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unusable internet connection


After having problems with my phone number being transferred over , leaving me with no connection for well over a day. Now I have been told everything has gone over successfully but I have no real usable internet connection. At best a 3G connection that lasts for a few seconds then drops out again.

I have just taken out this contract for handset and sim but as it is unusable I might have to use the cooling off period and cancel the contract. Very disappointed.

Best answer by Matthew T

@Menacehead - 3UK have gotten back to us with a fix, and they expect you’ll have 4G/5G restored by end of day today. You may need to reboot your iPhone later this evening for it to kick in. Let me know how you get on.

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  • Author
  • Active Contributor
  • 17 replies
  • July 21, 2024

Also just realised I can’t ring out either !


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 22, 2024

Morning @Menacehead,

If you’ve recently switched from another network, your port is done in stages. I’d recommend removing your iD Mobile SIM, restart your phone and reinsert your SIM to reconnect to our network. Has your old SIM from your previous provider disconnected?

Thanks.


  • Author
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  • 17 replies
  • July 22, 2024

Hi, yeah I’ve done all the above, the actual number has gone over and I can send/receive texts and receive calls but can’t make them and have an extremely poor signal and internet signal.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 23, 2024

Afternoon @Menacehead,

I’m sorry to hear this. What make and model device are you using? Have you checked our Coverage Checker to see if you should be getting signal https://www.idmobile.co.uk/help-and-advice/coverage and if there are any known issues in your area?

Thanks.


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  • 17 replies
  • July 23, 2024

Done everything, spoken to 4 different agents on live chat. I was waiting for the tech team to sort it out but it’s gone past 48hours now that they were supposed to contact me /sort out the problem .


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 Contributor
  • 2 replies
  • July 23, 2024
Menacehead wrote:

Done everything, spoken to 4 different agents on live chat. I was waiting for the tech team to sort it out but it’s gone past 48hours now that they were supposed to contact me /sort out the problem .

What phone you using?! And have you tried the SIM in your old phone ( if you have one) I'm having problems with a pixel 8 pro and when I put the SIM into my old phone it works perfectly so it must be a faulty phone for me. Maybe the same for you.


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  • 17 replies
  • July 23, 2024

Like I said, I’ve tried everything and I was waiting on the tech team to contact me but they haven’t so after days of not been able to use my phone properly, I think I will be returning it and ending the ‘service’


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 23, 2024

Hey @Menacehead.

I’ve taken a look at your account and have seen the open ticket with the Tech Team. This morning, it was raised with our network partner 3UK. There is a target resolution of 26th July, which I appreciate is longer than the initial 48 hours you were expecting.

Thanks.


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  • 17 replies
  • July 25, 2024

Still unresolved!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 26, 2024

@Menacehead - I’ve had a look into the account. Please try the dialling the below code:

For Android: #330*0000#
For Apple iPhone (All outgoing calls and TXT) : #33*0000#

Thanks.


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  • 17 replies
  • July 26, 2024

That has worked for the calls. But the internet signal is still unusable. I can’t even do a speed test half the time because of low or no connection. 3G has been the best connection and when I did get to complete a speed test it said 7mbps.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 26, 2024

Okay great some progress has been made @Menacehead. Do the Mobile Data issues only impact you at a specific postcode, or is it wherever you go? Thanks.


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  • 17 replies
  • July 26, 2024

Its wherever i go 


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  • 17 replies
  • July 29, 2024

Still no usable signal, can’t even do a speed test most of the time.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 29, 2024

Morning @Menacehead,

Sorry to hear you’re having issues. I’d recommend following up with our Live Chat. Let them know you have previously raised a ticket and they’ll follow up with 3UK for further advice.

Thanks.


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  • 17 replies
  • July 29, 2024

Ended up going round in circles as usual. I’ve spent hours most days over the last week trying to sort this out. It’s absolutely ridiculous.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 29, 2024

@Menacehead let’s configure a couple of SIM settings and try a manual roam, I see you’re using an iPhone 15 Pro:

  1. Settings → Mobile Service → Voice & Data → Change 5G Auto to 5G On.

And for a Manual Roam:

  1. Settings → Mobile Service → Network Selection → Turn off Automatic Toggle → Select Vodafone UK, O2 - UK or EE. 
  2. Exit the Menu and wait around 60 seconds.
  3. Go back into the Menu and select iD.
  4. Exit the Menu.

See if either of these options improve things.


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  • 17 replies
  • July 29, 2024

Nope …did both of these twice and still getting just a 3G sign with no internet connection 


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  • 17 replies
  • July 29, 2024

Do you have any more suggestions ?


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 29, 2024

Are you using a physical SIM or an eSIM @Menacehead? It might be worth getting a replacement (and if you do, I’d suggest eSIM as it can be emailed instantly). Thanks.


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  • 17 replies
  • July 29, 2024

To rule out a SIM card problem I now have an eSIM 


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  • 17 replies
  • July 29, 2024

It’s actually over 10 days now of no proper internet connection (never mind the other problem of no calling out for the first week). I’ll be paying over £1000 over the 2 years for a new iPhone with 5g capability and I can’t  even get a workable 3G signal!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 30, 2024

Morning @Menacehead. Sorry to hear about replacement eSIM hasn’t worked. I’ve reached out to my team to see if they have any further suggestions. Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 30, 2024

@Menacehead - Your issue has been raised with our second line team. I’ll message here again once I have an update. Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • Answer
  • July 30, 2024

@Menacehead - 3UK have gotten back to us with a fix, and they expect you’ll have 4G/5G restored by end of day today. You may need to reboot your iPhone later this evening for it to kick in. Let me know how you get on.