Hi there ​@Tynant, what’s the full postcode please?

Thanks,

Tyler

It’s everywhere in the town, LD1 5EB is one example of a postcode where there is an issue,

my phone works ok when I am out of the town. 

Hey there ​@Tynant, have you tried resetting network settings?

Thanks,

Tyler

Hey, 

I have tried switching to another network and back to ID if that’s what you mean? Tried automatic network selection on and off as well.

thanks, Ed

Hi there ​@Tynant, please try resetting network settings using the following instructions:

For iPhone;

Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

For most Android;

Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth

For Samsung; 

Settings > General management > Reset > Reset mobile network settings

Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings.

Thanks,

Tyler

Hi, I have similar issue in that WhatsApp, FB, Linkedin, all social media, internet doesn’t work - it says internet is offline. I can’t use the mobile banking, messenger, I get some messages very late and so on despite having 5G and wifi at home, it still doesn’t work since yesterday. 

I have also tried all the suggestions mentioned in this trail.

Same here. Mobile data used to work fine, but now absolutely nothing either at work or at home (i.e. can’t even send a text only WhatsApp message) Both home and work show on the coverage map as having excellent coverage. Phone is showing full bars 4G, but behaving as if there’s no connection at all.

I’ve turned the phone on and off, reset the network settings, but nothing helps. The same pattern for the rest of the family, so I don’t think it’s a problem with the phone - mobile data works fine in other places, just not at home or at work.

Any ideas?

My issue was from the old VPN that was trying to connect constantly. I removed the VPN app and I have now got back to normal all working so it wasn’t the ID mobile network for me. 

Hi ​@MrsAMR1989,

Thanks for letting us know that the issue has been resolved, ​@DRH80 have you tried checking your APN settings to see if this resolves the issue for you as well. 

Regards,

Gemma M

The iD Mobile Social Media Team

Hi there

Thanks for the response. I don’t really know what a VPN or APN is, sorry. I did reset all the network settings though, without success.

Interestingly, I’m at work now - I took out the sim, and gave it a wipe, then popped it back in - and I got a (weak) connection for a minute or two (i.e. not enough to stream anything, but better than nothing - and more than I’ve ever had at work for months), but then I completely lost the connection again.

Is it possible the SIM is at fault, and that a replacement would sort this issue?

Thanks again

Hi ​@DRH80, 

Thanks for the detailed update that actually helps narrow things down quite a bit.

Based on what you’ve described (brief signal after reseating the SIM, followed by complete loss again, and ongoing weak/unstable connectivity), there could be:

• Local/network or device-related limitation

However, it’s also important to note:

If the signal is consistently weak in your work location, it may be coverage or indoor building shielding
If the issue is happening in multiple locations, it could still be SIM-related, but we’d also consider device/network settings or a line issue

What I’d recommend next (in order)
1. Try the SIM in another unlocked phone (if available)
2. If the issue persists → request a replacement SIM
3. If it improves in another device → likely handset-related
4. If it fails everywhere → we investigate the SIM/line more closely

Owethu

Hi there - Thanks for the response. I’ve now tried the SIM in another phone, and the problem persists. No signal at all. Moving on to option 2 - how do I go about getting a new SIM?

Hi ​@DRH80.

Thanks for testing the SIM in another phone, that’s really helpful.

For a replacement SIM, you have two options:

You can pick one up free of charge from your nearest Currys store
Or you can contact us directly via Live Chat and we can arrange to have one delivered to your home within 2 working days

You can reach us here: https://www.idmobile.co.uk/live-chat.

Once you’ve got the new SIM, we can help make sure everything is set up correctly for you.

Thanks,

Marquerita

The iD Mobile Team

Hi there

I got a replacement SIM and have now activated it. Unfortunately, the problem is just the same. I’m at work, the phone is showing full bars of 4G, but absolutely no mobile data connection available. Same situation at home when I switched the WiFi off to test it.

I can see that my work location is in an area marked on the ID coverage map as Excellent 4G Coverage for both Indoors and Outdoors although no 5G availability.

The strange thing is that the 4G used to work well (i.e. I could stream videos) but now doesn’t work at all.

Are there any additional steps I can take? I am out of contract so will leave ID unless I can actually use the products I’m paying for.

Hi ​@DRH80 ,

Can you advise the make and model of the phone you are using please to provide additional troubleshooting steps.

-Michael Z

Sure - iPhone 14 Plus.

Hi ​@DRH80.

Thank you for your response.

Can you please perform a network reset on your device by following the below prmopts.

"Go to Settings.
Tap Phone.
Tap My Number.
Use the delete button to remove the old number.
Use the keypad to enter the new number.
Tap Save.
1. Go to Settings
2. Messages
3. Turn off iMessage.
4. Go to General
5. Reset
6. Reset Network Settings.
7. Once the iPhone is open.
8. Go to Settings
9. Messages Turn ON iMessage.
10.This will recognize the new sim and have it verified."

Please let me know what you experience, once you have done this.

Thanks,

Marquerita

The iD Mobile Team

To me, it looks like deliberate network throttling when it's busy... It's the same in CW2. In the early morning hours, mobile data works perfectly, but later it drops to absurdly low speeds or doesn't work at all. Switching to airplane mode and back solves the problem for a few seconds to a few minutes. It's a joke, not funny at all. It's a good thing I have a flexible contract with you and I'll be canceling in a few days.

Hi Marquerita

I followed these steps, but it is still the same I’m afraid. I can’t even connect enough to send a WhatsApp message, the connection is basically non-existent, even though the phone is still showing full bars 4G.

It seems to me that the problem is with weak signal both at work and at home, since messages start to come through at a certain point on my way home. But it’s quite a long way from my workplace. Similarly, signal drops again completely when I get a few streets away from home, always at roughly the same spot.

Two things are particularly annoying about this - firstly, even though neither place has 5G, both places show excellent 4G indoors and outdoors on the iD coverage map. Secondly, it used to work really well - I could always connect at work, well enough to stream videos, but now - absolutely nothing.

Please can you advise on the next steps?

Hi ​@DRH80, 

We’re very sorry to hear that the issue is still ongoing, especially as the service previously worked well in both locations and the coverage checker currently shows strong 4G coverage in the area.

We completely understand how frustrating this must be, particularly as the issue is now significantly affecting your ability to use mobile data and messaging services both at home and at work.

In the meantime, we would also recommend manually setting the handset to 4G/LTE only, as this can sometimes improve connection stability where coverage is fluctuating.

For iPhone:

• Settings
• Mobile Data
• Mobile Data Options
• Voice & Data
• Select 4G

For Android:

• Settings
• Mobile Networks / Connections
• Preferred Network Type
• Select 4G/LTE

As the troubleshooting steps have not improved the service and the issue appears to be location-specific despite the expected coverage levels, we would recommend contacting our Live Chat Team so that the issue can be investigated further in more detail and, if required, raised with the relevant network team for review.

Owethu

Thank you for the suggestion - I have tried this previously, my phone is already set to 4G only, but it doesn’t make any difference. I’ll speak to the Live Chat Team.

Hi ​@DRH80,

Thank you for letting us know, and I am so sorry that we did not manage to get this resolved on here.

Regards,

Gemma M

The iD Mobile Social Media Team