Sorry to hear you're having an issue using our network. Before reporting your issue, please check your coverage for any temporary issues we're already aware of, and to check that we've  got coverage where you are. Once you've done this, you can get in touch (ideally by phone) if you'd like to let us know what's going on and we'll ask you some questions and run some diagnostics to try and fix it.

My phone isn't working as it should, and there are no temporary faults in my area. What do I do?

Before anything else, please try rebooting your phone. If you're still having issues, It's important you let us know about this kind of issue as soon as you can by getting in touch (ideally by phone). When you call, it'd be really useful if you already know the answers to the following questions:

  • Which phone, tablet, dongle or computer are you using?
  • What's going wrong?
  • Is the issue location specific, and if so, where did the issue occur?
  • When did you first notice the issue?
  • Does the issue relate to sending or receiving data or picture messages?
    • If so, have you checked your data settings to ensure they haven't changed?
    • Are you able to access internet sites with your phone browser?
    • Are you able to send and receive emails?
    • Are you able to use any of your applications?
  • Have you tried to reboot your phone?
  • Have you seen this issue before?

There's a temporary fault in my area. When will it be fixed?

You can get in touch with our customer services team and we'll get you as much information as possible. It goes without saying that our network partner want to get issues fixed as quickly as possible, but sometimes there are delays outside of their immediate control. For example, it might be necessary to get permission from a council or private land owner to access a cell site, purchase a specialist part and wait for it to be delivered or complete further testing and diagnostics before fixing the issue.