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bought a phone on ID network and cannot get 5G

  • September 4, 2025
  • 14 replies
  • 105 views
M
Active Contributor

Bought a new phone for my sons birthday on the ID network. The service is poor. Its not good enough for him to play his favourite app Pokemon which is so frustrating.

The pure fact that this is a new contract I have no idea what to do? Do I have to leave and pay a fee to get out of the contract? What options do I have here? 

Any help would be greatly appreciated 

Best answer by WelshPaul

If you ordered the product through the iD Mobile website or their telephone sales line, you have a 30-day cooling-off period. If you’re not satisfied with the product, you can return it. That’s what cooling-off periods are for!
 

https://www.idmobile.co.uk/help-and-advice/returns-cancellations

    14 replies

    WelshPaul
    Platinum 
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    • WelshPaul
    • Platinum 
Contributor
    • Answer
    • September 4, 2025

    If you ordered the product through the iD Mobile website or their telephone sales line, you have a 30-day cooling-off period. If you’re not satisfied with the product, you can return it. That’s what cooling-off periods are for!
     

    https://www.idmobile.co.uk/help-and-advice/returns-cancellations

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 4, 2025

    Unfortunately its just over the 30 day cooling off period which is even more frustrating. 

    WelshPaul
    Platinum 
Contributor
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    • WelshPaul
    • Platinum 
Contributor
    • September 5, 2025

    That’s why we have cooling-off periods – so you can try before committing! Unfortunately, you’re stuck with it now.

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Siân W
    iD Mobile Employee
    Forum|alt.badge.img+19
    • Siân W
    • iD Mobile Employee
    • September 8, 2025

    Hi ​@mcgloner1 ,

    I am sorry to hear of the trouble you have had with your coverage.

    Can you please check your coverage here to see if there are any current outages in your area - https://www.idmobile.co.uk/help-and-advice/coverage

    Some materials and structures can also affect signal strength.

    Can you try switching to 4G only to see if that helps? Do you have Wi-Fi calling and VoLTE enabled?
     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 8, 2025

    Hi. Nothing happens when I put my postcode in the coverage checker.

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 9, 2025

    Hi there ​@mcgloner1, what’s your full postcode please?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 9, 2025

    CM77 7GZ

    N
    iD Mobile Employee
    Forum|alt.badge.img+22
    • Natalie W
    • iD Mobile Employee
    • September 11, 2025

    Thank you for providing your postcode. 

    I have checked and can confirm there are no issues showing in the area. 

    How has the service been since your last post to us?

     

    Natalie 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 11, 2025

    Hi.

    Are you saying that we should be getting 5G then?

    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 11, 2025

    Also we were told that we would be contacted by ID technical support team within 24/48 hours after our call on last Friday 5th Sept.

    Yet to receive any call from them!!!!!!!

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 11, 2025

    Hey there ​@mcgloner1, I can see you live in a NO 5G zone, please see here:

     

    https://www.three.co.uk/support/network-and-coverage/coverage?location=AL7+1RR

     

    Only 4G would work here, and should be good service. What team have you previously spoken to, our live-chat or complaints team?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    M
    Active Contributor
    • mcgloner1
    • Author
    • Active Contributor
    • September 11, 2025

    My wife spoke to the technical help team who advised they would investigate why my son was having issues with latency and pretty much deemed his pokemon app useless.

    They advised they would get back within that time frame I previously mentioned.

    Weve heard nothing 

    WelshPaul
    Platinum 
Contributor
    Forum|alt.badge.img+26
    • WelshPaul
    • Platinum 
Contributor
    • September 11, 2025

    There is no 5G coverage at that location, only 4G.

     

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 11, 2025

    Hey there ​@mcgloner1, I would recommend chasing for an update with our live-chat, who can check for one from the technical team. Please ask to speak to an agent:

     

    https://www.idmobile.co.uk/live-chat

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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