Hi ​@Saqibrahman,

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

Hi Gemma,

Thank you for your response.

The issue is specifically with my new apartment. The signal and mobile data do not work inside the apartment, meaning I am unable to use the service properly when I am at home. I have checked the iD Mobile coverage checker, and it actually shows that indoor coverage at my location is not available either.

I have already contacted the Live Chat team, but I was simply told that I would need to pay a fee to cancel my contract.

I don’t believe it is reasonable for me to have to pay to cancel when the reason I want to cancel is because I am not receiving usable service at my home. I took out the contract expecting to receive the service advertised, but the coverage at my new address does not allow me to use the service indoors.

I would therefore like iD Mobile to reconsider this and allow me to cancel my contract without an early termination charge. Please could you escalate this to the appropriate team if necessary and confirm what options are available?

I am happy to provide my address and any further information required.

Regards,
Saqib