Help and Support

Network and signal problems

Network and signal problems

If you're experiencing signal or network issues, TU Go and O2 Wifi can help you get online.

With TU Go, Pay Monthly customers can make and receive calls, text messages over wifi, which can be useful when you have a coverage problem, or no signal.

We also provide thousands of free O2 Wifi hotspots all over the country, for you to use when you're out and about.

Network problems

If you've got a problem with coverage in your area, you can use the live status checker to see if there’s a network issue. There could be a number of reasons for problems with the network, including planned maintenance, bad weather or vandalism.

You can also download and use our My Network app (if you have an iPhone or Android) to check the coverage and tell us about any problems.

Occasionally your phone might pick up a faulty connection in the network, which might impact the voice quality. If this happens, just hang up, and re-dial.

If there isn't a network problem, or you continue to have a faulty connection, contact us so we can look into it.

Signal problems

Sometimes when you're talking and on the move, your phone switches between masts. This generally happens smoothly, but every now and then the call gets disconnected. When you call back you'll be connected to the mast that's in your range and the signal will be working again.

If this happens when you’re not moving, it usually means the phone is on the edge of a coverage area or the problem is at the other end.

Different phones have different size and shape antennas, so it's possible that two phones may show different levels of signal, even if they're on the same network. If your friends are on a different network, their network might be using a mast that is closer than one of ours.

Because mobile phones work using radio signals, sometimes a small change in your position can affect the signal. If you find this is happening a lot, your phone might be faulty and you should contact us.

Straight to voicemail

If the mobile network can’t find your phone to connect an incoming call, it will go straight to voicemail. This can happen when there is a loss of signal or if the mast you’re connected to is congested with other calls.

If the problem continues, check your network and phone settings, to make sure you haven’t got your phone set to divert all calls. Otherwise you should contact us.

Delayed text messages

Sometimes there are more texts being sent than the masts in the area can process, so your messages might take longer than usual to arrive.

This tends to happen if you’re in a crowded place such as a football stadium or a festival, or if it’s a busy time of year, like Christmas or New Year, when lots of people are trying to send texts at the same time.

If it's happening where or when you think it shouldn't, you can contact us and let us know about the issue.

When you don't have signal for a while, your messages can't be delivered. This means that when you do get signal, they all come through at once.

Traffic management policy

Traffic Management is the range of technical practices used to manage data across networks.

Our network is a shared resource, so we use Traffic Management to maximise performance and deliver the best quality of experience to our customers.

To make sure our customers are clearly informed about this, we support the Broadband Stakeholders Group voluntary Code of Practice on Traffic Management Transparency.

For further details of our Traffic Management policy, please see our KFI (Key Facts Indicator)

Was this information helpful? Yes | No

Thank you for sending your feedback.

Topics from O2 Community

Can't find what you're looking for?

Give us a moment

We're just checking to see if there's an available agent.

Live Chat - Busy

All our agents are currently busy, please try again later.

Live Chat - Offline

The service is currently offline.