I have been unable to use my data in central Edinburgh -  speeds are almost always under 5 Mbps (Avg 2MB/s) despite constant full 3-5 bar signal and excellent coverage on the map according to ID mobile support.

After many chats and complaints I finally logged a formal complaint (reference 476 678 188). Today I received the callback and the agent told me:

• They will only let me leave if the contract is cancelled immediately on the call (mid-billing cycle)
• They will NOT allow cancellation at the end of my current billing month so I can port without losing service/ or give me a week to get a new SIM.
• They are refusing to issue a deadlock letter
• If I don’t agree to instant cancellation today they will close the complaint
• Finding this absolutely ridiculous, I laughed while trying to make sense the ridiculousness of the options, I am told this is disrespectful to her and she will drop the call since this is harassment.

This feels completely unfair – I either lose service for days/weeks or stay trapped on a service that hasn’t worked properly for over a year. On top of it, I have a work trip in 2 weeks so I will on the move.

I fully understand the normal process is up to 8 weeks or a deadlock letter before Ombudsman, but given how long the fault has existed and the fact the agent is actively blocking a normal exit, I’m hoping the community team can step in and help.

• Provide a deadlock letter today

• Provide a reasonable resolution procedure through email so I have in full in writing as I do not accept the alternative of phone calls and having to jump through your loops to obtain a record of them for the Ombudsman.

I am also hoping other community members who had similar dealings with ID mobile to share their experience on how to getting this resolved or in the worst case, exit the contract without been left to fend for themselves especially on how PAC and things work if it is an immediate cancellation.