No Signal in Heavitree, Exeter – What’s Going On?

Thanks. I checked the network status too and it says: “There is, at times, heavy usage in this local area. As a result, you may experience varying data speeds depending on how many customers are connecting to our network via your closest mast.”

But honestly, that’s completely unacceptable. It’s not just “at times” - it’s literally every time I leave the house. I can’t use my phone at all unless I’m on Wi-Fi.

What’s more frustrating is that the coverage checker still says 4G coverage is “excellent” in my area, which clearly isn’t true. Loads of people on Facebook are saying the exact same thing. It’s becoming a real issue, and I’m seriously considering switching from iD Mobile because it’s just not working anymore.

Hi ​@libei87  I’m sorry to hear this. If there is heavy usage, a quick reboot of your handset will refresh your connection to the network and will improve your signal.

Are you using a physical or eSIM? How long have you had this? How long have you had issues with coverage please?

Is the issue caused indoors or outdoors? Do you have Wi-Fi calling enabled?

Thanks for the reply! Yeah, I’ve tried the classic off-and-on-again reboot - no luck there. I’m using a physical SIM, and I moved to the area in April. The signal’s been bad since I arrived, and from what I’ve seen on Facebook in the Heavitree community, loads of people have been experiencing the same thing for quite a while - though I’m not sure exactly how long.

The issue is definitely outdoors. When I’m at home on Wi-Fi, I can make calls because I have Wi-Fi calling enabled. But once I step outside, it’s like I have no service at all. Really frustrating.

Would you be happy to share your post code ​@libei87 ?

If not here, we can pop you a private message?

Deleted.

Thanks for that ​@libei87 

There is, at times, heavy usage in this local area. As a result, you may experience varying data speeds depending on how many customers are connecting to our network via your closest mast.

We’re always working to improve our network and aim to provide the best experience possible.

A reboot will refresh your connection to the network, and will help your coverage.

Thanks for the reply, but I’ve seen that message on the network status checker already - and unfortunately, it doesn’t really help. The issue isn’t just occasional slow data, it’s that I often have no usable signal at all when I’m outside. Rebooting makes no difference unfortunately.

This has been going on for a while, and based on what others in Heavitree are saying, it’s affecting a lot of people. I’ve raised a formal complaint because I’m paying for a service I can’t really use outside my home. If there’s no actual fix coming soon, I think customers deserve clearer communication - and compensation - for a service we can’t properly use.

I completely understand that. OK, are you in touch with our Complaints Team now ​@libei87 ?

Yes, I’m in touch with the complaints team now – thanks for taking the time to respond to me. It’s a shame there doesn’t seem to be a clear fix in sight.

I don’t want to be stuck in a contract where I can’t actually use my phone when I’m out and about. A lot of people are talking about leaving, but if you’re locked into a contract, it’s not always easy — even though this isn’t our fault. We didn’t change our minds, the service just isn’t working.

I’m hoping the outcome is that I can leave the contract early and switch to a provider that actually works in this area 🤞

Hey ​@libei87, not a problem at all, we hope the complaints team can assist you further with this.

Thank you,

Tyler

Thanks – I really hope so too.

When I submitted the complaint, there was a section asking for the best time to contact me, and I specified 12–4pm. Despite that, they’ve called me twice at 10am, which is really frustrating.

I’m going to try and get in touch with them myself this afternoon – hopefully I can actually speak to someone then.

No problem at all ​@libei87, we’re sorry they tried you outside the times specified, and I hope they can assist shortly.

Thanks,

Tyler