How do I update my phone's software?

Keeping your phone's software up to date optimises its performance. Check out our phone support area where you can access software downloads, phone settings, interactive manuals, and much more.

What is Hati Hati?

Hati Hati is the name of some unofficial software that can act like a computer virus on your mobile phone. It's usually downloaded by customers looking for free virus protection for their phone online, but the software isn't secure and once it gets onto your mobile, it can make the phone send large numbers of text messages to some specific phone numbers, without the owner knowing about it.

If you've got a phone which runs the Symbiam S60 2nd edition (you can check your phone manual to find this out), you should remove the Hati Hati application or file from your phone.

We've noticed that some of our customers phones have recently been infected with this virus. Based on our standard phone contracts, it's your responsibility to protect your phone against viruses and unofficial software that may damage your mobile. For this reason, you're also responsible for any charges that appear on your account as a result of this software. To protect customers that may already have this virus on their phone and to stop additional charges being built up, we have blocked the specific numbers to which the automatic text messages are being sent.

For detailed information on how to remove the HatiHati.A malware, please visit the F-Secure website.

You can also help to protect your mobile from harmful software and applications by being careful when accepting and installing applications that you receive by Bluetooth, when opening picture message attachments or transferring files between your phone and computer using a memory card.

How do I add an email account on my BlackBerry®?

To do this on your handset click on the Menu then Setup Wizard and follow the onscreen prompts. 

To do this online go to www.instantemail.t-mobile.co.uk and click on "Email Accounts" then follow the setup wizard to add your email accounts.

How do I fix the "init failed" error?

The init failed error can be resolved by uninstalling and reinstalling the web'n'walk manager software. A step by step guide to uninstall and reinstall web'n'walk manager can be found on our Mobile Broadband Support site >

When I try to connect my Mobile Broadband Stick, I get the error "connection terminated" - how do I fix this?

This can happen when Windows isn't running all the services needed to connect to the Internet

To check this, click on the Start Button > Control Panel > Administrative Tools > Services

Then select the 'Standard' tab and locate the following services; 
 
-Telephony
-Network Connections
-Remote Access Connection Manager
-Remote Access Auto Connection Manager

For each of these in turn, right-click and select Properties. Then on the General tab, next to Start Up type, select Automatic followed by Apply then OK. Then reboot the PC/Laptop and try connecting again.

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.

Can I get Mobile Broadband in my area?

We have created an easy to use web page to let you check your Mobile Broadband coverage online.

What is a PUK code?

A PUK (Personal Unblocking Key) is an 8 digit code that is needed to unlock your handset or USB stick, if you entered your SIM card PIN wrong 3 times in a row.

We have created a simple guide on how you can get your PUK code here > 

If you enter the wrong PUK code 10 times you will permanently block your SIM card and we will need to send you a new one.

Will T-Mobile be releasing any other Android® handsets?

Yes.

As part of our commitment to bringing you the latest handsets, we will be releasing a new Android device called the T-Mobile G2 Touch in the second half of 2009.

Does T-Mobile have a website for business customers?

Yes we do, we have setup a dedicated website for business customers where you can manage your account online, purchase new handsets and much, much more.

What phone can I upgrade to?

If you're eligible for an upgrade you can choose any of the phones available in our range >

Can I use my data card/USB stick abroad?

In most countries, yes.  

Check out our using the internet abroad page for more information.

What if I don't have a photo of one of my favourites on My Faves?

No problem. All MyFaves phones come with a library of icons you can choose from instead.

What phones are available in your range?

We have a wide range of phones, from all the leading manufacturers. Once you have decided how you wish to pay for your T-Mobile service, you will see descriptions and costs of the phones available. See more on our phone range >

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)

Why can't I top up more than £30 using my mobile or in My T-Mobile?

You've given us your address at some stage - this may have been over the phone when you purchased your mobile or when you signed up for My T-Mobile.

When you top up with a credit or debit card, we check that the address you gave us matches the card billing address. If these don't match, the maximum you'll be able to top up over the phone or online in a 30 day period is £30.

If you want to top up more, simply register a card with a billing address that matches the address in our records. You can check you address details in My T-Mobile to make sure they're all correct.

What is Hati Hati?

Hati Hati is the name of some unofficial software that can act like a computer virus on your mobile phone. It's usually downloaded by customers looking for free virus protection for their phone online, but the software isn't secure and once it gets onto your mobile, it can make the phone send large numbers of text messages to some specific phone numbers, without the owner knowing about it.

If you've got a phone which runs the Symbiam S60 2nd edition (you can check your phone manual to find this out), you should remove the Hati Hati application or file from your phone.

We've noticed that some of our customers phones have recently been infected with this virus. Based on our standard phone contracts, it's your responsibility to protect your phone against viruses and unofficial software that may damage your mobile. For this reason, you're also responsible for any charges that appear on your account as a result of this software. To protect customers that may already have this virus on their phone and to stop additional charges being built up, we have blocked the specific numbers to which the automatic text messages are being sent.

For detailed information on how to remove the HatiHati.A malware, please visit the F-Secure website.

You can also help to protect your mobile from harmful software and applications by being careful when accepting and installing applications that you receive by Bluetooth, when opening picture message attachments or transferring files between your phone and computer using a memory card.

Why has my Hotmail email stopped working on my BlackBerry®?

As a security precaution Hotmail/MSN/Live require you to validate your password every 90 days.

You can do this yourself online. Simply logon to www.instantemail.t-mobile.co.uk and click on "Email Accounts" then click on the envelope with the red icon. You will then be asked to enter your password. Once you have entered your password and confirmation appears on the screen your BlackBerry will start receiving emails from your Hotmail/Live/MSN account.

How do I add an email account on my BlackBerry®?

To do this on your handset click on the Menu then Setup Wizard and follow the onscreen prompts. 

To do this online go to www.instantemail.t-mobile.co.uk and click on "Email Accounts" then follow the setup wizard to add your email accounts.

Is BlackBerry® available to pay as you go customers?

Yes, BlackBerry is available to pay as you go customers. 

What is a PUK code?

A PUK (Personal Unblocking Key) is an 8 digit code that is needed to unlock your handset or USB stick, if you entered your SIM card PIN wrong 3 times in a row.

We have created a simple guide on how you can get your PUK code here > 

If you enter the wrong PUK code 10 times you will permanently block your SIM card and we will need to send you a new one.

Does the T-Mobile G1 come with a memory card?

Yes,  the T-Mobile G1 comes with a 2GB micro SD memory card.

Can I use my phone as a modem?

If you are a pay monthly customer with a compatible handset then you should be able to use your phone as a modem. Find out more

Why are call logs, text messages and emails disappearing from my BlackBerry® handheld?

This can be caused by having too little free memory on your handheld. 

Have a look at the complete list of causes and resolutions for help resolving this problem.

How can I find my IMEI number?

An IMEI number is a 15 digit identification number unique to your phone. You can get your IMEI number by dialing *#06# from your phone or by removing the battery and checking the printed label.

Can I use my Sidekick while traveling abroad?

Yes, roaming is charged at £1.50 per MB on any network within the EU and £7.50 in all other countries.

To enable/disable data roaming simply do the following:

From the Jump Screen select Menu then scroll down to Controls.

Then look for the Wireless option and using the scroll wheel, check the “Allow GPRS Data Roaming” box.

Can I call several people at the same time?

Yes. Group call allows you to chat with up to 20 friends at the same time and on the same call.

Discover more about Group call

Where can I buy accessories for my phone?

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

What is a Widget?

A Widget is a small application on your phone that provides specific information to you and can be functional or fun.  A Widget connects to the internet to update its information. (i.e. The Accuweather Widget will update twice a day with the latest local weather).

Widgets are free to use however since they connect to the internet to update you will need to have internet on your phone or else standard internet charges will apply.

If you are still unsure about widgets we have created a video demonstration so that you can see how they work on your phone.

How often do widgets update?

Widgets will update at different intervals throughout the day. We have examples of update intervals below but bear in mind that not all widgets have been listed.

Accuweather - Twice a day

Amazon - Once a day

BBC News - Once every hour

Facebook - Once every hour

Live Cricket - Once every hour

Twitter - Once every hour

Yahoo! Mail - Once every hour

YouTube - Twice a day