Network

Hi there ​@AgnesHunter 

Pop your postcode into this link as it should show any known issues

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

And again using your postcode check the status of 4G (it defaults to this) or toggle to 3G to see if this has now been switched off and if you have a 5G enabled phone check 5G whilst you’re looking.

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

​@Daz S , Thanks Daz I had already looked  at another site + it  said no issues. I had 5G last few months. I've just relooked  using your link + its saying known issue being looked into. 🤞 Its not like the last issue I had with the Re-registration when they " Updated" the app as that took me 4 + a half months to get a resolution.Appreciate your assistance 

No problem Agnes, happy to try and help

Okay, so if there’s a known issue all we can do is sit and wait. Just so you know, having read a few other posts, some (not that many yet...) do appear to be having some issues with 5G (as in they either have it and it isn’t working right or they’re told they should have it when they don’t).

And yes this new updated fandangled app…..🙄

On the 2nd link I posted does it claim 5G is good both indoors and outdoors, or that 5G is just good outdoors only? Some phones can be forced to use 4G only and this can help in flaky 5G areas.

Also when the ‘fault/upgrade’ is no longer showing a quick restart of the phone can help too.

@Das S. Yeah its supposed to be 5g inside + outdoors. Just need to wait + see how long it takes + like you say a resrart never goes amiss after there's been issues 😊

Well I have 🤞for you too!

(if I didn’t also have home internet I would be in worse trouble)

Hi ​@AgnesHunter,

Please let us know how you get on.

If you require further assistance, please get back to us here.

Kash

@Kash. Thanks the link above is still showing same msg -

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.

Its been there 2 days now + I've not.had proper access since New Years Eve  Although.I pay for unlimited data had to end up getting another providers PAYG sim to get internet access ☹️

Its been there 2 days now + I've not.had proper access since New Years Eve  Although.I pay for unlimited data had to end up getting another providers PAYG sim to get internet access ☹️

That’s not good is it Agnes. More so as it appears you rely on the unlimited data part of their service.

Have you raised this with iD via live chat? https://www.idmobile.co.uk/live-chat (note their operating hours and if you contact them then I would suggest you start the typing based chat with talk to person to bypass their automated chat bot). They may also be able to give you a more detailed reason and maybe an estimated repair time.

If iD can confirm the issue started on or around 31/12/24 then you do have some rights. For example - https://www.idmobile.co.uk/legal/terms-and-conditions/pay-monthly

4.6.1 If the Services are not available to you for 7 days or longer you may terminate the agreement. You must contact us to confirm that services are not available to you and if we deem that the root cause originated with us, then no Early Termination Fees will apply. In such case, you must return your handset and any other equipment purchased as part of your contract. Once we have received your return we will reverse any Termination Fees that may have been applied. For more details on how to return your equipment please visit www.idmobile.co.uk/help-and-advice/returns-cancellations.

I’m not saying you should cease the services from iD, just that you have the right if iD are at fault.

I would also hope iD offer to reimburse you (either in part or in full) for the other providers services so you can maintain a connection to the www.

​@ Daz.S, Thanks for your feedback. + suggestions I haven't did the live chat but am intending contacting them nxt few days if not sorted. Im obviously not happy about it. But need to have internet on my phone wherever I am. Hence the unlimted plan . 🤞 it gets sorted soon

Honestly Agnes its not a problem. Us customers need to stick together, more so when things aren’t working as we expect, or as they should.

I think it would be best if you raise this officially in the next few days. iD have access to systems whereby they can raise this with 3UK. If you didn’t know iD operate on 3UK’s infrastructure.

I’ve personally been having issues here for years with previous mobile providers and when I joined iD in February ‘24 it was brilliant. My wife then joined in March as mine was that good. Then since April ours has progressively gotten worse. Then at some point during September it went totally off the rails. With that said I can truthfully say I understand why you’re not happy. I too need a working mobile phone, more so if my wife and I stay with our current home internet provider as we lose our landline phone at the next contract renewal (we were planning on getting a mobile router and using another iD SIM on unlimited data for this so things like our TV still worked, but this its likely this won’t be happening now)

But enough of me waffling on, you’re here to seek help with your issue and I honestly hope yours is fixed soon.

Hey there ​@AgnesHunter, we’re sorry to hear that.

If work is on-going in your area, this this would of course likely affect your signal in the mean-time, we apologise that’s the case.

If this does continue for a longer time period however, please do re-contact our live-chat and ask them to raise this further to our technical team for you.

Thanks,

Tyler

​@Tyler 

Just out of interest…...

If a customer can’t access services provided by iD (due to factors beyond the customers control) and have to seek an alternative providers SIM so services are maintained (like their phone is their only means of communicating), what’s (if there is one) the policy on reimbursing a customer for these additional out of pocket expenses?

And if such policy exists when does this ‘kick in’ (as in when we spot this or when the fault was first detected by 3UK) and for how long would iD compensate a customer for this ongoing issue? - more so if the customer wanted to stay with iD passed the 7 days on your policy terms.

And if no such policy exists can this be looked into and given some serious consideration?

And why does your service status never show these faults, at the end of the day you’re our provider?

Hi, Finally managed to get through to Live Chat today. Had issues as kept disconnecting which.is a major part of the problem. Was on to them for roughly 56/57 mins. The adviser had to do a lot of checking- then gave This Response -Thank you very much for your
patience today. After conducting a
thorough check on the service
checker, I can confirm that there is
ongoing planned work in your area.
This work is still ongoing. It's
important to understand that
unplanned work is not scheduled by
US at iD Mobile, and it is likely the
reason for the current poor service
you are experiencing.Kindly note that once the issue is resolved, we will credit your account for each day your services were
affected.I I canconfirm that the municipality will be the authority to provide information
on when the work will be completed
Unfortunately, we do not have a
specific timeframe for when this will
be finished. I sincerely apologize for
any inconvenience this may cause.

I’m not picking fault here but:

After conducting a thorough check on the service checker, I can confirm that there is ongoing planned work in your area. This work is still ongoing.

So the planned works, which IMHO would have an estimated completion time. So them telling you this would have been of more use

It's important to understand that unplanned work is not scheduled by US at iD Mobile, and it is likely the reason for the current poor service you are experiencing.

Well that’s me baffled, is it planned or unplanned then. One contradicts the other.

Kindly note that once the issue is resolved, we will credit your account for each day your services were affected.

Depending on if this was planned or unplanned, one means clause 4.6.1 applies. Or will iD credit the account for (example) 25 days? - What’s the cut-off point?

I can confirm that the municipality will be the authority to provide information on when the work will be completed
Unfortunately, we do not have a specific timeframe for when this will be finished. I sincerely apologize for any inconvenience this may cause.

🤔Nope I don’t get that bit.

If it’s planned then somebody must have an idea when they expect it to be completed by. They’re not building a glass bridge to mars.

@Daz S , Yeah I was confused by the contradiction myself. Its obviously text thats been Copied + pasted from somewhere else.. Did ask exactly what would be refunded - Period + amount but couldn't answer that. either. Only that rhey understood my frustration (They obviously don't) + they would be in touch to arrange refund when service was sorted.  I'll give it another 48 hrs then if not fully dealt with will escalate Complaint. But will do it through a call as can't waste another hour on a chat that sees me no further forward 🤦🏻‍♀️

Hi @Daz S I did send a reply to your comments yesterdayl re whether it was planned or umplanned  work!!!. It was sent to be monitored before publication . No idea why as nothing offensive, or personal dtls etc in it🤔. The service is slightly better today but still not good enough for an unlimited plan. As its fine for a few minutes then disappears + not string enough for online shopping or banking app. 😟

Hi ​@AgnesHunter,

Welcome to the Community!

I hope that your issue is resolved.

If you require further assistance, please let us know and we can PM you or contact us via Live Chat.

Kash

​Hi @Kash  , As I said in my.last post. The service has improved slightly from y'day but.it is not 100% + it will only be resolved when I have full internet access 24 hrs a day if required + iD have contacted me directly.confirming the refund for not having what I pay for. Without me having to post here several times + live chat for up to an hour at a time to be no further forward at the end of these chats😟

(Sorry for the delay, home internet issues and couldn’t get online via my mobile data😣)

Well that’s 2 of us regarding the conflicting info. I would hope to think that from the day of raising it until its back to where it used to be would be the minimum - but when is unknown. Surely someone must have an idea if this is planned….?

Hi @Daz S I did send a reply to your comments yesterdayl re whether it was planned or umplanned  work!!!. It was sent to be monitored before publication . No idea why as nothing offensive, or personal dtls etc in it🤔. The service is slightly better today but still not good enough for an unlimited plan. As its fine for a few minutes then disappears + not string enough for online shopping or banking app. 😟

Sometimes these forums flag our posts as spam and thus they need to go for a review. Nothing sinister, its a forum feature, but very frustrating. I can have multiple go for review which gets me to the point of why bother. This was being looked into and it has calmed down a bit, but I now often see an oops something went wrong and as far as I can tell those posts go into the abyss and are never seen again.

The service appearing to be better is a good sign, lets hope this continues🤞

​@Natalie W , Thanks for your reply . But.part of the issue is who's confirmation are you referring to Mine or the people who are carrying out the "Planned or Unplanned work ? The fact I got conflcting info in same live chat that it was Planned in one sentence + Unplanned in another further down the paragraph. Should be reviewed by iD + they also couldn't answer whose info would generate any refund🤔

Hi ​@Daz_S  Just 🤞it keeps improving + gets back to full cover soon. Like you don't understand why cant get straight answer if Planned or Unplanned + Estimated timescale .😟

Thank you for your reply ​@AgnesHunter 

Once the issue is resolved, either contact us back on here or via our social media pages (Facebook/X) and we would be happy to review your billing for you. 

Nat 

Indeed, when two different reasons are given how does this help?

A quick tally puts this into day 15 (give or take 24 hours) and thus is after iD’s own 7 day period (ignoring the fact the first post by Agnes was 8 days ago which is still over 7 days from ‘reporting’ this issue on these very forums). At what point in time does iD escalate this to 3UK, is this an automated process?

If Agnes endured another bout of live chat would clearer advice be offered - as in now we (iD) know this is planned with an estimated repair date of xx/yy/2z

Not trying to step on to toes here, but what should happen, would iD reimburse indefinitely or for X months?

(edit Nat’s reply wasn’t there when I first started this reply and a browser lock up isn’t helping)

(I appear to have been kicked off the forum twice today - first time I had to sign back in (which was odd in itself) and then had another login page but I was already logged in. The login window then vanished - just adds to the fun and games of my own connection woes)

And that’s my point I’m trying to make - planned would have a pencilled in date (and based on 3UK’s experience they must have an idea from previous outages/faults/blips) and unplanned would likely still have a potential fix time. If it transpires that this is related to the 3G switch off then (hopefully not but feel I should mention it) yours could be like mine and be months - mines been acting up since April 2024 and found out if I stay with iD it’ll be many more months until mines all sorted.