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Help & Advice

How can we help?

Here are some key tips and links relevant to your new plan and all our services

Acquisition

  1. Q1. 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
    • Business Satisfaction Guarantee - 30 days from purchase for new connections (seven days for upgrades/renewals)
    • Next working day replacement service on handsets/devices within warranty, subject to being reported before 7pm
    • Itemised billing at no extra charge
    • Memorable Number - select a free Gold Number (subject to availability).

  2. Q2. Do business customers get different price plans then personal customers?

    Yes, we offer a range of plans to suit all sizes of business. Please call us on 08454 412 2200 to discuss your requirements.

  3. Q3. 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.

General

  1. Q1. 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.

  2. Q2. 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.

  3. Q3. 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.

  4. Q4. 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.

  5. Q5. 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.

  6. Q6. 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™

  7. Q7. How do I set up voicemail?

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

  8. Q8. 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

Large Businesses

  1. Q1. 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.

  2. Q2. 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.

  3. Q3. 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.

  4. Q4. 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.

  5. Q5. 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.

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