Help & support

What are the benefits of registering as a business customer?

Join T-Mobile as a business customer and you get all these great extras:

• Voicemail Extra (our enhanced voicemail service that can store 30 messages - up to three minutes long - for a maximum of 21 days)
• Free voicemail retrieval in the UK
• International Option - cuts the cost of overseas calls
• Dedicated Business Customer Services
• Next working day replacement service on handsets/devices within warranty, subject to being reported before 7pm
• Itemised billing at no extra charge

Do business customers get different price plans than personal customers?

Yes, we offer a range of plans to suit all sizes of business. Please call us on 0845 4122 200 to discuss your requirements.

Can I analyse my business's mobile usage online?

Yes. For customers with 10 or more connections we have Bill Analyser that offers fast access to management information enabling you to interrogate and manage costs at account level.

How do I know that I am getting the best value for money?

Customer Services are always happy to review your account to ensure you are receiving the best options for your business's needs.

If I lose my phone will I get a new one free of charge?

The options available depend upon your contract. Please speak to your business's main contact or account holder who can then contact Customer Services.

I think my phone is broken. What should I do?

We have loads of handy hints, tips and simple diagnostics in our Phone Support section. If this doesn't help, please call Customer Services.

Do I get charged for diverting my calls to another number?

Calls diverted to a UK number other than voicemail are charged at the appropriate rate for calling that number, as per your price plan, and are not included in any free time.

Are calls to 08 prefixed numbers included in my allowance?

All numbers starting with 08 are chargeable as they are classed as local toll rate or national toll rate numbers.

How do I check network coverage for my business?

Our network covers 99% of the UK population. For you to know exactly how our network works for your business, we've launched StreetCheck™

How do I set up voicemail?

Voicemail is set up and ready to use on all T-Mobile phones. See more

How do I use my phone while abroad?

You can use your T-Mobile phone across most of the world by connecting to a network in the country you're visiting. We have agreements with hundreds of foreign networks to allow you to do this. For a full list of countries, networks and charges, see Going abroad

How can I allow a colleague to make changes to our account?

To allow a colleague to make changes on your account, simply set up a password with us. To set up a password simply call our Business Customer Services team.

How do I take over the ownership of my company mobile?

Please contact your business's main contact or account holder who will advise you if this is possible. They can request this on your behalf by contacting Customer Services.

Can I add a new chargeable service to my mobile number?

Please contact your business's main contact or account holder who can request this on your behalf by contacting Customer Services.

How do I arrange a car kit for my phone?

Please contact your business's main contact or account holder who can request this on your behalf by contacting Customer Services.

When can I change my price plan?

The options available depend upon your contract. Please speak to your business's account holder or main contact who can discuss this with our Customer Services.

Where can I use the T-Mobile 3G service?

You can check where you can use our 3G services via StreetCheck, simply enter the postcode where you, live, work and play and we'll show you maps of our outdoor coverage. See more

Why is the message 'no network' showing on my phone?

This could mean your phone has temporarily lost network signal and in most cases switching your phone off and back on will resolve this. It could also mean you are in an area with limited or no coverage. You can check out our UK coverage using our Street Check tool.

You can also manually scan for a network on your phone, please refer to your Phone Manual for information on how to do this.

How fast is 3G?

3G offers speeds up to 384Kbps. In comparison GPRS is 56-114Kbps and a typical landline dial-up modem is 56Kbps. HSDPA (3.5G) offers speeds of up to 7.2Mbps with typical speeds between 1 - 2Mbps.

The practical speed is affected by location and the number of users in a single cell.

Why can't I make calls from my mobile?

Generally, the nearer to a transmitter you are, the better the signal. However, coverage can be affected by a number of factors such as surrounding buildings, terrain, network faults or even the weather. This can sometimes be resolved by switching your phone off and back on.

Will the coverage in my area be improving?

Our network has doubled in size since 2000 and, with over 1800 new transmitters added last year alone, performance is at its highest rate ever. However, as it reaches maturity, factors such as geography and planning permission make it increasingly difficult to fill in the few areas left uncovered. To see where we provide coverage in then UK, use our postcode checker StreetCheck

What's the telephone number for information on switching to T-Mobile?

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

How can I check if I have 3G coverage?

We recommend you use StreetCheck which shows whether or not there is 3G coverage in any UK town or postcode.

I'm going abroad, how can I check coverage?

Our roaming and international pages will be able to give you all the information you need about using your phone abroad. See more on coverage when abroad

Will I need a new phone or SIM to use 3G services?

Yes. You will need a compatible phone or device to connect via our 3G network. However, you can use your existing SIM card in a 3G phone. Some 3G services may depend on the capabilities of the phone.

What is 3G?

3G is the third generation of mobile networks, following GSM (2G) and GPRS (2.5G). Its full name is UMTS (Universal Mobile Telecommunications System).

When connecting to data services using your phone, laptop, smartphone or other device, 3G offers higher data transfer speeds than 2G and 2.5G.

Can I use 3G abroad?

Not all countries and their networks support 3G, however you can check the country you are planning to visit within our Going Abroad section.

Why is the message 'network busy' showing on my phone?

This can happen when there are a lot of users on the network, like at a music festival, so unfortunately this is sometimes unavoidable. The best thing to do is just redial.

How do I know if I'm in 3G coverage?

Your phone will have an indicator (usually a 3G symbol) to show 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.

You can check out 3G coverage here

What networks can I use within the UK?

You can only use your 'home' network. T-Mobile UK.

What networks can I use when I'm abroad

You will still be able to use any of our partner networks, but you will only receive seamless services through an Alliance network. See more

How can I check coverage in my area?

To see where we provide coverage in the UK, use StreetCheck our postcode checker.

I haven't left the U.K. so why have I been charged for roaming?

If you are near the border or coast line it is possible to pick up a network that is not based in the U.K. e.g. if you are in Northern Ireland and close to the border of The Republic of Ireland it is possible that you will log onto a Republic of Ireland network. Also in Dover you can log on to a French network and in Liverpool/Anglesey you can log onto the network in The Isle of Man.

How can I check how much I will be charged for using my phone abroad.

You can check individual country charges by simply texting the letters RO to 150 followed by a space and the name of the country

An example of how this will look is: RO Italy

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.

I have a problem with my laptop, will T-Mobile help me?

Yes, if you purchased the Asus EeePC 904HD or HP 6735s laptop as part of your Mobile Broadband package via T-Mobile online or from one of our retail stores; then T-Mobile will provide technical support.

You may also wish to visit HP or ASUS online support.

What speeds can I expect when using Mobile Broadband?

The speeds that you experience depend on what type of connection you have to our network. Use the following as a rough guide to what you could expect:

HSDPA
Downloads of up to 4.5 Mbps (typical speeds of between 1.0 and 2.0 Mbps should be expected)
Uploads of up to 1.7 Mbps (typical speeds between 384 and 700 Kbps should be expected)

3G
Downloads of up to 384 Kbps
Uploads of up to 64 Kbps

GPRS
Downloads of up to 56 Kbps
Uploads of up to 25 Kbps

What does it cost to use Mobile Broadband when I'm abroad?

It costs £1.50 per MB to use Mobile Broadband within EU Countries or £7.50 per MB in the rest of the world.

When you're using Mobile Broadband abroad, all usage is chargeable.

Can I use Mobile Broadband on more than one PC or laptop?

Yes. You can simply plug your USB stick into any compatible PC/laptop and follow the prompts to install the software.

Where can I use my USB Stick?

Anywhere you can receive a network signal!

You'll get the fatest speeds in a 3G or HSDPA coverage area, however you can also use the USB stick in an area with 2G coverage. Have a look at our Mobile Broadband Checker for 3G and HSDPA coverage information.

The USB stick is Triband and can be used with all of our roaming partners.

Where can I purchase a Mobile Broadband USB Stick?

You can purchase the USB Stick at one of our retail stores or via the web at www.t-mobile.co.uk

Is sending and receiving Faxes possible using Mobile Broadband?

It is not possible to send or receive faxes using these devices:

• Mobile Broadband USB Stick 110
• Mobile Broadband USB Stick 120
• Mobile Broadband USB Stick 530
• Mobile Broadband USB Stick 150
• Mobile Broadband Share Dock 100
• web'n'walk data card
• web'n'walk Compact II card
• web'n'walk ExpressCard III
• web'n'walk USB
• web'n'walk Stick

Does T-Mobile block unauthenticated SMTP to prevent spam email?

Background
We have identified that unsolicited spam email is originating from our mobile network. This generally takes the form of unauthenticated Simple Mail Transfer Protocol (SMTP). There are a few possible reasons for this:

• A customer's computer has been infected with a virus or 'bot' which sends lots of spam email over our Network when a customer uses their mobile device to connect to the Internet. Normally the customer will not be aware that this is happening.
• Real 'Spammers' are using mobile devices connected to our network to send huge volumes of unsolicited spam email

Some of T-Mobile's IP addresses have been blacklisted by various Spam prevention organisations. The result is that on occasion, genuine customers are unable to have their emails delivered to the recipient.

In order to safeguard the majority of our customers email services, and reduce spamming generally, T-Mobile are making a small but significant change to our network to help prevent the propagation of spam email.

The change
From 1st May 2010 we will be blocking unauthenticated SMTP sessions on our network for mobile broadband and handset data users.

The vast majority of customers will not be affected by this. Customers accessing email accounts via Webmail (eg. Hotmail, Gmail) will be completely unaffected.

Note this does not involve any change to your Terms and Conditions.

Advice for affected customers
A minority of customers with a genuine need for unauthenticated SMTP mail may find their Email service is affected.

Some email providers do not allow emails to be sent unless you are connected directly to their network, e.g. through their broadband service.

Some email providers allow this, but require use of authenticated SMTP if you are connecting from T-Mobile's network to send emails - please contact your email provider for more details.

If they do not offer this service then please use the T-Mobile SMTP outgoing server address: smtp.t-email.co.uk

For POP3/IMAP Server information that is not listed, please try to locate the details via your Email providers web site. POP3/IMAP details may be available on the Email Service Providers web site under help sections, FAQs pages etc.