Community Member

weak or no internet connection on 4 or 5g

Forum|Forum|22 days ago
August 21, 2026
4 replies
31 views

For about a year now my internet connection (4g/5g) has been declining to the point where daily I will frequently have no connection at all. I either have to wait a while before it automatically connects or switch on airplane mode and reconnect that way. Is anyone experiencing this and have a fix? When the connection is this bad what am I exactly paying for?

Owethu M

iD Mobile Employee

HI @Xavier,

We're sorry to hear that you've been experiencing declining 4G/5G service for such a long time. We completely understand how frustrating it must be to regularly lose your connection and have to use Airplane Mode just to reconnect, particularly when you're paying for an active service.

There are a few things you can try:

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.
Set your handset to 4G 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, remove and reinsert it after switching the handset off.
If possible, test your SIM in another compatible, unlocked handset to establish whether the issue follows the SIM or is specific to your handset.
Test the service in different locations to see whether the problem is specific to one area.

If you're still experiencing regular loss of service after trying these steps, please contact us via Live Chat. Our team can check the coverage in the areas affected, review your account and investigate whether a technical issue needs to be raised.

We apologise again for the ongoing disruption and would appreciate the opportunity to look into this properly for you.

Owethu

Nathan Etherton

Active Contributor

This is still on going now 4g lost network then 5g doing this constantly doing the aeroplane mode off reset phone still same.

Still waiting on data speeds and nothing

D

Dannicajean

New Contributor

I am having the exact same frequent issue ! Data dropping out , calls disconnecting , unable to receive calls. 5g then 4g then an exclamation mark on signal 🙈 can't leave as bound by a contract and they state they are providing me with a service .... Have you had any luck or is it just time to call it quits ?

K

Kwanele Z

iD Mobile Employee

Hi @Dannicajean,

Thank you for your message.

I'm sorry to hear that you've been experiencing these ongoing network issues. I completely understand how frustrating this must be, especially when you're relying on your service for calls and data and are experiencing dropped connections, disconnected calls, and difficulty receiving calls.

To help improve the connection, please try restarting your handset and ensuring that your device software is fully up to date. You may also find that switching your network mode to 4G only provides a more stable connection than 5G in some areas.

If the issue continues, we'd recommend contacting us via Live Chat so we can investigate this further, check coverage in the affected areas, and determine whether any additional troubleshooting or technical investigation is required.

Once again, I apologise for the inconvenience caused and appreciate your patience and understanding. We're here to help and will do our best to get this resolved for you.

Thanks,

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