Question

No signal or Wifi Calling - Samsung S8 Plus

  • 6 September 2019
  • 12 replies
  • 256 views

Userlevel 1
I moved over to ID last week , porting my number from EE. My phone is unlocked but I cannot get any signal where I live and my Wifi calling no longer works since changing from EE.

12 replies

Userlevel 2

Hi @Lea51 contact ID support and they can help you.
 

Userlevel 1
Thank you for your help
Userlevel 7
Badge +9
Hello @Lea51,

Sorry to hear yo're having coverage issues here.

Can you confirm for us your full postcode if you haven't already reached out to us via the email above?

If you've already contacted us via email, please reply to us there to keep contact in one place.

Mohammed
Userlevel 1
HI Mohammed, my postcode is IP270TW
Userlevel 4
Badge +6
Hi @Lea51 There's no reported issue in the area, what phone are you using please?

Have you tried manually searching for networks and can you get signal anywhere?

Are you able to test the SIM in any other phone?

-Phil
Userlevel 1
Hi Phil, I have a Samsung s8 plus. I have no reception which I'm not so bothered about as this is a remote area but when i was with EE i had Wifi calling. Since i put the ID sim in I've lost wifi calling. My partner is with ID and he has Wifi calling on his iphone. I've tried everything out there on the internet from resetting my wifi and connections on my phone.
I rang the ID helpline and was basically told to leave the network as their records say there is reception here so I have to cancel my contract!
I put my Sim in my partner's phone today and he cant get Wifi calling either.
My frustration is that I cancelled my discounted contract with EE to save money with ID and now I now have nothing.
Userlevel 7
Badge +9
Hello @Lea51,

I believe you have since contacted us via Email so we will pick this up and respond there.

Mohammed
Userlevel 7
Badge +9
Hello @Lea51,

I know we may already be speaking to you via email but could you just confirm for us the software version your handset is running?

Mohammed
Userlevel 1
The problem is still not resolved. I have 7 days to use my pac code and my request to take off and re add wifi calling does not seem to have been carried out by yourselves as instructed to do by Samsung 2 weeks ago.
I have also mot heard anything regarding my complaint.

Userlevel 7
Badge +9
Hello @Lea51,

Thanks for confirming those details, I'm happy to get this forwarded over to the manufacturer via our TechTeam but it may take some time for a response. Would this still be okay or are you thinking of leaving iD?

Can you also confirm the current version of Android that you currently have running?

Mohammed
Userlevel 1
This was referred to Samsung by myself 3 week ago who advised it was for ID to take off and put back wifi calling on my account. I requested that you do this 3 weeks ago and nothing has been done. You have blamed EE who deny that it is anything they have done. I now have 4 days to use my pac code because you have done nothing in response to my emails. 3 weeks ago you said it would take a week and now you advise nothing has been done. Please advise why nothing has been done by you.
For your information my android version is 9.
Userlevel 6
Badge +8
Hi @Lea51

Having not been following this conversation all the way through myself (in terms of responding to you), it's hard for me to chime in personally with why anything has not been done.

From what I can gather from Mohammed's last reply above. He has tried to ascertain if you're leaving us. As if you are leaving at this stage, then it would be a fruitless endeavour for us to try and get any assistance for you if we wouldn't be able to test the results of any outcome.

Wi-Fi calling isn't something we can toggle on and off from our side on customers accounts. It would be something that is enabled within the phone. Though only select phones are supported to use this. We appreciate how frustrating this whole thing has been though, and we've seen ample customers have no issues at all with Samsung S8's and S8 plus.

Do you happen to know if Wi-Fi calling has worked ok when you try another network SIM in your phone (that isn't iD Mobile -OR- EE). Just to help verify it isn't that the phone doesn't have this feature locked for EE SIM's only?

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