Why does my balance not update as soon as I've finished a phone call?
Our billing process is as close to real time as possible. Charges for calls and text messages are usually applied to your account within a few hours of them being made. However, if you are abroad it can take several days for all charges to be taken from your Family Mobile account. This is because we have to wait to receive these charges that are made by other network operators abroad.
How can I check the balance on my account?
You can check the balance on your account anytime. For full details of charges applied to your Family Mobile account, always refer to the Itemised Billing section in 'My Account' on our website.In addition, our Text for Balance service gives you direct access to your balance while you're on the move. It is not a real time balance service, and the information supplied is an indication of your account balance at the time you send your text message request.
Is my new mobile number listed or unlisted?
Your Family Mobile number is unlisted and your personal details will not be forwarded to any public directory.Please note: In case of an emergency, your details may be forwarded to any 999-related service.If you have transferred your number to Family Mobile, via the Mobile Number Portability process and have previously added your number to any mailing lists, we have no control over third parties that already hold your details.
I have forgotten my password
If you have forgotten the online password to your account, don't worry - we can help you quickly. Just go online to http://www.familymobile.co.uk/ and go to 'My Account.' Just below the Login box, click on 'Forgot your password?' and we will send your password to you. You can choose on this screen whether you would like us to send your password to you by email or by text message.
How can I top-up my account?
It's easy to top-up your account instantly - anytime and anywhere. Using a debit card, you can make a one-off payment online on 'My Account,' by text, or by calling Customer Services.Best of all, you can set up Automatic Top-up online.Automatic Top-up ensures that you never run out of credit in the middle of a phone call. This online service will automatically top-up your account, with any amount you have chosen, whenever your balance falls below the minimum threshold of £3. Find out more about Automatic Top-up
What happens if I don't use my Family Mobile number for over a year?
If you don't use your Family Mobile number for over a year, we will automatically close your account (in other words, close your SIM card number). You won't be able to make or receive any calls or text messages. However, we won't do this suddenly - we will have sent you emails before then reminding you that you have not used your number for a while and all you need to do when you receive those messages is make or receive one call or SMS.
What if you are on Family Budget and have a master account and some additional sub-accounts? If a sub-account has not been used for our a year, we would close that account but the master account and other sub-accounts would not be affected. If the master account number has not been used for over a year, this account would be closed but the sub-accounts linked to it would remain open. However, as sub-accounts cannot top-up their accounts, as they are controlled by the master account, when the balance on these sub-accounts drops to zero they would no longer be able to use their phone for outgoing calls or texts. They can continue to receive incoming calls.You don't lose your phone number after a year. We will just block the SIM card and 'freeze' the phone number a further three months. If you have ported over your number, we will only be able to freeze the number for 1 month, then it will be returned to the orignal network provider. You can reactivate your account quickly and easily at any time. But you have to call Customer Services on 0207 148 4747 to request your account to be reactivated - you cannot do it online. It may take up to 1 week for your account to be reactivated and you can start using your phone again. You will need to turn your phone off and back on again to see when your account has been reactivated.However, if you have not used your family number for six months, your mobile phone number will be recycled and made available to new customers.
What if I need to close my Family Mobile account?
If you want to close your Family Mobile account, simply follow these steps:
With possible delays in updating your account balance, especially if you have used your phone abroad (we have to wait to receive charges from overseas mobile operators), it may take up to 30 days to close your account fully.Please note: There is a £5 administrative fee for closing your Family Mobile account. Any remaining credit cannot be refunded.Please note: If your account balance is negative, you should pay the amount immediately or risk being invoiced further.What is the minimum period of commitment?Family Mobile has no minimum period of commitment. There is no contract. You can close your account at any time.Is there a notice period?With Family Mobile you have no minimum notice period. You can close your account at any time.