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full signal but no data


In the Hope Valley in Derbyshire and again find that although I have a full signal there is absolutely zero data, so cannot connect to the internet….what the hell is wrong with the ID network because there is clearly insufficient capacity, it’s just a waste of money!

Best answer by Kash

Hi @Bobrmitchell,

I would advise that you contact our Live Chat Team.

The team can check the issue and assist you further.

 

Kash

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21 replies

  • Active Contributor
  • 9 replies
  • September 1, 2024

This seems a common theme


  • New
 Contributor
  • 3 replies
  • September 2, 2024

Yep, There's areas near me that suffer from this, congestion on the Three network (which iD uses). Hopefully the potential merger with vodaphone happens soon as Three seem to be doing little to invest in their network in the meantime.


  • Active Contributor
  • 6 replies
  • September 4, 2024

If you do a Network status check on Hope Valley you’ll see…

“There is, at times, heavy usage in this local area. As a result, you may experience varying data speeds depending on how many customers are connecting to our network via your closest mast.”

 


Lauren
iD Mobile Employee
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  • iD Mobile Employee
  • 479 replies
  • September 7, 2024

Hi @Bobrmitchell, is it just data that you’re having the issue with? 

Do calls/texts work fine, or are you struggling with using these services also? 

-Lauren


  • Author
  • Active Contributor
  • 13 replies
  • September 7, 2024

It’s purely data and it’s dreadful!


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2235 replies
  • September 10, 2024

Hi there @Bobrmitchell, how long has this been an issue for please?

 

Have you tried resetting network settings?

 

The below Community page may also help:

 

https://community.idmobile.co.uk/troubleshooting-177

 

Also, 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 or contact us via our live-chat:

 

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

 

Thanks,

Tyler


  • Author
  • Active Contributor
  • 13 replies
  • September 10, 2024

The coverage is perfect, the issue is with data and the Three website states you may experience varying data speeds…well varying is nothing to almost nothing which is just unacceptable and for us it’s just useless and paying for data that I cannot physically connect too…Three need to install more backhaul but don’t indicate any planned improvements!

I moved to ID from BT and wished I hadn’t because the service offered by Three is appalling.

“There is, at times, heavy usage in this local area. As a result, you may experience varying data speeds depending on how many customers are connecting to our network via your closest mast.”

 

Bob


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • September 11, 2024

Hi @Bobrmitchell,

How long has the issue been ongoing?

It  may be worth contacting our Live Chat Team and they can get a ticket raised.

 

Kash


  • Author
  • Active Contributor
  • 13 replies
  • September 11, 2024

It’s been going on since I moved to ID,  I have flagged it up before but nothing has improved and won’t improve until Three fix the capacity on their masts!  


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • September 12, 2024

Hi @Bobrmitchell 

 

Okay, all iD Mobile plans have a cooling off period, in which a customer can return their plan early on should they find the coverage is not right for them, was this option not considered by yourself?

 

Tom


  • Active Contributor
  • 9 replies
  • September 12, 2024

So a lot of people have full signal and no data and you mentioned cooling off periods, just release people from the contract, or fix the issue bas it is obviously not isolated to one place but nationwide. 😡


  • Author
  • Active Contributor
  • 13 replies
  • September 12, 2024

I’m guessing that you’re not at all interested in fixing the issue?


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • September 13, 2024

Hi @Bobrmitchell 

 

I’m simply trying to understand why if you noticed you had issues since joining, you did not raise this earlier or exercise your right to return the plan in the cooling off period.

 

If you notice issues and continue anyway, you may still be in your contract and be locked into it.

 

Please could you provide the postcode(s) where you’re having issues?

 

Tom


  • Author
  • Active Contributor
  • 13 replies
  • September 13, 2024

S33 8WB but in reality its whole of the Hope Valley. And I have been raising this as an issue for months! 


  • Active Contributor
  • 9 replies
  • September 13, 2024

Where have you got signal?

  • Nowhere - If you cannot find a mobile signal anyway within a reasonable distance surrounding your home then you have the right to raise your concern with your mobile network provider.

    You can request a signal strength check to be performed, which will reinforce your claim to the provider. Once this has been addressed, you will have reason to cancel your contract for non-performance.

  • Outside your home, but not inside - Occasionally, a lack of signal can be caused by something in your home that is interfering with the network signal reaching your mobile device.

    Check your mobile contract to see whether your network declared within its terms and conditions that they are not responsible for short losses of mobile service. If you cannot find this, then make sure you express this issue when you speak to the provider.

  • Regardless of your location... If the loss of signal is of no direct result of your actions, and it was never explained to you before agreeing to your mobile contract that the signal may be weak, poor or sporadic in your area, then you have rights to cancel under the supply of goods and services act 1982.


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • September 17, 2024

Hi @Localbloke,

Welcome to the Community!

I would advise contacting our Live Chat Team for further assistance.

The team will take a look into your issues and hopefully get this resolved.

 

Kash


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • September 17, 2024

Hi @Bobrmitchell,

How long have the issues been ongoing?

Having checked your postcode there is, at times, heavy usage in this local area. As a result, you may experience varying data speeds depending on how many customers are connecting to our network via your closest mast.

We’re always working to improve our network and aim to provide the best experience possible.

 

Kash


  • Author
  • Active Contributor
  • 13 replies
  • September 17, 2024

It’s like it all the time and as it’s in the Peak District it means a lot of people use walking apps and are often left struggling to obtain accurate directions. Disappointing that Three have not invested in more infrastructure.


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2235 replies
  • September 20, 2024

@Bobrmitchell, when having issues, have you tried resetting network settings and restarting your phone?

 

Thanks,

Tyler


  • Author
  • Active Contributor
  • 13 replies
  • September 20, 2024

Yes. Plus my wife also transferred to ID and is having the same issues…it’s very clear that the problem is with the Three back haul network which is woefully inadequate 


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • Answer
  • September 24, 2024

Hi @Bobrmitchell,

I would advise that you contact our Live Chat Team.

The team can check the issue and assist you further.

 

Kash