Need some help?

What should I do if I can't make or receive calls or texts?

First, you should try to:

  • Turn your phone off and on again
  • Test out different phone numbers – in case you're trying to call or text an invalid number

If neither of those work, here are some of the most common issues.

Check your payment details or credit amount

If you're on a Pay monthly plan, check that your payments details are correct and all your payments have been made. If you've missed one or more payments, we might have restricted your service

Find out how to pay your bill

If you're on a Pay as you go plan, check you haven't run out of credit, or used up all of your Big Value Bundle allowances. If you have, you'll need to top up your phone

Check you've got signal

Make sure you don't have airplane or flight mode switched on – check your device settings.

There could be coverage issues due to a network fault in your area. Check for any faults using our network status checker

If there are currently any faults or ongoing maintenance in your area, you might be able to use WiFi Calling

Turn off roaming bars

If you're abroad, you could have an active roaming bar on your account. If you have access to local WiFi, you can check and remove bars

Unlock your phone

If you bought it from another provider, you might need to get your phone unlocked

Uninstall calling and text apps

If you've installed a third-party calling or text app like TrueCaller or Textra SMS, try disabling or uninstalling it.

Sure Signal devices

If you're using a Sure Signal device, find help and advice on our Sure Signal support pages

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