Hi ​@LinT,

We're sorry to hear about your experience.

Based on what you've described, it certainly isn't expected to have little or no service across so many different locations, especially when travelling through multiple towns and cities over an extended period.

As the issue occurred across a wide area rather than in one specific location, it may indicate a problem with the device's network settings, SIM card, or network registration rather than a local coverage issue.

We'd recommend trying the following:

• Restart your phone
• Turn Airplane Mode on for 30 seconds, then off
• Ensure network selection is set to Automatic
• Reset your network settings
• Check that your phone software is fully up to date

If you've already tried these steps, please contact our Live Chat team so they can run further checks on the line and SIM, and investigate why your service was affected across such a large area.

We're sorry again for the inconvenience caused, especially when you were relying on your phone while travelling.

Regards,

Gemma M

The iD Mobile Social Media Team

What good is this information now? I am at home having had no service for almost 4 days and no way to get the necessary information shown in the reply. My phone worked just fine at the same location last year. I should not have to reset my phone in order to go somewhere else! It should work anywhere in the UK, not just on the Wirral.

If I change my settings now, would I even be able to get service at home? Must I jump through hoops to be able to use my phone?

Hi ​@LinT, 

We're sorry to hear that you've been without service for almost four days. We completely understand your frustration, especially if the service was previously working correctly in the same location.

The troubleshooting steps were suggested because there may be a setting on the handset or network registration that is not configured correctly following a network update, handset update, or change in coverage conditions. In many cases, these checks can restore service without indicating a fault with the handset itself.

We appreciate that you should be able to use your service wherever coverage is available and that you should not have to repeatedly make changes to your phone settings to maintain connectivity.

If you are currently without service at home, we would recommend trying the suggested settings changes, as they are designed to help the handset reconnect correctly to the network and may restore your service immediately. These changes can usually be reversed if required and should not prevent the handset from working in other locations.

We apologise for the inconvenience caused and appreciate your patience while we work to identify the cause of the issue.

Owethu

I just discovered that I have no service in the town in which I live - West Kirby - despite when I looked it up your system says there is coverage. So how do I get this coverage here?

I have now discovered that I have no phone service in the town in which I live - West Kirby. How do I get coverage? My phone used to work in town, but not any more.

Hi ​@LinT,

Thanks for letting us know, and we're sorry to hear you're still experiencing coverage issues.

Could you let us know the postcode where you're having the problem? We'll be happy to take a closer look.

Regards,

Gemma M

The iD Mobile Social Media Team

CH48 5HS

Hi ​@LinT 

Thank you for the information.

We have checked the coverage, and it is showing that it is excellent for both calls and data, with some congestion in the surrounding areas.

Could you please try a manual network selection to connect to the strongest available mast and see if your services improve?

For Apple devices:

Go to Settings
Tap Mobile Service
Tap Network Selection
Turn off Automatic
Select iD Mobile
Return to the home screen and wait a few minutes before testing your services again

For Android devices:

Swipe down to open the notifications panel
Tap the Settings icon
Tap Connections
Tap Mobile networks
Turn off Select automatically
Select iD Mobile
Wait a few minutes and then test your services again

Please let us know how you get on after trying these steps and if still experience same issues, then we will need to escalate to technical team.

-Michael Z

I followed the prompts until I got Turn off select automatically, and there does not seem to be a way to turn this off.  There is nothing about  ID Mobile on the screen.

What I see is Network Mode;

5G/LTE/3G/2G (auto connect)

5G/3G/2G(auto connect)

3G only

2G only

Whoops. I just found select automatically!

I selected iD

I’ll see if that works - I have to go out in a minute so I shall find out.