Contact Family First Customer Service

Customers often reach out to telecommunication companies regarding:
- Account and login issues
- Billing/ Payment issues
- Refunds
- Technical issues
- Installation issues
- Cancellation
- Service transfer issues
- Internet services
- Phone services
- TV services
- For the adequate resolution of the issue at hand, you may be required to provide certain documents and information as discussed below.

Refunds and payments issues

Some of the most common refund and payment issues that customers reach out to telecommunication companies regarding include wrongful billing, request for refunds due to poor service delivery, difficulty making payments, and unauthorized charges.

For assistance with paying your bill, you will need to provide:
- your account number;
- invoice for the particular period;
- payment method.

Some companies mail monthly bills to their customers while others provide an invoice in the customer’s online account. If the problem is with your payment method, you will be asked to contact your card issuer or payment method provider.

If you notice a disputable transaction, call the customer support of your telecommunications company immediately. Some companies have an option where you can select the particular transaction and report it, while in other cases, you need to contact customer service with evidence of the transaction e.g transaction history page with the particular payment highlighted or circled.

Visit the transactions or order history page and download or take a screenshot of the particular transaction and provide it to the customer service representative. In the cases of wrongful billing or double charges, the company may immediately approve a refund to your payment method.

Otherwise, contact your credit card issuer or payment method provider to request a chargeback. You will be required to provide:
- proof of the transaction;
- proof that the service provider was not helpful e.g notes taken during phone call or email correspondence with a customer representative from the service provider’s company

Account set up, activation, and login issues

For telecommunication services such as broadband and fiber connection, you will need to ascertain that the service is available in your location. Contact the given company’s customer support with your specific address to find out whether you are eligible and the necessary documents for sign up.

On the other hand, for phone services, a PIN is sent to your phone number or email address that you use to activate your prepaid account.

Similarly, most home phones and internet routers come with a serial number or ticket number that you use to activate the gadget. On the supplier’s website, there is usually an equipment registration or activation feature where you enter the serial number or ticket number. In most cases, to stay active, you need to pay the monthly installments on time.

Blocked accounts/devices or suspended services

Customers often block or suspend their telecommunication devices or accounts if the gadget gets lost or stolen or if they will not be using the service for an extended period. You log in to your account and choose to suspend, block, or deactivate under account settings. However, to reactivate or lift a block, you may be required to verify your identity by:
- providing an ID photo;
- answering questions about your account.

Installation, service transfer, and technical issues

Most telecommunication companies communicate about pre-planned or ongoing service disruptions on their website. If your area is experiencing a disruption, callt customer service with details of when the blackout started and your location. In case of technical issues that are unique to you, you may be asked to produce a maintenance report to help troubleshoot the issue.