Mobile Broadband Support

Problems connecting? Need to update some software? Getting a strange error message? We've collected answers, trouble shooting directions and downloads in one handy site so you can get back online as quickly as possible.

Check our UK mobile broadband coverage here

Test your current mobile broadband speed here


Additional devices not shown below can be found in the left hand menu

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)

Will I be able to view videos over Mobile Broadband?

You can if you're using Mobile Broadband Plus or Extra, but not if you've got the regular version where you pay an extra £7.50 per month on top of your mobile price plan.

If you'd like to change your plan so you can view videos, you can change your price plan online. Simply logon to My T-Mobile. You can get Web'n'walk Plus for £12.50 per month on top of your standard plan.

Can I use my data card/USB stick abroad?

In most countries, yes.  

Check out our using the internet abroad 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 are the different Fair Use Policy limits for Mobile Broadband?

We have various Fair Use Policies depending on your Mobile Broadband price plan

- Mobile Broadband Lite
1GB per calendar month

- Mobile Broadband Plus 
3GB per calendar month

- Mobile Broadband Extra 
5GB per calendar month

- Mobile Broadband Max 
10GB per calendar month.

T-Mobile is still the only operator not to charge expensive run-on rates for breaching your Fair Use Policy, so you will never be charged more than you expected. Click on the legal stuff you need to know to find out more.