Our Phone Shops are now open with careful social distancing measures in place to help keep us all safe. If your personal circumstances allow, we’ll be very happy to see you in store.
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.
| 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 |
You can add a one-off minutes bundle:
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You can video call with your loved ones if you can’t be with them in person at the moment.
Watch how to set up WhatsApp on any smartphone
You can check if you’re eligible to upgrade by
| 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’ Need help understanding your bill? Take a look at our interactive guide to see what each part of your bill means. |
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.
| 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.
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| Changing or adding a safety buffer
You can view, change or add a safety buffer:
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Calling 4488, free and selecting ‘Change/remove Safety Buffer’
| 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. |
| If you’ve just joined on No-contract SIM or Triple Credit, your first top-up needs to be online.
Troubleshooting tips
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| 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. |
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.
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
Get detailed help in our easy step-by-step device guides
To troubleshoot problems with your phone, your SIM or with the network, see if any of the solutions here can help.
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.
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
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.
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.