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New to ID and I'm wondering if anyone can advise on an issue I'm having with my new handset.

I got the Pixel 9 Pro XL and I've noticed my ID network connection can be very poor, or drop entirely. At the minute if I go to Google speed test using mobile data it won't even load.

Coverage in my area is listed as excellent and I haven't had issues with it in the past with any other providers, including Three. Whereas right now there are times I can't do things like load the Uber app (I get a network error) or make a search on Google Maps (no connection).

I have tried the steps the chat bot lists and nothing worked, until I tried in another handset.

I tried the SIM in my old handset (Pixel 7 Pro) and data worked fine, Google speed test showing a 10Mb download speed. Not that the issue is the speed here, it's the fact it's actually working on the other handset.

I don't know whether this is a general issue with the Pixel 9 Pro XL or my handset in particular. How would I find out?

Hey there @KGN, welcome to Community!

 

What’s your full postcode please?

 

Have you tried resetting network settings and restarting your phone?

 

How long have you had the phone and was it purchased from us/third party website that sell our contracts?

 

Thanks,

Tyler

Hi @Tyler, thanks for the response.

I did manage to have a text chat with a human on the subject this morning who suggested I take the handset to a Currys store for a diagnostic.

Yeah I've restarted the phone and reset network settings.

My postcode is SR4 7JR but I've had loss of 4G signal around this area and in other areas as well, areas around SR2 7HH, SR8 3AZ and NE1 5EN are others I've noticed.

I've had the handset and SIM just under two weeks, but I didn't use it for the first week or so until my number ported over.

Handset and contract were purchased directly from the ID website.

Have you checked likely coverage at your locations, using the OFCOM online mobile network checker, @KGN? 

Perhaps the Three UK (iD Mobile’s network partner) services in the SR2, SR4, and SR8 locations is not good. 

Check online at https://checker.ofcom.org.uk/en-gb/mobile-coverage.

Thanks @andewhite.

It does say limited on the Ofcom checker, although I have issue with that. I have used Three in the past without issue, and if there was a service issue it wouldn't explain the service being fine in the older handset.

That said if Ofcom are saying limited coverage while ID advertise excellent coverage that's a mis-sold product.

Alas @KGN, the UK mobile network operators online coverage checkers just show a theoretical prediction of the expected coverage at any given UK location. 

Tucked away, they’ve got caveats about their coverage results - for iD it says “… the information is only a guide. It doesn't guarantee availability in a particular location.”

In addition, the terms & conditions usually have numerous paragraphs about why the operator doesn’t guarantee their mobile network services will be available everywhere, all the time.

The https://mastdata.com website has actual reception information for many locations in the UK.

Thank you @andewhite.

In the end I cancelled the contract within the cooling off period. Unfortunate but the service was unusable.

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