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Internet connection keeps dropping out.

Carl Sherwood
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 Contributor

Hi there, can anyone shed some light on my issue?

 

I recently joined ID mobile on contract, and have found it good so far, with the exception of one thing.

At night (but also occasionally during the day) my internet drops. If I’m on Facebook for example, it comes up with a message at the bottom saying not connected to network, followed by another message saying connection restored. Constantly, like every 5 seconds or so changing from one to the other. I can’t play live games because of this issue either. 
 

I was with a provider before joining ID, which also uses the Three network, and never come across this problem. I used my old sim in my new phone for a couple of days whilst waiting for my number to change over,  and it didn’t do it then. 
I have a full signal and 5g and it still does it. Practically every night. I’m lost!

 

Thanks for any help in advance!

Best answer by Tom

Hi @Carl Sherwood 

 

Okay, if this happens everywhere you go this sounds more like a device or physical SIM card issue, we’d recommend trying your SIM card in another device and/or trying a replacement SIM card.

 

You’ll be able to pick up a replacement SIM card at any Currys store and activate it via the iD Mobile app/website.

 

Tom

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    30 replies

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8182 replies
    • January 27, 2024

    Hi @Carl Sherwood 

     

    Sorry to hear this, have you tried switching from 5G to 4G? This may be a more reliable, consistent connection.

     

    Please could you let us know the postcode(s) where this happens?

     

    Tom

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    Carl Sherwood
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    • Carl Sherwood
    • Author
    • New
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    • 1 reply
    • February 2, 2024

    Hi Tom, thanks for the reply. 
    I tried switching to 4g but it hasn’t really made any difference. 
    I can’t really give a specific postcode because it just does it anywhere, no matter what reception my phone is showing. I work nights otherwise I could probably live with the issue. 
    I was working in London last night and it was still doing it.

     

    I was wondering if it could possibly be an issue with the  SIM card? I may try getting a monthly ID sim and paying for one month to see if it works ok.


    I’ve just realised that the phone actually disconnects and reconnects during the day too, it just doesn’t seem to be as often. Maybe that’s something to do with me being connected to WiFi 🤷🏻‍♂️

     

     

    Kind regards

     

    Carl

     

    Tom
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    • Tom
    • iD Mobile Employee
    • 8182 replies
    • Answer
    • February 2, 2024

    Hi @Carl Sherwood 

     

    Okay, if this happens everywhere you go this sounds more like a device or physical SIM card issue, we’d recommend trying your SIM card in another device and/or trying a replacement SIM card.

     

    You’ll be able to pick up a replacement SIM card at any Currys store and activate it via the iD Mobile app/website.

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 26, 2024

    Hello why I have really bad internet connection keep drop and really slow if I can't open video it social media like Facebook tiktok YouTube I really don't know what happened in ID mobile is really bad internet

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 26, 2024

    I really do big mistake I switch it with ID mobile is really poor Network even I don't know how to speak to customer service where I couldn't find any phone number to speak to them is really b*******

    M
    New
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    • mmjmtoma
    • New
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    • 4 replies
    • October 27, 2024

    Yes, Ayubtanya, same I feeling. Everywhere in London (I have not been out of London since I ve bought id) I have been - very poor coverage/inet connection, very, very, very!

    M
    New
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    • mmjmtoma
    • New
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    • 4 replies
    • October 27, 2024
    Tom wrote:

    Hi @Carl Sherwood 

     

    Okay, if this happens everywhere you go this sounds more like a device or physical SIM card issue, we’d recommend trying your SIM card in another device and/or trying a replacement SIM card.

     

    You’ll be able to pick up a replacement SIM card at any Currys store and activate it via the iD Mobile app/website.

     

    Tom

    How can be issue if the phone is new?

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 27, 2024

    Somebody Tell me how to speak to customer service I just want to cancel this contract I don't need Stay with Poor Id mobile

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • October 28, 2024

    Hi @mmjmtoma 

    Although faults with brand new handsets are not common, there can still be a chance the handset is experiencing a fault. 

    Testing the SIM in another handset will help to determine if the issue is related to the SIM or the handset itself. 

     

    Please let us know how you get on.

     

    Thanks, 

     

    Nat 

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 28, 2024

    Hi I already do it that. Nothing change is same.

     

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • October 28, 2024

    Hi @Ayubtanya 

     

    My apologies, my previous reply for for another member. 

    If you could please expand on the issues you are having, we will do all we can to help.

     

    Thanks, 

     

    Nat 

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 28, 2024

    OK last weekend. I haven't internet at all. For example. Open social media like Facebook, TikTok. Or YouTube. To watch video. For example,  video  2 minute. I spent 20 minute till complete Keep internet Cat I have to wait For reconnect. And very slow.

     

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • October 28, 2024

    Thank you @Ayubtanya 

     

    Can you please confirm the postcode this happens in and your phone make/model?

     

    Nat 

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 28, 2024

    B128eh 

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2067 replies
    • October 28, 2024

    Thank you. 

     

    There does not appear to be any known faults with the service in your area. 

     

    With the recent 3G switch off, we would recommend taking a look here. 

     

    Thanks, 

     

    Nat

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 28, 2024

    I.

    Know I did check as well. There show me everything is good but I Really have bad 

     internet I don't know what I have to do Only I have this issue when I come back to my area or my Home

     

    M
    New
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    • mmjmtoma
    • New
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    • 4 replies
    • October 29, 2024

    Not only you, unfortunately...

    Tyler
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    • Tyler
    • iD Mobile Employee
    • 3719 replies
    • October 29, 2024

    Hey there @Ayubtanya, what phone do you have?

     

    Thanks,

    Tyler

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    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • October 29, 2024

    Samsung Galaxy A 55

    Tyler
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    • Tyler
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    • 3719 replies
    • October 30, 2024

    Are you connected to 3G, 4G, 4G VOLTE/LTE or 5G when having issues please?

     

    Is it only data you have?

     

    What’s your speed if you do a speed test?

     

    Thanks,

    Tyler

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    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • November 23, 2024

    No

    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • November 23, 2024

    How to get customer service phone number I really want to speak to them I really peace of I want to speak to iD mobile customer service I don't know how aware I can get phone 

     number please somebody help me for that thank you

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1627 replies
    • November 23, 2024

    ​@Ayubtanya Using the postcode you provided earlier there is an ongoing issue. Did you not check this.

     

    If you’ve didn’t, using your postcode on here - https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html - it states:

    We're working on the network in this area at the moment. We're sorry for any disruption this may be causing.

    We hope to be finished working on these improvements as soon as possible.

    We'll add any further updates here.

     

     

    And also using your postcode in here - https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html - it shows 3G has been turned off.

     

     

     

    So, with the loss of 3G, have you read this:

     

    You need to enable 4G or LTE but either need VoLTE

    If you don’t have these settings then it might be related to you using a phone that was previously used on another network (EE, O2 or Vodafone)

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Tom
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    • Tom
    • iD Mobile Employee
    • 8182 replies
    • November 25, 2024

    Hi ​@Ayubtanya 

     

    I can see above we’ve asked a few questions a few weeks ago to try and help you, however these appear to have been missed.

     

    We don’t have a phone number for general customer services, sorry.

     

    Tom

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    A
    Active Contributor
    • Ayubtanya
    • Active Contributor
    • 19 replies
    • November 25, 2024

    Is b******* 

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