Problems with your connection

Find out how to resolve problems with your connection to our network

Updated over a week ago

There may be situations when our services are not continuously available or the quality is affected, so whilst we'd love to and like any network, we can’t guarantee continuous fault-free service.

See below for things that may impact your connection:

Building and materials 🏬

Unfortunately, no network can tell you how strong your signal will be indoors. That's because the signal strength needed to pass through walls and windows varies from building to building and their materials.

Location πŸ“

The closer you are to a mast, the stronger your signal. It can also be affected by geographical things, like hills, valleys, forests, etc. Cranes or scaffolding, for example, can also obstruct your signal. 🌳

Extreme weather β›ˆ

Strong winds, flooding, storms, falling trees, etc. can all affect phone masts. ⚑

Temporary network outages πŸ› 

When we're carrying out planned or unplanned maintenance, your signal may be affected. Our Network Status Checker is designed to keep you in the know about your connection.

You can also find out more about planned maintenance here. πŸ‘·β€β™‚οΈ


Troubleshooting Centre πŸ”§

We are sorry if you're experiencing problems with your connection, we know how frustrating it can be. We've put some troubleshooting steps into scenarios below that are worth trying to improve your connection. 😎

Note: If you're experiencing problems with your connection everywhere, it could be a problem with your device. Try the steps below to rule anything out:

I'm experiencing slow data speeds 🐌

  1. Check the Network Status Checker to see if anything is impacting the connection in your area, if there is, we'll already be working hard to fix and improve your service. πŸ‘·β€β™‚οΈ

  2. Is your device running the latest version of software? You can find this information in your device Settings.

  3. Test your SIM in another device, if your speed improves, consider reaching out to the device manufacturer for support.

  4. Reset your network settings and restart your device, we know it's the basics 101, but it can help!

I've got poor coverage at my home 🏑

  1. Check our Coverage Checker to get an idea of the coverage in your area. Remember, your network signal may differ while inside and consider other factors that may impact your connection above πŸ‘†.

  2. Enable Wi-Fi calling to supercharge your call quality.

  3. Reset your network settings and restart your device, we know it's the basics 101, but it can help!

I have no service πŸ“΅

  1. Check the Network Status Checker to see if anything is impacting the connection in your area, if there is, we'll already be working hard to fix and improve your service. πŸ‘·β€β™€οΈ

  2. Log in to your dashboard to check your services are live.

  3. Test your SIM in another device, if your SIM works ok in the other device, consider reaching out to the device manufacturer for support.

  4. Is your SIM damaged? SIMs are small and delicate, if they are bent, scratched or water-damaged, you may need to order a replacement

My data isn't working πŸ“΄

  1. Log into your dashboard and check if you have data allowance available and if your plan has been renewed. If you've run out of data, remember you can buy an add-on.

  2. Reset your network settings and restart your device, we know it's the basics 101, but it can help!

I have no 5G coverage πŸ“

  1. Check our Coverage Checker to see if 5G is available in your area, if it isn't, we're working hard to roll out 5G in more locations across the UK as fast as we can πŸš€

  2. Is your device 5G enabled? You can check out the devices we've tried and tested on 5G here.

  3. If your device is 5G compatible, have you got 5G switched on in your settings? This can usually be found in Mobile Data options.

My calls keep dropping πŸ“ž

  1. Check the Network Status Checker to see if anything is impacting the connection in your area, if there is, we'll already be working hard to fix and improve your service. πŸ‘·β€β™€οΈ

  2. Enable Wi-Fi calling to supercharge your call quality


Need more Support?

If you've tried the above and are still experiencing ongoing issues with your network connection, don't hesitate to get in touch. Our team on web chat are available from 8am-8pm 7 days a week. Just look for the green chat icon πŸ‘‡

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