Hi ​@Jessicar92 

Thank you for getting in touch with us, please confirm if you have any issues so that we can assist you.

Thank you,

Zandile 

The iD Mobile Team 

This is still a problem with calling contact centres, it doesn’t matter which call centre, they all suffer voice delay. 
Have ID Mobile/Three done any investigation to discover why this problem occurs?

Hi ​@John_GW.

Thanks for your post. There’s no evidence that this is a single universal issue across all contact centres or that it’s caused by one specific fault affecting every network. Voice delay can happen for a few different reasons, and it usually depends on a mix of factors rather than one fixed problem.

In general, call quality issues like delay or lag can be caused by things such as:

Network congestion at busy times
Signal strength where the caller is located
The type of connection being used (VoLTE, Wi-Fi calling, or traditional voice)
Routing between different networks or international carriers when calls are connected

Both iD Mobile and Three UK continuously monitor and investigate network performance, including voice services, to identify and resolve any issues that may affect call quality. However, because calls often travel across multiple systems and networks, pinpointing a single cause can be complex and may vary case by case.

If someone is consistently experiencing delay on calls, it’s usually worth checking:

Whether the issue happens in all locations or just specific areas
If it improves when switching between Wi-Fi calling and standard network calling
Whether other users in the same area are experiencing the same issue

Thanks,

Marquerita

The iD Mobile Team

Hi ​@Marquerita T 

Thank you for the reply.

What you have said is true regarding possible causes in general, however there is a specific issue with contact centres.  I have experienced a problem calling many different contact centres and generally avoid using my mobile phone for this purpose because it is impossible to hold a conversation with bits of the voice missing and talking over each other.

There a many reports in various forums which discuss problems talking to contact centres when using Three and MVNOs that use the same network.

I have heard that disabling WiFi calling and fixing the mobile network to 4G (disabling 5G) resolves the problem, but it’s a bit disappointing that we have to remember to do that before calling a contact centre.

In all other respects the Voice service from ID mobile is great, I don’t experience problems, it’s just something peculiar about contacting businesses that have some type of call management service.

Hi ​@John_GW.

Thank you for taking the time to come back and share this, and I’m sorry to hear you’ve experienced these issues when calling contact centres.

We do understand how frustrating it can be when call quality feels inconsistent, especially when you’re trying to have a smooth conversation. While there isn’t evidence of a single universal fault affecting all contact centres or all users, we are aware that voice performance can vary depending on a number of factors such as network conditions, routing between different systems, and the type of connection being used (for example VoLTE, Wi-Fi calling, or 4G/5G).

We appreciate you also sharing the workarounds you’ve found, such as disabling Wi-Fi calling or locking to 4G, and its useful feedback that this can improve stability in some cases. We also recognise it’s not ideal for customers to have to adjust settings before making certain calls, and we’ll ensure your feedback is shared with the relevant teams for review.

We’re glad to hear that overall, your voice service experience is positive, and thank you again for highlighting this specific scenario, feedback like this helps us continue to improve.

Thanks,
Marquerita
The iD Mobile Team

I would like to add the same issues happening for me and TO me. The beginning of sentences are cut off every time I call ANY call centre, which makes people question my signal (nothing wrong with my signal). I work at a call centre and also train staff so need to call in as a customer - every time I have the same issue - cannot be heard when I need to make a yes/no response. Today I’m receiving calls in my job - two of my calls I couldn’t hear them and asked which provider they were using. BOTH of them said ID. This is therefore not an issue with other providers outside of 3, and I have no issues with normal calls - it may be an interaction with the software call centres use, but it is also a problem unique to ID and 3 and should be addressed. I’m actually losing work because of it as people thing my signal is unstable when it just cuts off the beginning of sentences. I have to say “eeerrrm” at the beginning of everything I say which is a joke.

Customers tell you the same specific problem and you say there is “no evidence”. Do you realise how patronising that is? 

Why are you just repeating everything said and gaslighting people who have evidence that your network plus call centres = problem with calls? As I said - and I repeat - I work at a call centre dealing with hundreds of calls a day - and the only calls I receive with the specific type of short delay I mentioned at the beginning of sentences when someone tries to speak (not lag) are on YOUR NETWORK. Actually feedback these issues instead of cutting and pasting nonsense making us seem like liars. There is no chance on earth I will stay with a company who ignores customers like this and takes no responsibility for the issues caused - blaming it’s customers. This is so frustrating and I’m not surprised your customer service gets such poor reviews. 

Hi ​@MarkJF 

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

I'll speak to you there.

Thanks.

Tashnieka

Hi Tashneika

I have experienced the exact same issue others have reported here. I see you have sent a message to ​@MarkJF to help get this sorted.

Can you tell me please what that is as I would like to get it sorted as well.

Thanks