Hey there ​@Ann Bentley, sorry to hear that. We’d definitely recommend 4G here for the best signal, as 5G is weak here.

When having issues, are calls, texts and data affected?

Have you tried resetting network settings? If not, what phone do you have?

Thanks,

Tyler

Yes I have changed the network settings. I have tried 4g and it either gives 1 bar or drops out completely.

Im at work and it works perfectly, so it certainly a signal blackspot at home. If the signal checker had shown it was weak I would never have moved to id.

I use a Samsung galaxy and its just calls and texts thats useless. Data works fine. 

Hey there ​@Ann Bentley, I see you’ve changed to 4G only, but have you also tried resetting network settings please?

Which Samsung Galaxy model please?

Many thanks,

Tyler

​@Ann Bentley I presume you have wifi at home, so I suggest you enable wifi calling on your phone.  That way you’ll be able to make calls over your wifi at home.  If it works well everywhere else then you are in luck.  My issue seems to be more widespread.

​@Simon D wifi calling is on, but its still useless, thanks though.

​@Tyler C Yes, I tried changing them, nothing works. The phone is a samsung galaxy A55, it works fine apart from at home. 

Hey there ​@Simon D, do you require any assistance at all?

Thanks,

Tyler

Hey there ​@Ann Bentley, thank you for confirming. How long have you had these issues?

Also, since having issues, have you tried a free replacement SIM card at all?

Thanks,

Tyler

I have had the issue since I got the phone, I hoped it would sort itself out. As I said the phone/ sim card works fine everwhere apart from home.

No I have not had a replacement sim. 

Thankd

Sorry to hear that ​@Ann Bentley. No problem, it may be worthy to try a replacement SIM card.

Just before we do suggest so, are you able to try the SIM in another device whilst at home and see if the same issue persists please?

Thanks,

Tyler

There is no other device to try, thats why I got a new phone through you. Also because I could transfer my existing number.

Ideally I want the contract cancelled, as its not fit for purpose at my address. If the network checker had given a true result, it should have been poor and I would not have placed the order.

Thanks

Hey there ​@Ann Bentley, sorry to hear that. If you’re out of contract, or within the returns window, then of course you’d be allowed to leave free of charge. If you’re within contract, then to leave would incur the termination fee, or we’d need to take out a thorough investigation into the issue further before we can look at or discuss a possible free and early release I’m afraid. We’d need to investigate the issue and your area further, and try all relevant troubleshooting first. As with any network and anything, there can at times be issues that we endeavour to resolve ASAP when brought to our attention, as you have done here.

I’d recommend trying a replacement SIM card and seeing if this helps. If after a few days it does not, I’d recommend getting back in touch here or via our live-chat so we can raise further to our technical team. Please find out how to get a replacement SIM below:

Thanks,

Tyler

Thanks, although im not happy with the situation. I am still stuck with a phone that does not work. 

This is obviously not an isolated case, as there many other cases on Trustpilot.

I will ask for a new sim, but have no faith it will make a differenc. If it was faulty, there would be no network coverage anywhere.

Hey there ​@Ann Bentley, of course we completely understand that, which is why we’re trying to help via our troubleshooting methods, which is the steps I’ve asked already above, followed by a replacement SIM, followed by an investigation with our technical team if that doesn’t help. As mentioned, if the new SIM doesn’t help, please get back in touch and we’ll take it further from there.

In terms of issues mentioned on TrustPilot; as we’re a mobile network company, most of our reviews are of course likely to be that customers are having issues with coverage, or with calls for example, as that is what our business is predominently for, and you’re more likely to read negative reviews than postive ones from customers with no issues, which we have many of on TrustPilot also.

I hope the new SIM helps, but if not, please don’t hesitate to get back in touch so we can assist furthe.

Have a lovely day in the mean-time.

Thanks,

Tyler

Ive had exact same issue with shocking signal for months now, reported it and told was an issue in your area, But it doesnt matter where i go, i will get signal make a call and then it cuts out half way through a call. Awful signal in general, will definitely not go with ID mobile again

Hi ​@tomjack379 

We’re sorry to hear this.

Which device are you using?

Is it just calls affected or all services?

Anika

iphone 16 pro 

mainly noticed the calls dropping out but its all services in general where it looses signal completely or switches to 3g but has no signal

Its the automated replies that are the worst.

I now have to order a replacent sim, which will make no difference. Its a network issue, not the sim and they should be able to follow up on my problem, by just sending me one.

Meanwhile im stuck with a phone that loses all Signal when I get home and most need it.

Hey there ​@tomjack379, sorry to hear that. Have you tried all the steps above, including resetting network settings and ensuring your phone number is showing correctly in settings?

Thanks,

Tyler

I have tried all the basic steps but no luck,  there clearly is a wider issue than just my phone/sim. 

Hey ​@tomjack379, sorry to hear that. There isn’t a wider issue or outage currently, so any issues with customer making calls or with coverage would be individual issue’s we work on independently, as not all issues would be for the same reason, for each customer.

What are the full postcode(s) you’ve been having issues in mainly please?

Thanks,

Tyler

Ok its all over Essex and Suffolk then as this is where im having issues. CO7 POSTCODE area

Hey ​@tomjack379, could you send the full postcode sorry?

Thanks,

Tyler

CO7 8QN

Hi ​@tomjack379 

There are a few patchy spots in the area. 

When was the last time you’ve replaced the SIM card?

Anika

@annbentley you can get through this phase quite quickly by downloading an eSim if they're compatible with your phone.