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poor signal

  • November 14, 2024
  • 5 replies
  • 586 views
G
New
 Contributor

I've had such a terrible experience in my first two months of joining this network I'd like to understand my right to cancel, on the basis of ID not delivering on its side of our contract.

For example I've been in London to and had not signal on the train, no signal whilst walking around near Waterloo and no signal when I go indoors (any property).

I'm not able to receive or make calls or get any emails, or connection to platform like Teams

I brought this phone for work and it doesn't allow me to do anything, unless I'm in WiFi 

Best answer by Daz_S

Hi ​@Google Pixel 9 

I've had such a terrible experience in my first two months of joining this network I'd like to understand my right to cancel, on the basis of ID not delivering on its side of our contract.

 

You could have cancelled within 30 days from the date you placed your order. The only costs to you then would have been any usage (and where appropriate the cost for returning the phone).

However, ignoring that, have you been in contact directly with iD Mobile?

If so how far did you and they go?

Have you got so far and gotten no further, did you go down the route of their complaints procedure (https://www.idmobile.co.uk/help-and-advice/complaints-procedure)?

 

For example I've been in London to and had not signal on the train, no signal whilst walking around near Waterloo and no signal when I go indoors (any property).

 

I too am having some significant signal issues myself, so totally understand just how infuriating this is. However some of your signal issues may be related to Three, and iD are a MVNO using the Three network, turning off 3G across the country. And if the areas you frequent are now void of 3G then there are some checks that you can make. Maybe have a read of this:

 

 

I'm not able to receive or make calls or get any emails, or connection to platform like Teams

 

The link above might solve the call problem you have, as in enabling 4G or LTE with VoLTE, though the data aspect of it might not be solved using that link.

 

I brought this phone for work and it doesn't allow me to do anything, unless I'm in WiF

 

Was this direct from iD, or Currys or Carphone Warehouse or somewhere else?

Some of my fellow customers have bought unlocked phones from places like Amazon, though it eventually transpires they are not totally unlocked.

 

You could also check the postcodes you use the most for known network issues:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

And the same with the postcodes for estimated/predicted signal strength/coverage here too:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

(On the link above you can toggle between 3G, 4G and 5G)

 

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    5 replies

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1627 replies
    • Answer
    • November 14, 2024

    Hi ​@Google Pixel 9 

    I've had such a terrible experience in my first two months of joining this network I'd like to understand my right to cancel, on the basis of ID not delivering on its side of our contract.

     

    You could have cancelled within 30 days from the date you placed your order. The only costs to you then would have been any usage (and where appropriate the cost for returning the phone).

    However, ignoring that, have you been in contact directly with iD Mobile?

    If so how far did you and they go?

    Have you got so far and gotten no further, did you go down the route of their complaints procedure (https://www.idmobile.co.uk/help-and-advice/complaints-procedure)?

     

    For example I've been in London to and had not signal on the train, no signal whilst walking around near Waterloo and no signal when I go indoors (any property).

     

    I too am having some significant signal issues myself, so totally understand just how infuriating this is. However some of your signal issues may be related to Three, and iD are a MVNO using the Three network, turning off 3G across the country. And if the areas you frequent are now void of 3G then there are some checks that you can make. Maybe have a read of this:

     

     

    I'm not able to receive or make calls or get any emails, or connection to platform like Teams

     

    The link above might solve the call problem you have, as in enabling 4G or LTE with VoLTE, though the data aspect of it might not be solved using that link.

     

    I brought this phone for work and it doesn't allow me to do anything, unless I'm in WiF

     

    Was this direct from iD, or Currys or Carphone Warehouse or somewhere else?

    Some of my fellow customers have bought unlocked phones from places like Amazon, though it eventually transpires they are not totally unlocked.

     

    You could also check the postcodes you use the most for known network issues:

    https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

    And the same with the postcodes for estimated/predicted signal strength/coverage here too:

    https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

    (On the link above you can toggle between 3G, 4G and 5G)

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2066 replies
    • November 15, 2024

    Hello ​@Google Pixel 9 

     

    Thank you for getting in touch. 

    We are very sorry to hear of the issues you have faced with the service. 

     

    ​@Daz_S has provided excellent troubleshooting and support links within their post. 

    Please take a look through and let us know if you have any questions. 

     

    Thanks,

     

    Nat 

    G
    New
 Contributor
    • Google Pixel 9
    • Author
    • New
 Contributor
    • 1 reply
    • November 18, 2024

    Thank you for the pointers ​@Daz_S .

    To your point about contacting ID Mobile directly, another thing I'm not liking is that they do their absolute best to not publish their contact details and just keep pointing you to FAQs or this community forum. A distinct lack of care in customer care.

     

    ​​​​​​If you have contact details I would be very grateful if you'd share them 

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1627 replies
    • November 18, 2024

    That’s no problem ​@Google Pixel 9 I’m glad I could offer some help.

    Yes, I have to admit, in my naivety, I too didn’t realise iD were a ‘virtual’ business, but more so regarding support. And having looked around various areas of their main site (idmobile.co.uk) and this community site (community.id.mobile.co.uk) I soon discovered being an online business meant just that, 99% of our needing to speak to them involved typing, not physically speaking. Anyway, I digress

     

    They do however, like you say, offer many help pages, well lets call them self help, and this one has several options

    https://community.idmobile.co.uk/customer-support-97

     

    Now I could have just posted the direct link to their live chat

    https://www.idmobile.co.uk/live-chat

    But when I do some of my fellow peers then can’t actually see the live chat button (due to cookie blockers, pop up blockers etc). Now if iD changed the format and just used a secure web page we’d not have to bother allowing such pop ups and to a degree tracking cookies in the first place.

    If you do decide to use their live chat please note they use an automated bot so your first contact isn’t with a human either. But starting the chat with ‘hi’, wait for it to respond, then type ‘speak to person’ it should make the system redirect you to an actual human being. Also the human aspect of it is available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

    I sadly can not give any actual usable telephone numbers for two reasons

    1. I don’t know of any such support numbers
    2. Those that some post up and others try are then greeted to a message that they don’t have permission to call this number.

    I wish you good luck

    (and you wonder why that corded thing in the corner of the room, that rings once in a blue moon, though when it does it’s offering home improvements, is slowly being retired)

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • 3719 replies
    • November 18, 2024

    Hey there ​@Google Pixel 9, sorry you feel this way.

     

    We do not hide how customers can contact ourselves. It can all be found here:

     

    https://www.idmobile.co.uk/help-and-support

     

    We’re also contactable via Facebook and Twitter/X if you prefer.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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