help

frequently asked questions

🚀 joining honest

Switching your number, tied into contracts and referring friends

🤦 tech issues

Data, hotspot and logging in

📱 plans and pricing

Changing plan, multiple SIMs, data, handsets and hotspot

💷 bills and payments

Direct debit, viewing your bills and billing queries

🤑 loyalty discount

What is it? How quickly does it increase? What happens when I change plan?

✈️ going abroad

EU roaming, calling abroad and Smart Travel

🤳 network technology

5G, WiFi calling, data speeds, Smart Signal, eSIMs, Apple watches and signal boosters

🦸 tech for good

carbon negative, B Corp, carbon capture technologies, and tree planting

can’t find what you’re looking for?

No problem, just send us a message we’ll be happy to help.

joining honest

how do i join honest?

To join Honest Mobile, first order your SIM on our website. When your SIM arrives, download the app, confirm which plan you want and activate your SIM. You can then use the app to transfer transfer your number – if you want to.

how do i transfer my number?

To transfer your number you’ll need a PAC (porting authorisation code) from your current mobile network. To get one text PAC to 65075 – it’s free. You should have the code within 60 seconds and it will be three letters followed by six numbers – ABC123456.

Enter your PAC code into the Honest Mobile app as part of the activation process – and choose the day you would like your number to transfer. It has to be a working weekday, and can normally happen the next day as long as you provide your transfer details before 5:30pm.

On the day of your transfer we’ll send you a reminder it’s happening. At some point during the day, your old SIM will stop working and your new Honest Mobile SIM will start working with your new number. 

how long does it take for my number to switch?

Transferring your number from your old SIM to your new Honest SIM is normally instant but it can sometimes take a couple of hours to switch. So please choose a day when using your mobile phone is not critical – it’s less than 1% of cases but good to bear in mind!

i'm tied into a contract, can I still join?

Yes of course, but, there is normally an early termination fee so please make sure you check this first. Text “INFO” to 85075 (it’s free) to find out how long you have left on your contract and whether you have an early termination fee. 

Or enter your email on our homepage here and we’ll send you a reminder to sign up to Honest just before your contract expires!

how do i refer a friend?

Refer a friend and you’ll both receive a free month with Honest. Unlimited referrals means unlimited free months. Head to the rewards section of the Honest app to find your referral code and easily share it with friends. 

tech issues

how do i log into my account?

You can log in to your account using our Honest Mobile App or at https://my.honestmobile.co.uk 

Remember to use the same email address you used when you bought your SIM.

my data isn't working?

Sorry to hear that! Don’t worry – there are a few steps to get it back up and running:

  1. Check your settings on your phone to make sure data is turned on
  2. If your data is on, try restarting your phone
  3. If that hasn’t worked, please check your APN settings for android and for iOS
  4. If that still hasn’t worked, please log into the app and send us a message on instant chat and we’ll help you get up and running again
what are APN settings?

If your data isn’t working you might need to check your APN settings – follow these guides to do that for android and for iOS

how do i set up hotspot?

Follow these steps to activate personal hotspot/tethering for Android and iOS.

how do i listen to voicemail?

To access your voicemail dial 121 from your phone

how do i turn or or turn off my voicemail?

To turn on voicemail call 1211. To turn off voicemail call 1210.

calls aren't coming through to my voicemail?

Sorry to hear that! If calls aren’t going through to voicemail please dial ##002# to reset your call diverts and then 1211 to reactivate voicemail

how do i use WiFi calling?

WiFi calling isn’t currently available but we’re excited to launch native WiFi calling very soon – at the end of summer 2021

can i remove content restrictions from my sim?

Yes, you can. You’ll have to make a £1 credit card payment to prove your age, this will be credited to your next bill. 

how do i block or report phishing messages?

Report them to the National Cyber Security Centre by forwarding any suspicious messages to 7726.

plans and pricing

what plans do you have?

We have 3 different plans:

  • 4GB – £15 /month
  • 10GB – £20 /month
  • 40GB – £25 /month

All plans have the following features:

  • 30 day rolling plan
  • Unlimited calls to standard UK numbers
  • Unlimited texts to standard UK numbers
  • Personal hotspot with no usage restrictions or speed limits
  • Free EU roaming
  • Bill cap to stop overspend
can i change my plan?

Absolutely! All our plans are flexible. You can change your plan anytime you like using the Honest Mobile app. On the homepage tap the second row which is your monthly cost and select the tariff you’d like to upgrade or downgrade to. 

can i add more than one SIM to my account?

Yes you can! Open the Honest Mobile app and on the bottom left tap add a SIM. You can add as many SIMs as you like and pick the tariff once the SIM has arrived. 

can i do data sharing across multiple SIMs?

Yes, you can! You just have to let us know and we’ll enable it for you. Send us a message via the chat box in the corner.

how much is data usage outside my plan?

You can use as much data outside your plan as you want! But, you will have to pay for each MB you use. All our customers set a bill cap when they set up their SIM so you never go beyond a certain amount. 

how long is your minimum contract?

The minimum contract with Honest is 30 days, you can leave anytime you like. But, you will be given a 30 day notice period with a final billing.

does data rollover?

No data doesn’t rollover. But our smart notifications will let you know if we think you’re on a bigger plan than you need to be.

is personal hotspot restricted?

No personal hotspot/tethering is unrestricted – you can hotspot to anything you like!

do you offer an unlimited plan?

Unfortunately, we don’t offer an unlimited plan yet but, we’re looking into this for the near future. 

which numbers get extra charges (premium numbers)?

Non-geographic/service numbers (starting 08, 118 or 09).

Calls to numbers starting 0800 and 0808 are free for anyone to call.

The charge for calls to service numbers starting 0843/4, 0871/2, 09X  are split into two elements

We charge 21p per minute plus; 

A service charge (set by the company you’re calling – they’ll tell you this).

do you sell handsets?

No, we don’t sell handsets, we’re a monthly SIM-only contract provider. You can buy a Fairphone from us though, the world’s most sustainable handset, or check out Reboxed and Raylo for recycled sustainable phones. 

bills and payments

what day of the month is my direct debit charged?

We’ll charge you on or around the 14th of every month.

what day will i receive my bill?

You’ll receive your bill on the 5th of the month

what do i do if my bill is wrong?

If you think your bill is wrong, please contact us by email (contact@honestmobile.co.uk) or send us a message via the chat box on the right hand side of this page – our team will be with you in under 30 seconds! 

can i change my direct debit date?

Unfortunately not. All our members pay on the same date.

how do i view my bill?

You can view your bill in the app under the account section (bottom left) and we also send your billing information to your email address. 

how do i update my direct debit details?

You can change your direct debit details in the app under the account section (bottom left).

how does my bill cap work?

Once you’ve finished your data allowance, you’ll be charged for using the data beyond that amount. The cap stops you from spending too much money on data. For example, if your cap is £5, you will only use £5 worth of data outside your allowance.

how long is your minimum contract?

The minimum contract with us is 30 days, you can leave anytime you like. But, you will be given a 30 day notice period with a final billing.

loyalty discount

how does the loyalty discount work?

We’re really proud of our loyalty discount – it means for every month you’re with Honest your plan goes down.

Our loyalty discount increases by 5% every year – capped at 30%.

how quickly does my loyalty discount increase?

Your loyalty discount increases each month at a rate of 5% per year.

do I keep my loyalty discount when I change plan?

Yes of course! You can upgrade, downgrade and you’ll still have your discount. 

does my loyalty discount apply to all my SIMs?

The loyalty discount on each of your SIMs ticks up separately

does my loyalty discount apply to bolt-ons?

Your loyalty discount doesn’t apply to our bolt-ons like smart travel, it’s only applied to our monthly plans.

does my loyalty discount apply to usage outside my plan?

Your loyalty discount can’t be applied to usage outside your plan, it’s only applied to our monthly plans.

going abroad

what do i need to do if i'm going abroad?

If you’re travelling within the EU, you can roam freely and use your normal data allowance.

When travelling outside the EU, you have the option to switch on Smart Travel. Smart Travel gives you a certain amount of data, calls and messages, for a fixed daily price. 

If you choose not to use Smart Travel, you’ll be charged at our standard international rates.

do you have free EU roaming?

We don’t just have free EU roaming, we have free EU roaming forever! Each package we offer includes EU roaming. Please check the countries where we have EU roaming here 

how does smart travel work?

Smart Travel gives a specific amount of minutes, messages and data for a fixed price each day. You’ll only be charged if you make a call or send a message on that specific day.

Pricing varies for different countries. You can find our pricing here.

how much does it cost to call international numbers?

All the costs of calling numbers abroad can be found here

who are honest mobile's roaming partners?

You can check our partners on the price pages here

network technology

which network do you piggyback on?

We piggyback on Three’s network – we’re not owned by Three we just use their masts.

what's my signal like with Honest?

If you want to check the signal in your area simply click here

do you support 5G?

We’ll be launching 5G at the end of Summer 2021 🚀 We chose to piggyback on Three because of their incredible 5G offering – more usable 5G than any other UK network and it’s 100MHz! Bring on super-speedy streaming and near-instant downloads!

do you support 4G?

Yes, we support 4G data. We don’t currently support VoLTE or the 800MHz spectrum used by Three. These will be coming at the end of Summer 2021.

do you support 2G?

No. If you have a 2G only phone, unfortunately Honest Mobile won’t work with your handset.

do you have WiFi calling?

We’ll be rolling out native WiFi calling very soon – at the same time as 5G at the end of summer. WiFi calls are all made at UK rates so this means calls from abroad will normally be included in your monthly allowance 🥳

what connection speeds do you offer?

We support 4G on the UK’s best network for data. In real-world testing, this means your speeds will be up to 50Mbps under normal conditions. Sometimes they’ll be faster, sometimes they’ll be slower. This is plenty fast enough for streaming 4K content. We take advantage of every speed jump available and when 5G is launched more broadly we’ll be offering 5G connectivity too.

do you allow hotspot?

Absolutely! Tethering is supported on all our plans and is included at no extra cost.

do you offer eSIMs?

We don’t offer eSIMs at the moment but it’s something we’re looking to offer soon.

do you support Apple watches?

We don’t support the 4G Apple Watch at the moment. When Apple opens up its supply chain we’ll be delighted to. For the moment though it’s not an option.

do you offer signal boosters?

Yes we do – get in touch to order one 

do you offer smart signal?

At the moment we’re focused on launching 5G. We hope to roll out Smart Signal 2.0 really soon!

tech for good

what does carbon negative mean?

Carbon negative means that we take out twice as much carbon from the air as we create. We do this for every call you make, text you send and selfie that you take as well as the emissions from the manufacture of your phone and everything we do here at Honest HQ. Read more about all our sustainability work here.

didn't you used to be carbon netural?

Yes! Now we’ve gone even further! We’ve always aimed to build sustainability into our business 💪  Since the beginning we have offset all calls, texts and data made using Honest’s network. Then in August 2020 we went fully carbon neutral as a business – we have always taken responsibility for our carbon footprint and planted trees to offset it 👣

but offsetting isn't the answer!

We completely agree! That’s why on top of being the world’s first carbon negative mobile network we donate 1% of our revenue to plant trees for all our customers with 1% for the Planet. Customers can track how many trees they’ve planted in the Honest Mobile app 🌳

We’re always looking for ways to reduce our emissions- sign up to our newsletter or follow us on social media to keep up to date with our sustainability journey 🍃

what carbon capture technologies do you use?

We have invested in BioChar, Direct Air Capture and tree planting to doubly offset our carbon footprint. Read more about all our sustainability work here.  

where is the honest forest?

The honest forest is made up of all the trees we plant with the donations we make to 1% for the Planet and TreeSisters. The honest forest is all over the world – Colombia, Brazil, Madagascar…

what is a B Corp?

A B Corp is a new kind of business – one that balances purpose and profit. To be a certified B Corporation you have to legally change the objectives of your company to consider the environment, suppliers, employees and customers 🏆

We think business should be a force for good. For us, being a B Corp means doing the right thing for people and the planet in every decision we make. It means that we have a ‘triple bottom line’ – our goal is not only to make a profit but also look after people 🧕 and the planet 🌎

We’re excited to be the first UK mobile network to be a certified B Corporation 🎉

Being a B Corp is great news for our customers too as it means we’re legally obliged to consider you as part of our decision-making process. The B Corp certification is a stamp of approval from an independent body that shows that we’re doing what we say we do and we’re committed to continually improving 🏅

when did you certify as a B Corp?

We certified as a B Corp in 2020. Andy and Josh used B Corps principles to build the employee culture and policies at Honest HQ – and it shows. Everyone’s happy as Larry. Whoever Larry is! 

what is 1% for the planet?

1% for the Planet is a global network of businesses and NGOs fighting the climate crisis. The organisation was set up to sniff out and fight greenwashing. The certification is given to businesses and individuals that have committed to donating 1% of annual revenue to environmental causes. Our donations are helping us to plant One Million Trees with TreeSisters.