Mr

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Formal Complaint – Ongoing Network Failure – Request for Compensation and Termination

I am making a formal complaint regarding the serious and ongoing problems with my iD Mobile service in Montrose, Scotland.

For more than 7 days, I have experienced severe and repeated network problems. For long periods there is no network service at all, and I am completely unable to use mobile data. This means I cannot properly use the service I am paying for.

My contract includes unlimited calls, unlimited texts and unlimited data, and I continue to pay my monthly subscription in full. However, I am regularly unable to use the service, particularly mobile data, because there is no usable network connection.

I would like to formally refer to Clause 4.6 of the current iD Mobile Pay Monthly Terms and Conditions, which states that where a customer experiences continuous or recurring disruption of Services, or a technical fault on the network caused by iD Mobile, the customer may be entitled to a partial or full credit of their charges, depending on the severity and duration of the disruption.

Furthermore, Clause 4.6.1 states that if the Services are not available for 7 days or longer, the customer may terminate the Agreement and, where iD Mobile determines that the root cause originated with iD Mobile, no Early Termination Fees will apply.

My service has now been seriously affected for more than 7 days.

I am therefore formally requesting:

A partial or full refund/credit of my monthly charges for the period during which the service has been unavailable or severely impaired, in accordance with Clause 4.6.
Confirmation of the root cause of the network failure in Montrose and whether this is a fault affecting the iD Mobile/Three network.
As the service has been unavailable or seriously impaired for more than 7 days, I am exercising my rights under Clause 4.6.1 and requesting termination of my Agreement without any Early Termination Fees or other cancellation charges, subject to your confirmation that the root cause originated with iD Mobile/the network.
Written confirmation that this has been registered as a formal complaint, together with my complaint reference number.

I have continued paying for an unlimited service which I have been unable to use properly for a significant period of time. I therefore expect iD Mobile to apply the relevant provisions of Clauses 4.6 and 4.6.1 and provide an appropriate credit/refund and allow me to terminate the Agreement without Early Termination Fees.

Please provide your response in writing.

Kind regards,

Miroslaw Zwierko

Geluk

Silver Contributor

Keep posts short; yours isn’t😒 You need to raise issue with id on their CHAT PAGE; not a community forum😃

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E

Emeff

New Contributor

Why should it be short? If someone at id cant read a few paragraphs they shouldnt be in the job

Gemma M

iD Mobile Employee

Hi @Miro62,

We're sorry to hear about the issues you've been experiencing with your coverage.

We appreciate how frustrating it can be when the service you're receiving doesn't match what you'd expect, particularly if the coverage checker is showing strong coverage in the areas where you're having problems.

As a first step, we'd recommend checking the coverage checker again to see if there are any reported issues or maintenance affecting the locations concerned: https://www.idmobile.co.uk/help-and-support/coverage

If the issue persists, please contact our Live Chat team so they can investigate further and check whether there are any network-related issues affecting your service: https://www.idmobile.co.uk/live-chat

They'll be able to review your account and discuss any available options based on the outcome of their investigation.

Regards,

Gemma M
The iD Mobile Social Media Team

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