poor signal on calls with our 3 ID mobile phones

Question

We have 3 contracts with ID mobile. All phones struggle to get a signal in the home. We were previously with EE and all phones worked with no issues inside the same property.

If this was just 1 device I would understand.

We've tried to toggle airplane mode.

We've reset the devices.

Removed sims but the issue doesn't resolve. The call quality when it works occasionally is terrible too.

As mentioned no issues with EE on our 3 previous contracts. I feel like cancelling my contracts and moving back to EE as you cannot provide us with a service.

What can be done to fix this issue and where do I stand with potential charges?

1 contract was recently swapped over. This has an E-sim. We were hoping that if it was a sim issue the E-sim would fix it and the others would go to E-sim when they are due to be renewed in January 2027 and April 2027.

Owethu M · Answer

Hi ​@stevie_4477,Thank you for reaching out, and I'm sorry to hear that all three of your iD Mobile services are experiencing poor signal and call quality at your home. I completely understand how frustrating this must be, particularly as your previous EE services worked reliably in the same property.As you've already tried Airplane Mode, restarted the devices and removed/reinserted the SIMs, and the issue is affecting all three contracts, we'd recommend trying the following additional checks:1. Set the handsets to 4G only4G can provide a more stable connection than 5G in some locations, particularly indoors.For iPhone:Open Settings.Tap Mobile Service or Mobile Data.Select Voice & Data.Choose 4G or LTE.Restart the iPhone and allow a few minutes for it to reconnect.For Android:Open Settings.Tap Connections, Network & Internet or Mobile Networks.Select Mobile Network.Tap Network Mode or Preferred Network Type.Select 4G/LTE only or the closest available 4G option.Restart the handset.Please then test calls and mobile data while connected to 4G only.2. Check the network selectionMake sure the handsets are set to Automatic Network Selection.If automatic selection is already enabled, you can temporarily switch it off while stationary and allow the available networks to appear. Select the iD Mobile/Three network if shown, then re-enable automatic selection after testing.3. Test different areas of the propertyPlease test the services in different parts of your home, including near windows, upstairs and outdoors if possible. This will help establish whether the problem is specifically related to indoor signal penetration.4. Test the SIMs in another handsetIf possible, test one of the affected SIMs in another compatible, unlocked handset. As one of your contracts is already using an eSIM and the issue is occurring across multiple services, this can help us determine whether the problem is related to the network coverage rather than the physical SIMs.5. Check Wi-Fi CallingIf your handsets support Wi-Fi Calling, make sure it is enabled. This can help with calls when indoor mobile signal is limited.If the signal and call quality remain poor across all three services after completing these checks, please contact us via Live Chat. Our team will be able to complete the necessary security checks, check the coverage at your property and investigate whether there is a network issue affecting the services.We can also review each contract and confirm the available cancellation options and whether any charges, including Early Termination Fees, would apply. This will depend on the individual contract and its minimum term.We appreciate that you've already carried out several troubleshooting steps and understand why you're considering returning to EE. We're sorry that the service hasn't provided the reliable coverage you expected, and we'd like the opportunity to investigate this properly before you make a decision about cancelling the contracts.Owethu