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Go to BasketProblems with your phone?
If you’re having problems with your device then take a look at our device guides. They provide detailed help for your device using easy step-by-step guides and let you book your device in for a repair online.
Try these checks first
If you think your Tesco Mobile phone is faulty, please try these checks first, before reporting it to us.
There may be a temporary problem with the signal in your area. As we use O2’s network, check your postcode on their live status checker for the most up-to-date information of the signal where you are. If there are no known issues in your area try a manual network selection – our device guides can show you how to do this on your device.
If you’re using a physical SIM
a) Take it out of your device and clean it with a dry cloth. Insert your SIM back in and see what happens.
b) If the problem continues, try your SIM card into a different Tesco Mobile or unlocked phone. If the SIM card doesn’t work in another phone, the problem is likely to be with the SIM card.
c) If you can, try and see if another Tesco Mobile SIM card works in your phone. If this works, your SIM card is faulty. If it doesn’t, it’s possible your phone is faulty.
If you’re using an eSIM
Please attempt to reboot your phone and if you’re still experiencing problems, move on to step 3.
We recommend not using old or third party charging products as these can damage your device. Make sure you’re using the charger that came with your phone.
What to do next?
If you still think your phone is faulty, use our troubleshooter, which has a 90% success rate. If we can’t help you fix your device, you’ll be able to book it in for a repair online.
If the problem is with your SIM card, please contact us and we’ll send you a new one free, with your existing mobile number.
If you’re a business customer, please contact us.
Related Help
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Phone repair and warranty