We’re sorry, now that we have fewer colleagues available, call wait times are much longer. So we can help our most vulnerable customers, please check our coronavirus page for info and help.

Most common FAQs

Our Phone Shops are temporarily closed following the UK Government announcement on Monday 23 March.

We’re really sorry that both our phone and social media wait times are longer than usual. To avoid waiting, and so our colleagues can help our most vulnerable customers first, please see if the answer to your query is in the FAQs on this page. There are also lots of things you can do in My Account and in our app.

Our online shop is still open, with delivery services running as normal. Please note our courier, DPD, is not requiring customers to sign their handheld units, and instead the driver will sign on the customer’s behalf.

Changes we’ve made to help you during this challenging time

Pay monthly

Data and minutes

Getting more data
You can add a one-off data bundle or change your monthly data allowance:

·       In the Tesco Mobile App

·       In My Account

·       By calling 4488 and selecting the ‘Manage your data’ option

Getting more minutes
You can add a one-off minutes bundle:

·       In My Account

·       By calling 4488 and selecting ‘Add minutes bundle’ option

Upgrading info

You can check if you’re eligible to upgrade by logging into our Upgrade shop using your My Account login details. Here you’ll see when your contract ends and all your upgrade options.

Tips on using less data

Your bill

Viewing and paying your bill
You can view your bill by:

·    Logging into the Tesco Mobile app

·    Logging into My Account and clicking ‘View bills & payments’

You can check your usage by:

·      Logging into the Tesco Mobile app

·      Calling 4488 to hear what you’ve used this month

·      Logging into My Account and clicking ‘View this month’s usage’

You can make a payment by:

·       Calling 4488 and selecting ‘Make a payment’ option

·       Logging into My Account and clicking ‘Make a one-off payment’

Worried about paying your bill?

If you’re worried about anything to do with your account or you need to talk to us, you can call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from another phone.

Staying in control of extra charges

Understanding extra charges
These are charges for things that aren’t in your allowance, such as calling or texting non-UK numbers, premium rate numbers, 08 numbers or using your phone abroad.

These extra charges will appear on your next bill along with your monthly tariff.

Log in to the Tesco Mobile app or My Account to see your bill and any extra charges

Here are our pay monthly charges

Changing or adding a safety buffer
Changing or adding a safety buffer

You can view, change or add a safety buffer:

Calling 4488, free and selecting ‘Change/remove Safety Buffer’

Pay as you go

Adding a Rocket Pack and topping-up

Ways to top-up
The easiest ways are to top-up online or in our pay as you go app.

The easiest way to top-up someone else’s phone for them is online by selecting the ‘New user’ button and following the instructions.

In our app you can also redeem top-up vouchers that you’ve bought in store.

Call 4444 free from your Tesco Mobile phone or call 0345 940 0000 from a landline to top-up using a card or top-up voucher.

First-time top-ups
If you’ve just joined on No-contract SIM or Triple Credit, your first top-up needs to be online.

Troubleshooting tips

  • If you’ve changed address since you last used your card you’ll need to enter the full card details again to update your address
  • Also make sure you enter the full card number

 

Adding a Rocket Pack
You can top-up online, in the Tesco Mobile app or by calling 282.

You can add a Rocket Pack:

·       In My Account

·       By calling 282

It can take up to 4 hours for your Rocket Pack to be ready for you to use.

 

 

Your balance

Checking your balance
To check your balance and credit:

·       Call 282 free from your Tesco Mobile phone

·       Text the word BALANCE for free to 2112

·       Dial 4444 to hear your balance

Dial *#10# to see your balance on screen

 

Managing your credit

Pay as you go charges
Need more data, minutes or texts?

You can change or add a data bundle in the Tesco Mobile app, and can change or add a data, minutes or texts bundle in My Account or by calling 282.

General help

Unlocking your phone

To unlock a mobile from another network, please contact that network directly.

To unlock a Tesco Mobile phone, please complete our online unlocking form.

It costs £10 to unlock a pay as you go phone less than 12 months old. All other unlocks are free.

Find out more about unlocking your phone

How to do things on your phone

Get detailed help in our easy step-by-step device guides

Troubleshooting problems

To troubleshoot problems with your phone, your SIM or with the network, see if any of the solutions here can help.

Bringing your number to Tesco Mobile

Once you’ve given us your PAC or STAC code from your existing network, we’ll complete your switch to Tesco Mobile within one working day, if you give your PAC or STAC code to us before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays. The most time you’ll have to wait is 5 days. This is the same for all mobile networks.

Find out more about switching to Tesco Mobile

Leaving Tesco Mobile

To switch to a different network and take your number simply text ‘PAC’ to 65075 for free from your Tesco Mobile phone.

To switch to a different network and get a new number, text ‘STAC’ to 75075 for free from your Tesco Mobile phone.

Find out more about leaving Tesco Mobile

SIM swap

If you need to swap your number onto a new SIM card, you need to do a SIM swap.

If your phone has been lost/stolen, please contact us on 0345 301 4455 as soon as possible.

Network status checker

We share O2’s network, and you can check their live network status in your area. If you are having a network issue, you can raise it via the checker tool. The status checker is updated hourly, 24/7.