internet connection problems at home

Hi there, 

Thank you for getting in touch. 

We are very sorry to hear you are experiencing issues with your service. 

In order for us to look in to this further, can you please confirm the following?

The make/model of your handset?

Is this impacting calls, texts and data?

The postcode of where you are experiencing the issue?

Are you using 4G or 5G?

Thanks, 

Natalie 

Hi

The phone is a Motorola edge 40 neo.

It's affecting everything. Calls, texts and data.

Postcode is WA15 6ET.

I'm using 4G

I'm getting connected briefly for a few seconds to a few minutes before disconnecting.

Thanks 

.

Hi

It's a Motorola edge 40 neo

I'm using 4g. It's affecting everything.

My postcode is Wa15 6et.

Thanks 

Hi ​@Stefano99 

Thanks for the info, are you having issues only in/around WA15 6ET?

How are areas away from WA15 6ET?

Tom

Hi Tom

Just in and around close to where I live. Quarter of a mile away travelling one way and 100 yards the other way I'm getting normal service. Works fine outside area as well.

Thanks 

My connection went down on Friday and we’re getting no updates.

I had already raised a complaint about patchy service before it went down completely. So I asked my case handler and he said they aren’t getting any updates from tech either.

Apparently it has to do with the merger with Vodafone. It seems Vodafone were using too much bandwidth and taking it from ID/THREE mobile. I suspect that’s why I’ve had awful connectivity for a while now.

The person I spoke to said they had to shut down the network until they get that issue fixed. I was horrified when he mentioned the possibility of months!! Obviously, if it isn’t up by a week, I’m looking at another supplier. Hubby is with THREE and has the same issue with no service. ID said they’ll let me leave the contact with no early exit fees due to this issue. If I choose to leave I’ll have to call and quote my complaint number to request that free exit. So if you want to leave, raise a complaint first.

As per our rights under the code ID/THREE are signed up to, I asked for compensation and received 2 months credit.

I bought ID mobile’s sim because my WiFi is a ridiculous 12mbps and 0.3 upload. At first I got 95mbps via ID which after a while dropped to 65 then 55 and now no service at all.

I rely on this service. So if your issue is related, I feel for you. Do request compensation, as it’s your right after such a long downtime.
Essentially, for me, they’ve withdrawn service that I’m paying for.

All the best

Etsu

Thank you ​@Stefano99 

We're fixing an issue in this area at the moment and aim to have things back up-and-running as soon as possible.

We're sorry for any disruption this may cause and will add any further updates here - Improve Mobile Coverage | Check Mobile Coverage | iD Mobile Network

Thanks, 

Natalie 

Hello ​@Etsu 

Thanks for posting. 

We are very sorry to hear of the issues you have been facing with the service and for any inconvenience caused. 

From your message it does appear this is being handled by our complaints team but please do reach out if you have any questions.

Natalie 

Thanks to Etsu and Natalie for replying .

I thought it might be an issue with the merger  but wasn't sure. Today it's working okay so far but I haven't used it much so I'll keep monitoring the situation.

Thank you, very much appreciated 

Stefano

Natalie we ALL KNOW ITS’S THREE NOT US, please do your job and be honest instead of messing us and our devices about unnecessarily. Thanks