They won’t start the process because no one there knows how to deal with the family visa.
You just go round in circles through the canal único de comunicación they just keep telling me I need to go through RADEX which is totally incorrect.
I went down to migraciones the other day to try to find someone who knew what to do, after again going round in circles finally got to someone who seemed to know what was needed. She said I need to ask for a cita for DNI por acto consular through canal único de comunicación. I Did that and got a copy and paste answer that I needed to go through RADEX!!
I just gave up now and have paid a lawyer to do it. It seems that if you don’t have the email address of the correct person in DNM you can’t actually do it.