Help with network coverage

  • 12 August 2021
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Discover everything you need to know about mobile data coverage with help from iD Mobile.  

Check your network coverage

You can find out the signal strength in your area with our handy online coverage checker. Use the postcode search to check all the places you usually use your phone, like your home and work addresses. You can also view both 3G and 4G coverage. 

Please note that the coverage checker is a computer-generated prediction, so it is meant to be used as a guide only. We try to make it as accurate as possible, but it's not a guarantee of actual signal coverage. 

Unable to use data?

If you’re able to make calls and send texts, but unable to use data, it could be down to several reasons. Here are a few troubleshooting steps to help you get connected: 

  • Check that you’ve got enough data allowance left 
    You can check your allowances on the iD Mobile App or My Account online. You can also purchase a Data Add-on if needed. 

  • Check your signal strength 
    It could be that your signal strength isn’t strong enough. While you may still be able to use your data, it could be slow. Try moving location to see if this helps. 

  • Turn your phone off and on again  
    This will restart your network connection as well as reset any other potential issues on your phone. 

If all of the above doesn’t fix your issue, chat to our Live Chat team and a member of our Technical Team will look into it for you. 

Data allowance not updated

If you have updated your plan mid-way through your billing period, your new allowances will be implemented on a pro-rata basis. Only from the next month will you receive your full new allowance.  

If you need further assistance, you can get in touch with us via our Live Chat and they’ll be able to look into the issue.  

Data rollover not received

If you change your plan, you will not be able to carry any accumulated data rollover from the current month into the next. This is because you need to be on the new plan for a full month before your new data rollover kicks in.  

If you haven’t changed your plan and are still experiencing issues with your data rollover, chat to our Live Chat team and one of our helpful agents will look into it for you. 

Data charges when not used

Whether you’re scrolling through social media, checking your email or streaming music on Spotify, you’re using data. Even if you think you’re connected to the Wi-Fi, sometimes your connection can dip in and out.  

This means your data may have been used when you were connected to a Wi-Fi network. You can check the settings of your phone to take a look at your data usage. This will show you which apps have used what amount of data. You can also select the date of your data allowance refresh to see exactly where you have used your data.  

Apps not connecting to network

If your apps are having trouble connecting to the network, you’ll want to check your coverage via our helpful online coverage checker. It will also tell you if you will get limited coverage indoors, so you may experience poor signal if not connected to the Wi-Fi.  

If you have checked your coverage and it’s coming back clear, chat to one of our members of the team via the Live Chat for further assistance.  

Reasons for signal issues

There are a few reasons why you could be experiencing signal issues, including:  

  • The type of building materials your home or office is made out of (e.g., has thick walls or the building you’re in is below ground) 

  • Your distance from the nearest mast  

  • Your location  

  • Too many people are connecting to the same network in your area  

How can I get faster data speeds on my phone?

If you want to enjoy faster data speeds when you’re on the go, why not upgrade to 5G? Its average speed is 9x faster than 4G and has a more reliable connection, meaning you’ll never have to endure a ‘laggy’ movie or video call again.  

You can find out everything you need to know in our in-depth guide about 5G with iD Mobile.  

Please note that iD 5G is available on selected 5G compatible phones only and coverage will depend on location. 

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