Broadband and landline

Help with your broadband and landline

Mobile Broadband

Find out how to solve some of the most common issues that could occur with your mobile broadband connection.

O2 network

Network speeds

What can I do to improve my Mobile Broadband speed?

  • If you're a Windows user, make sure you're running our latest Connection Manager software.
  • Go to Tools > Help > About and check that the version number is 3.4 R1 98. If not, you should upgrade.
  • Use the wifi network wherever possible, this is faster and won't use up your data allowance.
  • You may also have older versions of 'firmware' on your USB modem. Check you have the most recent update.
  • If you know you're in a 3G area, you can tell O2 Connection Manager to only connect to 3G (normally it connects to the strongest signal).
  • Choose Profiles from the tools menu, then move the Profile O2 UK (3G only) up the priority list with the Move Up button until it’s above O2 UK.
Remember if you move outside a 3G area, your O2 Connection Manager won’t be able to connect.

I can't get connected to the O2 network

I've changed my dongle for a new model and I can't find the O2 data network – what’s wrong?

  • Remove your dongle and exit Connection Manager by clicking on the ‘x’ on the home screen.
  • Launch Connection Manager by clicking on the icon on your computer’s desktop. Go to the Tools menu and click on ‘Install the USB modem’.
  • When instructed, plug in your modem and click ‘OK’. After a few moments O2 UK should appear as an available network.
Note: If this doesn't work, exit Connection Manager again and remove your dongle. Re-insert your dongle and wait for Connection Manager to launch. After a few moments you’ll be able to see the O2 UK network.

I can't get connected to the O2 data network even though I've installed Connection Manager – what’s wrong?

Here are the things you can check to help you get connected.
  • Check your O2 USB modem has the sim card in place and be sure you're using the O2 USB modem and not another device.

  • Are there any lights working on the USB modem? If not, unplug it and choose Tools > Install USB modem. Plug the modem in again when instructed. Wait a bit and go to Show Available Networks to see if O2 UK is displayed. If you’re using the Novatel 930D modem and you have a flashing red light, or one of our Huawei modems and see a double green flashing light that continues flashing for more than 30 seconds, you may have a sim card or coverage issue. Try removing the sim card from the device then re-inserting it, taking care to insert it the correct way.

  • The USB modem could have frozen in flash drive mode instead of Modem mode. This can happen if the modem is unplugged part way through a connection attempt. Go to Start > My Computer (using Windows XP) or Start > Computer (using Windows Vista) and right click on the modem. Then click Eject. Then re-insert and try again.
If you're still having trouble, call us free on 0800 977 7337.

I can get connected, but then my connection seems to drop or freeze – what’s wrong?

If you're experiencing drops or your connection is freezing it may be caused by low signal or the firmware on your dongle.

Try moving the computer to another location to see if the problem persists. If it does, you may need to upgrade your firmware.

Can I get connected to Mobile Broadband without having to plug in the dongle?

To connect to the O2 data network for Mobile Broadband, you need to have your USB modem plugged into your computer.

You don't need to have your USB modem inserted to connect to a wireless network, for instance your Home Broadband network.

Auto-install doesn't seem to work – what can I do?

If the auto-install facility doesn't work (usually as a result of 'permissions' set on your laptop), you can easily start the installation manually from My Computer.
The modem will be detected and presented as a temporary drive. You can then double click on the O2 icon and the Connection Manager software will launch.

Moving minimum system requirements for O2 Mobile Broadband

What are the minimum system requirements for Windows?

  • Windows: XP Service Pack 3 (32 bit)
  • Vista Service Pack 2 (32 & 64 bit) Windows 7 (32 & 64 bit)
  • Intel Processor: 500Mhz and above
  • System Memory: 128MB (XP) or 512MB (Vista)
  • Hard Disk Space: 150MB, RAM: 1GB
  • Internet Explorer 6.0 Service Pack 1 or higher
  • Video: 256 colours and 800x600 resolution
  • Please note Windows 2000 is not supported. You will need to upgrade to one of the operating systems above to use O2 Mobile Broadband.
  • Mac: Mac OS X: 10.4 or higher
  • Hard Drive Space: 64MB
  • RAM: 1GB

What are the minimum system requirements for Macs?

MAC: Mac OS X: 10.4 or higher
Hard Drive Space: 64MB
RAM: 1 GB

Using wifi

How do I switch between mobile and wifi?

Wifi is a type of network that allows you to connect to the internet wirelessly. It’s generally the fastest network you can connect to over Mobile Broadband.

Connection Manager automatically prompts you to connect to the fastest available network (mobile broadband or wifi).

To switch network:

  • first disconnect from the network you’re using by opening Connection Manager and clicking disconnect.
  • Then go to show available networks and double click on the network you want.

What wifi security options does Connection Manager support?

Connection Manager supports the main authentication and encryption wifi security options including WEP, WPA and WPA2.

How do I switch on wifi?

There’s usually a button or switch on your laptop that you should use to switch on wifi. It’ll look something like this:

usingwifi
What’s a hotspot?

A wifi hotspot is an internet access point in a public location such as a café or hotel where you can connect to the internet.

How do I transfer my existing wifi profiles?

Make sure you're running our latest Connection Manager software.
Go to Tools > Help > About and check that the version number is 3.4 R1 98. If not, you should upgrade.

If you have previously used the Wi-Fi management software on your laptop or PC, then you can import your profiles into Connection Manager.

  • Go to Tools and then Options then Import Windows Profiles.
  • Then click Next and Finish.
  • Connection Manager will import the network names and security keys and store them as profiles.

wifiprofiles
I can't connect to my home wifi router since I loaded Connection Manager – what can I do?

You need to use Connection Manager to connect to your router. Make sure you're running our latest Connection Manager software.

Go to Tools (Spanner) > Help > About and check that the version number is 3.4 R1 98. If not, you should upgrade. Choose your dongle and follow the instructions.

If you've previously used the wifi management software on your laptop or PC, then you can import your profiles into Connection Manager.

  • Go to Tools and then Options then Import Windows Profiles.
  • Then click Next and Finish.
  • Connection Manager will import the network names and security keys and store them as profiles.

Can I use my O2 USB modem in my PC?

Yes, but remember that it needs to be in an open position to ensure optimum coverage.

Can I use my O2 USB modem in other laptops?

Yes, but you'll need to install Connection Manager on the other laptop before you use it.

Also, your data allowance remains the same, so whichever laptop you use with your USB modem it will count towards your allowance.

How do I transfer my existing wifi profiles from Windows?

Make sure you’re in range of your preferred wifi network and be sure to have the security key available if needed

  • Click on Available Networks
  • Highlight the name of your wifi network and double click
  • Enter the security key details
  • Connection Manager will store your profile and automatically connect you to it whenever you’re in range.

Can I update the hotspot directory while connected over VPN?

No.

You need to connect to the internet directly (using wifi or the O2 Data network). You may need to configure your internet settings too as your browser may only be configured to work through your Company LAN.

To bypass this:
Go to Tools > Internet Options > Connections > LAN Settings and make sure none of the boxes are ticked. Don't forget to ok the changes.
Try going to a common website like www.o2.co.uk. Once connected to the internet you can download the latest Hotpsot Directory using Tools > Hotspot Directory > Update Directory.

Can I get connected to Mobile Broadband without having to plug in the dongle?

To connect to the O2 data network for Mobile Broadband, you need to have your USB modem plugged into your computer.

You don't need to have your USB modem inserted to connect to a wireless network, for instance your Home Broadband network.

How do I connect to a new wifi network?

If you want to connect to another wifi network:

  • Click on the Available Networks’option in Connection Manager.
  • Highlight the name of your chosen network and then click Connect.
  • If you’ve connected to that network before then Connection Manager will connect you immediately. If you haven’t connected before then you’ll be prompted to enter your security key (the WEP key on the back of your router).
Once you’ve connected for the first time, Connection Manager will store your new profile and you can connect to it whenever you like.

How can I get Windows to take control of wifi?

If you prefer to manage wifi this way, exiting Connection Manager (Tools > Exit) will hand back control of wifi to Windows. The Exit button will be greyed out until any existing network connectivity has been disconnected.

If Windows doesn’t take control of wifi within a minute or two then right click on the wifi icon in the system tray and choose ‘view available networks’. Choose ‘Change advanced settings’ and then the ‘Wireless Networks’ tab and make sure the ‘Use Windows to configure my wireless network settings’ option is ticked.

If there’s still a problem, go to Start > Connect to > View all connections and right click Wireless Connections. Try disabling and re-enabling the wifi. If this fails try 'Repair'.

Can I use wifi abroad?

Yes.

But it's not included in your monthly subscription.

To search for a wifi service, click the ‘Available Networks’ option in Connection Manager.

Once you have connected you should open your internet browser and you'll be taken to a landing page from the wifi provider. You might have to pay to use the service.

Using Connection Manager

I've been prompted to upgrade my Connection Manager software. Should I upgrade?

Yes, you’ll need to so that you can keep up with any new features and improvements.

I keep getting a UAC error message when Connection Manager is loading – what should I do?

User Account Control (UAC) is a feature in Windows Vista that helps prevent malicious programmes from damaging your computer. You’ll need to disable it before you can install Connection Manager.

  • Go to Start > Control Panel > User Accounts and Family Safety > User Accounts.
  • In User Accounts, click Turn User Account Control on or off.
  • Un-tick the option to turn it off and click OK.
  • You'll be prompted to reboot your laptop for the changes to take effect
Once you've installed Connection Manager follow these steps again to switch UAC back on again.

How do I install the USB modem?

Plug the USB modem into any of the USB ports on your laptop.

The first time you insert the modem, Connection Manager will install automatically.
If it doesn't, it’s probably because of the permissions that are set on your laptop.

To start the installation manually:

  • Go to Start > My Computer (using Windows XP) or Start > Computer (using Windows Vista).
  • Your laptop will detect the modem and show it as a temporary drive.
  • Go into the temporary drive and double click on the O2 icon - the Connection Manager software will launch.
To set up on a Mac, insert the USB modem and follow the onscreen prompts to install the Mac drivers.

Choose your dongle and view your user guide for the instructions.

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