Why do I suddenly have no signal?

​Hi there ​@octaviabb 

I’m not familiar with that phone, but from a quick look it appears that phone is not compatible on their network

• What phones are compatible with the iD Mobile network? F.A.Q.

Please check for yourself.

​

Thank you for this. I will look. But if this is true then I'm even more confused... it has been working fine for about 3 months. 

Good question!

I am currently in London helping my mother move home and sporadic phone signal suddenly turned into a complete inability to make of recieve calls a couple of days in (probably about the 22nd Dec?) Yet i have signal, mobile data and can still send texts!? Have tried every solution my end, was eventually told to go and get a new sim from Currys only to be turned away as my sign up was with ID directly…

Have not had time to fiddle with the arduous Live Chat again so have just had to do without, when it is greatly needed.

Any answer / insight / aid much appreciated ID!?!

Also hi again Daz, still being a hero i see! :D

This is a problem and the tin foil hat side of me thinks this stinks. Some of our other fellow customers have had phones working on iD absolutely fine for YEARS and then its as if something changes…

1. Even though their phone has the requirements needed, since 3G was switched off, as in WiFi calling and 4G calling it transpires their phone isn’t ‘on our list’. And if your names not down you’re not coming in - but some not on the list still work.
2. Without the tin foil hat - it simply becomes an us problem as our phones are too old to run on WiFi calling (this doesn’t really matter) or 4G calling (but this does matter).
3. Since 3G started to get switched off some unlocked phones turn out to have an originating service providers software on them and this inhibits the phones functionality unless it goes back onto that original providers infrastructure

Hello again ​@Xerxes!

There are others saying the same about ‘the Big Smoke’. They too have no issues elsewhere in the country but as soon as they’re inside that big roundabout theirs doesn’t work either (though theirs seems to be nothing at all). Depending on where you are at any given point this could simply be just too many users trying to get on to the 4G signal (more so with the switch off of 3G)

But yours is a little odd if it was only calls being affected. But having said that, I’m nowhere near London but even my phone drops from 4G calling to 3G calls when technically this shouldn’t be possible as 3G is switched off. If your phone can, have you tried to force it to only use 4G?

Currys were wrong to do this. Every Currys store should have iD SIM cards in stock and when I went into my local store they gave me two SIMs even though ours are direct via iD too. They should be able to simply pull one out the drawer, ask a couple of questions, scan the barcode visible on the green envelope and hand it over. Unless you went into a Carphone Warehouse….? - can’t say I know if they would also just hand them over.

Hi ​@octaviabb 

As suggested, it’ll be worth trying your SIM in another device, we don’t support the mentioned device which could be causing issues, if there’s another user in your house on another device with it working fine, this could be likely the case.

If it has already been working however, it may be worth trying a replacement SIM card too.

• How do I get a replacement SIM or eSIM? F.A.Q.

Tom

Hi ​@Xerxes 

Sorry to hear this, are you having these issues with calls everywhere you go or just certain locations?

What device are you using?

It’s strange Currys would turn you around like that, their assistance may be limited but they should be able to provide a replacement SIM when/if requested, no matter where you purchased.

Tom

Hi ​@Tom 

Yes been having the issue everywhere since it started (though have not left London) - as soon as I try to call out, it knocks off my 4G for a while too, which i can resolve by turning airplane mode on and off again.

I'm using a Samsung Galaxy A3. I told the person i spoke to on the livechat and they said the handset ought not be a problem. Nor would I imagine it to be, since it worked perfectly fine before this. 

I thought it was a bit odd too, but they couldn't find me on the system and thus the gentleman told me they couldnt offer me a replacement sim. 

Has proven even more problematic as am currently in A and E and 4G isnt very strong in here!

If I may just point out you’re not going mad …..

Yes been having the issue everywhere since it started (though have not left London) - as soon as I try to call out, it knocks off my 4G for a while too, which i can resolve by turning airplane mode on and off again.

That’s exactly what happens here and this isn’t just in London. My 4G is knocked down to 3G but ONLY when making and receiving calls. I have become an expert at loading up the SIM status (Settings → About phone → Status information → SIM card status) and I can see the 4G dropping to 3G during the calls). My phone will have LTE under both Mobile voice network type and Mobile data network type and then during calls they drop to UMTS and HSPA+. When the call ends they ‘jump’ back to LTE.

3UK did some tweaking and for a few days my calls worked fine on LTE, then it went all toes up again.

I'm using a Samsung Galaxy A3. I told the person i spoke to on the livechat and they said the handset ought not be a problem. Nor would I imagine it to be, since it worked perfectly fine before this. 

As long as it’s a 2017 model or newer you should be fine in regards to that phone being compatible on the iD network -

• What phones are compatible with the iD Mobile network? F.A.Q.

 - However if you go to Settings → About phone → Software information → and look at the Service provider software version and post up the last group of letters (ie XEU,XEU/XEU,XEU) because if you see something different, like EVR or VOD or O2I then this is likely the problem. And this problem only raises its ugly head in non 3G areas.

I thought it was a bit odd too, but they couldn't find me on the system and thus the gentleman told me they couldnt offer me a replacement sim. 

That is really odd. I can’t go into specifics on an open forum (there are some lurkers who are not here for help, or here to help other customers out) and if I reveal too much it might cause some hassle. But are you sure your account details are up to date?

Has proven even more problematic as am currently in A and E and 4G isnt very strong in here!

Oh 😧. That takes priority but I know exactly what you mean. We have had to resort to WhatsApp voice calling for the most part.

Can’t be too many UK locations where Three UK are still operating their 3G network services - I guess tech projects (like 3G switch-off by end of 2024) have a habit of overrunning. 

Enjoy while it lasts… 😉

After a Christmas fairy sprinkled some fairy dust it was working on 4G, hooray!

Though only for a few days, boo!

I’m enjoying every ear full, believe me…..🙄

(just waiting for the shaving cream pie to the face as that’ll drop the curtain on this panto)

Hey there ​@Xerxes, thank you for that information.

How long have you been having issues for?

Is it affecting calls, data and texts?

Does it happen all the time, or only sometimes?

Thank you,

Tyler

Hi ​@Tyler or any member of staff.

Have been unable to log into my community account for several days as kept receiving "You rate limit exceeded!" Error. Very strange.

Regarding your questions, not to be rude but any chance you could read my comments? I detailed everything you asked in my first one, including approximate date it started.  This is getting a bit ridiculous now, I'm paying and doing all the leg work for a service I'm only partially recieving and feel like rather than recieving aid i am instead being sent in circles - at a very busy and stressful time no less.

Can you send me a replacement sim, as the LiveChat advisor I first spoke to about it suggested before sending me to to Currys instead? He seemed to think that may work and he already checked my decice for compatibility (Samsung A3) and I have already tried all troubleshooting options your page suggested and several more.

Getting close to a month of not being able to make or recieve calls at a time it has been INCREDIBLY inconvenient and am getting a tad fed up. Please help.

Also it is constant. Upon attempting to make a call, it knocks off my 4G and I have to switch airplane mode on and then off again to get it back. Something i discovered myself after some fiddling and frustration at not having internet access either. ( New property doesnt have internet yet).

Hello ​@Xerxes 

Thanks for getting back to us. 

We apologise for the issue you have experienced when attemting to access the community. 

Can you please confirm how you were able to resolve this? Did changing any settings or your browser help at all?

With the service issue, we of course can arrange a replacement SIM for your to try.

The options for this are;

• Delivered via DPD 2-3 Working days
• Same day pick up from a Curry’s store
• If your handset is compatible, we can order an eSIM which will be sent via email

The quickest way to order a SIM would be via Live Chat here. 

Thanks, 

Nat 

Clearing the browsers cache and cookies should help with that - if you remember log out of the forums prior. IIRC you’re using FF with add-ons, I have reluctantly had to allow all scripts (but still block adverts and cookies). When I open the forums for the first time since my last browser sweep I have to allow 5 or 6 scripts, allow the forum to reload and then allow the remainder - 11 scripts in total.

Also it is constant. Upon attempting to make a call, it knocks off my 4G and I have to switch airplane mode on and then off again to get it back. Something i discovered myself after some fiddling and frustration at not having internet access either.

Ditto (as you already know). Some of this may also be related to the IP addresses allocated by iD (or if they don’t allocate them then 3UK). The problem is this is at their end.

Hi ​@Natalie W ! 

I was hoping you'd come to the rescue, you seem a bit more invested in solving customer issues than some.. ahem.. others.

I actually didnt solve it, i just ignored it for a few days as i was busy and getting majorly irritated and it appears to have resolved itself.

I already tried going into a Currys store to get one after my first interaction with Live cgat advisor, but Currys staff couldnt find me on their system and thus wouldnt give me a replacement. So Post (not to my registered address as am in london helping my mother) would be ideal.

Unfortunately I have some issues with your live chat on my phone (button doesnt load) so if this could be handled some other way that would be appreciated. Otherwise i shall have to find some time to fiddle and see if i can make it work again, or else borrow someones phone.

Have been waiting nearly a month for a resolution, so a few more days isn't going to make much difference.

​@Daz_S hiya, sorry for lack of response to last message - reading and typing long messages on phone is arduous. F.F. is on my PC, my phone is pretty standard other than having swapped browser to DuckDuckGo. So scripts etc. Shouldn't be blocked! 

Yeah I'm aware its on their end, hence my irritation! Would be fair enough if it was just me, but there seem to be several problems affecting many of their customers and despite frequent apologies there doesnt seem to be much in the works to address them or accept blame on their end! Think once the move is sorted, my mother and I shall be looking at other providers unless things improve between now and then. If I have this much difficulty, she would be completely lost.

Oh also Daz, I actually don't seem to get knocked down to 3G, trying to call out just completely knocks internet off and upon resuming it goes back to 4G. It hovers briefly on the H thingy (which i believe is 3G) but only while sorting itself out for a few seconds before resuming normal functionality.

Regarding the code you advised me to look for, I couldnt find it! Lot of codes and numbers and such but none that fell in the remit of your specifications... unfortunate :(

Will have another look at some point,in case my tired brain was just being blind/stupid.

A3 is indeed 2017 model, and live chat advisor already confirmed to me that the handset isnt the issue.

Odd indeed about Currys, and yep! Actually changed address during my initial stint on the community servers as OverDale had wrong one for me. Was a bit of a hassle, so i remember it vividly! Also the man in Currys tried searching my name, postcode, address and something else (phone no.?) All seperately when he couldnt find me. He suggested it was due to signing up with ID directly, and thus never having my account linked to Currys.

Que sera, sera.

Hi ​@Xerxes,

Please let us know how you get on.

If you require further assistance, please let us know.

Kash

Helllloooo. Same here, though I struggle typing on the phone for simple texts so my waffling posts would take ages, so laptop is used for 99.9% of the time when lurking on these forums.

I actually have the standard FF and FF Focus (the latter is my preference) on my phone.

I can’t argue with what you’ve said. However very early days yet but I might be on to something. I’ve installed an app off the playstore that forces my phone to only use LTE (due to my signal dropping to 3G during calls). Only tried 1 call and in the areas it tends to drop to 3G it actually remained on 4G for the duration. Maybe something to consider yourself. Not overly happy with some of the permissions it ‘demands’ but for testing I’m at the point of trying anything (this has been an issue since April ‘24 with major degradation since October) and the app runs continuously

The apps logo has 4G at the top and LTE below that and the apps name is Force LTE if you too want to give it a blast.

Oh also Daz, I actually don't seem to get knocked down to 3G, trying to call out just completely knocks internet off and upon resuming it goes back to 4G. It hovers briefly on the H thingy (which i believe is 3G) but only while sorting itself out for a few seconds before resuming normal functionality.

I should have read this bit first then lol. So that’s something I don’t tend to do - call and surf. I have done speed tests whilst on a call with random error messages (it couldn’t do the test) but not always.But yes mine also reverts back to 4G within a few seconds of the call ending. But in your case the app I’ve mentioned may well keep your surfing going.

Regarding the code you advised me to look for, I couldnt find it! Lot of codes and numbers and such but none that fell in the remit of your specifications... unfortunate :(

Will have another look at some point,in case my tired brain was just being blind/stupid.

A3 is indeed 2017 model, and live chat advisor already confirmed to me that the handset isnt the issue.

Settings → About phone → Software Information → (scroll down to) Service provider software version and its the last group of letters (EVR,VOD/O2I,XEU) if yours has VOD or EVR or O2I then this explains to loss of voice calls in non 3G areas.

Odd indeed about Currys, and yep! Actually changed address during my initial stint on the community servers as OverDale had wrong one for me. Was a bit of a hassle, so i remember it vividly! Also the man in Currys tried searching my name, postcode, address and something else (phone no.?) All seperately when he couldnt find me. He suggested it was due to signing up with ID directly, and thus never having my account linked to Currys.

Que sera, sera.

It is weird. I had no issues in obtaining 2 replacements from Currys.  If anything the security side of it was a little on the weak side. I only had to answer 2 questions - I can’t say what they were as there is potential for many other community members whom have posted certain things to have scammers getting a SIM on these accounts. But your address side of things have you checked and/or amended the details within the iD app?

Hi ​@Kash 

Get on with what? Solving my own issue via third party software and the wonderful Daz's aid?

I asked that you guys send me a sim, and expressed issues using your live chat function - and then that I would try accessing from another device if necessary - that wasn't a greenlight for an even MORE hands off approach from you guys…

Apologies for the sharpness of tone, but isnt it a touch embarrassing that a member of your community who has had appalling service from you is able to help vastly more people on here than your entire staff? Think perhaps you ought to offer Daz a job at this point. Or at least sone incentives.

So, can I please have a replacement sim sent out? Where can i give you my mailing address in private?

​@Daz_S 

So after reading all your tips and info and such I've been observing my phones antics with a keener and more well trained eye. I also randomly had signal this morning (recieved a missed call and everything!) But then it went away and didnt return.

However i did notice two things. Firstly, my signal bars were vastly improved when my internet wasn't connecting (due to mums new basement flat) - which seems odd.

Secondly, that you were spot on, and when i attempt to call out it DOES drop me to 3G, fails to connect and then drops internet entirely.

Regarding the calling and surfing simultaniously - I wasnt doing that, I just expressed it poorly. I meant I was observing the connection to internet whilst calling, using speaker to see if i get a dailing tone and watching the reactions of the little icons for both kinds of signal (mast and internet). Though it ought to be able to do both anyway.

Much as i share your trepadations about the demands of third party software wanting too many permissions for the fubctions they provide,i also share you desire to have a functioning phone again and as ID seem intent to avoid responsibility or involvement in a solution - I thank you VERY much for the suggestion. I shall look into that today. You are an angel, Daz.

Will also check those settings and report back. Many thanks once again!

​@Daz_S 

Last mesaage is pending moderator review, but looked at settings again. Don't have that one listed (service provider software information).

I have "SE for Android status" "Security Software information" "Know version" "Build number"  "Kernel Version" and "Baseband version" - which seems the most similar in format but ends in TJ2.

Also what on earth, part way through writing this i recieved a call!?! Perhaps the fairy dust is blowing my way today! Haha.

None of the others end nor contain any of the characters you specifed... curious.

​@Daz_S 

Last mesaage is pending moderator review, but looked at settings again. Don't have that one listed (service provider software information).

I have "SE for Android status" "Security Software information" "Know version" "Build number"  "Kernel Version" and "Baseband version" - which seems the most similar in format but ends in TJ2.

Also what on earth, part way through writing this i recieved a call!?! Perhaps the fairy dust is blowing my way today! Haha.

None of the others end nor contain any of the characters you specifed... curious.

​@Daz_S 

Last mesaage is pending moderator review, but looked at settings again. Don't have that one listed (service provider software information).

I have "SE for Android status" "Security Software information" "Know version" "Build number"  "Kernel Version" and "Baseband version" - which seems the most similar in format but ends in TJ2.

Also what on earth, part way through writing this i recieved a call!?! Perhaps the fairy dust is blowing my way today! Haha.

None of the others end nor contain any of the characters you specifed... curious.