×

How can we help you?

  • How can I get started with Utilita Mobile?

    You'll need to order a new SIM card, using our online order form. We’ll deliver your new Utilita SIM to your preferred delivery address within 3 - 5 working days. Once you've received your SIM, pop it in your phone and dial 501 to activate it.

    Remember, if you don't use your SIM card for 6 months from receiving it, it will expire, along with any unused credit. The Utilita Mobile service will be disconnected, and you will lose your new mobile number.

  • How do I order a SIM?

    Use our order SIM page, then fill in the order form. The SIM card will arrive within 3-5 days after you order.

  • How can I check my remaining balance?

    To check your remaining balance text BALANCE to 1250, or log into the Utilita Mobile App.

  • How do I find my own mobile phone number?

    It’s on the back of your SIM card. If your SIM is already in your phone, dial *124# for FREE and receive an instant message! You can also find this by logging into the Utilita Mobile App.

  • Can I transfer my current mobile number to Utilita Mobile?

    Yes, you will be able to transfer your current mobile phone number to Utilita Mobile once you have obtained a PAC Code from your previous provider. You'll need to give us the PAC code along with the mobile number you want to transfer, and the date you want the transfer to take place.

    Please call 500 from your Utilita Mobile, or 0330 0585 508 from an alternative phone, and we'll take care of the transfer for you. Remember to have your mobile number and PAC code to hand.

  • Who Is eligible for the TOP-UP £10 GET £20 promotional offer?

    All new Utilita Mobile customers are eligible for the TOP-UP £10 GET £20 promotional offer. This offer can only be applied once per person with a maximum of 4 claims per household.

  • How will I know when the TOP-UP £10 GET £20 promotional offer is applied?

    Once you've activated your new SIM card, top-up your first £10 credit via the Utilita Mobile app or at mymobile.utilita.co.uk. When you've topped up £10 or more, we'll credit your account with a further £10 for FREE - simple!

  • How many times can I use the TOP-UP £10 GET £20 promotional offer?

    This offer is valid once per person and up to four times per household.

  • What is the cheapest way to call with Utilita Mobile?

    The cheapest way to make calls, send texts and browse data is through buying one of our great value 30-Day Bundles. You can view our great value bundles here.

  • What is a 30-Day Bundle and how can I subscribe to one?

    A 30-Day Bundle is the cheapest way to make calls, send texts and browse data. Utilita Mobile offers a range of great value 30-Day Bundles that start from as little as £5 per month and offer an allocation of minutes, texts and data. A full list of 30-day bundles can be found here.

    Before subscribing to a 30-Day Bundle, please ensure you have topped up your SIM with enough credit, as the cost of the 30-Day Bundle will be deducted from your Pay As You Go balance immediately. Once you have topped up and are ready to pick your bundle, you can subscribe to your bundle via the Utilita Mobile app, at mymobile.utilita.co.uk, or via SMS.

  • Can I purchase bundles from my Pay As You Go account balance?

    Yes you can. The price of the 30-Day Bundle you purchase will come out of your Pay as You Go Account Balance. Before purchasing a bundle you need to ensure you have topped up your SIM with enough credit to cover the cost of the bundle.

  • Do I need to register my details with Utilita Mobile?

    No, but we would recommend you do register your details with us as soon as you start using Utilita Mobile. It gives you access to the App and easier ways to manage your account. Simply connect to WIFI to download and register for the 'Utilita Mobile' app allowing you to top-up on the go! Or register online at mymobile.utilita.co.uk.

  • My handset is giving an error such as 'invalid SIM' and is locked what do I do?

    Depending on which network the handset is locked to, you might need to contact your previous network provider and ask them to unlock it. This may be chargeable, please contact your previous provider to find out if there are any costs.

  • My phone is asking for a PUK, what is this and what should I do?

    A PUK Code is used to unlock your SIM if a PIN has been entered wrongly too many times. If your phone is asking for a PUK Code, please call our Customer Services Team on 0330 0585 508 from an alternative phone.

  • I have received a PAC code, what do I do with this?

    If you have a PAC Code, and you want to change your number over to your Utilita Mobile, please call our Customer Services Team on 500, or 0330 0585 508 from an alternative phone, and provide us with the PAC Code along with your mobile number. The PAC Code is valid for 30 days. If your PAC Code has expired, and you still want to transfer your number, you will need to ask for a new one from your existing service provider.

  • How do I contact Utilita Mobile customer services?

    Dial 500 from your Utilita Mobile, or 0330 0585 508 from an alternative phone, to speak to our Customer Care Team.

  • How much does it cost to call Utilita Mobile customer service line?

    Calls to our Customer Care Team are free when calling 500 from your Utilita Mobile SIM. If you are calling from a landline you may be charged in line with your network's charges.

  • When can I speak to Customer Services?

    Our customer services lines are open Monday to Friday 8am - 8pm and Saturday 8am - 5pm

  • Will my handset use mobile data abroad and will I be charged for this?

    Yes, you will be charged for using mobile data abroad. We recommend turning off your mobile data before you leave the UK, or disabling Data Roaming in your handset's settings. The prices for data usage change depending on the location you are in, so we advise you to check our roaming rates before you travel. Please note that certain handsets use mobile data to send and receive messages, which will not be delivered or received if your mobile data is switched off.

    Be aware that some smartphones use mobile data to update and download information in the background even if you're not using an application or browsing the internet.

    You can see the full breakdown of our roaming charges here - alternatively dial 789 when abroad to find our roaming charges."

  • Where can I find Utilita Mobile prices?

    Standard Prices for our Pay as You Go service can be found here.

  • How can I activate the Data service on Utilita Mobile?

    To activate your mobile data you will need to top up your SIM or download the Utilita Mobile app over WIFI. You can switch your data off at any time by going into the Settings section on your phone, the button will usually look like this

  • How can I check my Utilita Mobile network coverage?

    You can check if we provide coverage in your area through our coverage checker tool here.

    Please note that there may be variations in coverage which are not displayed on the map. This may be due to work being carried out in your area.

  • What happens if my new Utilita Mobile SIM has not arrived?

    We aim to deliver SIMs within 3-5 working days. However, if you have not received your SIM within this time please call us on 0330 0585 508 - make sure you have your full details to hand including your address.

  • What shall I do if I lose my Utilita Mobile SIM?

    If you lose your Utilita Mobile SIM Card, you can order a new SIM card with the same mobile number by calling our Customer Services Team from an alternative phone on 0330 0585 508.

    N.B. Ordering a replacement SIM with the same cannot be done via the website.

  • Will my Utilita Mobile SIM ever expire?

    If you haven't used your SIM card for 6 months, it will expire along with any unused credit and your Utilita Mobile Service will be disconnected along with the loss of your Utilita Mobile number.

  • What SIM sizes do you provide?

    Our SIMs are 3-in-1 - Mini, Micro and Nano.

  • Is 4G available with Utilita Mobile?

    Yes, 4G is available on Utilita Mobile at no additional cost.

  • What do I do if my new Utilita Mobile SIM doesn't work in my handset?

    When inserting your SIM for the very first time, it can take some time for the network to appear. Don’t worry, give it a couple of hours. We also recommend switching the phone off and back on again to kick start. Full activation can take up to 24 hours. Some features such as voicemail and data can take longer to activate.

    If your Utilita Mobile SIM still isn't working in your handset, it could mean that your handset is locked to a different network. If this is the case, it will usually say 'Invalid SIM', ask for a 'network key', or give an error message. If your handset is locked to another network, you will need to contact your original network and ask them to unlock your handset.

    If you call our Customer Services Team on 0330 0585 508 from an alternative phone we’ll guide you through what you need to do.

  • How does Utilita Mobile Pay As You Go work?

    Our Pay As You Go service allows you to make calls/texts and use data providing you have topped-up your account balance prior to using the service. Your Pay As You Go account balance can be used for calls, texts and data within the UK or for international and roaming usage. Your Pay As You Go account unused credit/refund expires if you don’t use it for 6 months. You will need to Top-up whenever your account balance runs low.

    If you run out of credit, your phone will not work except for emergency service numbers.

  • How much can I top up on Utilita Mobile?

    Top-up from as little as £5.00 at any Paypoint/Payzone retailer by asking for a Utilita Mobile top-up voucher and online at mymobile.utilita.co.uk and on the My Utilita app. The maximum balance allowed on your SIM is £150 at any one time.

  • How do I top up the PAYG account balance on my Utilita Mobile SIM Card?

    You can top-up 4 ways: via our Utilita Mobile app, online here, or in a shop displaying the PayPoint or Payzone sign.

  • How can I check my account balance?

    To check your remaining balance text BALANCE to 1250.

  • I have lost my top-up code, what do I do?

    App/Online portal
    Don't worry all your top-ups made through this method are saved on our systems. If you are concerned your top-up hasn't gone onto your SIM, and you can't find your email receipt, please call our customer service line on 500 from a Utilita Mobile or 0330 0585 508 from an alternative phone.

    PayPoint/Payzone

    If you top-up using a PayPoint or Payzone terminal you will be provided with a receipt which has your top-up code printed on it.

    When you buy a top-up by this method, unlike the App and Online portal, the top-up is not linked to your current SIM. This means that if you lose your voucher you may not be able to claim this top-up or money back.

    We recommend that you use the code you have purchased immediately to prevent losing it.

    If you have lost your top-up code, please call our customer service line on 500 from a Utilita Mobile or 0330 0585 508 from an alternative phone.

  • What is a bundle and how can I subscribe to one?

    A Bundle is a combined offer of minutes, texts and data for a fixed cost. Bundles usually only last 1 month at a time, any unused allowance is lost after the month runs out.

    We offer a range of great value 30-Day Bundles to suit every customer. The Bundles start from as little as £5 per month. A full list of 30-Day Bundles available can be found here.

    Before subscribing to a 30-Day Bundle, it's important to ensure you have enough credit on your SIM, as the cost of the 30-Day Bundle will be deducted from it immediately. Once you've topped-up, you are ready to select a 30-Day Bundle.

  • What are the Standard Prices on Pay As You Go?

    Our UK Standard Rates for calling a landline or mobile is 10p per minute, 10p per text and 1p per 1 MB for data. To see all our rates, click here.

  • What numbers are included in my bundle allowances?

    Your Bundle minutes can be used to call any UK mobile (on any network), or any UK landline phone beginning in 01, 02 or 03 (excluding Isle of Man and Channel Islands). Your texts can be used to message any mobile phone on a UK network. Please note that non-geographical numbers, international numbers, and roaming usage (if you are outside of the EU) are not included and picture messages (MMS) will be charged. You can see the full list of charges here.

  • What calls are not included in my 30-Day Bundle allowances?

    Your Utilita Mobile Bundle minutes cannot be used to call the following numbers:

    1. Non-geographic numbers, e.g. numbers beginning in 0845, 0870 etc
    2. Calls/texts to/within Isle of Man and Channel Islands
    3. Premium rate numbers, e.g. numbers beginning in 09, 070
    4. International calls
    5. Calls from abroad if you are in the UK

    To make and receive these calls will use credit from your SIM balance, rather than your bundle. You may find you need to top up more frequently if you are making or receiving these types of call or texts.

  • Can I have more than one 30-Day Bundle subscription at a time?

    No, you wont be able to have more than one 30-Day Bundle at one time. You're also not able to add another 30-Day Bundle if you exhaust your current bundle within the 30-day period. You can purchase an extra data only bundle which will last 30-days to add after you have used your data in your 30-Day Bundle. You can see a list of all 30-Day Bundles here.

  • Will my bundle allowance roll over if I don’t use it within 30 days?

    No, any unused minutes, texts or data at the end of the 30-Day period will expire and not roll over.

  • How can I check my remaining balance and 30-Day Bundle allowances?

    You can check your account balance by texting BALANCE or BAL to 1250, alternatively dial *125#.

    You can check what allowance you have left in your 30-Day Bundle by texting BUNDLE to 1250.

    You can also check your bundle allowances and your account balance by logging into the Utilita Mobile App, or online portal located here.

  • What bundle offers do Utilita Mobile Offer?

    Visit our Bundles page here.

  • What are the SMS short-codes to set up and check your bundles?

    To set up your bundle text xxxx - To check your bundle, text BUNDLE to 1250.

  • Can I still use Utilita Mobile when abroad?

    Yes you can make and receive calls with your Utilita Mobile when abroad, However there may be a charge. When you arrive at your destination, simply turn on your handset or activate data roaming and your phone should automatically connect to our local partner network abroad. Once you are connected to the local partner network abroad, you will be able to use calls, texts and data. When calling the UK, remember to dial +44 or 0044, and enter the number you wish to dial without the first 0. For example, 0700 900 284 becomes +44700 900 284 or 0044700 900 284.

  • Can I top-up my Utilita Mobile when I'm abroad?

    We would advise trying to top-up before you leave the UK. However, if you find yourself running low on your account balance, you can top-up via debit/credit card online at mymobile.utilita.co.uk or via the app.

  • Do you offer roaming, and can I use my Bundle when abroad?

    We do offer roaming. Remember to be sure you have enough on your account balance to cover the roaming charges. In the EU you can use your Bundle allowances as if you were in the UK, if roaming outside of the EU then the following charges apply:

    Zone 1 EU
    Zone 2 Other Europe and USA
    Zone 3 Australia, Canada, China, Israel
    Zone 4 Medium Zone A
    Zone 5 Medium Zone B
    Zone 6 Rest of the World
    Zone 7 Exceptional

    Outgoing Calls
    Zones 1 2 3 4 5 6 7
    1 £0.10 £0.15 £2.50 £2.50 £2.50 £2.50 £5.00
    2 £0.10 £0.15 £2.50 £2.50 £2.50 £2.50 £5.00
    3 £2.50 £2.50 £2.50 £2.50 £2.50 £2.50 £5.00
    4 £2.50 £2.50 £2.50 £2.50 £2.50 £2.50 £5.00
    5 £2.50 £2.50 £2.50 £2.50 £2.50 £2.50 £5.00
    6 £2.50 £2.50 £2.50 £2.50 £2.50 £2.50 £5.00
    7 £5.00 £5.00 £5.00 £5.00 £5.00 £5.00 £5.00

    Incoming Calls
    Zones 1 2 3 4 5 6 7
    Per Minute £0.00 £0.10 £0.80 £0.80 £0.80 £0.80 £1.00

    SMS
    Zones 1 2 3 4 5 6 7
    Outgoing (Per SMS) £0.10 £0.10 £0.40 £0.40 £0.40 £0.40 £0.40
    Incoming (Per SMS) £0.00 £0.00 £0.00 £0.00 £0.00 £0.00 £0.00

    Mobile Data
    Zones 1 2 3 4 5 6 7
    Per MB £0.01 £0.15 £7.50 £7.50 £7.50 £7.50 £12.50
  • How can I check my Account Balance abroad?

    While in the EU or outside the EU, you will be able to check your balance by texting BALANCE or BAL to 1250, alternatively dial *125#

  • Where can I find more information about roaming?

    Our code of practice on roaming can be viewed here:

  • Will I get charged for calling or texting internationally while in the UK?

    Yes, you'll be charged for using your phone to call or text from the UK to another country. Utilita Mobile Bundles do no include international calls or texts, so you will need to top up before your can make these calls or texts. Our International Charges are as follows:

    Charges
    Calls (Per Minute)
    Zone 1 Ireland £0.15
    Zone 2 Europe £0.20
    Zone 3 Asia and Pacific £0.25
    Zone 4 USA £0.15
    Zone 5 Middle East £0.25
    Zone 6 Rest of the World £1.00
    SMS (Per Message) £0.10
    MMS (Per Message) £0.25

Get in touch.

Need to get in touch? Email us at:

Need to send something to us? Write to us at:

Utilita Mobile,
Hutwood Court,
Chandlers Ford,
Eastleigh,
SO53 3QB

Can’t find an answer? Speak with one of our advisors over the phone.

Or dial 500 from your Utilita Mobile - easy!

apple iphone x

Get the app!

Manage your account and top-up on the go with the brand new Utilita Mobile app!

smile kiss happy emojis