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Calling and texting

Voicemail is available to all of our customers. You set up voicemail by dialling 222 on your mobile phone and following the voice prompt instructions. On most handsets, you can also access your voicemail by holding down the number 1 key. We suggest you set a PIN (Personal Identification Number) on your voicemail service.

Your voicemail can store a maximum of 50 messages, up to 8 minutes each. New messages are stored for 21 days or, after listened to, they can be saved and stored for 7 days.

Accessing your voicemail will cost you 1p per minute. If you would like to turn your voicemail off, you can simply dial ##002# and press call. If you would like to turn it back on again after turning it off, you will need to go into the handset's call settings and set the divert on busy, no answer or unavailable to +447953222222.

You can fully disable the voicemail service via your 1pMobile Account Network Settings page. However, please be aware that we may not be able to retrieve this service once it has been fully disabled.

A full map of the voicemail menu is below:

Main menu

  • 1 - Listen to messages
    • # - Call return - you can call the person who left the message at your standard call rate
    • 1 - Listen again
    • 2 - Save - save the message for up to 21 days
    • 3 - Delete
    • 4 - Receive the caller's number as a free text message
    • 5 - More options
      • 1 - Hear options available when listen to a message - forward, rewind, skip etc
      • 2 - Send a reply
      • 3 - Forward a copy - you can send a copy of the voicemail to another mobile number
      • 0 - Help
  • 2 - Greetings
    • 1 - Record a personal greeting to be played when people leave a message
    • 2 - Select the standard greeting with the option to record your name
    • 3 - Set up a temporary greeting
    • 0 - Help
  • 4 - Settings and features
    • 1 - Missed call alert options
    • 2 - New message alert options
    • 3 - PIN options
    • 4 - Remote access alerts
    • 5 - Record and send a message to another mobile number
    • 6 - Group list
    • 0 - Help
  • 0 - Help

If you need to access your voicemail from another phone (landline or another mobile) make sure you have set up your voicemail PIN (Personal Identification Number) beforehand.

To access your messages dial your own mobile number and let the call go to voicemail. As soon as you hear the greeting press the * key. You will then be asked for your PIN number and will have full access to your voicemail box

You can also access your voicemail by dialling 07953222222 (+447953222222 if abroad) from any landline or non UK mobile, and follow the voice prompts. You will need to enter your mobile number and your PIN to retrieve your messages.

Outside the UK and the EU, you will incur roaming charges when someone leaves you a voicemail message and you will also be charged for listening to your messages. So, if it is not essential that you receive voicemail whilst you are away, we recommend you turn it off before you leave.

You can turn off your voicemail by dialling ##002# and pressing call. If you would like to turn it back on again after turning it off, you will need to go into the handset's call settings and set the divert on busy, no answer or unavailable to +447953222222.

If you need to leave your voicemail box on, make sure you have set up your voicemail PIN before you travel. You will need to dial +447953222222 when your away, as dialling 222 may not work. You will need to enter your PIN to retrieve your messages.

By default, your phone cannot make calls to high rate premium rate numbers. However, you can easily enable the 'Premium rate calling' facility on your Network settings page.

Premium rate numbers are deemed to be calls costing in excess of £2.50 per minute, or texts where a chargeable reply is received. They usually start with 09 for calls and a short code of five digits for a text.

The cost of calling premium rate numbers consists of two parts - 1pMobile's access charge (5p a minute) and a service charge set by the organisation you are calling. The company you are calling must state the charge on all of their literature and on their website.

For more information, please visit our Tariff and charges page. To find out the minimum and maximum charges of calling a particular number, you should visit this Ofcom page.

By default, you cannot make calls to numbers containing adult content. If you wish to be able to make such calls, you can enable the 'Premium rate calling' facility from your Network settings page.

Once enabled, these calls will be charged at a higher rate than calls to UK landlines and mobiles. Please visit our Tariff and charges page for current prices and for more information.

Before you travel abroad.

By default, roaming (using your phone abroad) is enabled in your account network settings. 

Connecting to a foreign network

Your phone will then automatically search for local networks where you are abroad. You may also need to turn roaming on within your phones settings.

You may need to manually search for a network. Select any network with good signal strength. Please see your phone manual for instructions on these steps. You may also need to switch your phone off for 15 minutes, and then on again to finally connect. 'Switching off' means powering off, (not just setting the screen lock.)

Some phones with Android OS may show available networks as 'forbidden.' You should try selecting the network until your phone finally accepts a connection.

Costs when roaming on a network within the EU.

Roaming usage in the EU/EEA now costs the same as in the UK, but please see our tariff page for full details. Please be aware phones can connect to networks across borders. Setting your phone to manually search for networks will let you decide before selecting a network.

Costs when roaming on a network outside the EU.

Different prices apply depending on which country you are visiting outside of the EU, and will be more expensive than using your phone in the UK. Please visit our Tariff and charges page for current prices.

Voicemail when roaming on a network outside the EU.

Outside the UK and the EU, you will incur roaming charges when someone leaves you a voicemail message and you will also be charged for listening to your messages. So, if it is not essential that you receive voicemail whilst you are away, we recommend you turn it off before you leave. Please visit our Tariff and charges page for current prices.

If you want to disable the roaming facility, then you have to disable it from your Network settings page. 

Please make sure you enable roaming in your account before you travel abroad. If you enable roaming while abroad, it may take up to 24 hours for your phone to be registered across the roaming platforms in Europe. It may take 48 hours for other foreign networks. 

Data Boosts

Data Boosts cannot be used outside of Europe.

Using the internet when roaming

For details on Using the internet when roaming abroad please see here

By default, the international calling facility is disabled. If you do want to use this facility you can enable it from your Network settings page. Once enabled, international calls will be charged at a higher rate than calls to UK landlines and mobiles. Please visit our Tariff and charges page for current prices. Enabling international calling allows you to make calls from the UK to other countries, it does not enable you to use your mobile outside the UK. To do this you will need to enable roaming.

Text messaging (SMS) is available to all 1pMobile customers and the service is automatically enabled as soon as you join. However, sometimes it may be necessary to update the message centre number stored in your handset. For instance, when you transfer your telephone number to 1pMobile from another network.

In this case, you must ensure that your message centre number is listed as +447958879879. This will enable you to access our network and SMS platform to send and receive text messages, both in the UK and abroad. Please refer to your mobile phone instruction manual on how to update your message centre number.

When looking at your mobile phone you may have noticed some letters and numbers next to your signal strength indicator. Here's a brief overview of what these symbols mean.

  • G – Referred to as second generation (2G) mobile technology, G stands for GPRS (General Packet Radio Service). It is the slowest and oldest form of data connectivity (providing up to 114Kbits per second) and is typically only used if the phone can’t find anything faster due to interference or location issues.
  • E – The letter E stands for EDGE (Enhanced Data Rates for GSM Evolution), which is also known as Enhanced GPRS. This technology lies somewhere in between 2G and 3G technology, providing typical speeds between 120Kbits and 384Kbits per second.
  • 3G – 3G stands for third generation and offers double the performance of EDGE, providing data transfer rates of between 384Kbits per second and 2Mbits per second.
  • H – H stands for HSPA (High Speed Packet Access). It is an enhanced form of 3G technology, providing higher data transfer rates than the basic 3G. HSPA boasts potential speeds of between 600Kbits per second and 10Mbits per second.
  • 4G – Now covering a large portion of the UK, 4G – which stands for fourth generation – is now the standard data connection type. Offering speeds of up to 100Mbits per second, but generally speaking at 20Mbits per second, 4G connection can work as good as, if not better than, a Wi-Fi (WiFi) connection.

This setting is between your phone and the network.

To change the setting dial the following code as though you were making a phone call.

**61*+447953222222*11*XX# where XX is the number of seconds before the call is sent to voicemail. This can be any number from 5 to 30 in increments of 5. i.e. 5, 10, 15, 20, 25 or 30.

For example, to increase the time to 30 seconds before the call is sent to voicemail you would enter:

**61*+447953222222*11*30#

If you have activated within the last hour please wait a little longer because activation may still be in process. Dial 150 to check your SIM is active and your first top-up has been added to your phone.

  1. Please check the SIM is correctly fitted in your phone.
    Dual SIM phones need to have our SIM in slot 1 until it’s activated. We have found on a number of handsets that data is not supported in slot 2 but please refer to your manual.
  2. Is your phone unlocked? If you are unsure about this please contact your prior network, or wherever you purchased your phone. If your phone says the SIM is invalid it is most likely that the phone is locked to another network.
  3. Please turn your phone off, wait 15 minutes, and then turn it on again.
  4. Please perform a manual network search. our network is listed as either '1pMobile', 'EE', 'Club', 'Orange', 'Plus' or 'T-mobile' For instructions on how to do a manual search please see your phone manual or search online.
  5. If you are able to make calls/ texts but cannot access the internet please check the APN (Access Point Name) settings on your phone are as follows:
    • Name: 1pMobile
    • APN: data.uk
    • User: user
    • Password: one2one
    • Type: CHAP

    You may need to add an APN with this information. For instructions on how to do this please see your phone manual, search online or contact us with your phone make and model.

This issue is caused as there was an un-actioned voicemail notification on your phone before one of the following:

  • Your 1pMobile SIM was inserted; or
  • The porting of your number from another provider occurred; or
  • A replacement SIM was activated for your mobile number,

Until your phone can make a successful call to a voicemail platform and get the corresponding signal that the mail box is empty then the phone will continue to display the message waiting indicator.

To clear the indicator, please make sure that voicemail is active in your account. If it is not active, please activate and wait for 30 minutes for the mail box to be setup.

Please then call your mobile from another phone and leave a message.

Please then dial 222 from your 1pMobile phone. To hear/clear the messages use option 2 and select to listen to message(s), delete any that are there until the system to tells you there are no more messages.

Once this is done, your phone will think the indicator has been actioned and clear it.

Once the indicator has gone, if you no longer wish to have the voicemail function you can then login to your account and disable it with your phone in the correct state.

1pMobile fully supports Google/Android chat.

What is Google/Android Chat - Rich Communication Services (RCS)?

RCS allows you to send emojis, images, videos, web pages and use group messaging from a phone's built-in messaging app. Messages are sent by a data connection rather than an MMS.

When you see this feature in your phone message app, it'll be called chat messaging, or chat features. Think of it as a text message, but better. Using regular texts, you can only send words, while with RCS you can use your data connection to send emojis, images, videos, copies of web pages and even use group messages, all from your main messaging app.

How can I get it?

Your messaging app might already support it, so it's worth checking the listing on the Play Store or directly with the developer of the app you're using if you don't use the default one. If you don't have a compatible app, Google's Messages app might be suitable. Once you have a compatible app, you might need to turn chat messaging on in the settings of the app.

Who can I message?

Anyone else who's also using chat features. If you try to message someone who's not got chat features turned on, then you'll send a regular text message or MMS picture message instead. Your app will show you what kind of message you're sending at the time.

How much will it cost?

These messages go through your data connection, so aren't charged individually. For most people, the data that RCS uses won't be noticeable - it's comparable to other messaging apps, and won't cost much at all - and should be free if connected to WiFi. It's difficult to give an exact figure, though, because it depends on the messages sent and how someone uses it - bigger photos will use more data, for example.

Chat messaging requires a data connection. In the UK, it will cost the same as other mobile internet usage, and outside of the UK, the usual roaming rates will apply.

How does it work in the background?

Every so often, the service will ping our network to keep your messages up to date, much like other messaging apps. We would recommend monitoring your phone for data usage to make sure you're happy with your spend, and using your phone's built-in data management features to make sure it works as you need it to.

Lastly, In situations where members try and send an RCS message and it doesn't quite make it through, your phone will try and send it as a regular text message or MMS picture message - if it does, then it will come from credit at our PAYG rate. You can control if you want this to happen in your messaging app once you have chat messaging turned on.

Will my phone be compatible?

You will need to turn on relevant settings on their compatible handset to use the service. Most Android phones running Android 8 or later have the option. If your chat app is not a compatible messaging app you should be directed to download a compatible messaging app from the Google Play Store.

What about my old messages?

If you switch on RCS your phone/app will tell you that 1pMobile provides these services, and you can carry on your conversations where you left off. All your regular text message threads will still be available too.

I can't see how to turn it on. What should I do?

When we launch, we'll be rolling it out in waves, so not everyone will have it enabled at the same time. This is so that we can test it and make sure it's working properly so that any unlikely issues can be fixed before they affect every member. If your phone and messaging app are compatible, you'll be on the list and will have chat messaging enabled soon. Make sure you've updated your phone, check in your messaging app's settings, and give your phone a quick reboot if it's not showing up and should be.

It's not working for some of my contacts. Why?

Both people need to have chat messaging turned on for this to work. If they don't, then your messages will send as regular text messages or MMS picture messages. Your friend might have it turned off, or they might not have a compatible phone or app yet.

To add a voicemail PIN (Personal Identification Number) for accessing your messages from another phone:

  • call your voicemail (hold down the 1 key on your handset)
  • if you have messages saved, you'll be played them right away. To go to the main menu press *
  • select option 3 - settings and features menu
  • select option 3 - change your PIN
  • select option 1 - add a PIN
  • follow the prompts. A PIN can be from 4 to 10 digits in length.
  • when you enter a PIN of your choice, press # to save

If you have any trouble doing this, please contact us and we'll be able to help.

Your phone should have options to specify how and when calls are diverted to your voicemail.

If your phone does not have menu options for this you can use the following codes to control the diverts.

You dial the following as if making a phone call

Divert All calls to voicemail

  • Set: **21*+447953222222#
  • Cancel: ##21#
  • Query: *#21#

Divert on No Answer

  • Set: **61*+447953222222#
  • Cancel: ##61#
  • Query: *#61#

Delay nn seconds: max 30 seconds, in 5 second increments

  • Set: **61*+447953222222*11*nn#

Divert on Unreachable

  • Set: **62*+447953222222#
  • Cancel: #62#
  • Query: *#62#

Divert on Busy

  • Set: **67*+447953222222#
  • Cancel: ##67#
  • Query: *#67#

Cancel All

  • ##002#

Diverting calls to other numbers

Please note: With 1pMobile, like all pay-as-you-go mobile services, it is not possible to divert calls to any other number other than to voicemail platform at +447953222222. This restriction is in place as there is a possibility of a breach of personal data if your service does not have sufficient credit for the divert to be applied (or your credit runs out during the diverted call). The caller would hear the announcement rather than you, the service holder.

If you require the facility to divert calls to another number then you will need to obtain a post-pay (contract) service from an alternative provider.

1pMobile and all other telecom companies have a legal obligation to allow these texts to be sent to your phone, we cannot block them and we cannot refund your money, the money refund would need to come from the company that originated the text message, if you can prove you didn't sign up for the texts, they also must stop sending them if requested.

Some rogue apps will sign you up for these sort of texts or sometimes a website hides the fact in their small print when they ask you for the phone number.
It is also possible said the rogue company claim people clicked on an advertising link that automatically subscribes you to such a service.

To complain about these text messages and charges please refer to the Pre-paid Services Authority (PSA): https://psauthority.org.uk/for-consumers/unexpected-phone-charge

There is also a handy article here at the Citizens Advice website: https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/complain-about-a-premium-rate-phone-charge-or-text-message/

How long can a text message be?

Text messages or SMS (Short Message Service) is designed to send short messages between mobiles. In most instances, these are limited to 160 (or 140 characters in the USA). However, most mobiles will take longer messages and split them into segments.

If your phone splits a message into multiple segments you may get charged for each segment, depending on your phone, the network receiving the message and the recipients type of phone.

You can see how many segments each of your SMS have in your usage, and each will have a separate charge. The time between segments is usually 2-3 seconds.

Emojis & special characters matter

Characters outside of the standard A-Z character set (like e.g. emojis, accented letters, Chinese, Japanese, Korean, Arabic characters) are automatically encoded by your phone. These special character uses more bytes per character, limiting you to 70 characters per segment.

iPhone and Smart Punctuation

Are you using an iPhone? Text segmentation has become an issue worldwide with some of the latest iOS 11 updates. Please ensure that you have turned off Smart Punctuation; in the keyboard settings. If this is on and you use an apostrophe, dashes or quotes then the phone splits the message into 70 character chunks rather than 160. Smart Punctuation can also cause data inputting issues on various websites and web forms.

International calling Zones

International zone 1


International zone 2

Canada, US Virgin Islands, USA


International zone 3

Australia, New Zealand


International zone 4

Afghanistan, Albania, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia Herzegovina, Botswana, Brazil, British Virgin Isles, Brunei Darussalam, Burkina Faso, Burundi, Côte d’Ivoire, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Cuba, Cyprus (North), Democratic Republic of the Congo, Diego Garcia, Djibouti, Dominica, Dominican Rep, Dutch Antilles, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, French Polynesia, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guam, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Libya, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Oman, Pakistan, Palau, Palestinian Authority, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Republic of the Congo, Reunion Island, Russia, Rwanda, Samoa, Sao Tome & Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Africa, South Korea, South Sudan, Sri Lanka, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin/Maarten, St. Pierre & Miquelon, St. Vincent & the Grenadines, Sudan, Suriname, Swaziland (Kingdom of eSwatini), Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis and Futuna, Yemen, Zambia, Zimbabwe


International zone 5

Aeroplanes, Cruise ships, Italy (Telecom Italia Maritime), Malta (Vodafone Malta Maritime), Maritime, Maritime Services, Non-Geographic (Transatel), Norway (MCP), Satellite including - Cruise ships, Switzerland (OnAir), UAE (Thuraya)

Roaming zones

When using your mobile outside the UK, you are roaming. Roaming charges are applied to these locations depending on which roaming zone they are in.

Roaming zone 1

Austria, Azores (Portugal), Balearic Islands (Spain), Belgium, Bulgaria, Canary Islands (Spain), Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland (Republic of), Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira (Portugal), Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovak Republic, Slovenia, Spain, Sweden, Vatican City


Roaming zone 2

Andorra, Canada, Faroe Islands, Switzerland, USA


Roaming zone 3

Australia, New Zealand


Roaming zone 4

Afghanistan, Albania, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia Herzegovina, Botswana, Brazil, British Virgin Isles, Brunei Darussalam, Burkina Faso, Burundi, Côte d’Ivoire, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo (Dem Rep of), Cook Islands, Costa Rica, Cuba, Cyprus (North), Diego Garcia, Djibouti, Dominica, Dominican Rep, Dutch Antilles, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, French Polynesia, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guam, Guatemala, Guiana, Guinea, Guinea Bissau, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Libya, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Oman, Pakistan, Palau, Palestinian Authority, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Reunion Island, Russia, Rwanda, Samoa, Sao Tome & Principe, Saudi Arabia, Senegal, Serbia & Montenegro, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Africa, South Korea, South Sudan, Sri Lanka, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin/Maarten, St. Pierre & Miquelon, St. Vincent & the Grenadines, Sudan, Suriname, Swaziland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, Uruguay, US Virgin Islands, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis and Futuna, Yemen, Zambia, Zimbabwe


Roaming zone 5

Airlines, Italy (Telecom Italia Maritime), Malta (Vodafone Malta Maritime), Maritime Services, Non-Geographic (Transatel), Norway (MCP), Satellite including - Cruise ships, UAE (Thuraya)

Android

In most android handsets, you can manually update the mobile number in the phone settings. If this option is locked or unavailable, please contact our customer services team who will happily assist you. Please note that this is aesthetic and should have no bearing on the number routeing from the SIM.

iPhone

In most iPhones you can manually update the mobile number in the phone settings under the 'phone' category. This is normally labelled as 'my number'. If this option is locked or unavailable, please contact our customer services team who will happily assist you. Please note that this is aesthetic and should have no bearing on the number routeing from the SIM.

If you have accessed any messaging apps before the port completed such as Google/Android Chat, Whatsapp, iMessage among others; you will likely need to update the mobile number that is assigned to the service. This is likely to be necessary as the app may pre-register with the original mobile number for the SIM card instead of your newly ported number. You can update this in the app settings and is not something caused by your 1pMobile SIM or service.

What is Wi-Fi calling?

Wi-Fi calling allows you to use a Wi-Fi network to make and receive phone calls, rather than using the traditional mobile network.

This benefits those in poor signal areas, such as rural villages and underground stations, as you'll be able to harness the power of available Wi-Fi networks to stay connected.

It's not just calls that are supported though, you can also send and receive texts.