Frequently Asked Questions 

Where can I buy a SIM?

The most convenient way is to order your SIM online at icmobile.co.uk and we’ll deliver your new SIM card direct to your door. Order your SIM card here.

How do I activate my SIM?

Step 1 - Network Activation

Your SIM card will be ready for you to activate when it arrives in the post. Simply place the SIM card into your phone and dial 1244 or any valid UK phone number. You will receive an SMS message from us welcoming you to our network.

If you purchased a bundle with your SIM proceed to step 2.

You may be prompted to restart your device to access all network features including 4G data, this process can take up to 24 hours to fully complete.
Step 2 - Bundle Activation

Sign in to your IC Mobile account and click 'Activation'.
Click the 'Activate' button next to the phone number you're activating (be sure to complete step 1 first).
Confirm the top up & bundle activation.
Your bundle will now be activated and ready to use

Where is my PIN or PUK Code?

These will be provided on your SIM card packaging alternatively, you can find your PIN and PUK in your IC Mobile account.

Where can I find my mobile number?

You will be provided your mobile number on the SIM card packaging. We will also remind you of your number when you activate your SIM card.

What mobile handsets can I use with my SIM?

Any unlocked GSM mobile.

Why has my SIM stopped working?

Your SIM will be automatically deactivated if a chargeable call is not made or a chargeable text is not sent for 31 days. You will receive a text message warning 88 days before and another the day before it is due to deactivate. Once a SIM is deactivated it cannot be reactivated and the number will no longer be available to use or port to another network. Once the SIM is deactivated your account will be closed, all credits and bundles shall expire.

How do I top-up?

You can top up on our website at www.icmobile.co.uk. Click here to top up now.

How do I check my balance?

A balance by SMS can be requested by texting "BAL" to 1244

How do I dial my 4 FREE-CALL numbers?

You can nominate 4 phone numbers that you can call for FREE when you have no credit.
Dial 1209 from your handset, listen to the options and select an option between 1 & 4 to dial that number

To add or change your 4 FREE-CALL numbers sign in to your IC Mobile account, press Options & Top up on the device/SIM and enter the names & phone numbers you wish to nominate.

How do I set up my Voicemail?

Voicemail is already active on your SIM.

How can I check my voice mail?

Simply dial 1233 to listen to your messages or change your voicemail settings at any time. You can access your Voicemail from any other number by dialing +447973 101 233 and entering your voicemail pin.

How do I set up my Voicemail pin?

You can set up your pin by dialing 1233 from your SIM and selecting Option 3; however you will need to set up your pin before leaving the UK to be able to access your voicemail abroad.

Can I keep my existing number?

  • You will need to request a PAC code (Porting Authorisation Code) from your existing provider.
  • Contact our Customer Services team with these details including your new XXXXX mobile number. Your new sim will need to be activated before the port can be completed.
  • Once we have these details we can apply for your number to be moved, and we will inform you of the transfer/porting date within 72 hours.

Is my SIM enabled for internet/data access?

All of our SIM cards can access the internet/data, however you may need to set-up your handset connection settings first, these are usually called APNs or Access Point Names. Please contact our customer service team if you need further help.

Why am I unable to dial a number?

UK numbers beginning with 084, 087,118 and 09 cannot be dialed through your Sim. When dialing abroad, the number you are calling should be prefixed with "+" or "00" followed by the country code and the number you are trying to call.

You may find some international numbers cannot be dialed through the SIM if they are charged at a higher rate than standard calls to a destination. Examples of these numbers would be the Antarctica, Airports, Hospitals, Customer Service Centers etc.

Can I use my SIM card abroad?

All Sim cards are automatically enabled so they can be used abroad however, roaming charges will apply. Charges vary depending on the country you are calling from and to and a list of these charges are available in our help section.

My SIM card is lost/ stolen. How do I prevent someone else from using it?

Please contact customer services as quickly as possible and we will assist you.

Are there any additional monthly or hidden charges?


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