Joining Utilita Mobile

• How can I get started with Utilita Mobile?

  Utilita Mobile is exclusively available to Utilita Energy customers. Use your Customer Reference Number or energy top-up card number to order your FREE Utilita Mobile SIM using our online sign-up form.
  
  Your Utilita Mobile SIM will be delivered to your preferred delivery address within 3 working days. To activate, simply insert the SIM into your device and dial 501. If you want to keep your old number, no problems - follow the instructions here.
  
  Remember, if you don't use your SIM card within 3 months of receiving it, the SIM will expire along with any unused credit. Your Utilita Mobile service will also be disconnected, and you will lose your mobile number.

• How does Utilita Mobile Pay As You Go work?

  Our Pay As You Go service allows you to make calls, send SMS texts and use data, providing you have topped-up your account balance prior to using the service. You will need to top-up whenever your account balance runs low.
  
  Your PAYG account balance can be used for calls, texts and data within the UK or for international and roaming usage.
  
  Please note, any unused credit will expire if you don’t use it for 6 months. Any refunds will also expire if not used within 6 months.
  
  If you run out of credit, you will not be able to make outbound calls (except for emergency service calls), send SMS messages, or use mobile data.

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

  Of course! You will be able to transfer your current mobile phone number to Utilita Mobile. To do this, you will need a PAC Code which can be requested from your previous provider, or simply text PAC to 65075 from your old SIM to receive your PAC code by SMS. The code will expire within 30 days, if you do not use it in this time you will need to request a new code. Please check the guidance from your previous provider, as you may be required to provide your date of birth to receive your code.
  
  Once received, use our online form to let us know your code and the number you would like to change to. Alternatively, call 500 using your Utilita SIM, or 0330 0585 508 from an alternative phone. Provide your PAC code along with the mobile number you want to use.
  
  Please have your Utilita Mobile number for your new SIM, the number you want to switch to and your PAC code to hand.

• Where can I find Utilita Mobile prices?

  Outside of our great value Pay Monthly Plan rates; Calls are charged at 8p per minute, Texts are charged at 8p each (to UK landlines starting with 01/02/03 and UK mobiles), Data is charged at 1p per 1MB.
  
  Check out our Pay Monthly Plans to find the best deal for you.

• How do I activate my SIM card?

  Your Utilita Mobile SIM will be delivered to your preferred delivery address within 3 working days.
  
  Once you've received your SIM, simply insert in your device and dial 501 to activate it. If you want to keep your old number, no problems - follow the instructions here.

• How can I manage my account?

  You can manage your account through our mobile app or online portal
  The app is compatible with iOS and Android devices, download here
  
  To create your account :

  1. Enter your Utilita mobile number in the Utilita mobile app or portal, you will then be sent a verification code
  2. Enter the verification code
  3. Confirm your details and create a password
  4. Accept our app terms and conditions.

  
  Please remember, the Utilita Mobile app and portal is separate to My Utilita. You will need to create a new account for Utilita Mobile. your login details for My Utilita will not work with Utilita Mobile.

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

  Your PAC code will allow you to keep your phone number when you change from your old provider to Utilita Mobile. The code will consist of three letters and six numbers e.g ABC123456. To transfer your number, fill out our online Porting form here, or contact our Customer Services Team by calling 500 using your Utilita SIM, or 0330 0585 508 from an alternative phone.
  
  The PAC code will expire within 30 days, if you do not use it within this time, you will need to request a new one by texting PAC to 65075 using the SIM from your previous provider.
  
  If you are unsure of your current pre-payment credit balance, or if you are on a monthly contract and not sure of your contract end date, contact us by texting INFO to 85075. We'll respond by SMS with your balance and contract details.

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

  Your STAC code will allow you to cancel your contract and phone number with your previous provider. The code will consist of six numbers and three letters e.g 123456ABC. To start the cancellation process contact our Customer Services Team by calling 500 using your Utilita SIM, or 0330 0585 508 from an alternative phone.
  
  The STAC code will expire within 30 days, if you do not use it within this time, you will need to request a new one by texting STAC to 75075 using the SIM from your previous provider.
  
  If you are unsure of your current pre-payment credit balance, or if you are on a monthly contract and not sure of your contract end date, contact us by texting INFO to 85075. We'll respond by SMS with your balance and contract details.

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

  You may find your previous provider has 'network locked' your device. A PUK code (Personal Unlocking Key) will allow you to unlock your phone. If you are asked for a PUK code when using your Utilita Mobile SIM, please contact your previous provider to provide this code - please be aware this may incur an administration charge.

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

  We recommend you register your details using the Utilita Mobile app as soon as you start using your Utilita Mobile SIM. You can manage your account, see your balance and top-up on the go using the app, available on iOS and Android. Simply connect to WIFI to download and register, alternatively you can register online here

• Can I order more than 1 Utilita Mobile SIM?

  Yes, you can order up to 5 Utilita Mobile SIMs per household. Additional SIM’s will be in the name of the main account holder. If you need to call, the main account holder will need to give permission for us to provide any information.

• Is 5G available with Utilita Mobile?

  5G will be coming soon to Utilita Mobile. Currently, 4G is available at no additional cost

• Do you offer Roaming packages?

  Yes, please browse our roaming offers here

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

  We aim to deliver SIMs within 3 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 Utilita Mobile number & your address.