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Calls Dropping


Amy O'Grady
Community Member

Can somebody please get in contact with me regarding my calls constantly dropping out again and again. I am working from home and have to reconnect to calls multiple times. This has gone on for more than a week now. I have tried both wifi calling and using my 4g with the same results.

Your chat bot is useless and I cannot get through to customer services to speak to an actual person. If this cannot be resolved I will need to find a other provider as you are currently not fulfilling the contact requirements.

Best answer by Will

Hi @Amy O'Grady,

 

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual. We’re working as fast as we can to build a better, stronger network in your area.

 

We’d expect the issue to be resolved after this weekend. Please be sure to power down your handset for 10 minutes on Monday to reestablish the connection to your local mast. If you’re still having issues after that, please drop us another message and we’ll see what’s going on.

 

Will

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6 replies

Kevin M
iD Mobile Employee
  • iD Mobile Employee
  • 2535 replies
  • October 9, 2020

We’re very sorry to hear you’ve had problems recently @Amy O'Grady 

Have you been able to test the phone away from your home at all to see if the signal works better when you’re out and about?

Could we get your full postcode to check if any known issues could be affecting your local mast?

What phone are you using with iD Mobile currently?  Do you have WiFi calling enabled if supported?


Amy O'Grady
Community Member
  • Author
  • Community Member
  • 0 replies
  • October 9, 2020

Hi, Calls away from home seem to be fine. Tested both on the road and in the office on the one day a week that I am there. Local postcode is DH8 6RH. This issue seems to be predominantly during working hours. I am currently using a brand new S20 supplied by ID mobile as I upgraded hoping this was an issue with my older S9. Wifi calling is definitely enabled. No issues with wifi within the home to stream movies or tv shows. Currently on bt fibre Internet with no issues. Problem with calls dropping is on calls to both mobile and land lines. Use of provided samsung headphones or loudspeaker does not seem to have an impact on the calls dropping.

Thanks for getting back to me. I hope that we can resolve this issue.


Amy O'Grady
Community Member
  • Author
  • Community Member
  • 0 replies
  • October 9, 2020

Additional note. This issue has only started in the last month. Previously no issue with 4g only service in the home on the same network with the S9. Previous handset did not support WiFi calling.


Ryan
iD Mobile Employee
  • iD Mobile Employee
  • 4570 replies
  • October 13, 2020

Hi @Amy O'Grady,

Thank you for those details. From looking at the mast history of the area for DH8 6RH, there are no problems reported so it is strange that these issues are happening. Is DH8 6RH your home area or the area for the office mentioned?

Ryan


Amy O'Grady
Community Member
  • Author
  • Community Member
  • 0 replies
  • October 13, 2020

Hi Ryan,

DH86RH is my home address where I work from home four days out of five. I have never had any problems in the past it all started about a six weeks ago and is still persisting. I have upgraded early in case it was caused by the handset but that has fixed nothing. New phone with new sim card both provided by ID and still persistent calls dropping multiple times a day. I really need a solution quickly or will need to cancel this contract and find another provider who can provide consistent service as per contract agreement.


Will
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • Answer
  • October 15, 2020

Hi @Amy O'Grady,

 

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual. We’re working as fast as we can to build a better, stronger network in your area.

 

We’d expect the issue to be resolved after this weekend. Please be sure to power down your handset for 10 minutes on Monday to reestablish the connection to your local mast. If you’re still having issues after that, please drop us another message and we’ll see what’s going on.

 

Will


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