topic Re: Problems with calls, mast down in Tech Support

Problems with calls, mast down

Disgruntled12 — Mon, 05 Aug 2024 19:40:13 GMT

Calls are ringing and being answered but no one can hear me speaking, aware of a mast being broken in my home town

Re: Problems with calls, mast down

Enlli — Mon, 05 Aug 2024 20:40:51 GMT

If you are at home and use broadband, provided you are a contract customer you can use WiFi Calling

https://www.o2.co.uk/connectivity/wifi-and-4g-calling

Re: Problems with calls, mast down

Oxonian — Wed, 07 Aug 2024 17:44:08 GMT

This might also be useful @Disgruntled12 :-

My Network App - Find Out More About Your Network Coverage | Apps | O2

https://www.o2.co.uk/apps/my-network

Re: Problems with calls, mast down

japitts — Wed, 07 Aug 2024 19:16:59 GMT

@Disgruntled12 wrote:
Calls are ringing and being answered but no one can hear me speaking, aware of a mast being broken in my home town

Radio site outages do not cause the symptoms you describe, they cause a loss of coverage.

If calls are connecting, then you have radio service and the problem lies elsewhere.

Re: Problems with calls, mast down

pgn — Wed, 07 Aug 2024 19:26:10 GMT

To follow on from @japitts' analysis, @Disgruntled12 - did you migrate across to O2 from Virgin Mobile? If so, is your phone still using a VM-branded SIM card? If it is, take phone and photo id to an O2 Shop and they can swap you over to a genuine O2 SIM.

In fact, if you are checking your SIM and find it is a genuine O2 SIM, take it out of the phone and give it a gentle wipe with a lint-free cloth - it could be starting to fail and may benefit from being replaced anyway, a free service in an O2 Shop, with photo id.

Don't try to order a replacement SIM yourself, as O2 will completely deactivate your current SIM: no calls until the new SIM is delivered to you via Royal Mail (4 to 7 days typically). Good luck!