For the fastest resolution of technical issues, we recommend raising support tickets directly through the ONSIM Online Portal. This is the most efficient way to report call faults, as it allows you to link specific examples from your call logs directly to our technicians.
How to Raise a Ticket via the Portal
Login: Access your dashboard at app.onsim.uk.
Navigate: Select Support Centre from the left-hand menu.
Choose Category: Select either In/Outbound Call Issues or Other.
Option A: In/Outbound Call Issues
This path is specifically designed for reporting faults with voice services.
Select Examples: You will be prompted to select 3 or more calls from your recent logs that demonstrate the issue. This replaces the need to manually type out call details.
Describe the Issue: Provide a clear description of what is happening (e.g., "one-way audio" or "calls dropping"). The more detail you provide here the better.
Technical Details: Complete the additional info fields, including your postcode at the time of the fault and the handset make and model you are using.
Pre-Check Confirmation: You will be asked to confirm if data and SMS is working, that you have performed a handset restart or Flight Mode toggle and that you have enabled VoLTE. A simple refresh or checking these settings often resolves connection issues immediately, saving you the need for a ticket.
Option B: "Other" Queries
Use this category for general inquiries or issues not related to making and receiving calls (e.g., billing questions, feature requests, or data issues).
Details: Provide a descriptive subject line and as much detail as possible. The more information we have, the faster we can provide a solution.
What Happens Next?
Once your ticket is submitted, it is instantly assigned to our support queue. Our team will investigate the logs and provide a response. All updates and replies will be sent to your registered email address.