Hi there ​@SaraR, sorry to hear that. What’s the full postcode and what phone do you have?

If you’d like to try a new SIM, please find out how to request one below:

Thanks,

Tyler

The post code is LS8 2DA

I have a Motorola Edge Neo 

The signal/reception was good all day yesterday until around 10pm so I don't think it is my phone.

I only started having this problem in the last few months

Thank you.

Input your postcode to see if there’s engineering work on your local mast.

https://www.idmobile.co.uk/help-and-advice/coverage#coverage-info

It says excellent coverage 

Ah, it does say fixing an issue with a server in my area. Thank you.

There is no date or timescales..is there a way to find out more? 

Hi there ​@SaraR, the website is updated every 30-minutes, so we’d recommend keeping an eye out on there.

How long have you had issues for?

Thanks,

Tyler

Hi Tyler,

I would say this has been going on intermittently for 4 to 6 weeks

Unfortunately from time to time, as with any technology, sometimes things don’t work as they should or need updating. We completely understand this isn’t ideal, and are very sorry this happened to you ​@SaraR 

Can I terminate my contract early with out a penalty? I work as a vet and I am on call for emergencies. I can't be without my phone? 

That's not something we would be able to offer at this stage I’m afraid ​@SaraR  as a network we are unable to offer a 100% fault free service.

Do you have Wi-Fi calling enabled?

No caverg no natwork 

Hi there ​@Matiyas solomon, please can you explain your issues further?

Thanks,

Tyler

​@Siân W yes I have WiFi calling but obviously no data. So I can't call if not in a building and can't use Google maps for directions.

Contract is almost up so I'll just change. 

It's not good enough that we have to rely only on WiFi when we pay for mobile service and data. A short outage with a time scale for resolution I could understand.

Poor service for months with no explanations, apologies, management of expectations is not acceptable.

I would encourage people to feed this back to OffCom as my husband had similar issues with a different provider 

Hi there ​@SaraR, please contact our live-chat and ask to speak to an agent. Once speaking to one, please ask them to raise this to our technical team and ask for an ETA on the on-going work in your postcode.

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Thanks ​@Tyler C I tried the live chat, they asked me to turn phone on and off again and then said "repair in my post code area due to essential maintenance". No time frame or further explanation.           I have had enough and wasted enough time of this so I requested a PAC and am changing provider . Thanks to those who tried to help, I don't know how you manage this job when you are powerless to sort queries quickly

Hey there ​@SaraR, we’re very sorry to hear that and sad to hear you’re leaving us, and we wish you all the best.

Thanks,

Tyler