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no or sporadic phone connection


I have recently joined ID and unfortunately since joining whenever I am making calls away from my home at any location across the UK as I have tested whilst travelling I am either not able to make calls or they cut off during a call and then will not allow me to callback. Extremely frustrating as I work in the community with vulnerable patients and need to be able to contact colleagues/services to ensure my safety. 
I have seen this issue in another chat, they recommend turning VoLTE on but I have no option for this. I’ve tried the live chat and keep going round in circles with this, there are no connection issues in my area or where I have within the UK, I purchased this IPhone with my SIM direct from ID mobile so should therefore be compatible.
My experience so far is unsatisfactory as I cannot find any option to speak with a human and this phone and contract are currently not fit for purpose-please can someone from ID mobile contact me to discuss as a matter of urgency?

Best answer by Emmabelb

I managed to get through to the complaints department as it was the only phone number I could find to discuss in person. Yes I have just today received my new SIM and all seems to be well-if only I could have had the advice a month ago I would have been able to make and receive calls as I should be able.

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20 replies

Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8225 replies
  • September 12, 2024

Hi @Emmabelb 

 

I’m sorry to hear this, all iD Mobile plans have the option to return early on in the cooling off period should you find the connection is not right for you, have you considered this?

 

Have you tried a replacement SIM card?

 

Tom


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  • 3 replies
  • September 12, 2024

I hadn’t realised this was an option and imagine I’m out of timescale now, as over 30days, I’ve had the phone since 13th July-I was hoping it would rectify then by the time I’ve managed to find a way of contacting you, which took some doing, it’s probably too late and I believe I am now tied into this contract for 2 years! Is there any way I can rectify this connection issue please?


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 8175 replies
  • September 16, 2024

Hi @Emmabelb,

I would advise contacting our Live Chat Team so that they can quickly take a look into your issue and escalate further if required.

You can contact the team via the link below:

https://www.idmobile.co.uk/live-chat

 

Kash


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  • 3 replies
  • September 16, 2024

I have tried the live chat on several occasions but keep going round in circles-I should have great coverage, the SIM does exactly the same in 2 other devices I’ve tried-no connection or sporadic. How can I resolve this issue please as this SIM card is not fit for purpose and I’m signed into a contract for 2 years without being able to use it?


Tom
iD Mobile Employee
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  • iD Mobile Employee
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  • September 18, 2024

Hi @Emmabelb 

 

Have you tried a replacement SIM card?

 

Tom


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  • September 18, 2024

I managed to get through to the complaints department as it was the only phone number I could find to discuss in person. Yes I have just today received my new SIM and all seems to be well-if only I could have had the advice a month ago I would have been able to make and receive calls as I should be able.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1860 replies
  • September 23, 2024

@Emmabelb glad you found a resolution. Thanks.


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  • 13 replies
  • November 16, 2024

Hi, is there a problem with connectivity? No Internet service in NG17 again. Been no connection all bloody day. 


Daz_S
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  • November 16, 2024

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  • November 16, 2024

It says no issues. I'd messenger woman says no issues. 

Regret renewing my contract.


Daz_S
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  • November 16, 2024

Okay.

Sorry to be a pain, but this one might point to whether yours is related to 3G being switched off

(again just put your postcode in there)

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

It defaults to the 4G result first, but you can select 3G and 5G too.

 

But yes, if this too shows no issues I totally understand why you’re regretting it. If its a new contract and you’re no more than 30 days into it, you should be able to cancel without penalty.

 

 


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  • November 16, 2024

3g not available,  4 & 5 available. 

 


Daz_S
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So, you’re another one in a similar boat to me then, crap signal. Though mine is showing on Three’s network status page.

 

Having said that, being as 3G has also gone in your area, it might be worth having a look at this

 

But, even if you tweaked your phone, this does not guarantee it’ll work on 4G or LTE but either needing VoLTE. As more and more of us lose 3G we’re finding that some of the phones are no longer compatible on the iD network - this can be the age of the phone, or more frustratingly its because the phone isn’t truly unlocked to all networks.

What phone do you have?

 


  • Active Contributor
  • 13 replies
  • November 16, 2024

Can't even see what network I'm connected to. 

Top of screen: WiFi icon. Telephone handset. Signal strength (1st small bar). 

Crap really. 


Daz_S
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  • November 18, 2024

I have to admit, whilst typing this reply, my phone call quality is totally foobared. And data isn’t loading either.

 

What make and model phone you using ​@petecbrdude?

Was it purchased direct from iD? - the reason for asking as if you brought it with you from Vodafone, O2 or EE there’s every chance it won’t work on iD (they use Three’s network) since the 3G was switched off in your area.


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  • 13 replies
  • November 18, 2024

Samsung Galaxy S24 5G upgrade with iD. 

It seems to be behaving, for now. Haven't had time to get a replacement sim from local currys. 


Tyler
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  • iD Mobile Employee
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  • November 18, 2024

Hey there ​@petecbrdude, sorry to hear this.

 

How long have you had issues for please, and what’s the full postcode?

 

Does your SIM work better in another device at all?

 

Have you tried restarting your phone/resetting network settings?

 

What was said via Messenger?

 

Thanks,

Tyler


Daz_S
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petecbrdude wrote:

Samsung Galaxy S24 5G upgrade with iD. 

It seems to be behaving, for now. Haven't had time to get a replacement sim from local currys. 

So this was bought and provided by iD (or Currys)?

Have you by chance tried using an eSIM in that phone?

The reason for asking is because there’s becoming a pattern of newer Samsung’s ‘failing’ due to using eSIM’s and then trying to go back to a physical SIM.


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  • November 18, 2024

Upgraded off iD. app. No new sim with phone, had to put sim card in from old S22. 


Daz_S
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  • November 18, 2024

So you merely upgraded the account taking a new phone with that deal?

 

Although from looking at your image above, showing low signal strength, if you’ve ensured 4G/LTE with either NEEDING VoLTE enabled using the link above (copied here again just in case)

 

Having said that, being as 3G has also gone in your area, it might be worth having a look at this

 

 

I’d be inclined to say you need a replacement SIM to rule the SIM being the cause.