Hi ​@Touchingcloth ,

Thank you for your message, and I’m really sorry for the ongoing disruption to your service. I completely understand how frustrating this must be, especially with no alternative network in your area.

Our network partner is aware of the outage and is actively working on resolving it. Unfortunately, we don’t have a specific completion time, but the engineers are prioritising the repair and updates will be reflected on the network status page: Network Status Checker
.

We really appreciate your patience while the issue is being fixed.

ank you for letting us know, and we hope your service is fully restored soon.

Lamiya

Seven days have passed and I still have no service for text/phone/broadband.

My patience is wearing thin as I am having to travel 18 miles to the library, the nearest public building, to get a connection.

I look forward to restoration of the service.

Thanks

Nine days now without service.  The same message from EE to say that they are working on the problem.

Will now escalate to ID Mobile Complaints.

It’s now 14 days without service.  EE website is still saying:

We're fixing an issue in this area at the moment and aim to have things back up-and-running as soon as possible. 

We're sorry for any disruption this may cause and will add any further updates here.

You have suggested that I will just have to wait until the situation is rectified as it is in the hands of the network partner to resolve.

How long is it reasonable for me to wait?  How long would you be happy to go without a connection?

Do you think that you should be escalating this through your manager to EE.

I will bring my case up with Money Saving Expert, which is where your service was recommended to me.

Thanks

Andy

Hi ​@Touchingcloth ,

 

I completely understand your frustration, 14 days without service is very inconvenient. Since this is a network issue with EE, the outage is outside of iD Mobile’s direct control, but there are a few steps we can take to try and help:
 

Troubleshooting steps:

Restart your phone – Sometimes refreshing the connection can pick up partial coverage if the network is back in your area.

Toggle Airplane mode – Turn it on for 30 seconds, then off, to force a network search.

Manual network selection – Go to Settings → Mobile Networks → Network Operators, and try manually selecting EE.

Check coverage in nearby areas – If possible, see if moving slightly improves signal.

SIM check – Try the SIM in a different 4G phone to rule out device issues.

If none of these work, we can log a formal complaint/escalation with EE on your behalf so they prioritise the fix.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

Lamiya

Thank you for the response.  I have not tried all of those ideas, but I will try the remainder when I get back home.

You keep mentioning EE, iD Mobile doesn’t use the EE network.

Paul

Thanks for the advice. I wrote a reply last night part of which referred to my dementia having left me confused about certain things. Ironically it looks like I forgot to send it. Oh well, there are good days and bad days this is better than most. 
 

I have lived in my house for 16 years and have always had a phone signal there. The providers have been Orange, TMobile and Three, until 15 months ago when I moved to ID Mobile. I went home today and was accompanied by another ID Mobile user with their iPhone 16.  Neither phone had a signal at my house. 
 

We carried out the troubleshooting tests and got the following results:

Restart phone - done, no signal received. 
 

Toggle airplane mode - switched airplane mode often 30 seconds. Phone indicated that it was looking for a signal but didn’t find one. 
 

Manual network selection - phone defaults to automatic. Switched to manual. No providers listed. 
 

SIM check - no physical SIM in phone. This has an eSIM. Test not completed. 
 

We both then went to a bus shelter 350 metres or so away from the house with our phones. Both worked perfectly on connecting to the mast. 
 

All tests above worked except when searching for a provider the phone did not display a list of providers, then reverted to automatic and connected to ID Mobile.  Also did not test eSIM as the phone was working. 
 

failures here are often due to power cuts affected by the high winds. 
 

My apologies for any confusion caused by my referring to the infrastructure partner as EE , instead of Three. 
 

Thanks

Andy

This is a mobile service, not a fixed landline. Signal is never guaranteed in any one location and unfortunately things do break. Hopefully, THREE will fix the mast issue sooner rather than later.

Hi Lamiya

is there any update on this matter yet?  I have now been without service for 22 days

Now 25 days…

​@Touchingcloth, looks like 3UK are still fixing the issues with the masts. Their outage checker says:

“We're fixing an issue in this area at the moment and aim to have things back up-and-running as soon as possible. We're sorry for any disruption this may cause.”

This’ll be why you have no service, unfortunately.