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Poor internet connection


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Around a month ago I was having internet connection problems with my SIM which is a 30 day SIM only unlimited data, texts & phone. You sent me a new SIM & all was fine until yesterday & I am having the same problem which really is not good enough. I am tethering my TV & everything is buffering or pausing. I was on chat yesterday & here was the advice give:

our chat transcript

4 Aug at 20:04PrintRaw messagephoto?spsize=80X80&fallback_url=https%3A%2F%2Fs.yimg.com%2Fdh%2Fap%2Fsocial%2Fprofile%2Fprofile_a64.png&alphatar_photo=true&appId=YMailNorrin&format=imageID Mobile Service Chat <noreply@idmobile.co.uk>To: Les <valesmurkitt@yahoo.co.uk>The following is a record of your online chat.

 

General Info
Chat start time  Tue, 4 Aug 2020 19:44:46 +0100 GMT
Chat end time  Tue, 4 Aug 2020 20:03:24 +0100 GMT
Duration (actual chatting time)  00:18:37
Operator  Christopher De Bliquy

 

Chat Transcript
Info: We've received your chat request. An agent will be with you shortly.
Info: All our agents are busy helping other customers. Your estimated waiting time is 9 minutes and 14 seconds.  Thanks for your patience.
Info: All our agents are busy helping other customers. Your estimated waiting time is 7 minutes and 11 seconds.  Thanks for your patience.
Info: All our agents are busy helping other customers. Your estimated waiting time is 3 minutes and 31 seconds.  Thanks for your patience.
Info: You're chatting with Christopher De Bliquy.
Info:
Christopher De Bliquy: Hi Les, how may I help you?
Les: Internet running very slow today postcode DN110YU are there any problems recently had a replacement SIM for the same reason.
Les: Where on idmobile can I finf coverage check
Christopher De Bliquy: Thank you for contacting us Les, and I am so sorry you are having issues with your internet. Would you please confirm if this was consistent or did it work at times?
Les: Only began today but all day including now
Les: I am tethering my TV & every thing is buffering my mobile is slow
Christopher De Bliquy: Thank you for confirming this Les. I can confirm there was an availability alarm in your area today, however this has been resolved. Might I suggest turning off the device that has your SIM inserted, then remove and reinsert the SIM before restarting that device, and give this a few minutes? I can confirm after there is network works happening that these few steps help to get your service back to its normal state.
Les: I will give it a go
Christopher De Bliquy: Is there any other information I can help with while I have you Les?
Les: No thanks have a good evening
Christopher De Bliquy: Thanks for chatting!!
There is a short survey that will follow this chat, just to rate my service to you today. If you would kindly fill that in, stay safe and have a lovely day further!


Info: Thanks for chatting with us.

It didn’t work still having connection problems today?

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Best answer by Ryan 10 August 2020, 13:50

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32 replies

Userlevel 2
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Hi fortunately 3G has worked with me for now. My occurrences were always around 8th or 9th of the month whether this was relevant or not I don't know. Last time it occurred was Sept 8th but I was told that they were having a problem and got it back next morning & so far OK. We will have to wait & see October 8th, 9th or so.

Userlevel 8
Badge +9

No problem @lesallen45,

Let us know how you get on.

Could just be routine work around that time each month also.

 

Mohammed

 

Userlevel 2
Badge +1

Hi Mohammed & thank you will do….

Hi team I have been working from home and have had a lot of issues with connectivity.  Best download speed of 1.36 and upload speed of 0.76.

Surely this is not acceptable.

I cannot get hold of anyone at ID support.

What is your experience, any suggestions are welcome.

Best

Userlevel 8
Badge +9

  

I too am getting the same problem as Les, and yes I’ve been through all the swapping sims,  dropping down to 3G and turning 4G off tried it inside and outside the house however no difference just constant buffering I have an iPhone 6,  Calls work fine but internet is appalling.  Streaming I don’t bother anymore I simply go to somewhere that has a hardwired Wi-Fi point and download from there. As this is my first month with ID mobile I opted for the Unlimited data option but have only managed to use 17 GB and the best time I get decent download speeds is between 1 am and 6 am however as you can understand I’m not able to stay awake all night and then get up in the morning so I’ve stopped bothering my postcod 17 GB and the best time I get decent download speeds is between 1 am and 6 am however as you can understand I’m not able to stay awake all night and then get up in the morning so I’ve stopped bothering.  My postcode is YO16 6XY Which on Internet states it’s a good area for coverage both 4G and 3G.  I only transferred from my previous provider as I was told your network provided a rollover for data which I find pointless as I’ve still got almost 73 GB left on my plan  

 

 

 Hello @jayme.reilly,

Checking the area, I can see that for 3G has Good Outdoor and Limited Indoor with 4G having Marginal to Limited coverage.

There was some planned work at the 3G mast on the 17th but it looks like this is just down to coverage limitations in the area as opposed to any network fault.

 

Hi team I have been working from home and have had a lot of issues with connectivity.  Best download speed of 1.36 and upload speed of 0.76.

Surely this is not acceptable.

I cannot get hold of anyone at ID support.

What is your experience, any suggestions are welcome.

Best

@bhagwan 

Have you got the full postcode for us at all?

 

Mohammed

 

 

Userlevel 2
Badge +1

When you need support this is a big deal not being able to contact anyone directly I understand why but never the less makes life difficult.

Userlevel 8
Badge +9

When you need support this is a big deal not being able to contact anyone directly I understand why but never the less makes life difficult.

 

Hey @lesallen45,

Thanks for your feedback, we appreciate that.

Our Live Chat service is still operating and we’re normally fairly quick with replies here too but have been recently overwhelmed with contact thus a slight delay.

Let us know if you need any help still we’ll always try to reply as quickly as we can.

.

Mohammed

 

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