove Content Lock.

Yes, you can use another UK or international network's SIM card, but first you'll need a subsidy PIN to unlock your T-Mobile phone so that other SIMs will work in it. If you don't have a subsidy PIN then SIM cards from other networks won't work in your phone.

To get a subsidy PIN, or if you already have one but have entered it incorrectly, please call us on 0845 412 5000.

Your first bill covers your monthly rental charge for the coming month. Any calls, texts and data usage made before you receive your first bill will appear on your next one.

Your first bill will be printed within 4 days of activating your account with T-Mobile. If you add a new number to an existing account, your bill will be printed on the same day as the existing number.

If you've recently joined T-Mobile or have changed your price plan, your allowance and bill will be calculated on a pro-rata basis for the first month.

The first monthly bill and allowance will be pro-rated to the date of your next monthly bill. After that, your full allowance and charge will be applied on each monthly bill.

For example, if you join us in the middle of the month with a billing date of the first of the month, you have two weeks allowance to use before your first bill. Then, your full allowance will be available once your billing date has been reached.

If you want to check your current allowance or your billing date, login to My T-Mobile

Your first bill will be printed within four days of you opening your account with T-Mobile. If you add a new number to an existing account, your bill will be printed on the same day as the bill for the existing number. You’ll always get this first bill on paper for free, even if you’ve chosen free online billing.
 

Here's how you can opt in to get rewards every 90 days:

• Send 'Yes' to 3456
• Log in to My T-Mobile
• Go in to your nearest Retail Store

Whether you're after a memory card, Bluetooth headset or a replacement battery, you'll find them all at our online accessory shop

When you first sign up for My T-Mobile, we may send a one-time activation PIN to your mobile to make sure that you've entered the correct phone number.

You'll need this activation PIN the first time you log in to My T-Mobile too.

Yes you can. We have a coming soon section that shows a selection of upcoming mobile phones.

It's not possible to show all upcoming phones, so keep your eye on the shop too.

You'll get free delivery as standard on all online orders and providing your order is received by 5pm we'll try our best to deliver it within two working days.

Depending on stock levels some things make take a little longer, but we'll let you know by email if this happens.

Note: Orders which are processed before 5pm on a Thursday, Royal Mail may attempt a delivery on Saturday but this cannot be guaranteed.

Accessory Shop                         Manage your account online                         FREE Pay As You Go SIM

• Type of building - our coverage checker assumes you're in a normal building, but things like thick stone walls or modern insulation can affect the indoor signal strength.
• Where you are in the building - The less the signal has to get through the better the experience will be, so the closer you sit to the window the better.
   

Problems with your phone can often be easily resolved. Here's a quick checklist:

• Has your compatible battery been fully charged and fitted correctly? See more on battery problems
• Is your SIM card fitted correctly?
• Is your phone blocked? To unblock your phone you need to know your PUK. See more on how to unblock your phone. Alternatively you can obtain your PUK online. Log in to My T-Mobile and go to Manage My Account > Mobile Phone summary
• Does your phone's display show T-Mobile when you're making a call? If not, it could be to do with coverage
• Are the volume controls on your phone set correctly?
• Is the microphone on your phone covered by a case?
• Is your ringer volume set loud enough?
• Are any call diversions set?

If none of the above apply and the problem still occurs, check your coverage.
 

We have online versions of most phone manuals. Check yours out for information on how to use all your phone features.

Just follow our handy tips to increase your battery life. Or ask our forum community for their suggestions.

If you joined T-Mobile or moved onto a new price plan on or after 1 February 2010 a Flexible Booster is part of your package.

Flexible Boosters are what you need to build the perfect package to suit your needs. More texts, more minutes, internet on your phone or roaming - it's up to you.

If things change for you, you can change your flexible booster every 30 days if you like

You always have one Flexible Booster in your package. If you want to swap the one you've got, check our list of boosters to get the name of the one you want and text it to 879. Your new Flexible Booster will take effect from your next bill.

It's really easy to add one - just buy it in our online shop. Follow these simple steps:

1. Choose your pay monthly phone and price plan from T-Mobile's online shop and add it to your basket
2. At step 2 of the secure checkout, tick to confirm that you already have a T-Mobile pay monthly account and enter your mobile number
3. Complete the rest of the checkout process
4. You're done!

We will confirm your order by email. Your additional line will be added to your existing T-Mobile account - which will include the monthly charge for your new line as well.

Get an additional line now

If you'd like to port or purchase a new connection to enjoy the benefits of the Family Booster, here's how:

- Locate our nearest store online

- Visit our online shop