Services

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

If the above services are all showing as 'active' on your account and your service is not blocked, please contact our Customer Services. If possible, we recommend using our Live Chat Support, as there is no additional charge for using this online service while you are abroad. Please ensure that you have an alternative method of contact available (a phone number or email address) so that we may reach you if necessary.

Please note: the Customer Services team is available Monday to Friday 9.00am to 8.00pm, and from 9.00am to 6.00pm on weekends and bank holidays. There may be a time difference between the UK and your overseas location. If you are in any doubt, feel free to email us at needhelp@familymobile.co.uk with your query.

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.'

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.

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.

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.

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.