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Network queries - frequently asked questions


We receive a number of network related queries every month and many of these ask about how we handle these enquiries.


This FAQ tells you everything you need to know:

1) I’ve posted a network query, what now?


2) Why can't you give me a timescale on the fix?

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It’s important that you give us as much info as possible, so we can check if this is a fault with the network, or with your phone. We ask you to check our troubleshooting guide and post the template, as this will help us get to the bottom of things more quickly.


If it’s a problem with your phone, we’ll help you get back on track as soon as possible.


If it looks like we have a network fault, we’ll need to run some checks. Sometimes this is already being investigated and we can update you there and then. However, if it looks like a new issue, we can raise a case with our Network team.


We then give them time to fully investigate and resolve the issue. While this is happening, you may want an update, so check out our network status checker. This contains updates and progress reports on any known network issues and planned maintenance. 

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