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  • I have no signal on my phone

  • How do I fix a problem with my phone?

    • This tool is an interactive diagnostic tool designed to help you troubleshoot a hardware or software fault with your phone.

      How does it work?

      1. First you need to select your phone from a list.
      2. Then we'll ask you to describe the issue you have with your phone, in your own words.
      3. We'll then look up your fault symptom in our knowledgebase.
      4. Finally, the tool will guide you through simple troubleshooting steps, using video instructions wherever possible, to help you fix your phone.
    • View More: Orange How do I fix a problem with my phone?
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    • A small number of handsets are showing a pop up message that reads "'there is a connection error turn off WiFi". To resolve this issue click the below link and follow the step by step instructions. We are in the process of creating a software update to stop this message appearing and will let you know as soon as its available'

      how to stop the connection error popup showing

      1. navigate to the Android Marketplace and search for Orange Backup. The search results will return "Contacts Backup", tap this to select the app


         
      2. once selected you will be shown an overview of the Contacts Backup App, all you need to do is tapUpdate

         
         
      3. next you will see that Update has changed to OK, tap this to continue


         
      4. The application will shortly download and you will see the below apprear on your screen to confirm this, you will also be notified via the status bar once the application has been successfully updated.
        Note: It is advised that you have a good signal coverage (3G or better) to receive the download.

    • View More: Orange HTC Desire S 'Connection error' popup
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  • I've got a Pay Monthly iPhone and just downloaded iOS4 software but picture messaging is not working, what do I do?

  • I've just downloaded iOS4 software, but the internet isn't working on my Pay & Go iPhone anymore. How do I fix it?

    • Once you've got the latest OS software from iTunes, you'll need to re-enter the Pay & Go APN settings on your iPhone.

      Here's how:

      Click here for a step-by-step guide of how to change your settings, follow the below steps.


      Go to the settings menu and choose General


      • Choose Network, then Cellular Data Network
      • In the Cellular Data APN box, change idata.o2.co.uk to payandgo.o2.co.uk – you don't need to change the username and password
      • In the MMS APN box, change idata.o2.co.uk to payandgo.o2.co.uk – again, don't change the username or password
      • Ignore the Visual Voicemail APN box – it's not available on Pay & Go
      • Turn your iPhone off and on again
      • Text keyword "MMS" to 1010 for free.  We'll set up picture messaging and let you know when it's done.

       

      If you've got a 2G iPhone, you won't be able to send picture messages. But we'll send you a text message with a link so you can view them.
    • View More: O2 I've just downloaded iOS4 software, but the internet isn't working on my Pay & Go iPhone anymore. How do I fix it?
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  • I have the volume set to maximum but I don't hear my phone ringing.

  • What happens if I damage the SIM?

    • If you damage your SIM, please contact our customer service team on the links below to arrange a replacement. 

      If your iPhone is sent for repair through an O2 store you will receive a loan phone providing there is availability. Please be aware that the loan replacement may not be an iPhone.
    • View More: O2 What happens if I damage the SIM?
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  • How do I replace my iPhone battery?

  • How do I remove content from my iPhone?

    • If your iPhone is not working as expected, it may be due to some of the content synced to it. Try removing certain content such as contacts, calendars, songs, photos, videos, or podcasts. 

      To remove content, connect your iPhone via the USB and use iTunes to change the sync settings. Click on iPhone in the 'Source' list and select each tab to change the and then click 'apply'.
    • View More: O2 How do I remove content from my iPhone?
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  • How do I reset or erase settings from my iPhone?

    • To reset settings: 
      Tap Settings > General > Reset > Reset All Settings 

      Note: This will reset all settings. No data or media will be deleted. 

       

      To erase settings:

      Tap Settings > General > Reset > Erase All Contents and Settings 

      Note: This will delete all media and data. All settings will be reset.
    • View More: O2 How do I reset or erase settings from my iPhone?
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  • My iPhone has frozen what do I do?

    • Restart 
      Try restarting your iPhone. To turn off, press and hold the Sleep/Wake button until the red slider appears. Slide your finger across the slider to turn off .

      To turn on, press and hold the Sleep/Wake button until the Apple logo appears. 
      If the screen appears frozen, try pressing and holding the Home button for a few seconds to close a frozen application and then try restarting again. 

      Reset 
      Press and hold the Sleep/Wake button and the Home button at the same time until you see the Apple logo. 

      Remove Content 
      Connect your iPhone via the USB and use iTunes to change the sync settings. Click on iPhone in the 'Source' list and select each tab to change the and then click 'apply'.


      Reset Settings 
      Tap Settings > General > Reset > Reset All Settings

      Note: This will reset all settings. No data or media will be deleted. 

      If the issue persists try erasing all settings. 
      Tap Settings > General > Reset > Erase All Contents and Settings

      Note: This will delete all media and data. All settings will be reset.
    • View More: O2 My iPhone has frozen what do I do?
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  • I'm having connection issues?

    • Try the following to resolve: 

      Check Signal 
      Check the display to make sure you have a strong signal. Make sure Airplane Mode is turned off. 
      If you're not using Wi-Fi make sure you have a GPRS connection To access the internet. 

      New Location 
      If you don't have a strong signal or don't see the active GPRS/EDGE/3G indicator, try moving to a different location.

      Note: If you are indoors, trying going outdoors or moving closer to a window. 

      Toggle Airplane Mode 
      Turn Airplane Mode on, wait 15 seconds, and then turn Airplane Mode off again. This resets all wireless connections on your iPhone.

      Restart 
      Try restarting your iPhone. To turn off, press and hold the Sleep/Wake button until the red slider appears. Slide your finger across the slider to turn off. To turn on, press and hold the Sleep/Wake button until the Apple logo appears. 
      If the screen appears frozen try pressing and holding the Home button for a few seconds to close a frozen application and then try restarting again.

      Restore 
      Try restoring using iTunes. Connect your iPhone and when it appears in the Source list, click on 'Restore' in the Summary pane. 
      Note: This will delete all media and data. All settings will be reset as well. If possible, sync iPhone with iTunes before restoring to save your most recent settings.
    • View More: O2 I'm having connection issues?
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  • My iPhone is faulty

    • All iPhones come with a 1 year limited manufacturer's warranty. If your iPhone experiences technical issues within a year of purchase then it must be returned to the point of sale with a valid proof of purchase to enable repair, replacement or a refund if necessary. 

      If you purchased your iPhone online then you can contact our customer service team to arrange repair or alternatively visit the Apple website. 

      Apple Homepage
    • View More: O2 My iPhone is faulty
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  • Will I get a loan phone if my iPhone is sent for repair?

  • Does my iPhone have a warranty?

    • All iPhones come with a 1 year limited manufacturer's warranty. If your iPhone experiences technical issues within a year of purchase then it must be returned to the point of sale with a valid proof of purchase to enable repair, replacement or a refund if necessary. 

      If you purchased your iPhone online then you can contact our customer service team to arrange repair or alternatively visit the Apple website. 

      Apple Homepage
    • View More: O2 Does my iPhone have a warranty?
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  • What happens if I damage the SIM in my BlackBerry?

  • What if my BlackBerry becomes faulty?

    • If your BlackBerry experiences technical issues within warranty then you can either return to point of sale or call customer service. A valid till receipt or other proof of purchase is required to enable repair, replacement or refund as appropriate.
    • View More: O2 What if my BlackBerry becomes faulty?
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  • Why are some of my text messages, call history and sent messages being automatically deleted?

    • The phone does this because you have too many messages for it to support. It also deletes the messages because it automatically cleans up the messages after a set amount of days.


      To stop the deletion of texts, install an SD memory card. To stop the complete deletion of your texts and emails, here's what you do -

      • From the Home Screen select Options and Message Display
      • Scroll all the way down to the bottom of this page there's an option called "Keep Messages"
      • Select the period in which you wish your phone to keep your messages.
    • View More: O2 Why are some of my text messages, call history and sent messages being automatically deleted?
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  • My phones keeps freezing what can I do?

    • Here are a few simple checks that might help you fix the problem before you contact O2 Customer Services for further help.


      1. Make sure you phone is running the latest version of software for your device, go to BlackBerry Software within this FAQ section for more information on how to check your software version and update your software
      2. Try a battery pull, remove the battery when the phone is switched on, this will reset the phone
    • View More: O2 My phones keeps freezing what can I do?
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  • How do I replace the battery?

    • For more information about changing your battery, you can refer to the printed documentation that came with your device. Or try our interactive guides by clicking here for a full interactive demonstration.
    • View More: O2 How do I replace the battery?
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  • What is a hard reset and what does it do?

    • Performing a hard reset means to wipe the phone of all its information and restore to factory settings. You will lose all data at this point unless it has been previously backed up using Desktop Manager.


      Phones running handheld software v6.0 and above, from the Home Screen, select Options  and select Security and Security wipe.


      Phones running handheld software v5.0, from then Home screen select Options , then Security Options, and then Security Wipe.
    • View More: O2 What is a hard reset and what does it do?
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  • I am on a consumer tariff, if I send my phone away for repair will I get a loan phone?

  • Does my phone have any warranty?

    • All BlackBerry phones come with a 1 year manufacturer's warranty. If your phone experiences technical issues within a year of purchase then it can be returned to the point of sale with a valid proof of purchase to enable repair, replacement or a refund if necessary.


      If you purchased your phone online then you can contact our customer service team to arrange repair or alternatively visit the Apple website.


      If you are a Business customer, please contact Business Customer Services for more information about warranty and repair of your business phone.
    • View More: O2 Does my phone have any warranty?
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  • How do I clear the cache on my Sony Ericsson phone?

    • X10 and X8


      To clear the cache:

      1. Double tap the bottom of the screen to bring up the main menu
      2. Tap Browser
      3. Press the Menu key
      4. Tap More
      5. Tap Settings
      6. Highlight Clear cache and Tap 
      7. Tap OK to the warning The cache will be cleared.


      Vivas


      1. Press the Menu key (white key)
      2. Tap Internet
      3. Tap Options
      4. Tap Clear privacy data
      5. Tap Cache


      W995


      1. Press Menu (Navi key)
      2. Highlight Internet and press Select (Navi key)
      3. Press Options (left soft key)
      4. Highlight Advanced and press Select (Navi key)
      5. Highlight the Other tab by pressing the Navi key to the right
      6. Highlight Clear cache and press Select (Navi key)
      6. Press Yes (Navi key) to the message Clear cache?.
    • View More: O2 How do I clear the cache on my Sony Ericsson phone?
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  • My Pay Monthly mobile is faulty within 28 days of purchase

    • If you think your mobile or sim may be faulty, try the following tips which may resolve your problem, or at the very least, identify the cause: 


      Check coverage
      If other O2 users in your area are experiencing similar difficulties but coverage is usually good, then it is likely that there is a network fault in your area. 

      To check coverage in your area, click on the 'Check Coverage' link below as this may help determine the cause of your problem.


      Check battery
      Make sure your battery shows a full charge. 

      If not, charge for at least two hours and then try to use your mobile again.


      Check sim
      Take your sim card out of the mobile, and clean it with a dry cloth. 

      Once replaced try to register your mobile onto a network other than O2. 

      After the error message has shown, register back to O2. 

      If you are still encountering the same difficulty, please try your sim in a different O2 mobile. 

      If the fault persists, it is likely that the sim is faulty, please let us know we will replace your sim free of charge within the first 12 months. 

      However if the problem ceases then it is most likely that your mobile is faulty.

       Now that you have identified your mobile is faulty, please see below for how to return to us:
      In the first 28 days: we’ll either give you a new one or your money back. (As long as you’ve got proof of purchase and all the original parts and packaging.) 

      After 28 days: you’ll need to take or send it back to the place where you bought it. We’ll get it fixed for you. You might have to pay in some cases (for example, if the product was damaged after you bought it), but we’ll let you know before we fix it 

      Purchased from a store
      You should then return your mobile to the actual store it was purchased from with your proof of purchase where your mobile will be replaced for you. 

      For details of your nearest store please click on the 'Store Locator' link below or call 0800 224 477 free from any UK fixed landline. This will direct you to your nearest store. 


      Purchased via telesales
      Please click on either the 'Email us' or 'Call us' link below and we will arrange a jiffy bag to be sent to you to return your mobile, following which we will replace your mobile for you. 


      Purchased online
      Please ring our returns number on 0844 847 0202 and they will advise you how to return the mobile. 

      For more information around our returns policy please click here.

    • View More: O2 My Pay Monthly mobile is faulty within 28 days of purchase
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  • My Pay Monthly mobile is faulty outside 12 months of purchase

    • If you think your mobile or sim may be faulty, try the following tips which may resolve your problem, or at the very least, identify the cause: 


      Check coverage
      If other O2 users in your area are experiencing similar difficulties but coverage is usually good, then it is likely that there is a network fault in your area. 

      To check coverage in your area, click on the 'Check Coverage' link below as this may help determine the cause of your problem.


      Check battery
      Make sure your battery shows a full charge. 

      If not, charge for at least two hours and then try to use your mobile again.


      Check sim
      Take your sim card out of the mobile, and clean it with a dry cloth. 

      Once replaced try to register your mobile onto a network other than O2. 

      After the error message has shown, register back to O2. 

      If you are still encountering the same difficulty, please try your sim in a different O2 mobile. 

      If the fault persists, it is likely that the sim is faulty, please let us know we will replace your sim free of charge within the first 12 months. 

      However if the problem ceases then it is most likely that your mobile is faulty.

      If you would like to upgrade your mobile you can call our upgrade line on 0844 847 0202. Follow the voice prompts and an agent will help with your upgrade request. 

      Opening hours are between 8:00am - 6:00pm Monday to Friday and 9:00am - 5:00pm on Saturday 

      You can also contact the manufacturer of the mobile directly who will repair the mobile, however these will be chargeable. 

    • View More: O2 My Pay Monthly mobile is faulty outside 12 months of purchase
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  • How do I track my repair online?

    • Go to www.o2.co.uk/repairs and enter your postcode along with the unique reference number that you received when arranging the repair. If you don’t have your reference number you can get it from the following places, 

      If you booked your repair in-store – the reference number will be printed as ‘Repair No’ on your receipt or you can obtain it directly from that store 

      If you booked your repair through Customer Service – the reference number will have been given to you when you booked your repair in. Don’t worry if you don’t have it as you can call Customer Service to hear it again 

      Once logged in you’ll be able to see the current status of the repair and further details on its return. 

      We aim to repair your handset within 48 hours of receiving it into our dedicated Repair Centre. There are some exceptions to this timescale however, 

      - sometimes we need to order the replacement parts to fix your phone, this could take up to 5 days 
      - if we require payment for the repair, the quote is valid for 30 days. If no response to the quote is received, the unit will be returned unrepaired.

      Platinum customers – If you booked your repair via your Platinum Account Manager go towww.repairbooking.com/O2/TrackRepair and enter your last name along with your job reference number that you received when arranging the repair. Don’t worry if you don’t have your reference number you can contact your Account Manager to hear it again.

      If you booked your repair in store visit www.o2.co.uk/repairs and enter your postcode along with the unique reference number that you received when arranging the repair. The reference number will be printed as ‘Repair No’ on your receipt or you can obtain it directly from that store.

      Once logged on you will be able to see the current status of your repair and further details on its return.
    • View More: O2 How do I track my repair online?
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  • I've changed my mind and want to return my product, what is Vodafone's returns policy?

    • All requests for product returns (phones, USB modems, internet dongles, datacards, PDAs, tablets and Vodafone Sure Signal) will be handled by us provided your product was purchased from Vodafone. 

      Changed your mind?
      We want to help you get the best outcome. If you've changed your mind and:

      You bought your product from the Vodafone online store, telesales or retail stores -
      You have within 7 working days (counted from the day after you receive your product from us) to ask us to exchange your product or to cancel your agreement and have a refund. A working day is Monday to Friday and doesn't include weekends or UK Bank and Public Holidays.

      When the exchange or return is arranged, please ensure that:

      • the IMEI of the mobile phone or device must match that from the original order and
      • the product is in its original, saleable condition.
      In addition, please don't forget to include the following:

      • the charger and battery
      • the original packaging and user manual
      • any accessories included with the product (e.g. memory card or headset).
      If you chose a pay monthly price plan, we will charge you for line rental, calls and any other usage (texts, data etc.,) during the time you were using the product up to the point of return.

      You bought your product from any other non-direct sale, eg Carphone Warehouse, Phones4U - 
      All retailers have their own returns policy, you should go back to the company you bought your product from.

      If you think your product is faulty -
      If your product is faulty, it is covered by our faults policy, not our returns policy. 
      Our faults policy
    • View More: Vodafone I've changed my mind and want to return my product, what is Vodafone's returns policy?
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  • What do I do if I think my product is faulty?

    • We want to help you get the best outcome for you. If you have a problem with your product there are a number of options open to you.
      All requests relating to faulty products (phones, modem sticks, dongles, datacards, PDAs and Sure Signal) will be handled by Vodafone provided:

      • the product was purchased directly from Vodafone originally
      • the product was purchased within a reasonable time
      • the product has a genuine fault.
      If you think your product has a fault at any time, we will work with you to resolve this.
      If there is a fault which is covered by a manufacturer's warranty, fixing this will be Free of Charge.

      If you wish to use this service you will need to contact our Customer Services, for products purchased through our Telesales or Online Store.
      Contact Customer Service

      For products purchased from a Vodafone Retail Store, take the product back to a Vodafone Retail Store.
      Find your nearest Vodafone store

      The terms of this policy will not affect any of the legal rights you have, which cannot be excluded by Vodafone. For more information on your rights, contact your local Trading Standards Department or Citizens Advice Bureau.

      Business
      A limited number of business users have their own arrangements - please contact your Customer Services team for guidance.
      Contact Business Customer Service

      Where can I go for more help?
      The online help centre covers most aspects of your product usage. click Phone and device support in the menu above.

      If you need more information about this policy, call your Customer Services team. 

      Contact Customer Service

      Contact Business Customer Service
    • View More: Vodafone What do I do if I think my product is faulty?
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  • what do I do if I think my iPhone/iPad is faulty?

    • Below is a list of the iPhone/iPad 5Rs. If these actions do not resolve the issue, please contact Customer Services.

       

      step 1 - recharge

       

      The battery symbol below indicates that the iPhone/iPad needs to be recharged:

       

      • Use a high-power USB port such as the one on a computer, or use an iPhone/iPad AC adaptor received with your iPhone/iPad.

      • If the red part of the battery image flashes three times and then the screen goes blank, it means the iPhone/iPad is not receiving power to charge.

      • If your iPhone/iPad battery is extremely low on power, the display may be blank for up to 2 minutes before one of the low battery images appear.

       

      step 2 - restart

       

      restarting your iPhone/iPad

      • To turn your iPhone/iPad off press and hold the Sleep/Wake button, found on the top of your iPhone/iPad until the red slider appears.

      • Slide your finger across the slider to turn your iPhone/iPad off.

      • To turn your iPhone/iPad on, press and hold the Sleep/Wake button until the Apple logo appears.

       

      does your iPhone/iPad appear frozen?

      • To reset you iPhone/iPad press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds.

      • During this time a red power off slider may appear and the screen may go black. Don't release theSleep/Wake and Home button until the Apple logo appears.

       

      step 3 - reset settings

       

      Perform the following simple steps to reset your iPhone/iPad:

       

      Tap Settings >> General >> Reset >> Reset All Settings

       

      Note: This will reset settings, no data or media will be deleted.

       

       

       

       

       

       

       

      step 4 - restore

       

      Restore your iPhone/iPad using the latest version of iTunes.

       

      Connect your iPhone/iPad to your computer. When it appears in the source list click Restore in the summary tab.

       

      Note: This will delete all media and data. All settings will be rest as well. If possible, sync your iPhone/iPad with iTunes before restoring to back up most recent data and settings.

       

       

      step 5 - refer

       

      If you need further help please call us on 150 from your iPhone/iPad or 07973 100 150 from a landline.
    • View More: Orange what do I do if I think my iPhone/iPad is faulty?
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  • how do I perform a master reset on my Samsung?

      • press the Menu key
      • select Settings
      • scroll to and select Privacy
      • scroll to and select  Factory Data Reset
      • select Reset Phone
      • select Erase Everything

      Another way you can complete this is by entering the code *2767*3855#

      The phone will then restart to complete the reset.
    • View More: Orange how do I perform a master reset on my Samsung?
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  • how do I perform a master reset on my Sony Ericsson?

  • How to preserve battery life on an iPhone

  • How to restore factory settings on a BlackBerry Curve 9300

  • How to restore factory settings on a HTC Desire S

  • How to restore factory settings on a Sony Ericsson Xperia X8

  • How to extend the battery life of a Sony Ericsson Xperia Arc

  • How to restore factory settings on a Sony Ericsson Xperia X10

  • O2 on Twitter

    • The official home of O2 UK on Twitter. Run by the social media team. We’re helping wherever we can. 
    • View More: O2 O2 on Twitter
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  • Vodafone Twitter Page

  • Orange Twitter Page

    • @OrangeHelpers
      We're here Monday to Friday, 9am to 5:30pm, to help with your questions about everything from handsets to contracts, apps to bills & tariffs to texts
    • View More: Orange Orange Twitter Page
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  • O2 Blog

    • Welcome to O2's Blog, where you can pick up news from O2 and subscribe to updates.
    • View More: O2 O2 Blog
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  • O2 Facebook Page

  • Vodafone Facebook Page

  • Orange Facebook Page

  • O2 Pay Monthly Contact Details

    • Pay Monthly Customer ServiceDialCharges
      From your O2 mobile202Free
      From a landline0844 809 02025p / min†
      Opening hoursMonday - Friday08:00 - 21:00
       Saturday08:00 - 20:00
       Sunday08:00 - 18:00


      Pay Monthly iPhone Customer ServiceDialCharges
      From your iPhone2302Free
      From a landline0844 875 23025p / min†
      Opening hoursMonday - Friday08:00 - 21:00
       Saturday08:00 - 20:00
       Sunday08:00 - 18:00


      † 5p per minute from a BT landline, other providers’ charges may vary. 
    • View More: O2 O2 Pay Monthly Contact Details
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  • O2 Pay and Go Contact Details

    • Pay & Go Customer ServiceDialCharges
      From your O2 mobile444525p per call
      From a landline0844 809 02225p / min†
      Opening hoursMonday - Friday08:00 - 21:00
       Saturday08:00 - 20:00
       Sunday08:00 - 18:00


      Pay & Go iPhone Customer ServiceDialCharges
      From your iPhone230225p per call
      From a landline0844 875 23025p / min†
      Opening hoursMonday - Friday08:00 - 21:00
       Saturday08:00 - 20:00
       Sunday08:00 - 18:00


      Top-Up LineDialCharges
      From your O2 mobile4444Free
      From a landline0845 606 2277Local rate‡
      Opening hoursMonday - Sunday24 hours


      † 5p per minute from a BT landline, other providers’ charges may vary. 
      ‡ Local rate from a BT landline, other providers’ charges may vary 
    • View More: O2 O2 Pay and Go Contact Details
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  • Vodafone Contact Details

    • Existing Vodafone customer
      You can contact us by calling 191 from your Vodafone phone.

      Already a Vodafone customer and calling from another phone?

      Calling us in the UK
      (Lines open 24 hours*)

      Pay monthly08700 700191
      Pay as you go08700 776655
      * lost and stolen calls only between 8pm and 8am

      Calling us from abroad

      Pay monthly+44 7836 191 191
      Pay as you go+44 7836 191 919

      Not a Vodafone customer yet?

      Pay monthly08080 408 408*

      Please note that your calls may be monitored for quality assurance and training purposes.

      *Opening hours: 8am-8pm Mon to Sun
    • View More: Vodafone Vodafone Contact Details
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  • Orange Pay Monthly Contact Details

  • Orange Pay and Go Contact Details

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