Hi ​@Tnelson.

Thank you for your post. I’m sorry to hear you’re still experiencing issues with call quality, especially after trying the recommended troubleshooting steps.

I can understand how frustrating this must be, particularly as you didn’t have these problems with your previous network.

As a next step, I’d recommend trying a replacement SIM card, as this can often help resolve service or signal-related issues. You can pick one up from your nearest Currys store, or alternatively, contact us directly via live chat: https://www.idmobile.co.uk/live-chat and we can arrange for a replacement SIM to be delivered to you within two working days.

We’d be happy to help get this sorted for you.

Thanks,

Marquerita

The iD Mobile Team

I never had problems on Three either, and made the switch a couple of years back. It is very frequent that the person on the other end of the line can't hear me, despite decent mobile data speeds and 3 bars signal strength. eSIM currently. We have two and the same problem with both! Wouldn't care so much, but unlike Three, these sims rarely ever use wifi calling to connect.

Hi ​@rkjj22,

Thank you so much for getting in touch with us, please accept my apologies for any inconvenience caused to you in relation to the Wi-Fi calling issues.
The Wi-Fi calling feature will work if the mobile network signal for the calls is weaker than the Wi-Fi signal.

Thanks,
Hosai

Hi

I have the same issue. I have a new eSIM, WiFi calling is enabled and WiFi assist too. I’ve also set it to use 4G instead of 5G, as I’ve read these as possible solutions. Still, people can’t hear me when I call!! 

Does this happen specifically when you call landlines? Especially landlines at big organisations like the NHS or large companies?

Yes, that’s where I notice it. 

It's a three network problem. They aggressively compress the audio and as a result speech is heard but numbers are dropped. They don't care to fix it. Problem is consistent on phone call or wifi call.

Hi ​@Claire098 

Thank you for your message.

Could you please confirm whether you're experiencing the issue when receiving incoming calls as well? For example, are callers unable to hear you during incoming calls, or does the issue only occur when you make outgoing calls?

-Michael Z

It’s incoming and outgoing calls

Michael, I raised this issue with the tech help team a few weeks back in the chat, and chased about it too, but have heard nothing back. Can you chase them for me, please, or DM me an email I can contact them on, as the process of getting through on that web chat is so slow and challenging. Thanks!

Hi ​@rkjj22,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team

I am having the same issue!, not great when the calls are very important, seriously considering leaving and changing to a better company

Can someone please contact me reading the poor call quality!?.  Both inbound and outbound calls are affected and it’s not good. 

Hi ​@Sjc871.

Thank you for your post. I am sorry to learn that you are experiencing poor connectivity and that it has affected your call quality. 

We are not able to call you from this channel; however, you can contact us directly via the following channels;

Live Chat: https://www.idmobile.co.uk/live-chat
Social media (Facebook or Instagram)
Email: socialqueries@idmobile.co.uk

Our team would be happy to assist you in getting your call connectivity restored.

Thanks,

Marquerita

The iD Mobile Team

Marquerita- There still seems to be a focus on our handsets- I've now spoken to a number of your colleagues and they all seem reluctant to look at the network itself- Please check IMS/VoLTE provisioning and codec/interconnect issues. There's many posts online with people having this issue on the Three network, specifically just on calls landlines (call centres especially!). Thanks

Hi ​@rkjj22.

Thank you for your response. I am sorry that your concerns have not yet been fully addressed. We understand that the issue may not be limited to your handset and that you would like the network and calling configuration to be investigated further.

Please contact us directly so that our Technical Team can review your account and investigate the issue in more detail.

They’ll be able to assess the relevant network and calling settings and escalate the matter further if required.

Thanks,

Marquerita

The iD Mobile Team

"Please contact us directly so that our Technical Team can review your account and investigate the issue in more detail."

Email address please.

Also, what have the results of the investigations shown so far, please?

Hi ​@rkjj22.

My apologies, you can contact us directly through one of the following channels;

Live Chat: https://www.idmobile.co.uk/live-chat
Social media (Facebook or Instagram)
Email: socialqueries@idmobile.co.uk

Thanks,

Marquerita

The iD Mobile Team