Use this guide if calls drop, texts arrive late or you have to stand by a window to get a signal at home. You need your phone, your mobile network account login and, ideally, working home broadband.
Step by step
Check where the problem is
Walk around your home and garden and note where the signal bars improve or disappear. Ask others in the house whether their phones on different networks do better. Thick walls, insulated windows and basements often block signal.
Check your network's coverage checker
Look up your postcode on your network's online coverage checker or app, which shows expected indoor and outdoor signal. Also check for any reported outages in your area. If the map says coverage should be good, the problem may be your phone or settings.
Turn on Wi-Fi calling
Most UK networks and modern phones support Wi-Fi calling, which routes calls and texts through your home broadband. Switch it on in your phone's mobile or phone settings, and check with your network that your plan supports it. It usually costs the same as normal calls from your allowance.
Restart and update your phone
Restart the phone, install any system updates and check for a carrier settings update. Toggle aeroplane mode on and off to force it to find the strongest mast. Remove a thick or metal-lined case to see if it makes a difference.
Ask your network for help
Contact your provider, describe where and when signal drops, and ask whether there are known faults or planned improvements. Some networks can offer a signal booster that works through your broadband. Make a note of who you spoke to and what they said.
Consider switching network
If another network works better in your home, you can switch and keep your number using the text-to-switch service. Text the free code request to your current provider and give the code to your new one. Check any early exit fees in your contract first.
Ready-to-use checklist
- Weak spots in the home noted
- Postcode checked on coverage map
- Outages checked
- Wi-Fi calling switched on
- Phone updated and restarted
- Network contacted and notes made
- Other networks compared
- Contract end date and exit fees checked
Practical tips
- Ask a neighbour on a different network whether their calls work well indoors before you switch.
- Keep Wi-Fi calling switched on permanently so it takes over whenever mobile signal is weak.
- Remember that Wi-Fi calling needs working broadband, so keep a plan for power cuts and emergencies.
Common problems
I cannot find a Wi-Fi calling option on my phone.
Your phone model, software version or plan may not support it yet. Update the phone, then ask your network whether your handset and tariff are compatible.
Calls on Wi-Fi keep cutting out.
The problem is probably your home Wi-Fi rather than your phone. Move closer to the router or follow a guide to diagnose slow Wi-Fi, as a weak Wi-Fi connection gives poor call quality.
My network says coverage is fine but I still have no signal indoors.
Give them specific dates, times and rooms, and ask them to raise a coverage investigation. If nothing improves and you are still in contract, ask about your options for leaving without penalty.
This guide gives general information, not personal legal, financial or medical advice. Rules and prices change, so check the current position with the official service before acting.
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