Coverage Issues
Please ensure the below checks have been followed. These steps will either resolve the problem for you or allow us to provide a resolution as quickly as possible.
Step 1
Has the number connected in the last 24 hours? If the number has recently been connected to the network this may be an incomplete connection which is causing problems for your SIM.
- Yes continue to the next step
- No continue to step 3
Step 2
Did you have an email and/or a text message from Exeltel confirming that the number activation/port request had sompleted?
- Yes contact support on 0333 004 0180 or email us at [email protected] and we will assist further.
- No continue to next step
Step 3
Perform a hard reset on your phone. Take out the battery (where possible if it isn't possible refer to the manufacturer's guide on how to hard reboot the device) and SIM card without switching the handset off. Then wipe the SIM card with a soft dry cloth. This will resolve a large number of problems caused by registration to the network. Did this work?
- Yes problem resolved
- No continue to next step
Step 4
Please check the service checker to view the coverage of the area you are having a problem with. Click Here To Check Your Coverage
Does this show you should have good 3G and 4G coverage in the area you are checking?
- Yes continue to next step
- No, problem identified as coverage in that area.
Step 5
Are there any mobile notifications on the Exeltel Status Page? You can view this at https://status.exeltel.co.uk At this point you may be affected by a problem that needs to be investigated further. Please check the notifications on the status page to see if this is a problem, we are already aware of.
- Yes then please keep an eye on the status page for further updates
- No continue to the next step
Step 6
Try the SIM card in a handset you know to be working. This helps us to identify it the problem may be related to the number being dialled or the customer's number. Did this work?
- Yes the problem lies with the handset. Please refer to your own process relating to handset repair/ exchanges
- No continue to the next step
Step 7
There may be a problem with your SIM card, and we need to replace this. You can call us on 0333 004 0180 or email us at [email protected] to arrange for a SIM swap.