Hi ​@jam11,

We're sorry to hear about the issues you've been experiencing with your calls.
 
We appreciate how frustrating it can be when the service you're receiving doesn't match what you'd expect, particularly if the coverage checker is showing strong coverage in the areas where you're having problems.
 
As a first step, we'd recommend checking the coverage checker again to see if there are any reported issues or maintenance affecting the locations concerned: https://www.idmobile.co.uk/help-and-support/coverage 
 
If the issue persists, please contact our Live Chat team so they can investigate further and check whether there are any network-related issues affecting your service: https://www.idmobile.co.uk/live-chat 
 
They'll be able to review your account and discuss any available options based on the outcome of their investigation.
 
Regards,
 
Gemma M
The iD Mobile Social Media Team

Ive tried everything contacted your live chat team a number of weeks ago was helped through  the process of resetting mobile network etc no joy so was sent a replacement sim card as the one I was using was a few years old still no joy tried a different phone still the problem persists I have noticed on your service checker that it says there is a lot of heavy demand on the mast in my area could you please enlighten me to what effects that might have on your network ? and am I paying for a service that you cannot provide ? 

Hi ​@jam11.

Thank you or your post. I'm sorry to hear you're still having problems after trying so many steps, including a new SIM and a different phone. I completely understand how frustrating that must be.

So that we can look into the coverage and network activity in your area, could you please share your postcode with us?

Thanks,

Marquerita

The iD Mobile Team

Hi thanks for your reply but after weeks and weeks of no service and very little help or advice from id I am as of today no longer one of your customers I have transfered onto a new provider it is a shame that you could not provide answers as to why I hadn't got a signal as I have been with id for many years with no problems . I believe I am not the only one in the la9 area experiencing the same issues .

Hi ​@jam11.

Thank you for the update. I’m very sorry to hear you’ve left iD Mobile. After so many years with us, it’s disappointing that we couldn’t resolve your signal problems or give you the answers you deserved. That’s not the experience we want any customer to have, especially one who has been with us for so long.

I appreciate you taking the time to work through the troubleshooting with us, including the replacement SIM. It’s clear you did everything you could on your side.

We do believe there may have been coverage issues in your area. Network outages and congestion can happen at any time because of unforeseen failures, including hardware and software faults, operator error or even cyber attacks. Unplanned outages by their nature can’t be predicted, which means we’re unable to warn customers in advance. I understand that’s frustrating when you’ve gone weeks without service.

Thank you for mentioning that others in the LA9 area may be affected. I’ll pass your feedback on so it can be looked into.

Thank you again for your loyalty over the years. If you ever decide to return, we’d be glad to welcome you back, and I wish you all the best with your new provider.

Thanks,

Marquerita

The iD Mobile Team