Hi ​@snowflake1986,

Sorry to hear your child has been experiencing these issues, especially if they've been ongoing for some time.

Although both phones are on the same network, differences in handset settings, software, SIM cards or even a fault with the device itself can sometimes affect how well the service works.

If you haven't already done so, please try the following on the Samsung S23 FE:

• Restart the phone.
• Make sure Mobile Data is turned on.
• Check that Airplane Mode is turned off.
• Ensure the phone is running the latest software version.
• Reset the network settings by going to Settings > General Management > Reset > Reset Mobile Network Settings (wording may vary slightly).
• Remove the SIM, wait a minute, then reinsert it and restart the phone.
• Check that the preferred network mode is set to 5G/4G/3G/2G (Auto Connect).
• Test the SIM in another handset, if possible, and see whether the issue follows the SIM or stays with the phone.

If the problem continues after trying the above steps, we'd recommend contacting our Customer Service Team via Live Chat so they can run some checks and arrange a replacement SIM for testing: https://www.idmobile.co.uk/live-chat

A replacement SIM is often a useful next step when troubleshooting intermittent signal or data issues, particularly if other devices on the account are working as expected.

Regards,

Gemma M

The iD Mobile Social Media Team