Hi ​@mdh1980, 

Thank you for reaching out, and we're sorry to hear that you've been experiencing these ongoing network issues.

We appreciate the troubleshooting you've already completed, including restarting the handset, resetting settings, testing an eSIM, and trying the service in another handset. Based on what you've described, particularly the fact that the SIM also fails to connect properly in another phone, this may require further investigation.

Before we proceed, please try the following additional checks:

• Set the handset to 4G/LTE only:
  • iPhone: Settings > Mobile Service > Voice & Data > 4G
  • Android: Settings > Connections > Mobile Networks > Network Mode > LTE/4G
• Manually select the network:
  • Settings > Mobile Network > Network Operators
  • Turn off automatic selection
  • Wait for networks to load
  • Select the available iD Mobile/Three network
  • Re-enable automatic selection afterwards
• Ensure your handset software is fully up to date
• If using Dual SIM, ensure the correct SIM is selected for calls, texts and data
• Remove and reinsert the SIM (if applicable) and restart the handset

As you've advised that your wife's iD Mobile service is working correctly in the same area, and you've also tested the SIM in another handset, we'd like to investigate this further.

Please contact us via Live Chat or send us a direct message through our social media channels for us to investigate further. 

Owethu

I've spoken to Live Chat again, and they have said the will escalate the issue, but didn't make clear what would happen next, if anything.

Chat GPT suggests I need to request I get my network reset / reprovisioned, how would I go about getting this done?

Hi ​@mdh1980,

Thank you for reaching out please see the below steps depending on the handset type.

iPhone (iOS) – Reset Network Settings

iOS 15 and later:

Open Settings
Tap General
Scroll down and tap Transfer or Reset iPhone
Tap Reset
Select Reset Network Settings
Enter your passcode if prompted
Confirm the reset

 

Samsung Galaxy
Open Settings
Tap General Management
Tap Reset
Select Reset Network Settings
Tap Reset Settings
Confirm if prompted

Google Pixel / Stock Android
Open Settings
Tap System
Tap Reset Options
Select Reset Wi-Fi, Mobile & Bluetooth
Tap Reset Settings
Confirm

Other Android Devices

Look for:
Settings → System (or General Management) → Reset Options → Reset Network Settings

Thanks,
Hosai