New Contributor

Terrible Coverage

3 replies
26 views

Can I cancel my contract the coverage is so bad- I basically can’t use my phone - except on WiFi

Owethu M

iD Mobile Employee

Hi @Annamlh,

Thank you for reaching out, and I'm sorry to hear that you're experiencing such poor coverage. I completely understand how frustrating it must be when you're unable to use your phone properly unless you're connected to Wi-Fi.

Before considering cancellation, we'd recommend trying the following troubleshooting steps:

Restart your handset and allow a few minutes for it to reconnect to the network.
Turn Airplane Mode on for around 30 seconds, then switch it off to refresh the network connection.
Set your handset to 4G/LTE only, as this can provide a more stable connection than 5G in some locations.
Make sure your handset software is fully up to date.
If you're using a physical SIM, switch your handset off, remove and reinsert the SIM, then restart the device.
If possible, test your SIM in another compatible, unlocked handset to determine whether the issue is related to the SIM or handset.
Test your service in another nearby location to see whether the issue is specific to your current area.

If you're using an iPhone, you can set 4G/LTE by going to Settings > Mobile Service/Mobile Data > Voice & Data > 4G/LTE.

For Android, go to Settings > Network & Internet/Connections > Mobile Network > Preferred Network Type/Network Mode > 4G/LTE.

If these steps don't improve your service, please contact us via Live Chat. Our team can check the coverage and network status for your area, investigate the issue further and review the options available to you regarding your contract, including cancellation where applicable.

We apologise for the inconvenience and appreciate your patience while we look into this for you.

Owethu

A

AnnamlhAuthor

New Contributor

I’ve tried all of the above and I’m going to try and cancel and get my money back as the service is not fit for purpose

Gemma M

iD Mobile Employee

Hi @Annamlh,

I'm sorry to hear that you've reached this point, especially after already trying the troubleshooting provided.

We completely understand how frustrating it is when a service isn't working as expected, and we apologise for the inconvenience this has caused.

Before making any decisions, we'd recommend contacting our Customer Service Team via Live Chat so they can fully investigate the issue and review what troubleshooting has already been completed.

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

Once connected, please explain the steps you've already taken so the team can look into the matter further and discuss the options available to you.

Regards,

Gemma M
The iD Mobile Social Media Team

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