cancelling 12 month contract due to poor service

Nope!

Seems like we can complain to the communication ombudsman, once we’ve been through ID’s in house complaint procedure. 
 

I'm thinking we have a right to cancel under the supply of goods and services act 1982 

I doubt it’s possible, @K40. Unfortunately, the UK mobile networks don’t guarantee reception in any given location, nor that an existing signal won’t be faulty from time-to-time, nor even that coverage will be maintained as is during your minimum term. 

Perhaps that’s why your contract came with a cooling off period - have you lodged an official complaint, @K40?

It’s not the coverage that’s the problem as calls connect and then disconnect you sporadically through the conversation.
 

Last time I “spoke” to the service team I just kept being sent to a web page about being outside of call allowances. I have an unlimited plan and was just trying to call included numbers. I gave up but got a copy of the transcript. Plus the messages on here from others experience the same issues of being cut off of phone calls. When calling landline numbers yesterday, I get an announcement to say it’s outside of my call allowance. 
 

I couldn’t send text messages or picture messages today.
 

so it’s not a coverage issue. It feels like it’s an ID admin fault?! But yes, I’ll be making a complaint through the internal process first.

Perhaps the iD Mobile total metering and billing system (TMBS) might be flaky when monitoring an unlimited everything SIM plan, @K40. 

It might even be non-compliant with the standards specified by OFCOM for TMBS, when it’s used to monitor unlimited everything allowances.

Hi @K40 

Do you get this issue with all landline numbers you call?

What about normal mobile numbers?

Tom

@Tom no it’s Russian roulette. Sometimes I can make calls and then other times I can’t. 

Same with messages but it seems to consistently bounce back, if I try to send a picture message or share a contact info, or respond with a emoji. That just won’t deliver.

We have 3 accounts in the house. Getting in contact is paramount (its a disabled and medical home) and it can't be guaranteed on iD. We have resulted in dual sims. Not now using iD but trying to cancel iD it next to useless. I think the only way is to sit in house at Curtys while one of them tries to communicate with a bot. Sandwiches and a flask of tea needed. I once was chatting to multiple ppl over 5 days. They eventually closed the case as they lost me due to signal problems. 

Hey there @Karl Hannant, we’re very sorry to hear that.

We’re sorry to hear that it didn’t work out with us and we appreciate your feedback and certainly take it on-board.

Kind regards,

Tyler

I recently joined 2 or 3 months ago but have a very poor service. I have to hold my phone in the air to try to get a signal  and still loose the call and I live in the centre of a signal and it advertised it prior to taking out the contract that it was a good signal. I have been in touch and they sent me a new sim but it has made no difference. Can I cancel due to this? 

Hi @Kay Waller,

Have you checked your coverage and network status at the link below:

https://www.idmobile.co.uk/help-and-advice/coverage#coverage-info

It’s always worth testing the SIM in another handset and also a replacement SIM.

Please let us know how you get on with those and we can assist you further.

Kash

Thank you for replying. I checked coverage prior to taking out the contract on their site and it said it was good but I've looked on generic sites since and they've said it's poor. 

I was sent a new sim card but it made no difference, they resent settings or something but that made no difference. I've not tried another handset yet but I had good service previously. 

Hey there @Kay Waller, we’re sorry to hear that.

In that case, please get in touch with our live-chat who can troubleshoot and investigate this further with yourself, or our technical team can investigate further for you:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler