Switching, Topping Up & Using your Tesco Mobile
Your new Tesco Mobile phone or SIM card comes with its own number printed on the packaging, but you can keep your old number if you prefer. That way you don't need to tell friends or family your number has changed. Keeping your old mobile number is easier than you think and we’ll even give you 1000 Clubcard points * when this is done - read on to find out more.
Just Follow These Simple Steps
- Fill out a ‘Move My Number’ Authorisation form (you will have received one of these in your SIM Welcome Pack or your Phone SIM Welcome Pack that came with your new Tesco Mobile phone)
- If you have been a bill pay / contract customer with another network, you will need to attach a bill received in the last 3 months
- Email/Post it back to us – the address is already printed on the form for you and we’ll pay the postage
What we'll do
- We'll call to verify the details and move your number over
- Moving your number usually takes about 2 hours from the time we start the process. We will send you a text to let you know when the changeover is complete
- * Clubcard points will be awarded when you register your Clubcard and move your mobile number to Tesco Mobile. Applies to new Clubcard registrations from 1/1/12. Terms & conditions apply.
a. 1000 Clubcard points will be awarded when you move your mobile number to Tesco Mobile Pay as you Go and top-up €10 or more for the first three months.
b. 250 Clubcard points when you move your mobile number to Tesco Mobile.
c. 750 Clubcard points when you top-up €10 or more a month for your first 3 months.
As soon as we receive your form in the post we will call you to agree a time to begin the changeover. It should take approx. 2 hours to complete from the time we begin the process.
Yes! You can use your new Tesco Mobile phone right up until the time that we start the process of moving your number over to Tesco Mobile. During the two hours that your number is being moved over to us you’ll need to keep your phone free, but we’ll call you before we start moving your number to explain everything and make sure it’s a convenient time for you.
Note: Any credit, bundles etc you had with your old network will be lost when you move your number to Tesco Mobile. Any credit you had on your 089 number or extra credit allowance for monthly top up will transfer to your old number when you move it., and so will any bundles you have purchased. You’ll have to set up your voicemail settings and Magic number again after your number is moved.
There are always times when you can't take a call - or you don't want to! With Tesco Mobile, you'll always get the message. Your mobile is set up to take
messages as soon as you turn it on, so all your missed calls (if your phone is turned off or if you are on another call) will be waiting for you in your
voicemail.
- You will be notified by text when you receive a new voicemail message
- To listen to your messages, dial 171, and press the 'send' button (this usually has a green symbol on it) and then press 1 to listen to
your messages
If you would prefer not to have your voicemail service switched on, you can turn it off from your handset. The steps for this will vary depending on what phone you have but for most phones you can take the following steps;
- Go to the menu on your phone and select settings.
- Then choose 'Call', then 'Call Divert' and then 'Cancel all Diverts'.
If you have any difficulties, give us a call on 089 420 0000 or 1749 from your Tesco Mobile (calls cost 20c regardless of duration) and we can arrange for your voicemail service to be turned off.
When you first call your voicemail, you will be asked to choose a PIN number for your voicemail. You will need to use this PIN number if you are checking
your voicemail messages from a landline number, for example. We recommend that you choose a number that is easy to remember, perhaps the same number as your
mobile phone PIN. If you forget your voicemail PIN, just call us on 1749 and we will set another up for you (calls cost 20c regardless of duration).
Here's a quick guide to recording your personal voicemail greeting and changing the way you get notified that you've got messages.
We recommend that you record your own personal greeting so that your callers will be sure they've got the right number and will leave a message for you.
Dial 172, then press 3 to select your Personal Options and then press 3 again to set up or change your
personal greeting
- Press 1 to record a new personal greeting
- Press 2 to listen to your current greeting
- Press 3 to record a name tag
- Press 4 to listen to your name tag
- Press 0 for help
Dial 172, then press 3 to select your Personal Options
- Press 1 to turn your voicemail notification on or off
- Press 2 to change your security options including your voicemail PIN number.
- Press 4 to change the way you are notified about your voicemail
Your mailbox can hold up to 10 minutes worth of messages. Old messages will be saved automatically, unless you delete them,
and we will send you a text message to let you know when your mailbox is full.
After you've listened to each message you can use the following shortcut keys:
- Press 1 – To skip to the next message
- Press 4 – To repeat your message
- Press 6 – To forward you message
- Press 7 – To delete your message
- Press 8 – To return the call
- Press 9 – To save your message
- Press # – To skip to the previous message
This could be due to insufficient battery charge. Try taking out the battery and cleaning the contacts then put the phone on charge for at least 3 hours. Then try switching the phone on using the correct button as stated in the manual. If this not resolve the problem then try using another battery or charger (if available) which is suitable for this phone.
Otherwise call us on 089 420 0000 or 1749 from your Tesco Mobile (calls cost 20c regardless of duration) or on 089 420 0000 from another phone (costs from other providers will vary) as the phone, battery or charger could be at fault.
When I switch on, the display shows 'PIN blocked' or 'Enter PUK'
You or someone else may have entered your handset PIN incorrectly three times. Don't touch the keypad or press any numbers or you may permanently block your mobile. You will need your PUK code to unlock your phone. When you first bought your Tesco Mobile phone or SIM card, you would have received details of your PUK. If you no longer have that then call Customer Care on 089 420 0000 or 1749 from your Tesco Mobile (calls cost 20c regardless of duration) or on 089 420 0000 from any other phone (costs from other providers will vary. Calls may be recorded.). Please have your mobile number ready for your unblocking code.
If you have entered your PUK code incorrectly more than 10 times, your SIM card may be permanently blocked. Please give us a call on 089 420 0000 or 1749 from your Tesco Mobile (calls cost 20c regardless of duration) or on 089 420 0000 from another phone (costs from other providers will vary) as the phone and we will arrange to send you out a replacement SIM card.
There could be several reasons:
- Have you run out of credit?
- Have you got network coverage? (this will be indicated on the phone's display)
- Is your battery charged?
- Have you entered the full area code - even for local numbers?
- If you have checked all of the above and you are still unable to make a call give us a call on 089 420 0000 or 1749 from your Tesco Mobile (calls cost 20c regardless of duration) or on 089 420 0000 from another phone (costs from other providers will vary) as the phone and we will talk through the problem with you.
The first thing to check is that you have got network coverage. If you haven't got coverage your phone will often display a message on screen to inform you that your network is unavailable. Secondly check that your battery is charged, otherwise you may not be able to receive incoming calls as the phone will not have enough power. It's a good idea to let your battery completely run out every so often before recharging, it will keep it working better for longer.
You have lost your connection to the network. You may be in a place where the signal is blocked such as a tunnel or between tall buildings. Or you may be outside of the network coverage area. Try again somewhere else.
Make sure you SIM card is correctly fitted. If it is, then call Customer Care on 089 420 0000 or 1749 from your Tesco Mobile or on 089 420 0000 from any other phone.
Your previous network may have locked the phone. You will need to give them a call to unlock it.
The first thing you should do is call us on 089 420 0000 or 1749 from your Tesco Mobile phone. We can talk through the problem with you and try to resolve it for you. If we can't find a solution, there are a few different options - depending on when you bought your phone from us. See our information on returns and repairs.
Go to the 'message settings' within the text options menu on your mobile phone. Check that your pre-set message centre is set to +353 89 430 0000.