How do I connect my Android to my carrier?

Need help activating your Android device and connecting it to your carrier in the UK? Here are some things you can do to get connected.

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My device doesn't recognise my SIM card
My device doesn’t connect to my network or carrier
How do I find my Access Point Names (APN)?
My device isn't fully unlocked or is locked to another carrier
My device shows the logo of another carrier upon starting up
My device is blocklisted
How do I find my device's IMEI?

My device doesn't recognise my SIM card 

SIM cards give you access to your carrier's mobile data network so you can make calls, send messages, and access the internet.

If you're having issues with the SIM card, the troubleshooting is often simple. With some basic checks or by changing your SIM card, the issue can usually be resolved.

Troubleshooting checklist

✔️   The SIM card is the right size (most UK phones use nano-SIM) ✔️   The SIM card is seated properly within the tray ✔️   You have a recent SIM card from your UK carrier

If it's been a long time since you received a new SIM card from your carrier, make sure to get a new one — changing your SIM card will help ensure that you get the best network experience from your carrier. Learn more about SIM cards

Phones bought on Back Market do not come with SIM cards. If you need a new SIM card, you'll need to contact your carrier directly.

My device doesn't connect to my network or carrier

If you're having trouble connecting your Android device to your UK carrier's network, here are some things you can do to get connected.

Troubleshooting checklist

Mobile data is turned on

To make sure that your mobile data is turned on, follow these steps:

1. Go to "Settings" > "Network & Internet" or "Connections" > "Mobile data" or "Cellular data" (on some Android devices, select "Data usage" to find this).
2. Turn on "Mobile data" or "Cellular data". If it's on already, toggle it off and on again.
3. Check for a data indicator (like 3G, 4G, 5G, H) next to the signal strength icon at the top-right of the screen.

Check your coverage area

Make sure that you're in an area with cellular network coverage. If you don't get a data indicator, you may be in an area without coverage. If you can, relocate to a different area, or go outside, and check your signal again.

If this happens often, you'll need to contact your carrier or check their UK coverage map.

Check for system updates on the Android

Update your Android to the latest version — to stay updated with the latest Android version, simply go to: "Settings" > "System" > "System update" (on some Android devices, go to "Settings" > "Software update" > "Download and install").

 

Take out and/or change the SIM card

After removing the SIM card, put it back in. You may need to contact your carrier in these scenarios:

• If the SIM card is damaged or doesn't fit in the SIM tray, ask your carrier for a new SIM card.
• If you transferred your SIM card from another device, ask your carrier if your SIM plan works with your Android device.

Reset the Android with a new SIM card from your carrier

We encourage you to get a new SIM card from your carrier and then activate the Android with the new SIM card.

If it's been a long time since you received a new SIM card from your carrier, make sure to get a new one — changing your SIM card will help ensure that you get the best network experience from your carrier.

Check your device's IMEI on your carrier's website to test compatibility

You can check the compatibility of your Android device with its IMEI number directly on your UK carrier's website.

Learn if your Android device will work with your carrier

Contact your carrier

How do I find my Access Point Names (APN)?

The APN is the setting your phone needs in order to set up a connection to the gateway between your carrier's cellular network and the internet. It defines the network path for all cellular data connectivity. Some UK carriers require you to enter your APN settings to set up your cellular service.

If allowed by your carrier, you can view your APN settings in one of the following locations:

• For Samsung, go to: "Settings" > "Connections" > "Mobile networks" > "Access Point Names"
• For Pixel, go to: "Settings" > "Network & Internet" > "Mobile network" > "Advanced" > "Access Point Names"

Not all carriers allow users to manually set the APN settings, so don't edit the APN unless advised by your carrier. ►Contact your carrier to verify the correct APN settings.

Learn more about APN settings on Android

My device isn't fully unlocked or is locked to another carrier

If your Android device is locked to another carrier, make sure to check:

Make sure you ordered an Android model that is compatible with your UK carrier and UK network bands.

My device shows the logo of another carrier upon starting up

This can happen if the phone was originally sold by another carrier. As long as the device is network-unlocked and compatible with your UK carrier, the splash screen won’t affect service. If you can’t use calls/data, verify unlock status and APN settings, and check compatibility with your carrier using your IMEI.

My device is blocklisted

If a device is blocklisted in the UK, it cannot access UK mobile networks. Contact your carrier to confirm the status via IMEI. If you purchased on Back Market and believe there’s an error, please contact Back Market support with your order details.

How do I find my device's IMEI?

You can find your IMEI by dialling *#06#, in Settings > About phone, or on the SIM tray/box label. Use this IMEI to check network compatibility and blocklist status with your UK carrier.