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  • 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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