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How can I sort out my network issues?

by on ‎03-11-2016 13:30 - last edited on ‎09-10-2018 12:18 by Community Manager (35,136 Views)

Things to check before contacting O2:

If you haven’t already, check the Network Status Checker (http://status.o2.co.uk) for the exact postcode. If a fault shows on the live status page, O2 will already be working to fix it, and you’ll be able to register for Keep Me Posted updates. If not, O2 crowdsources data from all checks to alert them to any problems that they’re not already fixing.

 

1. Is it affecting others on O2? If yes, please get them to go on to Status Checker too.

2. 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.

3. 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.

4. If no issues show and your phone/SIM are okay, keep an eye on Live Status Checker (updates may take up to an hour to show)

 

You can also check the device-specific internet and network coverage troubleshooter on the O2 help pages. You can select your device from the list, and it will then ask you some questions to help troubleshoot the issue and get more information. This can help you also figure out if the issue relates to e.g. settings on your phone rather than a network problem.

 

You can also try following the steps in the below video guide on network issues. 

 

  

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

Once the live status page shows a fault has been fixed, you might need to turn your device off and on to refresh your network connection.

Comments
by
on ‎12-05-2018 22:51

I  Have already tried to switch on and off. As I can send emails I don't think it is a problem with SIM card.

 

 

Maria

by
on ‎12-05-2018 23:35
by
on ‎06-01-2021 15:29
I think it is a service issue need a customer adviser but can't get through. Tried for weeks and now blocked out as tried too many times. How do you get through to customer services does it even exist anymore due to lockdown
by
on ‎06-01-2021 16:09

Have you checked your service status to see if there are any known issues in your area @Berry1 ?

I will tag our Gurus in this to see if they can provide any additional assistance @O2Thomas  @O2Simon 

by O2 Support
on ‎06-01-2021 16:12

@Berry1 I will message you now and see what we can do. Thanks @gmarkj 

by
on ‎06-01-2021 16:52

Thanks @O2Thomas .

You will see a number next to Private Messages in the top right after logging in (between Notifications and Unread Posts)

by
on ‎22-03-2021 17:18

I have recently moved from EE after 20 years and come to 02 but ever since i have, i have nothing but issues with my coverage.  There is NO reception indoors and its causing real problems with my work as no one can get hold of me!  Also not good coverage outside as the phone keeps cutting off m id conversation.  I am really at the end of my tether and have only moved to o2 about a month or so ago.

 

What is casuing this as i have tried all the self help thats been suggested but to no avail.

 

I am not impressed at all.

by
on ‎22-03-2021 18:29

You need to call O2.

All numbers are in this guide

You can use Skype from your PC to call the free numbers if you have no phone available

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call