Mobile help and support.
Get the most out of your service or easily diagnose your problems with our easy to follow guides.
Mobile
Got your SIM and ready to go? Here's how to get up and running in a few minutes.
If you've got a physical SIM
Pop your old SIM out, slot the Fibrely one in, and turn your phone off and on again. You'll usually get signal within a couple of minutes.
If you've got an eSIM
You'll have received a QR code by email. On your phone, head to your mobile or cellular settings, choose "Add eSIM" or "Add mobile plan", and scan the QR code. Follow the on-screen steps and you'll be connected in a minute or two.
Nothing happening?
Give it up to 24 hours — sometimes activation takes a little while behind the scenes. After that, restart your phone, check it isn't in airplane mode, and make sure mobile data is turned on.
No signal is annoying, especially when you really need to make a call. Let's work through it.
Flick airplane mode on and off
Turn airplane mode on, wait 10 seconds, turn it off. This forces your phone to reconnect to the network and fixes a surprising number of signal issues.
Restart your phone
The old classic. Fully turn it off, wait 30 seconds, turn it back on. This works more often than you'd think.
Check where you are
Indoors, in a basement, or in a thick-walled building? Try stepping outside or near a window. Mobile signal struggles with stone walls and concrete in particular.
Try Wi-Fi Calling
If your home signal is patchy, turn on Wi-Fi Calling in your phone settings. You'll be able to make and take calls over your home broadband when mobile signal is weak.
Is it just you?
If others nearby on Fibrely Mobile have signal and you don't, it's likely your phone or SIM. If everyone's struggling, there might be a network issue in your area — check our service status page.
Calls and texts working but data won't load? Here's the quickest way to fix it.
Check mobile data is on
Sounds obvious, but it's the most common cause. Open your phone's settings, find Mobile Data (or Cellular Data) and make sure it's switched on.
Flick airplane mode on and off
Turn it on, wait 10 seconds, turn it off. Quick way to nudge your phone into reconnecting properly.
Check your APN settings
If you've just moved to Fibrely Mobile, your phone might still be set up for your old provider. Pop into your phone's mobile network settings and reset the APN, or set it to "fibrely" if there's a manual option. Most phones do this automatically when you restart.
Restart your phone
Fully off, wait 30 seconds, back on. Don't underestimate this one.
Check your data allowance
If you've used up your monthly data, things will slow right down or stop. Check your usage in the My Fibrely app.
Heading away? Here's everything you need to know about using your Fibrely Mobile SIM overseas.
Roaming isn't included as standard
To keep our prices low, roaming isn't built into our base plans. You'll need to add the Roaming bolt-on before you travel — otherwise your SIM won't work outside the UK.
What's included
Our Roaming bolt-on covers the EU (all 27 countries), Switzerland, the USA, Canada, and Mexico. You get 20GB of data, plus unlimited calls and texts while you're away.
How to add it
Open the My Fibrely app and add the Roaming bolt-on. You can take it as a recurring monthly add-on (great if you travel often) or as a one-off 30-day purchase for a single trip. Add it before you fly so it's ready to go the moment you land.
Fair use
Our roaming bolt-on is designed for trips abroad, not for living abroad permanently. If you're outside the UK for more than 60 days in a row, we'll send you a heads-up and then pause roaming until you're back. Once you're home, it'll switch back on automatically.
Travelling somewhere not on the list?
Outside the EU, USA, Canada, and Mexico, your SIM won't work. Best to use Wi-Fi where you can, or pick up a local SIM or travel eSIM at your destination.