Question

poor/to no coverage in new home

3 replies
26 views

I have basically no coverage in my home that I recently moved into. It says service is down and it’s being worked on but there’s no indication as to when this will be fixed.

Gemma M

iD Mobile Employee

Hi @ruthflannery,

We're sorry to hear about the issues you've been experiencing with your coverage.

We appreciate how frustrating it can be when the service you're receiving doesn't match what you'd expect, particularly if the coverage checker is showing strong coverage in the areas where you're having problems.

As a first step, we'd recommend checking the coverage checker again to see if there are any reported issues or maintenance affecting the locations concerned: https://www.idmobile.co.uk/help-and-support/coverage

If the issue persists, please contact our Live Chat team so they can investigate further and check whether there are any network-related issues affecting your service: https://www.idmobile.co.uk/live-chat

They'll be able to review your account and discuss any available options based on the outcome of their investigation.

Regards,

Gemma M
The iD Mobile Social Media Team

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R

ruthflanneryAuthor

Hello,

I’ve contacted the live chat team twice and they’ve confirmed to me that they only have access to the same online status tracker I can see which gives little to no information. Can this be checked elsewhere or escalated somehow = as I haven’t had any service for days now?

Thanks!

Gemma M

iD Mobile Employee

Hi @ruthflannery,

I'm sorry to hear you've been without service for several days.

Unfortunately, if the Live Chat team have advised that they only have access to the same status information that's available to you, we're not aware of any alternative tracking system that can be checked from the Community.

If you'd like the matter reviewed further, the best option would be to contact our Customer Service Team via Live Chat again and request that the issue be escalated.

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

We appreciate that this isn't ideal, especially given the length of time you've been affected, and we apologise for the inconvenience caused.

Regards,

Gemma M
The iD Mobile Social Media Team

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