30-04-201306:28 PM - last edited on 01-05-201301:44 PM by Aoifec
Can't connect to the network? Well, if you're not somewhere in a cave and it isn't your phone (have you tried switching it off and on again?) then there might be something funny going on with the service. Follow the steps below and you should be sorted out in no time:
Step 1: Find out if it happens to others as well
If there is no official announcement, yet, it helps to know if it's just you or if others experience the same thing. Try typing your problem into the search box at the top of the main community page or go directly to our Need Help section. You might find the solution there already.
Step 2: Let us know on the community
If you couldn't find what you were looking for it's time to let us know. Start a new topic in Need Help and explain your problem in as much detail as possible. Our members and staff are keeping an eye out for anyone who might need help so you won't have to wait long before someone gets in touch with you.
Step 3: The last resort: contact our care crew
If you've tried steps 1 and 2 and you're still no further to a solution it's time to contact our care crew. Click here to get in touch with them. The 48 support crew work 7 days a week from 8am to 10pm, and they'll get back to you within 24 hours.
What happens if there's a service issue?
Bad things happen and in case of a service issue it's up to our techie guys to fix things. When this happens we'll keep you updated on how they're getting on. The best place to find info on this is in the community - you'll find this in Techie Updates. Here's what to look out for:
We'll put those up when things go seriously wrong. They all have the same format and will give you a good idea about what kind of issue we're dealing with, when it happened and whether it's been resolved or not:
Screenshot of open service thread:
Screenshot of resolved service thread:
We know you're busy and don't have time to check the community every minute so here's a guide on how often we'll update you if a service issue happens:
If it's a serious issue that affects the majority of our users, i.e. your texts and/or calls aren't working, the internet for all of Ireland is down, we'll update you once every hour.
If it's a local issue with our service, i.e. the internet for the people in Galway is not working but everyone else is fine, we'll update you once every two hours.
If it's something annoying but nothing serious, i.e. top ups are being a bit slower than usual, we'll update you once per day.
You know what to do and what to expect now so let's try and be cool when the next issue happens. Our techie guys take this serious, there's no need for shouting.