Simple Solutions

Here you'll find solutions to common phone problems to help you get your mobile back up and running as quickly as possible.

Problems with your phone can often be easily resolved.

Here is 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.

Faulty phones

If your phone is still faulty after you've tried our handy solutions here, then please call customer services on 150 from your mobile phone or 0845 412 5000 from any landline.

 

 

Is your phone's battery fully charged and fitted correctly?

Note: A new battery or one that has not been used for some time may need to be charged overnight before use.

Is your phone responding as your user manual describes when being charged?

Check your phone's manual

If possible, try another battery in your phone. If the problem still occurs, it may be due to coverage or your phone.

Charging a battery when it is still partially charged can cause Memory Effect (short battery life). Try fully discharging then fully recharging the battery three times to eliminate Memory Effect.

 

Faulty phones

If your phone is still faulty after you've tried our handy solutions here, then please call customer services on 150 from your mobile phone or 0845 412 5000 from any landline.

 

Is your phone not getting any coverage?

You can check the T-Mobile coverage in your area by using our coverage checker

If you're indoors within the coverage area, try moving to another part of the house. In general, signal strength should improve when you move higher, or closer to an outside wall.

If you're outdoors within the coverage area, very hilly areas and woods may cause reduced signal strength. Try moving to a different area.

Are you experiencing the problem while in a moving vehicle, underground or in another area?

Car users can expect reduced service, especially in tunnels, if a car kit is not fitted.

If you are in a T-Mobile coverage area and none of the above resolves the problem, check your phone and/or battery

 

Faulty phones

If your phone is still faulty after you've tried our handy solutions here, then please call customer services on 150 from your mobile phone or 0845 412 5000 from any landline.

 

There are a number of different ways your phone can become blocked. Here's what to do.

Have you entered the wrong PIN code several times?

Your SIM card will block itself and ask for your PUK code. You can find your PUK code in your SIM card wallet.

Don't have your SIM card wallet? If you've already signed up for My T-Mobile, you can easily access your PUK code online. Here's how.

Step 1) Sign up or log in to My T-Mobile

Step 2) Select Phone

Step 3) (If there's more than one mobile on your account, click on the mobile number you wish to find out the PUK for - if there's only one mobile on your account, go straight to step 4)

Step 4) Select Unblock SIM

Step 5) Click beside If your PIN code is locked

Step 6) Your PUK code will display. Enter this into your phone to unblock your SIM

Tip: If you enter the wrong PIN 10 or more times, this will LOCK your SIM card and you will need to replace it. To order a replacement SIM card call us on 0845 412 5000 (Charged at local toll rates) or if you have access to another T-Mobile phone, simply dial 150.

Not signed up for My T-Mobile yet?

Sign up for My T-Mobile now. In addition to instant PUK access, My T-Mobile offers loads of valuable information such as itemised bills and upgrade eligibility. It only takes a few minutes to sign up - we just need your basic personal details and some security information and you're done. Once you've signed up, simply follow steps one, two and three above to access your PUK.

Have you put another network's SIM card into a T-Mobile phone?

You'll need a subsidy PIN to unlock the phone. To obtain a subsidy PIN, or if you've entered an incorrect subsidy PIN, please call us on 0845 412 5000.

Was your phone previously operating on another network (not T-Mobile)? Do you want to unlock it to use with a T-Mobile SIM card?

To unlock the phone you should contact the previous network provider.

 

Faulty phones

If your phone is still faulty after you've tried our handy solutions here, then please call customer services on 150 from your mobile phone or 0845 412 5000 from any landline.

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