First five minutes
Look for an outage; check airplane mode; reboot; confirm SIM/eSIM selection; compare another location. Document the error and time.
Escalate carefully
Use official provider contact channels for account-specific diagnostics. Never share a password or one-time passcode with someone claiming to fix a network issue.
What to take to the provider
Have the tariff name, start date, current bill or usage screenshot and the exact question ready. You can ask our independent team to help frame those questions, but only the network can see your account or process changes.
Open a network dossier ↗For switching rules, see the Ofcom guide. For plan terms and charges, use your network’s current official documents.