Why am I experiencing signal or service issues?

There are several reasons why your mobile service might not be working as expected. The first step is to check if your network has a reported outage:

• plan coverage map
• O2 status checker
• Ofcom mobile checker
• plan service status page

If there are no reported issues, check your own signal strength. Many service problems happen simply because you are in an area with poor coverage.

Quick troubleshooting steps

Try the following checks to resolve most service issues:

• Switch Airplane Mode on and off.
• Restart your device.
• Make sure your SIM card is properly inserted.
• Confirm you have mobile signal in your current location.
• Check your device is running the latest software update.
• For O2 network users, confirm your APN settings are correct if you have issues with data or roaming.
• Look for signal bars and a 4G/5G symbol when using mobile data.
• Make sure your payments are up to date and no restrictions are showing in my.plan.
• Check that you have an allowance available (through your tariff or a bolt-on).

When does my allowance refresh?

All monthly allowances refresh on the 1st of each month, regardless of your invoice date.

⚠️ Unused data does not roll over to the next month. To get the most from your plan, monitor your usage in my.plan.

How to check your usage in my.plan

1. Log in to my.plan.
2. Open the Usage menu and select All.
3. In the All Usage and Charges module, expand the Usage widget.
4. Review your usage statistics for the current billing period.

Upgrading your data allowance

If your current plan no longer meets your data needs, you can permanently upgrade your data package. An upgrade will give you a larger monthly allowance to better suit your usage.