Gaslit by customer service

Hey there ​@Mbrowning93, we’re very sorry to hear you’ve had poor experiences with our customer services. Can you confirm which team you’ve been speaking to please, and when the last correspondence was?

Thanks,

Tyler

Hi Tyler,

Thanks for your reply, I've been speaking to customer service via the live online chat function. 

The conversation above was from yesterday afternoon which is the most recent conversation I have had. 

Hi there ​@Mbrowning93 

So you’ve got ongoing signal issues and are unable to make and receive calls?

And having spoke the Nadine on live chat you’re trying to establish why the 1st replacement iD SIM never arrived and how on god’s earth did the 2nd replacement SIM ended up being posted to an address you’ve never even lived at somewhere in Tiverton?

And being as this signal/calling issue has been ongoing for over a year you either want to be released from your contract or you want compensation?

And iD have told you this address in Tiverton is showing as a previous address on your account?*

The only previous address was up in Scotland?

*iD then go on to state the address in Tiverton was never on their system? Though is looks like she may have confused they previous address in Scotland with this unknown one in Tiverton

For you to cancel iD want £227.49

I can see why you’re not best pleased.

For the signal side of things are there any known issues at your current (and correct) postcode:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

Also, using your postcode (and not the one iD have on their system as a previous address🙄) what results to you get:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

It defaults to 4G, but you can check 3G and 5G by selecting them

If 3G has gone from your postcode have you ever been told to read this?

• 3G is being switched off and I can't make calls. What do I need to do? F.A.Q.

Basically you need to enable 4G or LTE but either need VoLTE turned on

If you’re using a Samsung phone some can’t have VoLTE enabled due to a previous providers service inhibiting the functionality

For the posting issue regarding the Tiverton address (I’m assuming your name was on the envelope but with the wrong address) only iD can amend this, though I wonder if your account was historically somebody else’s, how or why I’ve not got a clue. I guess another possibility is that someone is redirecting your post - it may be worth getting this checked with Royal Mail.

I know this was included in their reply, but you can go to your nearest Currys and ask for a free replacement iD SIM. Though this depends on if you can or indeed want to go yourself. From there you can activate it yourself either via the app or online portal.

Anyway, I hope iD can sort the address issue out and advise why they have sent at least one SIM to Tiverton🤞

Hi ​@Mbrowning93 

The team would have only sent a SIM card to a delivery address that was already on the system, if you have since updated your address in the iD Mobile side, it may still need updating in the delivery system side, which we’d need to do manually. We share the delivery system with Currys/Carphone Warehouse.

We wouldn’t be able to wipe a termination fee upon request, if you cancel early you’ll be liable for bills through to the contracted term end date.

Tom

I have never had an address in Tiverton registered with ID. I have since been able to track down the address in Tiverton where the sim was sent and confirm it has been received in Tiverton at an address I have never shared with ID. There is no way that address could have ever been on the system unless an error in your system had occurred. 

I cannot understand why ID won't take ownership of this issue. Even if you aren't sure of the cause it is clearly a fault on IDs part. 

I am extremely uncomfortable with the fact that my personal information is being shared/sent to an address I have never registered with ID.

am writing with regard to the above complaint. I wrote to you on 11th December 2024 asking you to address the issues with network service I have been dealing with for over a year. I have been unable to make or receive phone calls since the start of my contract and I have requested a resolution.

Your attempts to resolve the problem have not been satisfactory and you claim that there is nothing more you can do to help me. 

It appears that we have reached a position of deadlock. 

Therefore, I am left with no alternative but to take my complaint to the communications ombudsman.

I would afford you one final opportunity to reconsider your position and confirm to me within the next 14 days that you will either allow me to terminate my contract with immediate affect at no cost, offer a suitable compensation for the months I have been unable to make phone calls or alternatively send me a letter of deadlock. 

If I do not hear from you within this timeframe I will refer this dispute to the communications ombudsman with no further reference to you.

Thanks

I have also stated this to the online customer service.

Hi ​@Mbrowning93,

Sorry to hear about all the issues that you have experienced.

If you have raised a complaint already the Complaints Team will get back to you.

However if the complaint hasn’t been raised we can’t raise this via the thread we will need to PM you or alternatively the quicker method is to contact Live Chat.

Please let us know which you prefer and we can PM you if you require.

Kash