Solved

Disgraceful service

10 months ago
June 19, 2024
4 replies
218 views

SLVAC
Community Member

I have had none stop problems in dealing with ID mobile in the many years since I first started using them.

When my phone was stolen, it was impossible to get in contact with anyone.

Now, internet coverage appears intermittent at best, and non-existent at worst. Any attempt to contact customer service is met with a blank wall of unhelpful information.

Why am I paying a significant amount for what is absolutely disgraceful customer service, and a complete lack of supply of the service I have been paying for.

I cannot wait until my contract ends so I can move to a service provide that….well...provides a service.

In the mean time, I would be gracious to anyone who can provide information on how I can reclaim some of my monthly payments for services not rendered, and also any way I can end my contract early.

Best answer by Tyler

Hey there @SLVAC, welcome to Community!

We're very sorry to hear you're having issues with coverage.

Please take a look at our coverage checker, which will show you what your signal strength should be like in your area, for all of 3G/4G/5G, for both indoors and outdoors.

https://www.idmobile.co.uk/help-and-advice/coverage#coverage-info

Furthermore, please take a look at our network partner Three's network status checker, which will show if there is any maintenance or performance upgrades going on in your area. If the website states that's the case, then it's likely that this is disrupting your coverage, and we hope that this is resolved soon for you.

https://www.three.co.uk/support/network_and_coverage/network_support

Please take a look at both of these. If you believe you should be experiencing better signal than you are, or if the networks status checker on Three's website isn't showing any upgrades or maintenance, then please do let us know. As mentioned above by @andewhite, you can raise an official complaint using the link above also if you’d like to, or contact us via our live-chat:

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

Thanks,

Tyler

View original

+26

andewhite
Platinum  Contributor
12131 replies
10 months ago
June 20, 2024

Maybe check your iD contract terms & conditions, for details of how to end your minimum term handset contract penalty free, @SLVAC.

Otherwise make an official complaint regarding the issue/s.

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

Forum member (non-iD).

+24

Tyler
iD Mobile Employee
3551 replies
Answer
10 months ago
June 24, 2024

Hey there @SLVAC, welcome to Community!

We're very sorry to hear you're having issues with coverage.

Please take a look at our coverage checker, which will show you what your signal strength should be like in your area, for all of 3G/4G/5G, for both indoors and outdoors.

https://www.idmobile.co.uk/help-and-advice/coverage#coverage-info

Furthermore, please take a look at our network partner Three's network status checker, which will show if there is any maintenance or performance upgrades going on in your area. If the website states that's the case, then it's likely that this is disrupting your coverage, and we hope that this is resolved soon for you.

https://www.three.co.uk/support/network_and_coverage/network_support

Please take a look at both of these. If you believe you should be experiencing better signal than you are, or if the networks status checker on Three's website isn't showing any upgrades or maintenance, then please do let us know. As mentioned above by @andewhite, you can raise an official complaint using the link above also if you’d like to, or contact us via our live-chat:

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.

R

Rewood
New  Contributor
1 reply
8 months ago
August 9, 2024

I'm with you SLVAC. From day 1 I've had poor service and poor signal from Id mobile. I have put up with it for two contracts now but have had enough. I'm going to Sky. Prices cheaper and lots of trade offs when other family members also have sky. But, trying to end my contract is proving just as challenging. Contract up in a month. Chap yesterday said I don't need to give 30 days notice, but my t and cs suggest I do. And he gave me a termination cost that was twice as much as a figure I got a month ago when I enquired online! Hopeless.