Helping you through this challenging time

Now, more than ever, we want you to feel connected and secure. Here are some little helps that we hope will make a difference.

Keeping our Phone Shops safe for colleagues and customers

469 of our Tesco Mobile Phone Shops are now open between 9am – 6pm or 10am – 7pm, so you can now get support from our colleagues in-store. The safety of our colleagues and customers is our key priority so we’ve introduced some measures to help keep everyone safe:

  • Perspex screens are fitted at till and sign up points
  • All stores will work to 2m social distancing
  • Stores will have limits on the number of customers in store at any time
  • Every store will have a colleague to greet customers who are waiting and colleague to help inside the store

Free evening & weekend calls

Since the coronavirus crisis began, lots of our customers have needed more minutes so they can keep in touch with their loved ones and others. That’s why all our customers can now make unlimited free calls from 8pm in the evening to 8am the next morning Monday to Friday and all day Saturday and Sunday until 1 June 2020.

Free data and minutes for our NHS frontline workers – Now extended until 31 July

Available now

Our frontline NHS England pay monthly customers can get a free monthly bundle of 500GB data and 5000 minutes. We know how hard you’re working and how tough it can be. This is our way to help keep you connected. Thank you for your remarkable work to help the nation.

Find out how to apply by taking a look at our FAQ’s or for more information visit the NHS free data website. If you’re eligible the NHS will let us know. Then we’ll text you when your free data and minutes are ready to use.

Free access to the information you need

You can now visit a range of helpful websites for free on your phone, without using any data, from financial support, to mental health and Government advice.

For those who need assistance abroad at this time, we’ve also made some key airline UK phone numbers free to call from anywhere in the world. Check the list

You can also call the UK 101 police non-emergency number for free.

Your tariff price won’t go up

In these challenging times, it’s more important than ever to know what you’ll be spending on your bills. So we are proud to stand by our commitment to no mid-contract prices rises again this year.

This means that we will not increase your tariff price for the whole of your contract. We have done this for our customers since 2013 and we’re pleased to continue to support you in this way.

Find out more about our Tariff Promise

Helping those in need

As well as helping our customers, we also want to help those in the community who are struggling to keep in touch at this tough time. There are an estimated 2.7 million people in the UK with no mobile or broadband connection at all.

We’re proud to support people across the UK to help the most vulnerable in our society stay connected.

Phones for kids in need

Lockdown has been extra tough for some families who don’t have internet access. Tesco Mobile has given 150 smartphones to families living in lockdown who are in need. This means that these children have been able to keep up with their school work and stay in touch with family and friends.

Free evening and weekend calls FAQs

Why isn’t Tesco Mobile giving free data?

We’ve looked very carefully at what our customers have been using and this has shown us that the majority of our customers will benefit most from the extra minutes, rather than extra data.

What about vulnerable customers?

Minutes are often easier to use than data so we think that free calls will be most helpful to our vulnerable customers. If you need any extra support, please do contact us and we will be happy to help.

Why can’t we get free minutes during the day?

To help everyone to stay connected we would like to support our customers with unlimited free evening & weekend calls. This can also help key workers who often work shifts and could benefit from minutes at the times we have set. You can still make calls at the other times, which will come out of your allowances, bundles or credit as normal.

What is included?

Calls to standard UK mobiles starting 07 and UK landlines starting 01, 02, 03 or 080 are included, and so are calls made from Home From Home destinations back to the UK. You must start the call between 8pm and 7.59am (UK time) Monday to Friday, and at any time at the weekend. If the call continues past 8am, the whole call will still be free.

What is excluded?

All other calls, including calls to premium rate numbers e.g. 084/087/09/118/05 numbers, and international numbers, will be charged at standard rates. Also calls started before 8pm Monday to Friday will be chargeable (for the whole call) and will come out of your allowance, bundles or credit as normal

What will happen after 1 June?

We’re constantly reviewing the situation in the UK and we’ll let you know how best we think we can support you as time goes on.

What do I do if I think I’ve been charged incorrectly?

If you think you have been charged incorrectly, then please use the app or log into My Account to check your bill for this period (3 April – 1 June 2020). You’ll be able to see all your charges broken down on your bill. If you’re still not sure then please contact us.

How will the free minutes show on my bill?

Any free evening & weekend calls you make between 8pm-8am Monday to Friday, and at any time at the weekend during 3 April and 1 June 2020 will be itemised on your bill but will be free of charge.

Will this show in my usage?

Any free evening & weekend calls you make between 8pm-8am Monday to Friday, and at any time at the weekend during 3 April and 1 June 2020 won’t show in your usage in My Account or our app because the calls won’t come out of your allowances, bundles or credit.

Will I need to top-up or have credit to get the free minutes on pay as you go?

No, you don’t need any credit to use the free evening & weekend calls. But you will need to top-up as normal to use your phone for texts and data and for minutes outside the hours we have said will be free.

Will I be able to get the free minutes if I’m a new customer joining Tesco Mobile?

Yes, this is available to all our new and existing customers until 1 June 2020.

Do bank holidays count as weekdays or weekends?

Bank holidays are counted as weekdays, so you will get the free unlimited minutes from 8pm in the evening until 8am the next morning on bank holidays.

We will continue to review the best ways to support our customers as the situation in the UK changes.

Find more help in our FAQs

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