Self help guide: Is the network down for me or everyone?

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Things to check before contacting O2:

1. Try switching your phone off and on, to refresh your network connection. If this doesn’t help, try selecting the network manually, using your device’s settings.
2. If you’re having issues in different areas, try testing your SIM in a different O2 device. If the issue then stops, this indicates a device fault. If a different O2 SIM works in your device, this indicates your SIM is faulty.
3. Is it affecting others on O2? If yes, please get all to report the fault.
4. Check http://status.o2.co.uk for the exact postcode (national issues will also show here).
5. If no issues show and your phone/SIM are okay, report to O2.

For O2 to look into it further:

• Please go back to the same Social Media channel you were directed from, to confirm you’ve gone through the above fault diagnosis so they can investigate and raise the issue further.
• If you’re contacting us for the first time, please let the o2 Social Media Team know you’ve already checked the above.
• If you’re using a smartphone you can report the issue via the My Network app
• If you prefer to call o2, Dial 202 for Pay Monthly 4445 for Pay As You Go or 8002 if you’re a      business customer

If your SIM is faulty, the best option is to pop into your nearest O2 shop: http://o2lin.kr/Po6TrH for a replacement SIM.

If your phone is faulty, make sure it’s backed up, try a hard reset and check your software is up to date. If this doesn’t help, please make an appointment with an O2 Guru: http://j.mp/AeCBzy.

If a fault shows on our live status page, our engineers will already be working to fix it. We’re unable to give a timescale for a fix, but we’ll make sure it’s done as quickly as possible.

Once our live status page shows a fault has been fixed, please turn your device off and on to refresh your network connection again.

Revised version to reflect social media envolvement

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