T-Mobile Customer Service (Personal)
0845 412 5000
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1m 34s
Please be aware that the number we've used to provide this menu is for an Iphone5 and may vary depending on which phone you have or which package you have with T-Mobile
This service receives our lowest 1 Star rating due to the very poor customer experience created by 64 options over 6 menu levels. The phone menu options are listed below. Simply click on the options you require to see the next level menu.
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WARNING: Unless stated above, listen to each Introduction. PAUSE & WAIT for each menu to start before you PRESS AHEAD selecting the next menu option.
Phone Menu Options
Please Press
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Existing customer or in the process of joining us If you're already a customer or you're in the process of joining us |
Requires mobile Number |
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Warning - You will be given the following information before the options: Please enter your mobile number and then press # If you don't know your mobile number then just text number to 150 and we'll send it straight to you, its a free service. If you make a mistake you can press * to try again.
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Make a payment Now to make a payment |
Requires mobile Number |
25s > |
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Warning - T-Mobile advise: Thanks for using the T-Mobile payment service. To make sure you pay the right bill we need you to confirm your T-Mobile number. Please enter that now and then press #
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Upgrade, leave T-Mobile or give us your PUK code If you would like to upgrade, leave T-Mobile or give us your PUK code |
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Upgrades For upgardes |
33s > |
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Warning - You will not get through to an operator. You will be given the following information: You can see the full range of our phones and check if you are eligible for a renewal offer online at t-mobile.co.uk by signing up or logging in to "My T-Mobile". You can also check your renewal date by texting "Up" to 150 or calling 150 from your T-Mobile phone. Thanks for calling, goodbye.
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Leave T-Mobile or bring your number to using using a PAC code To leave T-Mobile or bring your number to us using a PAC code |
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Joining T-Mobile and want to give us a PAC code If you are joining T-Mobile and want to give us a PAC code |
53s > |
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Thinking of leaving T-Mobile or want to transfer your number to a different network If you are thinking of leaving T-Mobile or want to transfer your number to another network |
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Considering disconnecting your mobile phone If you are considering disconnecting your mobile phone |
58s > |
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Mobile broadband customer with a device such as a dongle, tablet or wireless pointers and are considering leaving us If you are a mobile broadband customer with a device such as a dongle, tablet or wireless pointers and are considering leaving us |
58s > |
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Go Back to Previous Menu Go Back to Previous Menu |
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Hear the Options Again Hear the Options Again |
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General information on transferring your mobile number For general information on transferring your mobile number |
53s > |
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Hear the Options Again Hear the Options Again |
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Change your price plan, account details or add a new line to your T-Mobile account To change your price plan, account details or add a new line to your T-Mobile account |
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Change price plan or account details To change price plan or account details |
33s > |
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Add a new line to your T-Mobile account To add a new line to your T-Mobile account |
33s > |
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Technical support, to get a PUK code or if your phone has been lost or stolen For technical support, to get a PUK code or if your phone has been lost or stolen |
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Help setting up your Iphone For help setting up your Iphone |
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Automated information on how to activate your Iphone, connect it to the internet and details of our fair use policy To hear automated information on how to activate your Iphone, connect it to the internet and details of our fair use policy |
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Activate your Iphone To activate your Iphone |
1m 29s > |
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Warning - You will not get through to an operator. You will be given the following information: Before you can use your Iphone you need to activate it using Itunes. All you have to do is download and install the latest version from itunes.com. Once completed, ensure your SIM is inserted and connect the Iphone to a USB port on your computer using a cable provided. Itunes will open automatically, then just follow the on screen instructions to activate your phone. For more Iphone device information press 1.
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Connect to the internet To connect to the internet |
1m 29s > |
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Warning - You will not get through to an operator. You will be given the following information: If you're having trouble accessing the internet on your Iphone, check to ensure your settings are entered correctly. All you need to do is tap settings from the home screen then select general. Tap network then select, cellular data network. In the cellular data section enter the APN as general.t-mobile.co.uk, the username should be set to user and the password set to password. For more Iphone devise information press 1.
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Fair use policy To find out more about our fair use policy |
1m 29s > |
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Warning - You will not get through to an operator. You will be given the following information: From the 1st of each month you have an allowance of 3GB, this is for all data sent and received when using your iphone for internet browsing, email and apps. We'll let you know by text when you've used 80% of your allowance and again when you've reached the limit.
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Go Back to Previous Menu Go Back to Previous Menu |
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Set up your email Set up your email |
1m 14s > |
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Warning - You will not get through to an operator. You will be given the following information: Setting up your Iphone to receive emails is easy, if your setting it up for the first time just tap the mail icon on the home screen and follow the on screen prompts. If your adding an additional email account, touch the settings icon on the home screen then select mail contacts and calendars and select add account. Again just follow the on screen prompts.
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Connect to WiFi Connect to WiFi |
1m 14s > |
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Warning - You will not get through to an operator. You will be given the following information: To set up Wi-Fi on your Iphone simply touch the settings icon on the home screen, then select Wi-Fi and change to on. When a Wi-Fi network appears select it, if you've got a password you'll need to enter it here. For home Wi-Fi you'll often find it on a sticker on your wireless router. Or if you changed it whilst setting up your router use that password.
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Speak to someone about arranging a repair or exchange or any other problems with your Iphone Or to speak to someone about arranging a repair or exchange or any other problems with your Iphone |
1m 14s > |
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Go Back to Previous Menu Go Back to Previous Menu |
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Hear the Options Again Hear the Options Again |
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Any other phone problems For any other phone problems |
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Help with picture or text messages For help with picture or text messages |
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Picture message problems If you're having problems with picture messages |
1m 15s > |
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Warning - You will be given the following information before being transferred to an operator: If you're having problems using picture messaging, you can simply text "picture" to 34963 and we'll send you free network updates to fix your problem. If you have already tried that and it didn't work please go to t-mobile.co.uk/phonemanuals and select your phone from the list for a step by step guide to fixing your settings.
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Problems sending or receiving text messages For problems sending or receiving text messages |
1m 15s > |
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Warning - You will be given the following information before being transferred to an operator: Please check that the service centre number and that the validity period stored in your phone are correct. For a step by step guide on how to do that visit t-mobile.co.uk/phonemanuals. I'm transferring you to someone on our team to help, if your not calling from your T-Mobile phone you'll need to give your T-Mobile phone number.
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Internet on your phone support Internet on your phone support |
1m 5s > |
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Warning - You will not get through to an operator. You will be given the following information: If you're having problems with using the internet on your phone, you can simply text "Internet" to 34963 and we'll send you free network updates to fix your problem. If you have already tried that and it didn't work please go to t-mobile.co.uk/phonemanuals and select your phone from the list for a step by step guide to fixing your settings.
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If your SIM is blocked and you need a PUK code If your SIM is blocked and you need a PUK code |
1m 5s > |
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Warning - You will be given the following information before being transferred to an operator: You can get your PUK code and lots of other information about your account online by signing up or logging in to "My T-mobile" at t-mobile.co.uk
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Any other phone support Or for any other phone support |
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For problems making or receiving calls For problems making or receiving calls |
1m 18s > |
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Warning - You will be given the following information before being transferred to an operator: Sometimes if you switch your phone off and on again it will fix your problem. If you have already tried that, please hold to speak to someone in our team.
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Speak to someone in our team about other phone support To speak to someone in our team about other phone support |
1m 18s > |
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Go Back to Previous Menu Go Back to Previous Menu |
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Anything else For anything else |
1m 5s > |
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Warning - By pressing * you will be given a menu which you have already gone through
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Mobile broadband support Mobile broadband support |
46s > |
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Warning - You will be given the following information before being transferred to an operator: Did you know that we've got mobile broadband support at t-mobile.co.uk/broadbandhelp with up to date frequently asked questions, diagnostics and customer forums. You can also call our dedicated mobile broadband support team on 0845 412 2993.
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Report your phone lost or stolen If you need to report your phone lost of stolen |
46s > |
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Anything else Or for anything else |
46s > |
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Warning - By pressing * you will be given a menu which you have already gone through
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Hear the Options Again Hear the Options Again |
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Hear the Options Again Hear the Options Again |
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If you'd like to become a T-Mobile customer If you'd like to become a T-Mobile customer |
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Buy a T-Mobile phone, SIM pack or USB moden To buy a T-Mobile phone, SIM pack or USB modem |
43s > |
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Register your new pay as you go phone To register your new pay as you go phone |
43s > |
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If you are joining T-Mobile and want to keep your current mobile number If you are joining T-Mobile and want to keep your current mobile number |
43s > |
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General information on T-Mobile For general information on T-Mobile |
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You're interested in a contract phone If you're interested in a contract phone |
55s > |
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You're interested in a pay as you go phone A pay as you go phone |
55s > |
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Find out about mobile broadband Or if you would like to find out about mobile broadband |
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Payments and billing, content lock and lost or stolen For payments and billing, content lock and lost or stolen |
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If you pay for your service as you use it If you pay for your service as you use it |
1m 27s > |
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If you pay a monthly bill Or if you pay a monthly bill |
1m 27s > |
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If you need help with your mobile broadband service or a laptop brought directly from us If you need help with your mobile broadband service or a laptop brought directly from us |
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Help with mobile broadband If you need help with mobile broadband service |
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If you pay for your service as you use it If you pay for your service as you use it |
1m 34s > |
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Warning - You will be given the following information before being transferred to an operator: If you're having problems connecting to the internet, remove your device like your USB modem or data card and then check the SIM card is inserted correctly. Restart your computer or device and try the service again. You can also get technical support by visiting t-mobile.co.uk. If you have already tried that, please hold to someone in our team to help.
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If you pay a monthly bill Or if you pay a monthly bill |
1m 34s > |
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Warning - You will be given the following information before being transferred to an operator: If you're having problems connecting to the internet, remove your device like your USB modem or data card and then check the SIM card is inserted correctly. Restart your computer or device and try the service again. You can also get technical support by visiting t-mobile.co.uk. If you have already tried that, please hold and I'll put you through to someone in our team to help.
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Help with a laptop brought from us For help with a laptop brought from us |
1m 27s > |
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Warning - You will be given the following information before being transferred to an operator: If you're having problems connecting to the internet, remove your device like your USB modem or data card and then check the SIM card is inserted correctly. Restart your computer or device and try the service again. You can also get technical support by visiting t-mobile.co.uk. If you have already tried that, please hold to someone in our team to help.
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A technical query on a tablet device such as an Ipad or Samsung Galaxy tab For a technical query on a tablet device such as an Ipad or Samsung Galaxy tab |
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Help activating a new Ipad If you need help activating a new Ipad |
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If you pay for your service as you use it If you pay for your service as you use it |
1m 34s > |
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If you pay a monthly bill Or if you pay a monthly bill |
1m 34s > |
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Other Ipad or tablet queries For other Ipad or tablet queries |
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If you pay for your service as you use it If you pay for your service as you use it |
1m 34s > |
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If you pay a monthly bill Or if you pay a monthly bill |
1m 34s > |
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If you want to renew your contract or are thinking of leaving T-Mobile If you want to renew your contract or are thinking of leaving T-Mobile |
1m 19s > |
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Hear the Options Again Hear the Options Again |
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Top up a pay as you go or U-Fix phone with a debit or credit card To top up a pay as you go or U Fix phone with a debit or credit card |
Requires mobile Number |
24s |
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Warning - Please enter the mobile number of the pay as you go or U-Fix phone you would like to top up and then press #
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Home broadband Or for home broadband |
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If you don't yet have home broadband and would like to sign up for it If you don't yet have home broadband and would like to sign up for it |
39s > |
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If you already have home broadband and have a query about it If you already have home broadband and have a query about it |
39s > |
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If you don't have a home broadband query Or if you don't have a home broadband query |
39s > |
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Warning - By selecting this option the main menu will repeat
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Last Updated: February 2015 Data provided by: Please Press 1 Team
We aim to ensure the information provided is as accurate as possible but companies sometimes change their menus round without informing us. This is particularly true in 2020 given the Covid-19 situation. As a result Please Press 1 accept no liability for any loss direct or consequential (including, but not limited to, time or financial cost) arising from inaccurate data. If you find any data that is not accurate, please let us know.
PleasePress1.com welcomes opinions and reviews from consumers. In line with our fair and impartial ratings policy, we actively moderate all posts submitted. Any posts suspected to be false or misleading in any way will not be published.
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