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Help and Support

Network support

Network support

What to do if you’re having problems with network coverage, and find out what could be the cause.

Have you tried our hints and tips?

If you’re having signal problems, check for issues in your area using our handy live status checker or My Network app.

If the status checker isn’t showing any issues in your area, try the following:

  • turn your phone off and on again to refresh your network connection
  • toggle your flight mode on and off
  • go to your phone settings and choose the O2 network manually
  • try using your phone in a different area
  • try your sim in a different O2 phone
  • try a different O2 sim in your phone.

If your sim works in another phone, your phone could be faulty. Use our online troubleshooter to diagnose the problem. Prefer to speak to someone? Make an appointment with an O2 Guru.

What could affect my signal?

We know how important our network is to you and we always do our best to keep you connected. To keep improving our network, occasionally we have to carry out essential work, which may cause some problems. There are also other factors that could affect your signal.

House

Buildings

Your signal will always be stronger outside. When you’re inside, signal strength will vary depending on the type of building you’re in.

Phone

Problems with your phone

Your signal might be worse if your battery is low, or if you’re due a software update. You won’t be able to get signal if your account has been suspended.

Location

Location

The closer to a mast you are, the stronger your signal will be. Things like trees and hills will also play a part.

Sun and umbrella

Bad weather

Sometimes signal can be affected by extreme weather conditions, like strong winds or flooding.

Open window

Temporary structures

If there’s a crane or scaffolding around, you might find your signal is worse than usual in a certain area.

Spanner and screwdriver

Maintenance

We occasionally have to carry out some work on our network, this might cause some problems with your signal.

Tried everything and need more help?

If you’re still having problems, get in touch and our helpful advisors can look into it for you. 

Find out more about our award-winning network.

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’s voluntary Code of Practice on Traffic Management Transparency. To find out more about our traffic management policy, take a look at our KFI (Key Facts Indicator).

I don’t have 5G signal

We’re in the process of rolling out 5G across the UK. Take a look at our coverage checker to find out where 5G is currently available.

Find out more about 5G.

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