Help and Support

Self help guide for network problems

Self help guide for network problems

Use our Live Status Checker to check for network issues

Take a look at our Live Status Checker or the My Network app to see if there are any faults in your area. If something comes up, it means we’re already working on fixing it, and you’ll be able to register for text or email updates until it’s all running smoothly again.

If no fault is shown for your postcode, choose “Report a problem”. Then we’ll check the signal of the closest masts to you, every hour for the next 48 hours. If we find a fault, we’ll let our engineers know and keep you posted by text and email. And you can follow us on Twitter for network updates too.

We keep tabs on all status checks, so if lots of people in your area are using the Status Checker, we’ll know there’s a problem. If your friends and family are also having issues, get them to use the Status Checker too. It can take up to an hour for network issues to appear.

Check your sim and phone

To check that it’s not your sim or phone:

  • 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. You may just need a software update, or to remove some apps. If it can’t solve your problem, the troubleshooter will tell you what to do next. Or you can make an appointment with an O2 Guru.

To check that it’s not your sim:

  • try a different O2 sim in your device, if it works then you need a new one.

If it’s your sim that’s not working, you can pick up a new one for free in your nearest O2 store. Just remember to take a form of photo ID like your driving licence or passport.

Whilst your fault is being fixed

You can make the most of O2 Wifi and Wifi Calling if you’re having problems with your signal.

O2 Wifi – Get online when you’re out and about, with 1000s of free O2 Wifi hotspots all over the country.

Wifi Calling – No signal? No problem. Just use Wifi Calling to call as normal, at no extra charge.

Escalating a network issue

If you’re still having issues after checking your phone and sim, you can:

  • use our Live Status Checker to report a problem
  • report the issue through the My Network app
  • contact us on Facebook or Twitter
  • get in touch

Signal problems

Sometimes when you're talking and on the move, your phone switches between masts. This usually 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 or further away than one of ours. Or your coverage might be different because of environmental factors, like being underground or in a different type of building.

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. Go to “Check your sim and phone” above to see if there’s a problem with your phone or sim. Or get in touch if you need more help.

Straight to voicemail

If the mobile network can’t find your phone to connect an incoming call, it’ll go straight to voicemail. This can happen when you lose 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. Dial ##002# to cancel call diverts, then dial 1750 to switch Voicemail 901 back on.

Still having issues? Go to “Check your sim and phone” above to see if there’s a problem with your phone or sim. Or get in touch if you need more help.

Delayed text messages

Sometimes your texts 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.

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’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).

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