Serious Network and SMS Reception Issues – Request for Contract Cancellation Option | iD Mobile Community
Skip to main content

Serious Network and SMS Reception Issues – Request for Contract Cancellation Option

  • August 6, 2025
  • 9 replies
  • 168 views

Dear iD Mobile Team,

 

I switched from Vodafone to iD Mobile three months ago, mainly attracted by the competitive phone offers you had. However, since then, I have been facing serious issues that are making my daily life significantly harder.

 

  1. SMS Reception Problems: I am unable to receive messages from many companies, especially verification codes (OTP messages). These messages arrive after a day or two, or sometimes not at all. This is a major problem for me, as I rely on these codes for essential services. I cannot understand why this issue persists, but it is causing me significant inconvenience.
  2. Misleading Coverage and Internet Performance: Before purchasing the SIM, I checked your coverage and internet speed maps, which showed full 4G coverage for both my home and workplace. Unfortunately, in reality, the network reception is extremely poor in these locations. This discrepancy between the coverage map and actual service quality is very disappointing and misleading.

 

 

Given these ongoing problems, I would like to know if it is possible to cancel my contract without penalty after these three months. The network speed claims and SMS reliability were key factors in my decision, and both have failed to meet expectations.

 

Please advise me on what steps I can take regarding this matter, as these issues are critical for my daily communication and work.

 

I look forward to your urgent response.

9 replies

Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • August 7, 2025

Hi there ​@Tolgaaydin, we’re very sorry to hear that. What’s your full postcode, and what device do you have please?

 

Have you had issues since the start, when you first joined us, or only recently?

 

We would need to take out a thorough investigation into your issue before we can discuss and look at a potential early release.

 

Thanks,

Tyler


  • Author
  • New Contributor
  • August 7, 2025

I’ve been having this issue from the very beginning. I live in EH4 1EL, Edinburgh, and work in EH3 9LG, Edinburgh. My device is an iPhone 16 Pro. Not being able to receive the verification SMS is a major problem for me. I’ve actually gotten used to not having internet 😄


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • August 7, 2025

Hi there ​@Tolgaaydin, sorry to hear that. If you’ve had issues from the start, have you reported it to us previously? Also, we have a returns window of 14/30 days at the start of the contract depending where you purchased from, so you’d have been able to return/cancel free of charge if you’ve had issues since the beginning.

 

For the postcode EH4 1EL, we’d typically expect good 4G signal here, however, I can see that Three UK are currently working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

 

We hope to have things fixed as soon as possible and will add any updates here.

 

https://www.three.co.uk/support/network-and-coverage/coverage?location=AL7+1RR

 

However, for the second postcode, we’d expect good 4G here and wouldn’t expect issues, so we’re sorry if that’s the case.

 

In terms of not receiving one-time passwords, that’s likely to be a separate issue to any coverage related issues, especially if you can receive normal texts? We can look at that separately to any other data/coverage issues.

 

Do you always have poor signal in these areas, or is it intermittent?

 

Finally, when you go into phone settings, is your phone number showing correctly?

 

Thanks,

Tyler

 


  • Author
  • New Contributor
  • August 7, 2025

Yes, my phone number is correct. However, I’m not receiving SMS messages properly. For example, one verification SMS I was expecting arrived 3 days late. Apart from that, I do receive promotional messages from companies and shipping notifications without any issue.

 

Additionally, there’s another problem: whenever my spouse tries to call me while I’m at the EH3 9LG address, they’re unable to reach me. They mention that my phone appears to have no signal at that location.

 

I’d appreciate it if you could look into these issues.


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • August 9, 2025

Hey there ​@Tolgaaydin, sorry to hear that. So to confirm, you have issues mainly in both EH4 1EL and EH3 9LG?

 

How long have you had issues for please?

 

Thanks,

Tyler


  • Author
  • New Contributor
  • August 9, 2025

 

 

Since I first started using the line. It’s probably been about 4 months. Let’s not focus on my internet issue. I just need to receive the confirmation SMS messages, that’s enough for me.


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • August 10, 2025

Hi there ​@Tolgaaydin, no problem. 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

 

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP, and cannot promise a response time-frame at any stage. Please contact our live-chat if you require instantaneous responses.

 

Thanks,

Tyler


  • Author
  • New Contributor
  • August 16, 2025

Hello,

At the address EH4 1EL, my internet connection has been extremely poor. My download speed is only between 5 and 10 Mbps, and my upload speed is between 1 and 5 Mbps. These figures do not match the speeds that you committed to provide me.

For the past six months, I have been making regular payments to you, but I have constantly experienced internet issues. However, my main concern is that I am unable to send text messages at all. None of my messages are going through. I have an unlimited SMS plan, but I cannot use it. I am also not receiving confirmation messages. If you check your system, you will see that I have not been sending messages — simply because I cannot.

Under these circumstances, I would like to terminate my contract without any penalties, as none of the services promised to me have been delivered. I have been paying you unfairly for a service that has not been provided. Therefore, I kindly request that you cancel my phone line without any termination fees. I no longer wish to continue with iD Mobile.

Thank you.


Kash M
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • August 17, 2025

Hi ​@Tolgaaydin,

We will get back to you via PM, please get back to us there and we will be happy to assist.

 

Kash