Code of Practice

On this page you'll find general information about us, the services we offer and how to get in touch with us. In this code of practice we tell you about your rights as a UK mobile customer as well as your responsibilities when joining us. And we explain our commitment to you as a customer.

We always strive to deliver the highest standards of service possible. Apart from anything else, it simply makes good business sense. So one of the main reasons for publishing this code is to assure you of our good intentions and explain clearly what you can expect from us. There's another reason, too. Legally, we have to provide certain information to meet the requirements of the communications regulator, Ofcom.

We hope that we've made this code as clear as possible. If not just get in touch and we'll be happy to run through things.

We also produce supplementary codes on specific services and other mobile issues; if you want a copy of our codes or more general information please visit our website.

Who we are and what we offer

Mobytel is the trading name for Moby Mobile Limited. We are a UK mobile virtual network operator; our head office is in London, UK.

Our virtual network imply advance technology to deliver you the very best in mobile communications, incorporating voice, video, text and data services.

Our Commitment to you

Customer Services

We want to give customers a great service so we are always looking for ways to improve. However, if you feel we are not achieving this, please contact us. We want to deliver a service that you use, enjoy and value. That's why we provide clear, concise answers to questions, publish information that is relevant and easy to understand at, respond as quickly as possible to any concern you may have and put you in control of your account with Mymoby account.

Contacting us couldn’t be simpler. You can get in touch with us via email, phone, or send us a letter.


You'll find lots of useful information about our services at

By online form or email

You can contact us by emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it.

By phone – PAY AS YOU GO

In the UK, you can call free from your Mobytel mobile on xxx.

You can also get in touch from abroad by calling +44 xxxx xxx  xxx - calls are charged at the current roaming rate.

By phone – Business customers

In the UK, you can call free from your Mobytel mobile on xxx.

You can also get in touch from abroad by calling +44 xxxx xxx xxx - calls are charged at the current roaming rate.

BY Email – Quick Response

Email at: This email address is being protected from spambots. You need JavaScript enabled to view it.

By phone from a non Mobytel mobile

Customer can dial xxxx xxx xxxx (033no’s) (calls are charged at your standard rate).

Price Plans & ways to pay

We aim to be highly competitive when it comes to our rates. Our prices vary depending on the plan you choose. The most up-to-date prices are always available on our website and through authorised retailers.

Some SIM Only Pay Monthly plans have a minimum term of one month and then continue to “roll” until you terminate these SIM only contracts at any time by giving us one month’s notice.

Pay As You Go Top-up vouchers can be purchased from a range of outlets across the UK. If you register a credit or debit card, you can also top up using Mymoby online, Mymoby on your handset, and by calling xxx free from your Mobytel. Further details on how it all works are available at

Number Portability:

If you're a new customer to Mobytel, you might want to move your existing mobile phone number to us. You can do this in three easy steps:

1. Contact the customer service group of your old service provider and ask for a PAC (Port Authorisation Code). Your old service provider must give you the PAC, or a reason why it cannot be issued, within 2 hours of your request. Usually your old service provider will be able to provide your PAC over the phone or by SMS, and may also follow this up in writing.

2. Once you have your PAC, you need to give it to us before we can move your number. You can give us your PAC over the phone by calling xxx from your Mobytel mobile, or by calling 0111 111 1111 (Your standard call charges will apply). Your PAC is valid for a period of 30 calendar days and your request must be submitted to Mobytel within that time. If you don't give us your PAC within that time, you'll need to ask your old service provider for a new one.

3. If you ask for your number to be moved before 5pm Monday-Friday (excluding bank holidays), it should be moved during the next working day. If you ask to move your number outside of these times, we'll process your request as soon as we can on the next working day, and let you know when your number will be moved.

Remember that if you transfer your number whilst you're still in the minimum term of your contract with your old provider, you may be liable for payments under that contract. However, you are entitled to request and receive your PAC at any time regardless of any payments that may be due to your provider under your contract.

If you are a Mobytel customer and you want to move your number to another service provider, you should call us and ask for a PAC. Your PAC will be valid for 30 calendar days. You'll need to give your PAC to your new service provider to move your number to that network. If you don't use your PAC within those 30 days, you'll continue to receive and be charged for services from Mobytel.

Keeping you up to date

We use customer bills, leaflets, emails, letters, text, picture and video messages to keep you up to date with our news, services, products and exclusive deals. The latest Information is also available online at our website.

Your privacy

We'll only use your personal information in accordance with our Privacy Policy and relevant UK data protection and privacy legislation. You’ll find our Privacy Policy on our website and in our Terms and Conditions. An up to date copy of our Privacy Policy can be viewed at and Terms and Conditions can be viewed at

By agreeing to the terms of our Privacy Policy, you give us permission to collect information about how, when and where you use our services. With your consent, we may from time to time contact you for marketing purposes and share your information with members of the Mobytel group – but not with anyone else. If we collect sensitive information, we'll seek your permission first before sharing it.

Subject to your preferences and only where you have given us permission, we may enter your name, address and telephone number in a publicly available directory enquiry service or by a licensed third party operator such as BT.

For further information, or answers to queries, please send an email to: This email address is being protected from spambots. You need JavaScript enabled to view it.

Our Network reliability

The network may cease to function if there is a power cut or failure that affects the Mobytel network. These failures may be caused by reasons outside our control. There can also be instances where service has to be stopped for a short period while essential maintenance is carried out. We try to keep these periods as infrequent and brief as possible and try to warn you if we think you will be affected.

Emergency Services

You can make free calls to emergency services from your Mobytel mobile. When you’re outside of coverage on our network, your phone will try to locate another mobile network so that you can make emergency calls.

About this code

We review and update it regularly to make sure that it meets current requirements. If you've got a question about our compliance with this code, please email to: This email address is being protected from spambots. You need JavaScript enabled to view it.

Fair use policy

This fair use policy is a very general allowance for those who want to use Mobytel services for personal reasons.

The fair use applies to calls, text and data allowances with our terms and conditions so the customers can get the very best value from Mobytel.

The word UNLIMITED calls, text and data are used subject to fair use policy and a strictly available only to non-commercial customers.

Formula for fair use policy is calculated as follows:-

  • Fair use means that the total cost of the service you use does not exceed our low-low cost published rates calculated over 3 months period.

Mobytel may withdraw the services at its sole discretion if the fair use policy is not adhering to without notice or it may decline to renew or provide service on unlimited service basis.

Use of our service is subject to the pay as you go terms and conditions and bundles terms and conditions.

Mobytel reserves the right to amend terms and conditions from time to time as well as tariff for its services. All changes in terms and conditions and pricing are published on our website and your continue use of the service effectively means you acknowledge and accept those changes.   


If you have any questions or concerns about this policy please contact our customer services team.






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