FAQ

There are 3 ways to contact Redsquid these are:

Webchat: The webchat is open 0900 – 1730 Monday to Friday and is an ideal way of contacting us quickly for simple queries. This method would be ideal for Sim Swaps and activations, Lost and Stolen bars, or Hardware support.

Email: For any mobile support queries please use the [email protected] email address. Emails to the team can be more suited for billing queries or where there is a more complex issue that requires greater explanation.

Telephone: 020 8166 4540

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 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.

You may need to complete a hard reset and manual roam to connect to a network. This will then allow any calls and text messages to come through. As these processes differ depending on what device you are using it is best to have a look online for instructions otherwise our friendly support team will be more than happy to walk you through this.
We have experts on both Android and IOS devices on hand. 

This may be due to the network carrying out improvements to your service in your local area. Alternatively, this may be due to spots where there is no coverage of the network. Please be assured, the network are continually adding coverage areas to improve the service provided.  

It is possible to check this online using the following:

Vodafone: https://www.vodafone.co.uk/network/status-checker

O2: https://www.o2.co.uk/coveragechecker

EE: https://coverage.ee.co.uk/coverage/ee

When we send SIM cards out in the post, you will need to contact us to activate the SIM to enable you to begin using it. The quickest way to do this would be to chat with us via our webchat functionality from the website.
If this is not viable please call our support team on 020 8166 4540.

You will need to have the SIM card and mobile number to hand. Sim activations can take up to 24 hours to complete but is usually a lot quicker than this. If after 24 hours you are still having problems with the sim please do get in contact with us. 

The quickest way to do this would be chat with us via our webchat functionality from the website. You will need to have the SIM card and mobile number to hand. If this is not viable please call our support team on 020 8166 4540.

Sim activations can take up to 24 hours to complete but is usually a lot quicker than this. If after 24 hours you are still having problems with the sim please do get in contact with us. 

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. 

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 (Vodafone One-net is the exception). 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 us and we would be more than happy to check for you.

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. 

IOS

• 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.

Android

• 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)