Poor Download Speed / slow 4G

Hello @Obliss1,

Virgin Mobile is an MVNO just as we (iD Mobile) are.

Virgin Mobile uses EE’s masts for coverage, whereas we use Three UK’s masts.

So whilst you’re at the same address, you’re connecting to the Three UK masts to get 4G coverage and your partner will be connected to EE masts via Virgin.

EE do tend to have faster 4G speeds normally and it could just be down to the masts in your area.

Can you just confirm your full postcode for us so we can take a look at the Three UK masts in the area just to make sure there’s no faults as such?

Mohammed

Thanks SO15 3HW

Hi @Obliss1,

Thanks for that. I have checked the masts in your area and everything seems to be ok with no reported problems at this time. Have the speed tests got any better since your first post?

Ryan 

I'm getting the same issue. I get an average internet speed of 1.6mb. I have tried three different areas: E1, E13 and RM17 6PE. I have a Huawei P30 Pro New Edition. Is there anything I can do to speed this?

Hi @Ruub1,

I am sorry to hear about those low speeds. This may be caused by mast congestion in those areas. Do you want to share the full postcodes with us and we can check this out further for you?

Ryan

Hi Ryan. Thank you for your response. I can certainly say this is not caused by mast congestion as I was previously on Vodafone and Three network at the same time with two separate phones. Neither had any issues in any of those areas. The signal was so good that I never bothered connecting my phones to my home wifi. Now I cant use my phone without the wifi. The postcodes for the 3 areas are: E1 3DT, E13 0NG and RM17 6PE. 

Hi there @Ruub1 

How long have you been with iD Mobile currently?  Have you had problems since you first came to us?  Or did problems only arise more recently?

Looking at those postcodes:

E1 3DT is being marked as congested on the 3G side of things currently, and that a known issue is affecting the 4G side currently.  Though we don’t know a date yet as to when Three will be able to address the 4G issues with that mast.

E13 0NG is congested on the 4G side currently, and some planned work is due to take place on the closest mast there to help alleviate issues, though again unfortunately we’ve not heard of a date for when exactly things will be taken care of there.

RM17 6PE should be totally fine on the 4G front.  Congestion is reported on the 3G frequencies.  Though if you go to Settings > Mobile Network > Mobile Data.  You might see an improvement to signal locally there by selecting “4G only” instead of “Automatic”.

Hi Kevin 

I have been with iD since last month Dec 2020 and I've had this issue since I've joined. 

These areas you say are congested were fine with me when i was on Vodafone and Three mobile. My wife who is on Talk Mobile gets an average of 30 mb in each of these areas. 

I tried changing the setting as asked but this phone doesn't allow you to change to 4G only. See image

Hi @Ruub1,

Thank you for that. I’m just wondering if you have tried the SIM card inside another device recently? Although there is congestion showing we would like to see if the changing the device makes any difference at all to the connection.

Ryan

Hi ID mobile,

I’m having the exact same issues as @Ruub1 

I recently joined after leaving Vodaphone and use hotspot for work. However since shifting over, my speed has been poor. Yesterday the upload was less than 1. Last week, it was a smidge over 1 and today (snip below) it’s the same again. It’s becoming an issue with work as I can’t do video calls which I need.

I used the same device with vodaphone hot spot with no speed issues.

I’m working again tomorrow and I’m worried I’m going to have the same ongoing problem with poor speed. I’m based in Camberwell, London.

Can someone please advise?

Hello @Fionas 

Have you got the full postcode for us so we can take a look at the coverage for you at the local masts?

Mohammed

Hi Mohammed,

Thanks for getting back to me. Rather than posting it here, do you have an email address I can send my post code to?

Thanks Fiona

Hi @Ryan and @Mohammed 

Ive te my sim on another phone and i iet the same speed. Ive also tested my wifes sim on my phone and she gets over 30mb speed. So theres to issue with my phone. Its your network. Please can you fix this asap pls as this is appalling speed. 

Hi @Ruub1 

We’ll need to raise the issue with our Technical Team.

We’ll send you a private message on here so that we can verify your details. 

To view the message sent.  Simply click on your profile icon in the top right, then go to your private messages. 

Thanks. 

Michelle 

iD Mobile 

Hi @Fionas 

We don’t have a direct email address.

Our Live Chat team can also help if you are not happy about sharing your postcode here.

They’re available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday. 

Once you land on the page above, scroll down to see the Live Chat section.  

The Live Chat button may not always appear as ‘available’. If so, it may be a matter of waiting, until an agent is available, so please be patient. 

Once the agent is available the button appears blue, indicating that an agent is available. 

No need to refresh the page, this will happen automatically. 

Michelle

iD Mobile 

Hello, all . I joined in January and wish I hadn’t, I hardly ever have reception to receive or make calls and sms messages. What should I do 

Hello Michelle, I’ve not turned my phone on and off, I think it’s the connection it’s the same indoors and outdoors at home and work. Why does my sms message state not delivered when the recipient gets not just one but several messages from my phone. I’m not happy at all, cannot make calls or receive them plus the problem with the sms messages. Post code home is B28 8TE. Work it’s B15 3SJ. I’m desperately looking for an answer 

Hi @Munu,

Could you try Turning the handset off for 10 minutes please?

Will

Hello Will, 

I’ll try that now 

Cheers @Munu,

Please let us know how you get on.

Will

It’s the same , no luck 

What would like to find out is, why are the sms messages getting sent multiple times when on my phone it says’not delivered’

Hello @Munu,

Try this:

1)    Turn off iMessage (Settings > Messages)
2)    Restart your phone (by pressing and holding the on/off button)
3)    Tap Settings > Phone > My Number and confirm that it is correct. 
4)    If it is not correct, please enter the correct number
5)    Turn iMessage back to On (Settings > Messages)
6)    Finally, go to Settings > Messages > Send & Receive and see if the correct number is displayed under “Start new conversations from:”. 

Mohammed