Formal Complaint Regarding Persistent Poor Mobile Reception and Call Quality
Dear ID Mobile,
I am writing to formally express my profound dissatisfaction with the persistent poor mobile reception and unacceptable call quality I have been experiencing at my location, NW11, since the commencement of my contract in March 2024.
In an attempt to mitigate these issues, I have resorted to utilising Wi-Fi calling on the mobile phone settings and that has made very little difference. However, this has proven to be an inadequate solution, as the line continues to cut off intermittently, particularly during crucial moments such as when I am reading digits or relaying sensitive information like account details or telephone numbers or even spelling an address out.
These persistent connectivity problems have caused me significant inconvenience and frustration. However, the situation has recently escalated to an intolerable level.
To further emphasis the severity of this issue, I have conducted comparative testing using a Vodafone SIM card within the same phone and location. In stark contrast to my experience with ID Mobile, the Vodafone SIM card consistently provides clear and uninterrupted call quality, demonstrating that the problem is unequivocally linked to ID Mobile's network coverage in my area.
I have raised a complaint already on 04/02/2025 - I found the online service very poor - Incredibly poor.
I have ordered a new sim.
As an example of a call: on 04/02/2025 at 14:13pm I had to repeat my account numbers 4 time on the call. I was on hold for a very long time, and the customer service rep said this is the worst line they have ever heard. They felt that I was calling from Abroad.
On 3/02 - I had a call with a bank and there was a delay of 5-7 seconds between my voice reaching the other party. TThis was akward and led me to anxiety and feelings of extreme streess.
I, therefore, implore you to conduct a thorough investigation into the network coverage and call quality issues plaguing. Following this investigation, I expect concrete and effective measures to be taken to rectify the signal strength and overall reliability of your service in my location.
Given the protracted nature of this issue and its detrimental impact on both my personal communication, I want to leave id mobile.
Should ID Mobile be unable to provide a satisfactory resolution to this matter within a reasonable timeframe, I request the option to terminate my contract prematurely without incurring any financial penalties. This would allow me to seek an alternative provider that can reliably meet my communication needs.
Throughout this process, I expect prompt and transparent communication from ID Mobile, including a clear timeline for the investigation and resolution of this issue. I also request regular updates on the progress being made to address the network deficiencies in my area.
In the interim, while a permanent solution is being implemented, I would appreciate it if ID Mobile could consider providing alternative measures to mitigate the immediate impact on my communication, such as a signal booster for my residence or a temporary phone number with reliable reception.
I trust that you will address this complaint with the urgency and attention it deserves. I look forward to your prompt response and a swift resolution to this matter.
