new customer experiencing really slow mobile internet

Hi there ​@warrenlm71 

If both of your phones work fine for making and receiving calls and your only issue is the speed of the network and there’s no known issues, plus their estimated coverage is good, then yes I’d have to say you’ve potentially made a mistake.

If you’re also lucky to have 5G (its not available here) then you too are another one to have issues with 5G. If you’ve only got 4G (like me) then again for some of us this ain’t any better.

During my many tests in recent months I’m lucky to get around 2.03Mbps on the download and around 0.5Mbps on the upload. My phone often drops to 3G for calls even though Three confirmed 3G was turned off here (so work that one out). In fact as I’m typing this reply to you my current speed is a whopping 1.36 d/l and 0.15 u/l. Talk about modern day world leading technology.

The only ‘concern’ I have is that once Vodafone* and Three combine (they’ve been given the green light) then with them then being the largest provider in the UK will this affect us more and if not will we be paying more to maintain this future speed and reliability. Time will tell I guess.

*My wife and I were going to jump from iD to Vodafone if the merger was blocked.

Hey there ​@warrenlm71, we're very sorry to hear you're having issues with coverage.

Please take a look at our coverage checker, which will show you what your signal strength should be like in your area, for all of 3G/4G/5G, for both indoors and outdoors.

https://www.idmobile.co.uk/help-and-advice/coverage#coverage-info

Furthermore, please take a look at our network partner Three's network status checker, which will show if there is any maintenance or performance upgrades going on in your area. If the website states that's the case, then it's likely that this is disrupting your coverage, and we hope that this is resolved soon for you.

https://www.three.co.uk/support/network_and_coverage/network_support

Please take a look at both of these. If you believe you should be experiencing better signal than you are, or if the networks status checker on Three's website isn't showing any upgrades or maintenance, then please do email us on socialqueries@idmobile.co.uk so we can look into this further for you.

Kind regards,

Tyler

Same. Id internet is terrible for me. I switched from 3 and never had any issues which makes me wonder if they are controlling congestion because it doesn't seem to be an issue with the network. Anyway, it's so bad that video is constantly buffering, zoom calls drop out and I'm unable to speak on them without it glitching...I want a refund and I want my contract ended, it's not what I signed up for

Hi ​@Emma2525,

Have you taken a look at the coverage in your area? If the issue is occurring everywhere it may be a SIM or handset issue.

If you are within the returns period we can assist with a return, however outside of this we can escalate it to be investigated.

Please let us know if you would like us to PM you.

Kash