Provided and operated by
Smarter Mobile UK Limited
in partnership with IKEA FAMILY
Can I keep my existing mobile number?
Yes, you can keep your existing mobile number by transferring it from your current mobile service provider. This process is called Mobile Number Portability. It takes three working days to transfer your mobile number to Family Mobile. We will not charge to transfer your mobile number. Just follow these 3 steps to transfer your number.
We will now take care of your number porting and send you an email once it is done. You can use your current number until the porting is done.
Read more about switching to Family Mobile
What is a PAC code?
A Porting Authorisation Code (PAC) allows you to transfer you mobile phone number to a new mobile service provider. You can request a PAC code from your current mobile service provider. You cannot transfer your number without a PAC code. Your PAC code will consist of 3 letters and 6 digits. Your PAC code is unique to you and is valid for 30 calendar days. Your PAC code is your key to transferring your mobile number to Family Mobile.
Do I need to buy a new mobile phone if I join Family Mobile?
You can probably use your existing handset if you want to. Nearly all GSM phones will operate on the Family Mobile network, however we cannot guarantee this in all cases. If you have purchased your phone with any other UK GSM network, you may need to contact your previous mobile service provider to request an unlock code, to allow you to use it with your new Family Mobile SIM card.If you have previously used a T-Mobile UK SIM card in your phone, it is as simple as removing your old SIM card and placing your new SIM card into the handset. Most 3G handsets are compatible with our service, however we cannot guarantee this.However, if you wish to purchase a brand new handset, there are some great offers on our website. Take a look at the latest available handset models and prices.
Change of SIM card may require the Handset to be unlocked in which case you must require a PAC code from your current service provider. A fee may be payable.
How do I activate my new SIM card?
For security reasons your new SIM card will not be active when you receive it. To activate your SIM card you first need to log onto the 'My Account' page by entering your username and password in the Login area. Once you are logged in, press the 'activate SIM' button. You will then be asked to confirm the activation request by entering your SIM card number, which will be printed on the letter sent with your SIM. It's easy to activate your SIM card online.
Setting up your Voicemail Service
To set up your Voicemail Service, dial 222 from your mobile phone with your Family Mobile SIM card inserted. This will then guide you through setting up your Voicemail service.Please note: If the Voicemail access number is not stored automatically under the '1' key on your handset, you will need to contact Customer Services. Call 4532 from your Family Mobile handset or 0800 112 4350 from any other mobile or landline. Customer Services will advise you of the access number and how you can store it on your SIM card.When you have listened to your messages, you will hear a list of options that allow you to personalise your Voicemail service. This includes setting up a PIN number so that you can also retrieve your Voicemail from a landline phone, and recording your own personal greeting.
My MMS/GPRS/Mobile Internet is not working. What do I do?
These services are available on your phone, but only after you have downloaded the correct settings to your handset. You can request these under Settings from the Services area of our website. You will then receive a text message containing these settings, which you must save onto your phone. The service will then be active.
My handset is not listed on the 'Settings' page
If your handset is not listed on our 'Settings' page, please refer to your handset manual for specific information and instructions. We have provided a checklist of the Technical details that you will need to obtain the right settings for your handset.
I am not a member of IKEA FAMILY. Can I still sign up?
Yes - of course you can sign up. To be a customer of Family Mobile you do have to be a member of IKEA FAMILY. However, when you sign-up for Family Mobile, you will automatically be registered as a member of IKEA FAMILY. It's free to join, and being a member of IKEA FAMILY gives you lots of free benefits, special promotions and other great offers from IKEA.
I don't live in the UK. Can I still sign up?
Unfortunately, we do not provide services outside the UK at present. But of course, if you are visiting the UK, working or staying here temporarily, or on holiday, then you can sign-up for our Pay As You Go services. All that you need is a valid UK address where we can send your SIM card to, and a valid UK debit card.
How do I sign up with Family Mobile?
You can sign up for a Family Mobile number by clicking here. You will be guided through the sign-up process step-by-step. Sign up will be completed with a payment of £10, which will be credited to your Family Mobile account.You can read about security when making payments online and our privacy statement.There are two ways to sign up. Either choose a new number from those we have available. Or you can keep your existing mobile number and transfer it to Family Mobile. Read more about transferring a mobile number and obtaining a PAC code.As soon as you receive your new SIM card, you can start using your Family Mobile number.