No signal and mast down

[JAG19671]

Hello

My daughter and her husband both are on 02 monthly contracts.

Yesterday my daughter's phone stopped getting any signal. So she put her 02 sim into her spare phone, still no signal. She checked on the 02 status page, and it says "Sorry, a phone mast close to you isn't working.

Looks like a phone mast near to you isn't working as it should, sorry. Our engineers are on the case but your service might come and go until we fix it." But her husband's 02 signal is fine!

She is trying to register on the My Network Portal, to add her address so she can be kept updated, but it is not working, nothing is happening.

We've read about 02 stopping 3G but she is 4/5G - anyone else having this problem? She is in OX14.

Many thanks!

[Enlli]

It may be mast related but as another phone is working it could be account related. Swapping the SIM cards between the two phones should prove the latter

Guide: Is the network down for me or everyone? 

Guide: How can I sort out my network issues? 

The community is customer based so we can't do anything regarding signal or accounts

Ways to contact O2

Guide: How to find help & contact O2 

[Oxonian]

This is a useful app @JAG19671 both for now and for the future :- 

My Network App - Find Out More About Your Network Coverage | Apps | O2

https://www.o2.co.uk/apps/my-network

Understand your network coverage

With the My Network app you can keep an eye on your coverage, wherever you are. Download the app and you’ll be able to:

- check the status of our network in your area – you don’t even need to enter your postcode

- test your network speeds

- report any issues with your service.

It’s simple to use and means that you can check the network without having to visit the main site or even enter a postcode.