FAQ overview

If you want to take your Family Mobile phone abroad, you will first need to activate 'Roaming' in 'My Account' on our website. To use you phone while you are abroad, you are required to set up Automatic Top-up beforehand.

We recommend that you activate Roaming at least 24 hours before you leave the UK to ensure that they are ready and working before you travel.

Check our Roaming Prices for the cost of using your mobile phone while you are abroad.

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.

1. Call your current operator and ask for a PAC code (Porting Authorisation Code)
2. In the sign-up process on our site, click on "I want to keep my existing mobile phone number"
3. Fill in the PAC code and your current mobile 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

No. There is no requirement to make a minimum top-up each month or maintain a minimum balance. You can top-up by as much as you like.

However, when you do top-up, the minimum amount you can top-up with is £10

Yes. Unfortunately you do! This is out of our control as these charges are made by overseas mobile operators - Family Mobile just collects and transfers these charges on their behalf. Please see our Roaming prices for receiving calls while you're abroad. But you can receive text messages while you're abroad for free!

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.  

For other than roaming trafic in Europe we charge a minimum of one minute per call, and after that, you only pay by the second. For roaming trafic in Europe we charge for minimum 30 seconds and after that per second.

Yes we do. Family Mobile offers the following international services. These enable you to stay in touch whether you are in the UK or out of the country.

International text messages
Sending a text message to friends abroad is just as easy as sending to mobile phones in the UK. You can send international text messages as soon as you have activated your Family Mobile SIM card.

Check our International Prices for the cost of sending a text message to a foreign mobile number.

International calling
You can use your mobile phone to call international numbers in the same way you can call numbers in the UK. The service is already set up and active for all customers. Check our International Prices for the cost of calling and texting international numbers

And remember to take your mobile phone charger and travel plug adaptor!

Calling while abroad, or 'Roaming'
If you want to take your Family Mobile phone abroad, you will first need to activate 'Roaming' in 'My Account' on our website. To use you phone will you are abroad, you are required to set up Automatic Top-up beforehand.

We recommend that you activate Roaming at least 24 hours before you leave the UK to ensure that they are ready and working before you travel.

Check our Roaming Prices for the cost of using your mobile phone while you are abroad.

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:

• Email: at needhelp@yourfamilymobile.co.uk
• Telephone: 4532 from your Family Mobile handset
• Telephone 0800 112 4350 from any other phone

Family Mobile is a very cost-efficient business with a low price, low cost, low margin business model. In that sense, it's very similar to the model that IKEA is based on - simple, low prices, but great value and quality.

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.

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:

Contact numbers:

Phone (Family Mobile handset): 4532
Phone (other):  0800 112 4350 
Fax: 0871 9896279
Email: needhelp@yourfamilymobile.co.uk

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

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.  

To listen to your Voicemail messages while using your mobile outside the UK you first need to set up a PIN number. You can do this by calling your Voicemail service from your mobile before you leave the UK. Once you have set up your PIN number, then follow these simple steps to listen to your messages:

1. Dial your Voicemail access number. This is normally stored under the number '1' key or in your phonebook
2. Wait to hear your Voicemail greeting message
3. You can interrupt the Voicemail greeting message at any time by pressing the '#' key
4. Enter your PIN number
5. You will be directed to your Voicemail Inbox to listen to your messages.

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.

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.

If you want to take your Family Mobile phone abroad, you will first need to activate 'Roaming' in 'My Account' on our website. To use your phone while you are abroad, you are required to set up Automatic Top-up beforehand. Once you have Automatic Top-up enabled you can activate the International roaming service by clicking 'Manage services' from your account overview.

We recommend that you activate Roaming at least 24 hours before you leave the UK to ensure that they are ready and working before you travel.

Check our Roaming Prices for the cost of using your mobile phone while you are abroad.

If you want to close your Family Mobile account, simply follow these steps:

• 1. Remove your SIM card from the handset
• 2. Log onto 'My Account'by typing in your usernameand password in the log-in box
• 3. Pay any negative balance you may have
• 4. Call our customer services and ask for the services to be closed

With possible delays in updating your account balance, especially if you have used your phone abroad, it may take up to 30 days to fully close your account.

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.

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.

You need to contact your current mobile service provider to ask for your PAC code (this is the company that currently provides your mobile service). They will issue your PAC code at their discretion, which they should explain to you when you request your PAC code.

It's easy. Recommend Family Mobile to friends and family and we'll say 'thank you' by giving you an hour of talk time on your account for each new customer that joins us upon your recommendation. Tell your friends about our really low price mobile calls, and we'll reward you!

So find out more about our latest Recommend a Friend offer and tell your friends and family! They will need to enter your mobile number when they sign up for Family Mobile.

A personal greeting will confirm to anyone calling you that they've reached the right person. To record your personal greeting, follow these simple steps:

1. Call your Voicemail service from your handset
2. When prompted, select option '2' to hear the mailbox features menu
3. Press '2' again to record a personal greeting.

You may add or remove a Content Lock by contacting Customer Services. If you have activated Family Budget, then Content Lock is controlled only by the master account.

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.

Your PIN number will allow you to retrieve your Voicemail messages while you are using your mobile phone abroad, or to retrieve your messages from another phone.

To set up your PIN number, follow these simple steps:

1. Call your Voicemail service from your handset
2. When prompted, select option '2' to hear the mailbox features menu
3. Press '1' to set up a PIN number
4. When prompted, enter your chosen PIN (usually four digits) and press the # key
5. You will hear confirmation of your chosen PIN number.

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.

If you don't want to allow callers to leave you a Voicemail message, you can cancel your diverts to stop unanswered calls going to your Voicemail. You can do this through the menu on your handset. Please consult your manufacturer's handset manual for instructions.

If you wish to reactivate your Voicemail service in the future, simply reset your diverts to send all unanswered calls to your Voicemail number.

Our Automatic Top-up service will ensure that you never run out of credit during a call by automatically crediting your Family Mobile account whenever your balance falls to £3. You can set Automatic Top-up to credit your Family Mobile account with any amount you choose. Simply enter the details of the debit card that you wish to use for payment on the Automatic Top-up page (this can be found in the 'My Account' area). The Automatic Top-up service will also enable the following services, Voice/GPRS roaming, Premium Service and International calling. You need to have Automatic Top-up enabled to use the above 4 services.

Please note: We will take the first payment when you sign up, so that you know you have entered the correct payment details.

The minimum threshold must not be below £3. You will be notified by text and email every time an Automatic Top-up is made.

When you sign up for the Automatic Top-up service, you accept that we will automatically charge your debit card by the amount that you specified when you set up this service if and when your balance drops to £3.

If you want to change the amount that is debited with Automatic Top-up, or register a different debit card, or cancel the Automatic Top-up service, you can do this at any time by logging onto 'My Account.'

It's easy and you can do it all from your mobile handset. Voicemail answers your calls when you're not available, if you are on another call or if your phone is turned off. You will receive a text notification if you have received a new voice message

A personal greeting will confirm to anyone calling you that they've reached the right person. To record your personal greeting, follow these simple steps:

1. Call your Voicemail service from your handset
2. When prompted, select option '2' to hear the mailbox features menu
3. Press '2' again to record a personal greeting.

You can record your greeting message as many times as you like until you're happy with it.

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.

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.

If you cannot top-up your account, by whichever method you have tried, it must be an issue with your debit card.  Maybe your debit card has gone past its expiry date? Or have you switched banks recently but not updated your debit card details on 'My Account'? Or perhaps the balance on your bank account to which the debit card is linked has run out of funds?

You may need to contact your bank or debit card provider to verify any of these issues.

Family Mobile only accepts debit cards - not credit cards. Also, we only accept debit cards that are issued in the UK - we regret that we cannot accept international debit or credit cards.

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.

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.

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.

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:

• Email: at needhelp@yourfamilymobile.co.uk
• Telephone: 4532 from your Family Mobile handset
• Telephone 0800 112 4350 from any other phone

Yes, you may add or remove a Content Lock by contacting Customer Services.

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.

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.

No.  With Family Mobile, there's no contract. There's no monthly fee. There's no minimum monthly top-up. You pay only for what you use. It's that simple.

With Family Mobile you have no minimum notice period. You can close your account at any time.

Press and hold the number '1' key on your mobile phone. Your handset will dial your Voicemail access number and you will then hear your messages.

If you have stored your Voicemail access number in the phone book, you can call Voicemail in the same way that you would call a friend. Simply select the Voicemail access number from your phone book.

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.

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.

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 12345
The standard code for a Sony Ericsson is 0000 or 1234
The standard code for a Motorola is 123456
The standard code for a Sagem is 00000

If 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.

Your PIN number will allow you to retrieve your Voicemail messages while you are using your mobile phone abroad, or to retrieve your messages from another phone.

To set up your PIN number, follow these simple steps:

1. Call your Voicemail service from your handset
2. When prompted, select option '2' to hear the mailbox features menu
3. Press '1' to set up a PIN number
4. When prompted, enter your chosen PIN (usually four digits) and press the # key
5. You will hear confirmation of your chosen PIN number.

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.

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.

Please see our International prices for calling international phone numbers.

Family Mobile provides international services, allowing you to call or text to other numbers overseas. However, as these calls require using other overseas networks, Family Mobile has no control over the prices charged by other mobile operators.

These are charged separately to calls to UK mobile and landline numbers. Please see our UK Prices for more details.

Please see our Roaming prices for using your mobile phone while you're abroad.

Family Mobile provides Roaming services, allowing you to call or text to from your mobile phone while you are overseas. However, as these calls require using other overseas networks, Family Mobile has no control over the prices charged by other mobile operators

If you don't use your Family Mobile number for three months, 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.

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 three months, 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 three months, 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 three months. 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 0800 112 4350 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.

If you are unable to make a call, please follow the steps below:

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.

Is your phone blocked?
Check in 'My Account' to ensure that your service is active and that you have enough credit to make a call.
 
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.

If you want to close your Family Mobile account, simply follow these steps:

1. Remove your SIM card from the handset
2. Log onto 'My Account' by typing in your username and password in the Login box
3. Pay any negative balance you may have.  

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.

If you have any problems with your phone while you are outside of the UK, we recommend that first you check your account to see if your International Roaming service is active. You need to check that:

• Automatic Top-up is active on your account
• International Services are active on your account
• Your account has not been blocked since you left the UK.

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.

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.

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.

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 12345
The standard code for a Sony Ericsson is 0000 or 1234
The standard code for a Motorola is 123456
The standard code for a Sagem is 00000

It 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.

Our Automatic Top-up service will ensure that you never run out of credit during a call by automatically crediting your Family Mobile account whenever your balance falls to £3. You can set Automatic Top-up to credit your Family Mobile account with any amount you choose. All you need to do is enter the details of the debit card that you wish to use to make payment with in the Automatic Top-up page (this can be found in the 'My Account' area). The Automatic Top-up service will also enable the following services, Voice/GPRS roaming, Premium Service and International calling. You need to have Automatic Top-up enabled to use the above 4 services.

Please note: We will take the first payment when you sign up, so that you know you have entered the correct payment details.

The minimum threshold must not be below £3. You will be notified by text and email every time an Automatic Top-up is made.

When you sign up for the Automatic Top-up service, you accept that we will automatically charge your debit card by the amount that you specified when you set up this service if and when your balance drops to £3. 

If you want to change the amount that is debited with Automatic Top-up, or register a different debit card, or cancel the Automatic Top-up service, you can do this at any time by logging onto 'My Account.'

Content Lock has been created to enable parents to block access to inappropriate content (18-rated content) from their children's mobile phones. Content Lock will block services such as open chat rooms, certain games, gambling services and adult content.

How does it work?
Content Lock recognises when a WAP service is 18-rated. It then bars the service if Content Lock is applied to the phone number of the mobile handset accessing the service.

How do I remove Content Lock?
You may add or remove a Content Lock by contacting Customer Services. If you have activated Family Budget, then Content Lock is controlled only by the master account.

If I choose to remove Content Lock, can I reapply it later?
Yes.

Family Mobile has no minimum period of commitment. There is no contract. You can close your account at any time.

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.

We offer all the different services that you would expect of a mobile operator - voice calls, text messaging, 3G, international services, picture messaging, voicemail, and much more. But we offer great new services such as Family Budget and Automatic Top-up. Find out more about all of our Services.

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.

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.