Skip to main content
Blue background

Help and Support

Network support

Network support

What to do if you’re having network issues and what might be causing the problem. Plus other ways to stay connected.

What should I do if I’m having a network issue?

Slow data speeds? Calls keep dropping? Use our status checker to see if there’s a known issue in your area. If there is an issue, you can sign up to our Keep Me Posted service through the status checker, to get updates as we investigate and fix the issue.

If no issues appear, you can rule out a simple device or sim issue by:

1) Turning your phone off and on again to refresh your network connection.

2) Toggling your flight mode on and off.

3) Choosing the O2 network manually in your phone settings.

4) Trying your sim in a different O2 phone – if this works, 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.

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

6) Reset your network settings. This will also reset Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you have used before.

If the issue persists, please report the issue using our status checker or via the My Network App so that we can investigate further. You can also sign up to our Keep Me Posted service through the status checker, which will send you updates as we investigate and fix the issue.

Make sure to check out our O2 Community pages for more information and support.

If you’d prefer to talk to someone about an issue that you’re having, get in touch here.

Why does the status checker tell me the network is working fine, but I can't connect?

There are lots of things that may temporarily impact your service including weather, infrastructure and the amount of people in your vicinity trying to connect.

If you’ve tried the steps above and are still having issues, you can report the problem through our status checker here or using the My Network app, so we can investigate it further.

Why does the coverage checker say I should have coverage in my area, but I don't?

The coverage checker is based on coverage predictions, and can never be 100% accurate because of things like trees, buildings and hills affecting actual coverage. We try to make sure our predictions are as accurate as possible, and have edited the coverage checker to take into account these coverage limitations.

You can use the network status checker or the My Network app to check for any known issues with our network, or to report a problem.

How can I stay connected when I have no signal?

When you have no signal, you can use Wifi to call and message instead.

If it's available with your device, you can use our Wifi Calling service to make and receive calls when you have no signal. We also have over 16,000 O2 Wifi hotspots available to connect to for free, which offer speeds up to 10 times faster than a normal mobile connection.

What is the My Network app?

Use the My Network app to keep an eye on your coverage, wherever you are. Download the app and you’ll be able to:

  • Check the status of our network in your area – you don’t even need to enter your postcode 
  • Test your network speeds
  • Report any issues with your service
  • Sign up to receive updates on any reported network issues.

It is simple to use and you can check the network right from your phone.

What affects 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. You can keep up to date by checking the network status checker.

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.

Other ways to connect

Our network connects you to the people and things you love. Here are some of the ways to get a great experience, wherever you are.

O2 Wifi

Experiencing slow data speeds at a busy central location? See if you can connect to one of our 16,000+ free wifi hotspots, and boost your speed by up to 10x. Learn more about O2 Wifi.

Wifi and 4G Calling

No signal? No problem, with Wifi Calling. Whether you’re at home, in a coffee shop or at the office, if you’re having a signal problem, you can use Wifi to call as normal. And 4G calling lets you make calls over 4G, meaning clearer calls. Learn more about Wifi and 4G Calling.

Wifi on the Underground

O2 Customers can enjoy access to wifi on the Underground with Wifi Extra. Wifi Extra is available in ticket halls, walkways, on escalators and platforms at over 250 Tube stations – that’s over 95% of the London Underground network. Learn more about Wifi on the Underground.

Was this information helpful? Yes | No

Thank you for sending your feedback.

Can't find what you're looking for?