Try turning the phone off and on again. 

Hi MZone - I had tried a restart, but I’ll try the old off/on again and see if it clears.

...Nope - internet still not loading. I don’t think ID have actual people to speak with to help resolve this. Seems a shame to have to wait for the next billing period. 

Nope - didn’t work, but thanks anyway

You’ll probably need to use the iD online Live Chat service, to speak to a customer adviser ​@Zanna1   

The advisers work until 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”. ​​

Thanks for that, will try tomorrow.

Hey there ​@Zanna1, what was the bill cap your account was set to and how much did you use please?

Thanks,

Tyler

Hi ​@Tyler 

The cap was low - around £5 I think because it had never been an issue. I slid the amount upwards to £20 on the web portal. My phone is still not loading websites properly and I still can’t open the iD app.

It’s very, very slow and it’s beyond frustrating. Can this be remedied? 

(NB, my phone is working via the internet at home, but nowhere near as quickly and efficiently as my laptop, so the issue seems to be with the phone / iD Mobile)

Many thanks

Suzanne

Hi ​@Tyler 

Any update please? the BBC news webpage just took a couple of minutes to load and wouldn’t even load the photos. My phone was working fine until Friday 21st and hasn’t been right since

Thanks

Suzanne

Hey there ​@Zanna1, sorry to hear this.

Just to confirm, are you in the UK now, or abroad sorry?

Thanks,

Tyler

Hi ​@Tyler 

Problem resolved via Charlene, via laptop, earlier today

Case closed

Thanks

Glad to hear the issue has been resolved ​@Zanna1 

Nat

...Actually… not yet resolved. 

My phone is still much slower on home wifi than without. Unfortunately I must have racked up lots of data while in France (thick stone walls in the house I was staying, lots of loss of wifi - and maybe google maps wasn’t a great idea while driving!)

I made the rookie error of checking that you covered France, but that was all I did, so I’ve exceeded the 45MB limit. I still don’t understand why service is not good via home wifi as it had worked seamlessly previously. 

I think I need a better plan next time I go to Europe: answers on a postcard please! 

Hi ​@Zanna1,

Home Wi-Fi is dependant on the Wi-Fi provider and not your SIM provider.

The handset would first use Wi-Fi if it is connected, have you tested your handset on another Wi-Fi network.

Kash

Hi Kash

I’ll try another wi-fi network shortly - but my laptop is working fine on the home network and my phone had been fine before I went away. Damned annoying. 

Thanks though!

Hi ​@Zanna1,

You can also test the SIM in another handset to see if it improves there, it will confirm if it’s a handset issue.

Kash