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
If you haven’t already, take a look at our Live Status Checker 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 updates until it’s all running smoothly again.

If no fault is shown for your postcode, choose “I disagree”, and we’ll check the signal of the six closest network masts, over the next 48 hours. If we find a fault, we’ll let our engineers know and keep you posted by text.
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 device:

  • turn your phone on and off
  • go to your phone settings and choose the O2 network manually, or simply turn your device off and on to refresh your network connection
  • try your sim in a different O2 device.

If your sim works in another device, 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.
If you need help using your device, 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.

Visit your nearest O2 store to pick up a new sim for free.

Whilst your fault is being fixed
You can make the most of TU Go, O2 Wifi and our My Network app, while you’re waiting for the problem to be fixed.

TU Go - If you're experiencing signal or network coverage issues, download the TU Go app to make calls and send text over wifi.
O2 Wifi - Get online when you’re out and about, with 1000s of free O2 Wifi hotspots all over the country.
Network App – If you have an iPhone or Android, you can download and use our My Network app to check coverage, test your wifi and network speeds, and tell us about any problems.

Escalating a network issue
If you’ve done the above checks, you can get in touch by:

  • contacting us on Facebook or Twitter, and letting us know that you’ve already done the above checks
  • reporting the issue through your smartphone using the My Network app
  • calling 202 from an O2 Pay Monthly phone, 4445 from Pay As You Go, or 8002 for O2 business.

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.

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)

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