Troubleshooting Your Mobile Service

If you are experiencing issues with calls or mobile data, please follow the relevant steps below to get back online.

Can't Make or Receive Calls?

If you're having trouble with voice services, try these steps in order:

• Reboot & Refresh: Turn your phone completely off, wait 2 minutes, and turn it back on.

• Check Your Signal: Look at the signal bars at the top of your screen. If you have no bars, you may be in a "dead zone."

• Verify the Number: Ensure you have the correct number and, if calling off-island, that you have included the correct area code.

• Check Your Balance: If you are a Pay As You Go customer, dial *#100# to ensure you have sufficient credit.

• Check Phone Settings: Ensure "Do Not Disturb" or "Airplane Mode" hasn't been accidentally enabled.

• Test Your SIM: If possible, insert your SIM card into another handset. If the SIM works in another phone, the issue may be with your device.

• Update Software: Ensure your phone is running the latest operating system updates.

Mobile Data Not Working?

If your internet connection isn't working, please check the following:

• Check Signal Strength: Data requires a stronger signal than voice calls. If your signal is very weak, data may not load.

• Enable Mobile Data: Check your phone's settings under "Network & Internet" or "Mobile Network" to ensure mobile data is toggled to ON.

• Check Balance: Again, use *#100# to ensure you have enough credit (Pay As You Go).

• Reboot: As with call issues, a quick restart often resolves connectivity "glitches."

• Test Your SIM: Use a different device to rule out hardware failure.

• Update Software: Ensure your device software is up to date, as outdated settings can interfere with network protocols.

Still Need Help?

If you have completed the troubleshooting steps above and your service is still not working, we are here to help:

• Raise a Ticket: Visit our Submit a Request page.

• Call Us: Contact our customer service team on 07624 247247 (please use an alternative handset if your phone is still out of service).

Heading Abroad?

Learn how to manage your mobile data, calls, and text usage while travelling. Explore roaming plans, tips, and settings to ensure you’re always in the loop, no matter where you are. See our roaming page here: Roaming Charges | Sure Isle of Man