Service Updates


No known service outages

Contact Us

For urgent or out of hours support call our team on 0345 868 7848

Orders & Support

Contact the mobile team for updates regarding any orders in progress or for assistance with your mobile services.

E mail -

Operating hours - Monday to Friday, 9am-6pm


I have no signal on my device, what do I do?

There could be several reasons for your device to have no signal. The fault may be caused by your device, your SIM or the network.

To begin with try restarting the device a few times as this can often re-establish the connection to the network. If this does not resolve the issue contact our support team on 0345 868 7848 who will run through further diagnostics. 

On occasions, the network will carry our maintenance work to ensure they are providing customers with the best service possible. This, unfortunately, can cause some disruption to service.  Please note, should we believe the disruption in service to stem from your SIM we will gladly send you out a replacement which is usually received the next business day

Why was my SIM not activated when it was sent to me?

We do not activate SIM cards before sending them to you as there is always a chance that the SIM could be lost in the post. We would not want anyone to gain access to your phone so we activate the SIM card once we know you are in possession of it. If you have not received your SIM card, please let us know, alternatively if you need it activated please email

What is Wi-Fi calling and how can I use it?

Quite simply, Wi–Fi calling allows you to make phone calls and send text messages over wireless internet networks rather than over the 3G or 4G mobile internet connection that you normally use that is generated by mobile phone masts. This service is ideal if you have poor mobile reception at home.

If you are somewhere without mobile reception but with Wi–Fi, such as an underground station, you only need to connect your smartphone to the network to make a call. It is that simple.

Most of our mobile tariffs can use Wi-Fi calling. However, to allow the service to work you must also have a compatible mobile device. This information can easily be found online or alternatively get in contact with the service desk and we would be more than happy to check for you

What is a manual roam and how do I complete a manual roam?

A manual roam basically means resetting your phones network connection so it can get a shiny, new, fresh connection to the network.  It can solve lots of problems such as: Poor or no signal, Inability to send or receive SMS, Slow data speeds, Intermittent data and Inability to connect to data while roaming.

The process varies from device to device and more comprehensive guides can be found online that will talk you through step by step depending on the device make and model. However please see below generic guide for both IOS and Android devices. 

For IOS devices:

  • Go to Settings and then Carrier (or Mobile Data -> Network Selection for newer versions of iPhone)
  • Toggle OFF the automatic mode and manually change the carrier to something other than the network you are connected to
  • Leave the menu and wait until it fails to connect to another carrier.
  • Once it fails, repeat the process and this time choose the correct network or select automatic.

For Android devices:

  • Go to Settings and then Wireless networks.
  • Go to Mobile networks and then Network operators.
  • Search for networks.
  • Select a network other than current network
  • Wait until it fails to connect.
  • Repeat the process and this time choose the correct network or “select automatically” (preferable)
How do I stop unwanted sales or marketing calls?

You can stop most unwanted sales or marketing calls by registering with the TPS (Telephone Preference Service). It's a completely free service, designed to stop anyone getting unwanted calls from businesses or other organisations.

What will I need to make a video call?

You'll need the following:

  1. A phone with video calling capability (the person you're calling will also need one).
  2. To be in an area with 3G or 4G coverage.
  3. For further video calling instructions, check your phone's manual or call the service desk on 03458687848
Unable to make or receive calls?

If you are experiencing problems making or receiving calls, try these troubleshooting steps:

  1. Try restarting your handset.
  2. Try removing the SIM card, putting it back in and restarting the handset.
  3. Try the SIM card in another handset which is known to work. If it then works then you can deduce that it is the handset that is faulty.
  4. Next you can try turning off the wi-fi and checking whether the Mobile Data is working.
  • If it is working, contact us on with your number so that we can check whether there is a voice bar in place. Please be prepared to complete a Fault Form for further assistance.
  • If it isn’t working, contact us on with the SIM serial number (found on the back of the SIM card) so that we can verify that you have the correct SIM card and that all the correct services have been activated. 
Having trouble using your mobile data?

If you are experiencing problems using your mobile data, try these troubleshooting steps:

  1. Check your phone settings to ensure that the data is enabled:
  • For Android devices, go to:

Settings > Connections > Data Usage > Ensure the Mobile Data is toggled on

  • For Apple devices, go to:

            Settings > Mobile Data > Ensure Mobile Data is toggled on


  1. Check the APN settings

An Access Point Name (APN) provides all the details that your device needs to connect to mobile data. If you are setting up a new device or putting your SIM card into a device for the first time, your network operator should send you their APN details in a configuration message. Your APN details will be different depending on your network operator.

  • For Android devices, go to:

Settings > Connections > Mobile Networks > Access Point Names

  • For Apple devices, go to:

            Settings > Mobile Data  > Mobile Data Options > Mobile Data Network

  1. Try restarting your handset.
  2. Try removing the SIM card, putting it back in and restarting the handset.
  3. Try the SIM in another handset which is known to work to rule out the possibility that the issue is with the handset and not the service.

If you have tried the above troubleshooting steps and are still experiencing problems using your mobile data, feel free to contact our specialist mobile support team on 0345 868 7848 Option 1 or contact us by email at for further assistance.

Check for network outages using these Coverage Checkers

If you are having problems making or receiving calls you can check for network outages using the below links:

Vodafone -

O2 -

EE -

Three -

Voicemail Activation

To activiate your voicemail on your handset, dial the below short codes and follow the instructions:

Vodafone    1211

O2                  1750

EE                  222

Frequently Asked Billing Queries

What calls are included within my monthly allowance of minutes?

Calls to standard UK mobiles and landlines are included within your allowance. 


How much does it cost for calls outside my allowance?

Please check the table to see how much calls outside of your allowances are charged at.

For charges related to calling other countries or roaming, please check


What are premium rate services?

Premium rate services allow you to purchase a service or product from another company (Not FluidOne), and then add the charge to your monthly bill.
The most common examples are numbers starting with 118 or 09, which might include:

  1. Calls to chat lines or TV competitions and reality shows, like I'm a Celebrity and Strictly.
  2. Premium text messages for TV competitions (these usually say something like 'text WIN' to a certain number) or charity TV events like Comic Relief.
  3. Purchasing apps and making e-money transactions.


How can I see which premium rate service I've been charged for?

You should be able to see what you've been charged for on your monthly bill. If all you can see is a number, try putting it through an online phone number checker. You may also have received a text message to confirm your purchase, so keep an eye out for that.


How do I make calls to premium rate numbers?

Premium rate numbers provide services like news, sport, weather, games or adult content. If you call a premium rate number it won't come out of your monthly allowance, and you'll be charged at a higher cost than regular calls. All customers have premium calls turned on by default. You can switch this feature off by emailing

How can I save money with MobileFlex?

FluidOne's MobileFlex regularly reviews your needs with in-month and end-of-month management reporting to highlight areas of spend that can be addressed by better solutions. We help our customers make informed decisions based on their usage throughout the agreement which could help cut costs. 

If you would like to find out more about our mobile services, need assistance or simply advice, please get in touch with your account manager or call our team on 0345 868 7848.