Provided and operated by
Smarter Mobile UK Limited
in partnership with IKEA FAMILY
Is my existing handset compatible with the Family Mobile service?
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.
How do get my existing handset unlocked?
If your handset was purchased with a subscription or pre-paid SIM card, then it is usually locked to that mobile service provider. You can request to have your handset unlocked by contacting the mobile service provider that you signed up with and asking for a network unlocking code.There are also services available on the Internet, and offered by some mobile phone retailers, that can unlock your handset. Please note: We recommend that you are cautious about Internet-based handset unlocking companies that require you to send your phone to them. Make sure that you validate their authenticity before sending your phone to them. There is normally a charge to unlock your handset.
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 know if my handset is locked?
Try popping a SIM card into your handset from a different mobile service provider to your current one. If your handset requests a code (and it's not your SIM PIN number or security code) then your handset is locked. Don't enter a PIN number unless you are sure it's the correct one.
What is a security code?
The security code (also called a 'lock code') is an extra security measure on your phone handset that prevents other people from using your handset. It functions just like a PIN number, but it bars the phone handset instead of the SIM card. You can find the default security code for your handset by looking in your handset instruction manual.The standard code for a Nokia is 12345The standard code for a Sony Ericsson is 0000 or 1234The standard code for a Motorola is 123456The standard code for a Sagem is 00000It is usually best to reset this security code to one that only you will remember. Please refer to your handset instruction manual for details on how to reset the security code.If you cannot find or remember your security code, you need to take your phone to a service outlet. You can find your nearest service outlet by contacting the manufacturer of your phone.You can use both a PIN number (for your SIM card) and a security code (for your handset) to provide a double level of security for your phone.
What is a PUK code?
A PUK code, or Personal Unblocking Key, is an 8-digit code that is used to reopen a mobile phone after the wrong PIN number is entered incorrectly three times. Your phone will automatically ask you for your PUK code.You need to be aware that your old PIN number can no longer be used. When your phone asks you for a new PIN number, you need to key in a new code.
What is a network unlocking code?
A network unlocking code (also referred to as an 'unlock code' or 'mobile unlocking code') is a code number that unlocks your handset from your existing mobile phone service provider or network. You can request this from your current mobile service provider so that you can transfer to another provider like Family Mobile.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.
What is the PIN number for?
The PIN number, or PIN code, is a security code specific to your SIM card (not to the handset, which can also be locked with a security number). The PIN number locks your SIM card to prevent it (and hence your handset) from being used until the PIN number is entered correctly.Your new Family Mobile SIM card comes with a default PIN number, which is set to 1210. Once you have activated your SIM card number and inserted the SIM card in your handset, we advise you to replace this default number by setting up your own personal PIN number. Details on how to change the PIN number can be found in your handset manual.You can use both a PIN number (for your SIM card) and a security code (for your handset) to provide a double level of security for your phone.
I have forgotten my PIN number
If you did not reset the default PIN number, then it is still 1210. If you reset the PIN number, then only you know this number! The only way to get it reset is to obtain the PUK code that is used to reopen a mobile phone. You can also read about Finding your PUK code. Once you enter the PUK code, you will be prompted to enter a new PIN number.
I have forgotten my PUK code
If you have lost or forgotten your PUK code, you can find it in the original Welcome letter that you received when you joined Family Mobile.If you no longer have this letter, you can obtain it by contacting our Customer Services by:
Where do I find my IMEI number?
The quickest and easiest way to get your IMEI (International Manufacturers Equipment Identifier) number is to enter *#06# on your handset. Your IMEI number (or 'serial number') will automatically be displayed on your handset.If for whatever reason this does not work, you can usually find the IMEI number inside the handset, under the battery. You may need to refer to the handset manual to identify which of the numbers is the IMEI number.So typing *#06# is definitely the best option!The IMEI number is unique to your handset. IMEI numbers are stored on an international system and so your IMEI number and can be used to block calls from being made from a handset in the unfortunate event that it is lost or stolen. It can also be used to help in diagnosing any handset faults.
My phone is asking me for a security code
A security code is set up on your handset and you can only open and use your phone by entering the correct security code. If you have not yet reset the security code to a personal number, the handset will still be using the default security code.You can find the default security code for your handset by looking in your handset instruction manual.The standard code for a Nokia is 12345The standard code for a Sony Ericsson is 0000 or 1234The standard code for a Motorola is 123456The standard code for a Sagem is 00000If you have reset (or someone else has) the security code on your handset, then only you know that personal security code. You will have to contact the company that provided you with your mobile handset and ask them to unlock your phone. Family Mobile cannot help in unlocking personal security codes that you have forgotten.