Hi ​@Mjohn13 ,

Sorry you’re having no signal, I understand how frustrating this is. Please try:

Restart your phone.

Check mobile data is on and network selection is Automatic.

Test your SIM in another phone, or another SIM in your phone.

Toggle airplane mode on for 30 seconds, then off.

Lamiya

its not a device issue. as my phone and the signal are perfect everywhere else. its only since they did maintenance on the mast last week that there has been no signal. Ive also seen other peoples post on various websites (for 3 and ID) in the local area so its not just me experiencing this problem

this is now the 2nd week of having no signal and no access to 4G/5G. please get this escalated as its not acceptable for me to be paying for a service i cant use.

so i’ve managed to isolate the problem and can tell you the exact tower that is having issues:
County: 23420

Operator: H3G

area code: 2158

while i dont know the precise location of the tower I can place it to between the A4055 and International drive. I live and work within 100-150m of this tower, please just get it fixed.

Now onto the 3rd week of having no signal or 4/5G. Funny enough got a reminder that my bill we be going out tomorrow at full price despite the fact I can't use my phone AT ALL!

Can someone explain why this hasent been fixed or my account atleast credited for the fact that I can't use my phone for its intended usage?

​@Mjohn13  I shall escalate this  so at least someone with the knowledge can get back to you.

Joe 

​@Mjohn13  I've forward on your issue and a senior member of staff with contact you  to look into you case.

Joe

Hi ​@Mjohn13,

I’m sorry to hear you’re having issues with connectivity. As you may know, we’re an MVNO, so we piggyback off of 3UK for signal.

I’ve taken a look at your postcode, and the 3UK Coverage and Outage Checkers show no issues. If you’re having issues with 3 Home Broadband as well, it may be worth raising the issue directly with 3 as they’ll be able to arrange engineers to come out, which should then also fix the issues you’re having with iD Mobile. Unfortunately, as we don’t own the infrastructure, we don’t have this capability.

Thanks.

We have exactly the same issue following works in Plymouth with our local mast and we are not getting anywhere with ID Mobile either. I find it utterly shocking that ID Community Manager is telling their customer (who pay their bill to ID Mobile for the service they are not getting) to report issues to company they have nothing to do with. ID Community Manager isn’t this your job? Your client is reporting you that there is issue with the equipment you have agreement with third party to use. Shouldn’t you be calling them to report the issue and ensure it get sorted? Dreadful service!

And please ID Community Manager whilst you are at it doing your job reporting issues to Three, can you please ask them to investigate issues with 3 Cell Tower - Cell ID 3921 LAC 2303 as there have been issues for weeks and apparently the repairs were completed but the signal and speed is near to none. Number of people in the area reporting the same but not getting anywhere with the mobile providers.

Hi ​@Rea666,

Just want to clarify here, the reason I suggested ​@Mjohn13 contact 3 directly is because they’re also having trouble with their 3 provided Home Broadband (which uses 4G/5G).

I of course can raise the issue, but 3 will prioritise issues raised by customers on their network, rather than those from an MVNO.

( Customer → iD Mobile → 3 vs Customer → 3 )

​@Mjohn13: Please let me know if you’d like me to raise the issue, or if you’re happy to contact 3 directly as a Broadband customer.

​@Rea666: Please let me know which services are affected, is it just data, or are calls and texts also affected?

Thanks.

Hi it’s all both calls and data. The signal for past few weeks dropped from full with very good internet speeds to for example now -116 dBm 27asu. It keeps stopping to work completely number of times a day. This is on 2 mobile phones in the household. Apparently there were planned works on the mast and everyone kept saying it will be back to normal after but then they said the work finished early last week I believe and since basically our network checker doesnt show any issues therefore it cant be issue on our side. Number of people from the area are reporting the same but struggling to get anyone to investigate.

If you could raise it with them as well i would appreciate it. If it reaches Monday without being fixed its 4 weeks that I've been paying for something that hasent been provided. 

​@Rea666 ​@Mjohn13 -

I have raised this now with our SecondLine team. Once I get a response back I'll let you know, I may need to Private Message you individually for more information. Thanks!

Thank you

Hi looking into this further as still no improvement it looks like the closest mast which apparently is Three’s is actually Tower ID 3049 234/20/2185 on Weston Mill Drive, Plymouth. When i check the mast locations on the open signal we get connected to 2 different ones further away but not this one for some reason. There were some works happening around this mast around 1-2 weeks ago as barriers were set around it but these were removed and no improvement. The customer service insist again that there were planned works in the area which according to the system were finished yesterday but no improvement. Can you please pass this onto the second line team or whoever is hopefully looking into this as they might be able to check if the mast is down or why none of the mobiles can connect to it.

Mjohn13 - any luck with your issues? 

HI ​@Rea666 ,

I’m really sorry that the signal has not improved, I completely understand how frustrating this must be, especially when you are trying to connect to the closest mast.

Regarding iD Mobile, I will escalate your concern to the technical / second-line network team for further investigation.
 

I cannot directly confirm mast status, but I will pass on the details you provided (including Tower ID 3049 234/20/2185 – Weston Mill Drive, Plymouth) so the network team can check coverage, mast connectivity, or any remaining engineering impact.

Lamiya

is there any update on this please or a feedback from the technical team?

I'm now on week 4 of having no signal or access to 4/5G.

​@Mjohn13, ​@Rea666 - 

I got a reply from our SecondLine team yesterday evening. I will follow up with you both Privately. Thanks.

Photos of problems

​@Mjohn13 -

Doesn’t look like they’ve uploaded, please can you try again? Thanks.

4g and 5g mobile signal strength as you can see both very poor and this is not even the worst we were getting past over 3 weeks now.