Mobile troubleshooting

SIM problems?

The small plastic chip in your phone, which is used to connect your handset to the network, can sometimes display an error message. If you are getting an error related to your sim this can often be solved in the following ways:

Check that the SIM is inserted correctly. It may be that you have recently dropped or bumped your handset. Try following your handset’s user guide to confirm the SIM is in the right place.

If you have forgotten your PIN code it may be that the handset requires a PUK (Personal Unblocking Key) code. Give us a call on 02392 60 30 55 and we can help you get this unblocked.

Occasionally dust can gather between your SIM and handset. Try the following to remove the dust:

  • Turn off your phone and remove the SIM card
  • Clean the gold connectors on the SIM with a clean lint-free cloth
  • Replace the battery and turn your phone on without a SIM
  • Turn your phone off, replace the SIM and restart the phone

Updating your phone software?

To continue to get the best out of your handset it is important to keep it up to date. From time to time your handset manufacturer will release a software upgrade which is usually free and includes new features, updated applications, better performance, and can often help fix software issues. Your handset will usually alert you when there is a new upgrade available. Simply visit the settings on your device and locate the update software button. If you are having trouble doing this please contact us on 01329 558 558.

IMEI number

IMEI or International Mobile Equipment Identity is a unique ID given to every phone. To find the IMEI of your handset you can simply dial *#06# from your phone. Additionally, the IMEI number can also be located on most handsets on the sticker under the battery or on the back of your phone.


Call 901 from your handset to access your voicemail. Make sure you have set a PIN code to keep your messages secure. You will be asked to set this up the first time you call your voicemail. To change your PIN just  follow these simple steps:

  • Call 901
  • Press * and then 4
  • Follow the instructions to set up your new PIN.

You can also use your voicemail abroad. All you need to do is call 901 as usual. If this doesn’t work call 1780 free from your mobile, or +447802 090 100 and you will then receive a text to tell you the correct number to call.

Network or signal problems?

There are many reasons why you might experience signal or coverage issues. When you are talking and on the move, your phone needs to switch between signal masts, this generally happens smoothly, however, sometimes your call can disconnect. Try the call again and your phone will pick up the nearest mast to you and the signal will continue working.

If you have continuous signal problems there are ways we can help to try and improve this. Call our customer service team on 01329 558 558 to discuss ways in which we can try and improve this for you.