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Question

No iternet access


I use an iD Mobile sim in my router and I am frequently getting a ‘No internet’ warning.  I have access to another router, on a broadband connection, which if I connect to I have no issues.   So it is not my laptop.  I have just been travelling around north Yorkshire with it for the last 10 days with  the router and no problems.  Now I am home, in Hadlow Kent, I am having problems again.  If I reboot the router it reconnects ok for a while and then stops.  I have checked the profile and that is correct.  The website shows no issues in my area - so what is going on.  Could it be congestion on the transmitter as it used to slow down on football match days, now it just stops.  The router shows an upload speed but no download speed and it shows a full signal strength.

8 replies

WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • 3080 replies
  • June 19, 2025

It will likely be congestion. Mobile data isn’t a substitute replacement to FTTC OR FTTP. 


  • Author
  • New
 Contributor
  • 3 replies
  • June 19, 2025

My only broadband is this mobile router, as I travel a lot.  The other connection was a neighbour’s router for testing / comparison purposes.  I have an iD Mobile contract so I expect them to provide the service that I am paying for.


WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • 3080 replies
  • June 19, 2025

iD mobile states that their SIMs are only officially supported in phones, not routers, modems, or other devices. In fact, if you use a phone not on their official supported list, they will not provide support for that device either. About all they will do for you is ask for your postcode and check for any known issues in your area.


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  • iD Mobile Employee
  • 2297 replies
  • June 20, 2025

Hello ​@TonyB46 

 

Thanks for getting in touch. 

 

We are sorry to hear you are experiencing issues when using the SIM in your router. 

Unfortunately, we do not support our SIM’s for use outset of our approved handsets. 

 

We are very sorry for any disappointment or inconvenience caused. 

 

Natalie 


  • Author
  • New
 Contributor
  • 3 replies
  • June 20, 2025

In that case I would claim I was mi-sold this contract as that was not made clear at the time of purchase.  At present the sim is useless and without any support from ID Mobile there is no point in continuing with the contract.  Can you not even check if there is a congestion issue with the local mast? 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • 4825 replies
  • June 23, 2025

Hey there ​@TonyB46, please can you advise how you were mis-sold the contract?

 

Thanks,

Tyler


  • Author
  • New
 Contributor
  • 3 replies
  • June 24, 2025

Tyler,

In ordering the sim from your website, even if I do so today, there is no mention of any restriction on use, apart from the ‘fair use’ statement.  Even if I look at the FAQ when buying there is no restrictions mentioned.  So nowhere in the buying process is there any warning that you don’t warrant any service whatsoever in a router.  So as far as I am concerned the sim it not fit for purpose.

However, having said all that, I have had no problems at all in the last 24 hours.  What a coincidence!


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  • iD Mobile Employee
  • 2297 replies
  • June 24, 2025

Hi ​@TonyB46 

 

We are glad to hear there have been no issues within the last 24 hours. 

Information regarding approved handsets/device can be found her - https://www.idmobile.co.uk/help-and-advice/approved-handsets

 

Thanks, 

 

Natalie