Simple Solutions
Some of our most common phone related issues have been put here. You can resolve problem as quickly as possible.
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 you purchased your phone online or via telesales, and have referred to our Phone Support area and are still dissatisfied with your phone or it is faulty, you can return it to us for a refund - provided you do it within 7 days of purchase. Just send us an email distribution.helpdesk@t-mobile.co.uk and we will contact you as quickly as possible.
If you purchased your phone in one of our shops, under the StreetCheck Network Guarantee you have 14 days to return it to us if you are unhappy with coverage.
