O2 regularly win awards for the extent of their coverage and while that's no comfort if you are experiencing signal issues, these issues are rare and most often, temporary in nature.
We acknowledge that continuous or temporary loss of signal is both harmful to your business and frustrating, and if you believe you are experiencing issues with signal delivery to your phone(s) we will do our very best to identify the source of the problem quickly and have you back up and running again with the minimum of disruption.
Identifying the source of the problem will require a process of elimination as there are a number of possible factors that could be the cause of the issue, so we ask you be patient and work with us through the fault-finding process.
The most common cause of signal issues is interference with the signal reception and data speeds may not be as good inside a building or or in a car, for example. Signal can also be affected by natural features, trees and even weather conditions.
A faulty phone is more likely the cause if you have signal issues everywhere you travel.
Finally, it's rare, but there could be a fault with your SIM card.
Here's what to check, to get started:
- The current operating status of the O2 network in your vicinity can be identified by clicking here https://status.o2.co.uk/ and typing in the postcode where the fault is. If a fault is showing, O2 will already be working on the resolution for you, and it's a matter of being patient. The disruption will be temporary.
- If there are no recorded issues online, do you have coverage at times, not at all or is the signal just generally weak?
- Does anyone else in your vicinity on the O2 network have the same problem as you?
- You may already have switched your phone off and on, but the only way to truly disconnect from and reconnect to the network is to remove the SIM, in that process.
- Have you tried your SIM card in another unlocked phone or the phone of another plan.com user? This one's key. If service is better when you do, that tells us the fault lies with your phone or your SIM and not the signal delivery.
- If the fault occurs only when you're indoors, our WiFi calling* option or a Boostbox, which utilises your broadband service, may be the solution for you.
*If you have an iPhone 6 or later model handset or a Samsung Galaxy S7 or later model handset and have our data settings correctly installed on your phone, you should be able to utilise our WiFi calling service.
To check and change your data settings click here https://www.plan.com/apn-settings and follow the step by step guide for your operating system.
Please attempt the above listed suggested but if you're still experiencing problems with signal at your location or need more advice and guidance, contact your account managers or our customer service team on 03300 881818.
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