bad 4G connection, no 5G

I just want to raise this with you as I am so sick of the poor Internet. Since being mis sold my contract (sold as 5g) and only being able to get 5g out of the specified area on the map (and being repeatedly told it is a service issue, and every other excuse) , I am now getting poor 4g connection yet again. Why oh why should I be tied in for 2 years for a service that has failed from day 1 to deliver the commitment I signed up for? Please advise as to the process to leave, this is a breach of contract on your part therefore I will not be charged for leaving this contract.

Your customer service is poor, bad decision leaving O2. Sort it out this is your last chance saloon ID mobile, it's been about 6 months and no improvement.

Hello ​@Matt1133 

Thank you for getting in touch. 

We are sorry to hear you are experiencing issues with your service. 

Can you please confirm the full postcode for the area that you are experiencing issues?

Are calls/texts and data all impacted?

With 5G, we do sell 5G enabled phones but with the roll out still ongoing, this is not currently available in all areas. 

Thanks, 

Nat 

Hi. I am not comfortable posting my full postcode on a forum. I have raised this before and provided the details I keep having to repeat myself

Same here ​@Matt1133 

You could however put your (or any other) postcode in this and it’ll show any known network issues:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

Also, if you want do the same with this. It’ll default to 4G, then toggle to 3G and 5G:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

That way you’ll have an idea if your issues are already known and what guesstimated coverage you could expect for that area(s).

But you’re not the only one reporting poor quality on 5G. I’m not in a 5G area and have been having significant issues with 4G, though my area has also lost 3G. So I really do understand just how peed off you are. But in a way I’m fortunate as I didn’t sign up to a 12/24 month contract.

I have raised this before and provided the details I keep having to repeat myself

Or being as you’ve previously reported issues (I guess via another method) and you want to take this further then you may wish to look at this:

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Hi, it mentions there is a service issue being addressed, but this has been going on for ages now. Why can I not receive service updates via text for example? I think I'm just going to have to accept ill never get 5g (despite the map clearly stating i would) and being told repeatedly that i will. Any ideas how long the issue will last or even what the issue actually is? Can't even watch a youtube video without it buffering every 2 seconds

And to add further detail, the map clearly states 5g available outdoors. Well I can confirm I have never once been able to get 5g in this area. Only when leaving the area will that happen. So the map is clearly wrong, and I have signed up to a service that cannot and never will deliver?

Hi, it mentions there is a service issue being addressed, but this has been going on for ages now.

Crikey are you one of my neighbours!

Why can I not receive service updates via text for example?

Crikey you in my head! I said the very same thing a few weeks back. I know O2 permit Tesco mobile users to register their mobile number and their service status sends regular updates (I was on Tesco btw).

I think I'm just going to have to accept ill never get 5g (despite the map clearly stating i would) and being told repeatedly that i will.

There are many other posts dotted around here saying the exact same thing. The problem is (using iD here as we’re both with them) they are told 5G is available by Three and you and I (plus many others) know this isn’t actually the case. Some of our fellow customers have the 5G email and they can’t get it. Three needs to stop telling MVNO’s it’s here or there when it’s clearly not.

Any ideas how long the issue will last or even what the issue actually is? Can't even watch a youtube video without it buffering every 2 seconds

How long is a piece of string (yeah I know its twice the length from the middle to one end) but if I knew that I’d be putting a bet on (and I don’t bet!). Me stream, no, I can’t even load our Ring doorbell camera on 4G here!

And to add further detail, the map clearly states 5g available outdoors.

And that’s the official answer you’ll get from iD with a smidge of its only an estimate and its not guaranteed. Now you can’t really blame them as iD have no control over what mast is doing what. But yes we do and will get annoyed at them as its them we pay for a service. And its a service we’re not actually getting.

Well I can confirm I have never once been able to get 5g in this area. Only when leaving the area will that happen. So the map is clearly wrong, and I have signed up to a service that cannot and never will deliver?

There are many others saying the same. But for some (like me) 4G isn’t working as it should either.

Hi ​@Matt1133 

At no stage can we guarantee if/when/where an area will get a certain service, there are areas where we predict and presume service will be available, but it’s all based on estimations with the masts, there are areas we don’t cover and are absolutely areas that will be affected by outages, maintenance, etc

We can get in touch privately to take a look into postcodes or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter, however if as you’ve mentioned you’ve already raised this to us, we’d recommend contacting the same team you’ve already been in touch with.

Tom

Hi, whilst I acknowledge you cannot guarantee a level of service, the bare minimum is that i can have the service i have paid for. As it stands I still have no 4g connection which is what I'd at least expect. It has been about a month now and not even a peep as to what is going on or any expected resolution. Will IG mobile be refunding me for this shortcoming in  their agreed service? If i haven't had service restored over Christmas then I will have no option but to assume breach of contract on your part as is my legal right, there will be no penalty for doing this as you are unable to provide the service I am paying for. Ifnyou are able to send me a private message then please do so.

Hey there ​@Matt1133, sorry you feel this way.

Who was the last team you spoke to, and what was said please?

Thanks,

Tyler

Hi, can I enquire as to why you need that information? Does ID mobile not run this forum? Surely they can find out by my username? I last spoke to ID mobile around 3 months ago. I have given ID mobile more than enough time to sort this out. 

ID mobile should refund all affected customers who have a loss of service.

Just posting to say:

Matt, if you’re accessing the forums from a mobile/tablet certain ‘things’ are not visible and some functions are not available. One missing thing is the reference to whom is and whom isn’t an iD Mobile employee. Using desktop site/view/mode on a mobile/tablet will show this info. So it would show (eg) Tyler iD Mobile Employee

I would assume staff on here know your account details if you filled out the mobile number section during your forum registration.

Another day on ID Mobile gone. Another day with no contact from ID mobile

Hi ​@Matt1133 

We’re not a live chat service here, we may not respond for a few days or possibly longer here.

We can’t find anything by your username, your iD Community account and your actual iD Mobile plan are completely separate.

If you’ve not spoke to us for 3 months, I’m unsure how you believe we’d have been able to address or resolve your issue in that time.

As mentioned already, we’d recommend getting in touch with us so we can address and look into this, via live chat, Facebook or Twitter.

Tom