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FAQ's
- How do I set up Face Recognition?
- How do I set up a SIM card lock on my phone?
- How do I set up and enable Smart Lock on my phone?
- How do I set up a screen lock for my phone?
- What are the security options on my phone?
- How do I view/change permissions to allow or block an app’s access to information?
- How do I enable Google's "Find My Device" feature?
What is real-time text (RTT) with calls? How do I enable it?
Real-time text (RTT) lets you use text to communicate during a phone call. RTT works with TTY and does not require any additional accessories. You can place a call with RTT, or you can switch from voice to RTT during a call.
- Note: This information may not apply to all devices. If you are unable to make and/or receive RTT calls on your handset, please contact Customer Support. RTT uses call minutes, just like a voice call. Some of these steps may only work on devices running Android 7.0 and later.
To turn on RTT, follow these steps:
- From the main screen, tap the "Phone" icon.
- Tap the "More" icon, indicated by 3 vertical dots.
- Tap "Settings."
- If necessary, tap "Accessibility."
- Tap "Real-time text (RTT)" to toggle the slider to the "ON" position.
- Note: If the slider is not displayed, tap "Real Time Text" for more options. Then, tap the "Always visible" slider to the "ON" position.
Helpful?
FAQ's
A Personal Unlocking Key (PUK) may be used as a way to unlock your SIM card in the event that you accidentally lock yourself out of your phone using the phone's native security features. PUK codes are separate from phone PINs or Passwords.
Call customer support for instructions on how to retrieve your PUK code.
If you enter your code incorrectly too many times, you will be permanently locked out of your SIM card and will require a new one.
Use our automated assistant to quickly resolve this issue.
There are a few reasons why you might not be able to make or receive calls.
- Minutes or Service Plan has expired
- A weak or no signal
- Airplane Mode is on
Minutes or Service Plan has expired
If your minutes or your service plan has expired, you will need to add time/services back to your phone before you will be able to make receive calls.
If you're not sure, click Check Usage / Due Date below to use our automated system.
If you've recently refilled services, or reactivated your phone, it could take a few minutes for our systems to update.
You can try turning Airplane Mode on for a minute and then turning it back off. This sometimes works to re-register the phone and SIM to our network.
Does your phone appear to have a weak signal or no signal at all?
Please try moving to different locations to see if the signal strength improves.
Have you tried to remove and reinsert your SIM card?
Please try removing your SIM card and reinserting it to see if you are able to make and receive phone calls.
If you are still experiencing issues with making and receiving calls, there are several ways that we can assist you with further troubleshooting.
Use STAR (our automated assistant) to quickly resolve this issue.
Or Call our Customer Care Center (1-877-430-2355) from another phone so that a representative can assist you.
For assistance with the APN configuration for your phone, please go to https://www.myfamilymobile.com/apn and enter your phone number. Follow the directions on that page.
Use our automated assistant to quickly resolve this issue.
VoLTE (Voice over LTE) is a technology that provides voice service for your phone. Some benefits of VoLTE include:
- Calls use more advanced LTE network services.
- Provides superior voice quality
- Allows you to browse the Internet and use data-driven apps while on a call.
NOTE: VoLTE is not available on all devices, networks, or in all areas.
By default, your phone is set to automatically choose the best available network. If your phone is not connected to a network, you may be in an area where service is not yet available or you may also be in an area with poor wireless coverage.
NOTE: Steps and options may vary depending on your device model, Android version, and available services. For Devices supporting 5G, VoLTE is automatically enabled as it is required for 5G.
To verify your network options, follow these steps:
- From the main screen, slide the screen up to display your apps.
- Locate and tap the "Settings" icon.
- Tap "Connections" or "Network & Internet"
- Tap "Voice Networks" or "Mobile Networks."
- Then, Set the VoLTE toggle to "On."
You can turn select phones into a Wi-Fi wifi ® hotspot, allowing your Wi-Fi wifi enabled devices to connect to the internet using your mobile data connection. To enable this feature from the main screen, follow these steps:
- If Wi-Fi wifi is enabled on your phone, turn it off by sliding the status bar down from the main screen. Tap the " Wi-Fi wifi " icon to turn it off, then return to the Home screen.
- From the main screen, locate and tap the "Settings" icon.
- If necessary, tap "Connections" or "Network & internet."
- Tap "Hotspot & Tethering," "Mobile Hotspot and tethering," or "Tethering."
- Locate and tap "Mobile Hotspot" or " Wi-Fi wifi Hotspot."
- Tap the slider at the top of the screen to turn this feature "On."
- Instructions for connecting other devices to your hotspot will display on your screen, including the network name and password. You will now be able to connect your devices to this network just as you would any Wi-Fi wifi network.
To change the network name or password, follow these steps:
- Tap the appropriate text field and enter the desired network name or password.
- Note: Changing the password will disconnect any users currently connected to your personal hotspot.
- Tap "Save."
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