Hello ​@tommyp1234 

Thank you for reaching out to us here on the community. 

We are very sorry to hear you are experiencing issues when using data, this is not the level of service we aim to provide. 

Can you please confirm the make/model of your handset and if the issue happens in a particular location or all over? 

If it is mainly in one location and you feel comfortable in doing so, please share the full postcode. 

Thanks, 

Nat 

At my home address, NG3 1JL and across most of the city too. There’s only certain places where it works okay. I’m currently paying for a LYCA eSIM. I’m using it right now to type this message. It works lightning fast. I shouldn’t have to pay for that.

Thank you for your reply ​@tommyp1234 

I have taken a look and the signal for 4G is showing strong for both indoor and outdoors.

There are also no issues reported in the area. 

What is your handset make/model please? 

Thanks, 

Nat 

Brand new iPhone 14, bought at the same time when I signed up for ID mobile I got the phone as well, a sim + phone deal 

Hey there ​@tommyp1234, thank you.

Have you tried resetting your network settings please?

Also, is the issue only with data?

Thanks,

Tyler

The phone aspect works fine (texts and calls) - it’s the data that is the issue. Yes I have tried resetting my network settings, removing/reinserting the sim, resetting my phone, toggling data on and off etc. it’s the ID mobile connection, I know this because the phone is brand new and, when using an eSIM, like now, the internet connection is fine. 

Hey there ​@tommyp1234, sorry to hear that.

So to confirm, are you using a physical or eSIM with us please?

Thanks,

Tyler

Hi tyler

if you find my previous message on this exact thread, you will see where I explain the Situation 

“At my home address, NG3 1JL and across most of the city too. There’s only certain places where it works okay. I’m currently paying for a LYCA eSIM. I’m using it right now to type this message. It works lightning fast. I shouldn’t have to pay for that.” 
 

meanwhile I have a physical ID sim that has awful internet connection that I’m paying for and locked in to a 24 month contract. It’s a joke in all honesty. I’m going to continue paying for lyca E-sim, until either you sort my internet out or I terminate my contract and use Lyca permanently as they actually work. 

It’s been more than 2 weeks since I raised this issue with you and the point that you and your team are at currently is someone asking me to confirm what we’re even talking about as they can’t be bothered to go through the thread. It’s woeful. It’s appalling. 16 days into the investigation and you’ve got nowhere near sorting out my internet. This is the worst phone company I’ve ever experienced. Im so angry that nuts not being sorted and I’m so angry that there’s no one I can phone, I’ve phoned curry’s again today and they pass my over to your stupid automated service. And you guys on here don’t even know what we’re talking about 

Thank you for your reply ​@tommyp1234 

We would be happy to raise an investigation with our support team. 

This would involve sending you over a private message to take some further details. 

Are you happy to proceed? 

Thanks, 

Natalie 

Yes

Hold on a minute…”raise an investigation with the support team”?? Is that not what I’ve been doing for the last 2 weeks? Who’s the “support team”? Is that not you? This is getting comical now. Sort this out or I’m terminating my contract. I’m fed up now.

Thank you for your reply. 

We are a customer care team and do our best to resolve issues at the first point of contact. 

Our support team are our technical support back office team. We raise an issue to them via a ticket and they run tests and if required, liaise with our patent network. 

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Natalie 

Definitely a scam - I’m with you.

Just joined 5 weeks ago, got a PAC from my previous supplier - which error when I tried to use it. Waited for that PAC to expire (1 month) and got a new one, still the same. Been talking to an agent who can't fix it - suggested I get another new Pac so another month of paying for iD mobile when I can't use the sim!

Eventually they logged a call with their technical team who will contact me about the issue - on the Id mobile number. Which I can't use as I can't swap my number over to… Apparently they can't contact me on any other number except an ID mobile number. (Must be really good technically (sic). 

I complained and a complaint has been raised - they tried to offer me £15 to resolve the complaint - but it hasn't been resolved!!!! I still cannot transfer my old number over, the technical team will only contact me on the id mobile number which I can't use as I would not get any other messages, what's apps, phone calls etc.

Wish I had stayed with SKY……..

Hi ​@glove2 

I’m sorry to hear you had this experience, if the PAC code didn’t work it’d be normal to try a different one, your previous network should be able to cancel a PAC code and then issue a new one, shouldn’t be any need to wait until it expires.

If you’re already in touch with our teams, please keep in touch.

Tom

This is the 2nd PAC, so not sure it will be the pAC at fault. I am in touch with socialqueries@idmobile.co.uk.

Thanks.

Issue now resolved, disappointing it took a complaint, a trust pilot review, and these comments for it to be resolved, but handled well and quickly once it got this far.

Hi ​@glove2 

Glad to hear they got it sorted.

Comments here on the community won’t have been linked at all to your complaint or review.

Tom

100% agree!

Hello ​@Mundraraj 

We are very sorry to hear you feel this way. 

Please reach out if there is anything we can assist with. 

Natalie 

I am having a mare too in NG3. I can’t phone anyone on whatsapp outside of my own home. Took about 2 weeks to sort the problem with ‘your details do not match our records’. Turns out they give you a new number even though I sent a PAC code from my old provider. Now I have set a date to go back to my old number, just set it and for some reason they can’t do it until next Tuesday, However, having read the above, not sure that it will transfer to my new number (old number). Absolutely terrible, as one reviewer said worst mobile telephone company EVER. They asked about recommending them to a friend, I wouldn’t recomment them to an enemy

AND ANOTHER THING. I can’t text or phone on whatsapp outside the house

Terrible terrible

I have got to the point that I am willing to cancel NOW