Hey there ​@Rick.T, I would recommend getting back in touch with the team you originally raised this with to check up on an update and to look into if the credit was applied.

Thanks,

Tyler

The team doesn't seem very interested. 

I’ve tried. I'm currently being charged £50 a month for an unlimited data plan that isn't providing the data I'm paying for. The “credit” applied to my account was apparently fictitious.

I'm raising a complaint with the communication ombudsman. 

Hi there ​@Rick.T, what team are you currently in contact with please?

When did you last speak to them, and what was said directly?

Thanks,

Tyler

First raised the issue here. Then called customer service. Who passed me to tech support, who requested I preform a speed test take screen shots, and email it to them. They then emailed back saying they couldn't do anything with those screenshots, even though they were emailed from the email account linked to my phone number. Unless I gave them (and I still have the email where they asked for this)

• My customer service pin.
• Bank details.
• 2 forms of ID

Generally companies don't ask for sensitive data like that to be sent unsecured, via email. I'm no expert, but I'd wager that's a violation of the data protection act. 

So I called customer service, (again). They were able to verify my ID over the phone. They're fully aware of tech support asking people to jump though hoops. They were able to bypass it easily on their end. 

I was told my account would be credited £20, but as stated, the direct debit was taken yesterday, for the full amount. 

So Tyler, as for your question as to which team I'm in contact with. I don't know… all of them? Yourself, customer service, tech support. Although none of them seem to know what the others are doing, and “in contact” is probably a stretch since the only time I hear from them is when I phone them. 

In the 6 weeks since my initial complaint, nobody has been able to tell me what the issue is, when or, if it's going to be fixed. I've had £20 credited to my account, which was never credited. In 2 weeks time, it'll be 2 months. I'll have paid £100 for an unlimited data contract without data. 

“Ring customer service again” is not an adequate response. 

I've copied this thread into a text document. I have the email from tech support and various speed tests that show the horrendous latency and appalling speed (measured in kbps) that I'm recieving. 

It strikes me as odd that right after Three merged with Vodafone and added thousands of new devices onto the network the service I was recieving collapsed. 

I've checked on the Communication Ombudsman's website and I have to allow IDmobile 8 weeks to resolve my complaint. It's been 6. 

Hi there ​@Rick.T, sorry to hear all this. Unfortunately with network issues, there isn’t always a quick fix, otherwise, of course we’d do that for you. Would you like us to drop you a PM here to check your account and see where the complaints at?

Thanks,

Tyler

There may not be a quick fix, however, if a network issue is caused by a merger that's been in the works for months it can be preempted by adding capacity before adding thousands of new devices. 

If the issue wasn't caused by the merger, then the only thing required is an engineer to be sent out to fix whatever went wrong. That shouldn't take 2 months. 

By all means drop me a PM with an update. I suspect you're going to tell me that “Our team is looking into it and we'll have an update in the next week or so” because that's what everyone else has told me. 

Hey ​@Rick.T, I completely appreciate your frustrations, however, we cannot say if it’s anything to do with the merger or not, whether it happened around the same time or not I’m afraid. In terms of the engineer fixing the issue in your area, although that sounds like an obvious and quick fix, unfortunately, sometimes a network issue that’s area related isn’t always the simplest fix, and as we use Three UK’s network, the fix itself is out of our control and we can only await Three UK to resolve it. 

I do however completely appreciate your frustrations with this, and we would of course love to resolve this.

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler

Then stop charging me for a service that's not being provided. 

I've also been experiencing similar issues. Constant outages and no signal. Slow connection when there is signal. I was with id mobile a few years ago and never had issues like this. Fully regret getting a phone contract with them and just want it done with already so I can go to a more reputable brand. I'd rather pay more than pay cheap and only have signal 50% of the time

Hi ​@Adam Jewell  I am very sorry to hear this.

Can you please check your coverage here to see if there are any current outages in your area - https://www.idmobile.co.uk/help-and-advice/coverage

Some materials and structures can also affect signal strength.

Can you try switching to 4G to see if that helps? Do you have Wi-Fi calling and VoLTE enabled?

Please let us know how you get on.
 

Started for me about 6/7 weeks ago. Three merged with Vodafone and their network can't handle all the extra traffic. Is what I think is happening. 

Now I'm getting dialup level data speed and latency measured in seconds rather than milliseconds.

at best these help forums will direct you to call customer service. Who will give you platitudes to get you off the line, telling you they'll look into it and get back to you in the next couple of days but never do. 

If the 4 calls I've had with them, I initiated every one of them. 

Hi ​@Rick.T  we can help you from here in a Private Message if you like? 

The issue still hasn't improved. 

I got a phone call from tech support in the 12th of August saying (and I'm not joking here) “we’re going to call you in the next 24-48 hours”. 

I've heard nothing since. It's now September. 

How do I get a deadlock letter so that I can progress this to the communications ombudsman?

Hi there ​@Rick.T, sorry to hear that. I would recommend chasing the team you raised this with initially for an update and assistance regarding a deadlock letter.

Thanks,

Tyler