Help & Advice

FAQs - Your top 5 questions

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

How can I pay my bill or top up my account?
There are several convenient ways to pay your bill or top up your account. See more
What do I do if my phone is lost or stolen?
Should it happen to you, call Customer Services immediately on 0845 412 5000 (charged at local toll rates) or if calling from abroad + 44 79539 66150 (International call rates apply) and we'll do what we can to minimise your stress Lost and Stolen>.
I think my phone is broken, what should I do?
We have loads of handy hints, tips & simple diagnostics in our Phone Support section. See more

If this doesn't help, and your phone is still in warranty, you should call Customer Services;
- 0845 412 5000 from any landline (charged at local rates) - choose option 1>2
- 150 if you are still able to use your phone - option 4>2
Alternatively, If the warranty has expired, you may be able to claim on your insurance policy. You may also want to see if you're eligible for an upgrade by logging in to My T-Mobile
How do I check my allowances, balance and unbilled calls?
If you're a pay monthly customer, check your balance, allowances and unbilled calls by calling 150 from your mobile and pressing 1. If you're a pay as you go customer, just dial 150 and you'll hear your balance and allowance straight away. To check your allowances, press 1>1.

You can also check these details through My T-Mobile
When can I upgrade my phone or renew my contract?
If you are a Pay monthly customer, you may be eligible for one of our offers when you have less than one month to run on your contract. Pay as you go customers may be eligible after nine months. Find out more about upgrading.