I have lost total network coverage and cannot make or receive calls and texts since yesterday morning. I phoned up the ID mobile helpline yesterday afternoon and spoke to a very pleasant and helpful customer service agent who talked me through several processes to input my phone settings to try and reestablish my network connection but unfortunately with no success. I was informed by the agent and I was informed of this by message on status checker online tool that ID mobile are in the process of changing the signal quality from 3 to 4G. The agent also informed me my complaint would be escalated to the technical team who would get back to me within 48 hours, I am having cancer treatment at the moment and I am relying on my mobile phone to receive updates on my care plan so it is important for me to get my network signal back as soon as possible therefore I would appreciate any help to get the problem resolved.
+25Hi
My best suggestion in this case would be to continue with the team you’ve already contacted or also consider the vulnerable customers line.
https://www.idmobile.co.uk/legal/accessibility
You mention you lost all network coverage, how were you able to then call an iD Mobile helpline? What number did you call for assistance?
Tom
hi Tom, I have not been able to make or receive calls on my mobile since last Wednesday morning 25th September. I have spoken to customer service by phone on 0800 049 2402 on Thursday 26th using my wife’s phone and the agent suggested several possible fixes but none worked, the agent said I would hear from the technical team within 48 hours and gave my wife’s phone number to contact me but up till present I have not received any call from the technical team. I did mention in my conversation with the agent I am undergoing cancer treatment and need my phone working as soon as possible for contact with my hospital. I have also used live chat as well again informing the chat that I am a vulnerable person due to my cancer treatment. I did not know there is a vulnerable customer line. I just tried the link you have enclosed in your email bit I cannot see any phone number specific for vulnerable people. I tried my sim card in my wife’s Samsung Edge 7 phone and it works perfectly ( my phone is a Samsung A20e model).
+25Hi
Okay, sounds like you called the complaints number, not a customer service number, we wouldn’t recommend typically calling these for standard questions such as these.
If you’ve already been in contact with multiple teams at this stage, we’d recommend keeping with those.
The number 0800 049 2376 can be found in this link.
Tom
Hi Tom,
Thank you for your reply, I had top buy a new phone due to the fact my sim card worked on another phone but not on my original phone.
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