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Tesco mobile help, issues and complaints

By Tim Smith | Tuesday, April 25th 2023

Tesco Mobile makes use of the O2 mobile phone network to provide services to its customers. That said, it's to Tesco Mobile that you have turn in the event that something goes wrong. So, what are the best ways to go about solving your issues with billing, phone signal, getting support and more?

In this guide you'll find out how to fix some of the most common problems with Tesco Mobile. We will also show you how to get the kind of information you'll need to get a swift resolution from Tesco Mobile help and support.

Payment and billing issues with Tesco Mobile

Problems with payments come in two ways: you have a problem with paying your bill, or you get overcharged by your provider. Either way, Tesco Mobile has a couple of very good ways to deal with your bill issues. Let's have a look at them now.

If you have missed a payment or are struggling to pay your bill

If you've missed paying your latest Tesco Mobile bill, or if you think you're going to miss the next one or maybe more, then you need to contact the company immediately. If you don't then your service could be restricted and then cut-off completely.

If this happens you can face a late payment charge and a reconnection fee. Your credit rating will also be downgraded. You can contact Tesco Mobile's finance help on 4455 from your Tesco Mobile phone or 0345 301 4455 from any other phone.

When you contact Tesco Mobile with an financial problems the team there will give you some options to choose from:

  • Payment holiday – This is called 'deferring your payment' and will give you some respite until funds come in again. Beware, this can result in larger payments in future until you've made up the difference
  • Changing the date of your bill – This can be useful if you've got a new job with different wage payment dates
  • Change to PAYG – You can change to Pay As You Go but remember you'll need to pay off any monthly payments you have outstanding
  • Lower tariff – If you're paying monthly you can have your tariff (and data cap) lowered. You'll still need to pay back any missed payments
  • Setting up a new payment plan – Remember that Tesco Mobile would prefer to keep you as a customer, so there are ways in which you can change your contract payment options

Check your Direct Debit

If you're Tesco Mobile paying monthly by Direct Debit and in your in credit, your payments should usually got through without a hitch due to the Direct Debit Guarantee signed by the banks and building societies. However, hitches happen. So, use your banking app and your Tesco Mobile app each month to make sure that your DD is all good.

What if you've been overcharged?

All billing issues don't have to be against you if you're a Tesco Mobile customer. You might get overcharged or even charged for an add-on that you didn't order. Checking your account on the Tesco Mobile website or using the Tesco Mobile app will alert you to if this happens. At which point, contact Tesco Mobile as soon as you can to discuss getting your money back.

Problems with your Tesco Mobile services

Tesco Mobile uses the O2 network to provide its services and so is usually robust, but occasionally things go awry. Before reaching out to the company for help, you might be able to fix some simple problems yourself. If you can't, then you can arm yourself with enough information to get fast answers when you do make contact. Let's find out how:

Are you in credit?

If you're not able to send or receive texts, use your data or make calls it might not be a tech problem at all. Using the Tesco Mobile app or your account pages online, make sure that you're in credit and your latest Direct Debit has gone through. You can always top-up using the app or your account pages.

Is there a problem with the network

Tesco Mobile uses the O2 network so you have to go to the O2 website if you want to see if there any problems in your area, and when they're likely to be fixed. Just go to the O2 site and search for 'network status' in the help area and you'll redirected automatically to the right place to enter your postcode and find out what's what.

What if you can't get online?

What if you're up to date with payments and you've not gone through your data allowance but you can't get online? Once you've checked to see if it's a wider network problem using another device, it's time to pull out your SIM and see if it's damaged or dirty. The first thing to do is clean it with a dry cloth. If you're still getting no joy, try your SIM in someone else's phone. If it works, you need to contact whoever sold you your phone.

No Tesco Mobile phone signal?

Even in the age of 5G mobile phone signals are still prone to being blocked or interrupted by simple things like buildings and trees. The mobile masts in your area use by the O2 network, which is what Tesco Mobile uses, might also be obstructed. So, if you're in credit and your phone and SIM are working fine, try moving to a less obstructed area.

A problem with your Tesco Mobile phone?

Tesco Mobile not only provides network access, it also sells phones. Fortunately it also offers a good level of support with the units it sells. You can go online to the Tesco Mobile website and find 'device help' in the help pages.

Getting Help with Tesco Mobile

Tesco Mobile doesn't just have a very good selection of help pages on its website, its app and chat function will also point you in the right direction for more assistance. If you're still not getting help though, try the following options:

Online chat

Using the app or just going to the Tesco Mobile website put you in touch with the live online web chat. You'll be put in contact with an actual human being who can go through your options with you.

Customer service phone number

If you want to speak to someone urgently, you can call 4455 from your Tesco Mobile phone or 0345 301 4455 if your phone's the problem and you need to use another one. Customer care and tech support lines are open between 8am and 9pm.

Use social media to speed up response times

Still not getting any help? Try Tesco Mobile on Facebook and Twitter. Asking for an update in a polite way often pays dividends.

Frequently asked questions

Problems with your bill?

You can check and top up your Tesco Mobile account using your phone and the Tesco Mobile app. If you need some more in-depth help with your account call 4455 from your Tesco Mobile phone or 0345 301 4455 if your phone's the problem and you need to use another one.

Does Tesco Mobile own its own network

No, Tesco Mobile uses O2's network infrastructure. However, if you have any problems with bills, your phone or your contract you will need to deal directly with Tesco Mobile.

Do I get any Tesco perks if I take a Tesco Mobile contract?

It actually works the other way around. If you've got a contract with Tesco Mobile, then your Tesco Clubcard points are doubled against your bill when you convert them to Tesco Mobile partner vouchers.

Can I share data with a friend's Tesco Mobile plan?

You can, and a friend can help you out with topping you up to. The easiest way to do this is to use the Tesco Mobile app or going to the Tesco Mobile website.

How do I find out if there is a fault in my area

Tesco Mobile uses the O2 network to provide its services. If you need to find out about network coverage, or see if there are any known faults in your area you need to go to the O2 website and search for 'Check coverage and network status'.

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