If you are unable to make a call or send a text message, it could be due to one of a number of reasons:
Have you activated your SIM card?
We know that you want to start using your Family Mobile phone straightaway and take advantage of really low mobile prices, but first you must activate your SIM. You can do this online, on 'My Account'.
Is your phone switched on and showing service?
You know that you are in the Family Mobile network coverage area when the logo is displayed on your handset, and signal bars appear on the display. If there is no service signal, you might be in the 1% of the UK not covered by T-Mobile's excellent network, or you could temporarily be in a 'black spot,' such as a railway cutting or an elevator in a building.
Is your phone blocked?
Check in 'My Account' to ensure that your service is active and check your balance to see that you have enough credit to make a call.
If your balance has dropped to zero, your account will have been blocked until a positive balance is restored. We would have sent you a reminder by text message once your balance dropped to £3, and another text message once your balance reached zero to advise you that we have had to temporarily block your account.
If you are still unable to make a call after checking the above, please write down the date and time that you were unable to make calls, including the number you tried to call, and contact our Customer Services, who will assist you.
Let Family Mobile know as soon as possible so that we can get your SIM card blocked immediately and your handset blacklisted. You will be asked to verify your details and we will then block your SIM.
You can do this quickly online. Go to 'My Account,' select 'Manage services' and click on 'Report Stolen.' Your SIM card will then be blocked.
You can also call us on 0800 112 4350 from another UK mobile or landline, or on 4532 from a Family Mobile handset, within our opening hour.
Please note: You are liable for all usage on your phone up until the time that you contact us and ask us to block your SIM card, and have had a confirmation from a Family Mobile representative
When you report your phone as lost or stolen, and after we have blocked your SIM card, we will also offer to blacklist the handset. Blacklisting a handset will render it useless to anyone wanting to use their own SIM card in the handset. Once a handset is blacklisted on the Family Mobile network, it will also be blacklisted on all other UK networks, thereby preventing further use of the handset.
To have a phone blacklisted you need to have the IMEI (International Manufacturers Equipment Identifier) number. To obtain your IMEI number, key in *#06# and your handset will display it on the screen. Or you can look for the 15 or 16-digit number under the battery. Remember to write this number down somewhere safe.
Once we have blacklisted your handset, we also recommend that you report the loss of your handset to the police and register it on the national database. This may increase the chances of you being reunited with your handset.
If your SIM card is lost or stolen, or has become faulty, we can send you a replacement. This will allow you to keep using your current mobile number and account. You can order/request a replacement SIM card by contacting our Customer Services.
We will endeavour to get your replacement SIM card to you the next working day (if ordered before 4pm on a working day).
There is a charge of £5 for a replacement SIM card.
Our Customer Services are there to help you. Just contact us with your question - about transferring to Family Mobile, activating/deactivating services, or anything to do with your account.
Opening hours:
Monday to Friday: 8am-8pmSaturday: 9am-1pmBank holidays: Closed
Contact numbers:
Phone (Family Mobile handset): 4532
Phone (other): 
0800 112 4350
Fax: 0871 9896279
Email: needhelp@yourfamilymobile.co.uk
Complaints Code of Practice
We want to give all our customers an excellent service. But sometimes we might get it wrong. When we do, we want to know how we can fix it.
These notes give you information about our complaints handling process. It also includes an explanation of adjudication arrangements which provide a free of charge and independent way of resolving disputes.
How to contact us
If you need to contact us, you can do so in the following ways:
By email:
By post:
Smarter Mobile Customer Services
Unit 43, Welland Workspace
10 Pinchbeck Road
Spalding
Lincolnshire
PE11 1PZ
Complaint handling and alternative dispute resolution process
We hope that you will never have reason to complain about any aspect of our services. However, if there is something you are not happy with, we will do all we can to fix it.
Stage 1: contact us
First, contact us using one of the options above.
If you're writing to us (by email or post), don't forget to include:
A) Your name
B) Your full postal address
C) Your Mobile Phone number. This must be the number you use for connecting to our service
D) Details of your complaint
E) Your resolution requirements
F) A daytime contact telephone number
We do try to settle all issues as soon as possible, but sometimes we may have to investigate the matter before we can get back to you. We aim to reply to all emails within 48 hours, and complaints made in writing within 5 working days of us receiving the letter.
Stage 2: Escalating the complaint
If you are not satisfied with our response, ask for the issue to be considered again. You have the option to discuss the issue with our Customer Service Manager, and if still unresolved a Company Director.
Stage 3: contacting CISAS
If after contacting us we have still not resolved your complaint to your satisfaction within 8 weeks, or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, which is an independent dispute resolution scheme. CISAS is an independent alternative dispute resolution scheme which has been approved by Ofcom. When your dispute goes through the scheme, an independent adjudicator decides how to settle it. Please note that CISAS will not consider any complaint until one of the conditions for referral has been met, so do ensure you read the guidelines on their website.
Details of the service are available by contacting customer services or CISAS at the following address:
CISAS International Dispute Resolution Centre
70 Fleet Street London EC4Y 1EU
Tel: 020 7520 3814 or 020 7520 3827
Fax: 020 7520 3829
Using a text phone: 020 7520 3767
You can also get independent advice from the Citizens Advice Bureau, Consumer Advice Centre, Trading Standards Departments or other telecoms user organisations recognised by the Secretary of State. Whilst we are happy to work together with the above independent organisations, if you decide you need their help to resolve your complaint, we would always want you to come to us first as most problems can be resolved quickly this way.
We are sorry to hear that you want to close your account with Family Mobile but if you want to take your existing Mobile number to another network then provided your account is up to date and not in arrears, we will provide you with a Porting Authorisation Code or PAC Please log into "my Account" and from there you will be able to request the PAC code and we will reply to you straightaway during our normal business hours. Please note your PAC will be a nine digit code and is valid for 30 days. If it runs out before you move to another network then, you will need to request a new PAC from us and in that event we may need to charge you for retrieving your records.
We are sorry to hear that you want to close your account with Family Mobile but if you want to take your existing Mobile number to another network then provided your account is up to date and not in arrears, we will provide you with a Porting Authorisation Code or PAC Please log into "my Account" and from there you will be able to request the PAC code and we will reply to you straightaway during our normal business hours. Please note your PAC will be a nine digit code and is valid for 30 days. If it runs out before you move to another network then, you will need to request a new PAC from us and in that event we may need to charge you for retrieving your records.