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iPhone Help

Frequently Asked Questions

How can I top-up my iPhone?
I’m on the Pay monthly iPhone tariff how does flexible & Unlimited credit work?
I have an iPhone on the Pay as you go tariff how does my free credit work?
Why does my iPhone show O2 on the display rather than Tesco Mobile?
How many iPhone’s can I purchase?
Can I 'unlock' the iPhone and use it with another network?
How do I find out my remaining balance with my iPhone?
Will my existing SIM work in my iPhone?
What should I do if I lose my iPhone or it’s stolen?
What types of email attachments can I view on my iPhone?
Can I control internet usage if I get an iPhone for my child?
Does iPhone work out of the box?
Does my iPhone have a warranty?
Is Visual Voicemail available on my Tesco Mobile iPhone?

Is it possible to use Conference Calling on my Tesco Mobile iPhone?

Can I use Call Forwarding and Call Waiting on my Tesco Mobile iPhone?
Questions about the Apple iPhone 4 conference?

How can I top-up my iPhone?

There are many ways to top-up your Tesco Mobile:
• Online with a regular or auto top-up - click here to top-up online.
• E top-up card - click here to find the nearest E top-up location near you.
• Over the phone by calling 4444 from your Tesco Mobile phone.
• Cash machine
• Top-up vouchers
• E-Voucher

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I’m on the Pay monthly iPhone tariff how does flexible & Unlimited credit work?

Your monthly credit is completely flexible-so you can spend it on any mix of calls or texts. This means if you dont make many calls one month, you'll have more credit available for other things curing that month-like texts and picture messaging-it's up to you.

You can use your credit on:

  • Calls and texts to

- UK mobiles
- UK landlines starting 01, 02, 03
- Your 5 favourite numbers starting 01, 02, 03


  • Voicemail
  • Sending picture messages in the UK
  • UK Mobile internet browsing
  • Calls to Tesco Customer Care

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I have an iPhone on the Pay as you go tariff how does my free credit work?

You'll get your free credit within 48 hours

when you top-up you'll get your free credit within 48hours, and we'll text you to let you know when it's ready.

Your free credit lasts for one month

So, for example, if you get your first free credit on 5th January, you've got until midnight on 4th February to use it. We'll send you a text to remind you when it expires. You receive your free credit only once each month. Text BALANCE to 2112 for your free credit balance, or text DATE to 28746 (or call 28746) for your monthly anniversary date.

Your free credit automatically gets used first

The top-up which you paid for is only used once your free credit has run out or expires. Remember, this normal top-up never expires.

It's your total top-up that counts

After your first top-up, we’ll work out how much free credit you’ll get next month by counting the TOTAL amount of top-up this month – up to a maximum of £20. So, for example,
two £10 top-ups count the same as one £20 top-up.

Some things to remember

You can get free credit once each month, and the maximum you can get in any month is £40. There are also a few things you can't use your free credit for, so make sure you have some normal top-up for:

  • Calling or texting international numbers
  • Using your phone while you're abroad
  • 08 numbers or premium rate numbers, like those listed below (thses are often used for helplines, TV voting lines and downloads)
  • Any numbers starting with 04, 05, 06, 08, 09, 07744, 07755, 078225, 079879, 078730, 078931, 079118, 079112, 078930, 078921, 077000, 079245, 079246, 070 or 076.

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Why does my iPhone show O2 on the display rather than Tesco Mobile?

Tesco Mobile customers get the best of both worlds as we use the O2 network, so you get great coverage and also benefit from the value of Tesco Mobile tariffs. Unless you've downloaded the iOS 4 software updates, you will see the O2 network logo on your screen.

If you have a 3G, 3GS or iPhone 4 and want to update your software, just visit www.apple.com for latest software update.  Once you've download iOS 4 or later, you will see the Tesco Mobile icon on your phone.

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How many iPhone’s can I purchase?
We operate a bulk purchase policy. In the wider interests of all our customers, purchases are restricted to a maximum of two mobile phones per customer. If a customer orders more than five phones to the same address the order will not be fulfilled.

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Can I 'unlock' the iPhone and use it with another network?
If you wish to use Apple iPhone on another network we will only provide an unlatching code after 12 months or after the completion of any Pay monthly contract period.

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How do I find out my remaining balance with my iPhone?
You can check your call time balance anytime free from the UK just dial *#10# or quick dial 2#. If you receive a monthly bonus of free minutes or texts you can find out the balance of these by texting the word BALANCE to 2112 we will then text you back the total of your remaining free allocation.

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Will my existing SIM work in my iPhone?
Yes, but you’ll need a 3G SIM for the iPhone. So long as you have this your iPhone will work fine. When you receive your iPhone there will be a tool in the box which will help to insert or remove your SIM.

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What should I do if I lose my iPhone or it’s stolen?
If your phone is lost or stolen, call us straight away on 0845 301 4455
We'll block your phone so no one else can use it. And we can send you another SIM card and transfer your mobile number and credit.

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What types of email attachments can I view on my iPhone?
iPhone supports rich HTML email, so images appear inline with text. And you see email attachments like Microsoft Office documents or PDFs in their original format.

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Can I control internet usage if I get an iPhone for my child?
When it comes to web surfing on the Tesco Mobile Network over GPRS/EDGE/3G and HSDPA, Tesco Mobile offers a service called Parental Control.

With Parental Control, we can limit the web access* of a mobile phone to a small number of sites that are suitable for young people. We make sure that the providers of these sites moderate any chat rooms they have to make them as safe as possible.

Any parent can pick up an iPhone and call the automated service on 61818 and follow the prompts to restrict the device to a small, safe whitelist to child protect a phone.

*applies to Tesco Mobiles's network, NOT Wi-Fi.

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Does iPhone work out of the box?
You will be connected to your iPhone tariff when you purchase or upgrade to iPhone. You must then connect your iPhone to iTunes (downloading the latest version first). This authenticates the iPhone and Tesco Mobile SIM and then allows full use of your iPhone. If the iPhone is not connected to iTunes, it will not work. Simply follow the onscreen instructions.

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Does my iPhone have a warranty?
All iPhones come with a 1 year limited manufacturer's warranty. If your iPhone experiences technical issues within a year of purchase then it must be returned to the point of sale with a valid proof of purchase to enable repair, replacement or a refund if necessary.

If you purchased your iPhone online then you can contact our customer service team to arrange repair or alternatively visit the Apple website.

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Is Visual Voicemail available on my Tesco Mobile iPhone?

Unfortunately Visual Voicemail is not available on the Tesco Mobile network.

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Is it possible to use Conference Calling on my Tesco Mobile iPhone?

We're sorry, conference calling is not currently available on the Tesco Mobile network.

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Can I use Call Forwarding and Call Waiting on my Tesco Mobile iPhone?

We're sorry, call forwarding and call waiting are not currently available on the Tesco Mobile network.

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Questions about the Apple iPhone 4 conference?

You may have seen or heard about Apple's iPhone 4 announcement last week.

If you have any questions about returning your iPhone 4 or getting a free bumper or case, you'll need to contact Apple directly. For more information please visit www.apple.com/uk.

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