Hi ​@Cam63,

We're sorry to hear you're having trouble with your internet connection.

The first thing we'd recommend is checking for any known network issues in your area using the iD Mobile Coverage Checker: https://www.idmobile.co.uk/help-and-advice/coverage-and-network-checker 

You can also try the following troubleshooting steps:

• Restart your phone
• Turn Airplane Mode on for 30 seconds, then back off
• Make sure Mobile Data is switched on
• Check that Data Roaming is enabled if you're abroad
• Ensure your phone software is up to date
• Set Network Selection to Automatic
• Reset your network settings
• Remove and reinsert the SIM card if applicable
   

If you're still unable to connect after trying the above and there are no reported issues in your area, please contact our Live Chat team for further assistance.

We hope you're back online soon.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma,

thanks for your response, since Thurs 28/05 I’ve been checking ID coverage checker, my phone via a wifi connection , i’ve been receiving messages reporting an ID network outage. ?? 

Is or  has your (ID) network suffered an outage in the past 4 days??. Current postcode location CV3 5FB

Today Sun 31/03 i’m not even getting a phone signal - not registered on id network. I’ve followed all the above steps to no avail. re set my phone selected ID from the available networks on  NETWORK OPERATORs page on my phone - i am now receiving a message unable to connect on the ID network.

when trying to dial any number i’m receiviing a not registered on network message on my phone.

KR Neil

Dear ID Mobile.

what is going on- I note others are reporting similar experinces would int be easier to post a note about network outages rather have customers having to rely on a chat commumity to get any response.

 

Unfortunately, the troubleshooting steps do not appear relevant to my situation because the iD Mobile coverage checker has been reporting a network issue affecting CV3 5FB since 28 May.

Since the outage began, I have:

• Restarted the handset multiple times.
• Checked network settings.
• Attempted manual network selection.
• Reset network settings.

As of today, the issue has worsened and my Samsung A52 is now reporting “Not registered on network”. Manual selection of the iD Mobile/Three network fails and I am unable to make or receive calls.

Could you please confirm:

1. Whether there has been an ongoing network outage affecting CV3 5FB since 28 May.
2. Whether the issue is related to the Three network infrastructure used by iD Mobile.
3. Whether there is currently an estimated restoration time.
4. Whether affected customers will receive any service credit for the loss of service.

At present, the coverage checker confirms a fault exists, but no information has been provided regarding the nature of the outage, its duration, or expected resolution.

Kind regards,

Neil

Hi _ Service has now been restored as of approximately 11:50 BST today 01/06. Given that the issue affected me in multiple locations  and resulted in “Not registered on network” messages, I would be interested to understand the root cause and whether this was a wider network registration issue rather than a local coverage fault.

KR Neil

here we go again  tues 2 jun no telephone signal or internet connection again. whats going on ID. I still havent received the requested reason for the outage last week. this is getting very frustrating. also why is it problems have to be reported via a socila media site not through a real support channel. that need to be reviewed before being poseted. never mind responded too. Poor coms ID poor Coms.

Hi ​@Cam63,

We're sorry to hear that the issue has returned and understand how frustrating repeated loss of service can be.

There may be maintenance, repair work, or other network activity taking place in the area that could cause intermittent loss of service or registration problems. However, because this is a public community platform, we don't have access to the account-level or network-level diagnostic tools needed to confirm the exact cause, investigate the repeated “Not registered on network” condition, or provide a root-cause analysis for the earlier outage.

Given that you've already:

• Restarted the handset
• Checked network settings
• Tried manual network selection
• Reset network settings
• Seen “Not registered on network” messages

the next step is to have the issue investigated directly on your account by our support team. Please contact iD Mobile via Live Chat: https://www.idmobile.co.uk/live-chat

The team can check:

• Current outages and maintenance affecting your area
• Network registration status on your line
• Whether any account/SIM refresh is required
• Whether there are any notes or updates relating to the previous outage

We appreciate the detailed information you've provided and apologise for the disruption you've experienced.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma,
Thanks for comming back to me i followed your guidance - 
Please share with other users - reset mobile network settings - location dependent on phone type for samsung a52- settings>general management>reset>reset mobile network settings.

no explanation why this was required -hey ho I’m up and running.looking at my previous chat this also happened last year.
 

Cheers

Neiol

Hi ​@Cam63,

Thanks for coming back and letting us know what resolved the issue.

We're really pleased to hear you're back up and running, and we appreciate you taking the time to share the steps that worked for you. Tips like this can be really helpful for other community members who may experience something similar.

Regards,

Gemma M

The iD Mobile Social Media Team