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Self help guide for network issues

  • 10 December 2015
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Things to check before contacting o2:



If you haven’t done so already, please check the network status by entering your address and postcode in our livecheck‌. If a fault shows on the live status page, o2 will already be working to fix it. Alternatively you can check our network coverage website‌ by entering your address and postcode.



✅ Are other o2 users also affected? If yes, please get them to enter their address and postcode on our livecheck‌ as well.



✅ Try switching your phone off and on again to refresh your network connection. If this doesn’t help, try selecting the network manually, using your device’s network settings.



✅ If you’re having issues in different areas, try testing your SIM in a different o2 device. If you no longer experience the issues this indicates that there is a fault with the device. Also try testing a different o2 SIM in your own device. If the other o2 SIM works fine in your device, this indicates your SIM is defective.



✅ If no issues are being reported and your phone/SIM are okay, please check our livecheck‌‌ again later as it can sometimes takes a while for network issues to show up.



For o2 to look into the matter further:



Please go back to the same contact channel you were directed from to confirm that you have gone through the above fault diagnosis so that our staff can raise a ticket if necessary and investigate the matter further. If you are contacting us for the first time, please inform the o2 employee that you have already checked the above.




  • you can contact us by phone‌, chat‌ (German) or here in the English Community
  • If your phone is faulty, make sure it’s backed up, try a hard reset and check that your software is up to date. If this doesn’t help, please contact our hardware team.
  • If your SIM is faulty, the best option is to call into your nearest o2 shop‌‌ for a replacement SIM.



Please note: Once the livecheck‌ shows that a fault has been fixed you might need to turn your device off and on again to refresh your network connection.




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