Hi ​@DeanB, 

We’re very sorry to hear about the ongoing issues you and your partner experienced whilst in Munich, especially after already trying the standard troubleshooting steps without improvement.

We completely understand your frustration, particularly as the issue appears to have affected multiple iD Mobile devices during your trip.

Please note that when you are visiting again please contact Live Chat Team so that we can investigate the account. 

Owethu

Hi ​@DeanB, 

We’re very sorry to hear about the ongoing issues you and your partner experienced whilst in Munich, especially after already trying the standard troubleshooting steps without improvement.

We completely understand your frustration, particularly as the issue appears to have affected multiple iD Mobile devices during your trip.

Please note when visiting again and still facing issue please contact our Live Chat Team so that a member of the team can look directly into the account and investigate the roaming service further.

Owethu

So why waste everyones time getting them to follow steps only to then point out that you are aware that there is an outage for roaming in Germany? Upon my return to the UK, i will be leaving iD promptly. 

Hi ​@DarxKull,

We're genuinely sorry for the frustration this has caused and completely understand why you feel disappointed.

We appreciate that being asked to go through troubleshooting steps before discovering there was an outage isn't the experience you were expecting, and we're sorry for the inconvenience this has caused you.

Thank you for your patience, and we do apologise again for the experience you've had.

Regards,

Gemma M

The iD Mobile Social Media Team

I am back in Germany and, once again, there’s no sign that ID Mobile has done anything to address this problem. For the record I encountered exactly the same situation in Belgium.

I don’t believe that ID are being open and honest about this situation. You have had sufficient time to provide a solution to this problem. I shall now be contacting the regulator to inform them of this failure on your part.

Meanwhile I look forward to hearing your proposal to refund me for the additional eSIM I have had to purchase as a result of this situation.

Jonathan 

Just arrived in Germany, and its not even recognising my sim card on my phone, wife is on 02 and has no problems with roaming. I had no problems with ID in Italy.

Hi ​@DeanB,

Thanks for taking the time to share your experience.

I'm sorry to hear that both you and your partner experienced issues with signal and data while in Munich, particularly after trying the recommended troubleshooting steps.

As you've now returned to the UK, we're unfortunately unable to carry out any live roaming troubleshooting, as we'd need the issue to be occurring while connected to the overseas network.

That said, we'd recommend contacting our Customer Service Team so they can review the experience and investigate further: https://www.idmobile.co.uk/live-chat

The more details you can provide about when and where the issue occurred, the better placed they'll be to look into it.

We appreciate your feedback and understand how frustrating it can be when you're unable to rely on your service while travelling.

Regards,

Gemma M

The iD Mobile Social Media Team

For the benefit of this community I should report that I have just spent almost two weeks in Germany. During this time there was no roaming coverage at all. In addition I spent three nights in Belgium, where the situation was the same. I had to purchase an Airalo e-SIM in order to gain access to the internet. IdMobile have made no offer to cover my costs. Two months ago they let me know that they were aware that there was a current outage with roaming. Other users have encountered this exact situation.

Both Germany and Belgium are listed on the IDMobile website as Roam Free destinations. 
 

This really isn't good enough.

Hi ​@DeanB.

Thank you for your post.

We’re sorry to hear that you and your partner experienced ongoing signal and data issues while in Munich. We understand how frustrating this must have been, especially after you had already completed the standard troubleshooting steps.

Please contact us directly so we can review your account and investigate the issue further. If the problem cannot be resolved through additional troubleshooting, we can escalate it to our Technical Team for further investigation.

You can reach us via:

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

Social media via Facebook or Instagram

Email: socialqueries@idmobile.co.uk

Please include details of the affected numbers and the dates and location where the issues occurred, so we can look into this as efficiently as possible.

Thanks,

Marquerita

The iD Mobile Team

Hi ​@DeanB.

Thank you for your post.

We’re sorry to hear that you and your partner experienced ongoing signal and data issues while in Munich. We understand how frustrating this must have been, especially after you had already completed the standard troubleshooting steps.

Please contact us directly so we can review your account and investigate the issue further. If the problem cannot be resolved through additional troubleshooting, we can escalate it to our Technical Team for further investigation.

You can reach us via:

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

Social media via Facebook or Instagram

Email: socialqueries@idmobile.co.uk

Please include details of the affected numbers and the dates and location where the issues occurred, so we can look into this as efficiently as possible.

Thanks,

Marquerita

The iD Mobile Team

I have just been in Germany for 5 days and didn't have signal throughout. Very disappointed that this seems to be a long term problem

Hi ​@DeanB.

Thank you for post. I’m sorry to hear that you experienced constant issues with signal and data while in Munich, despite trying all the standard reset actions. I understand how frustrating this must have been, especially when both your phone and your partner’s ID Mobile phone were affected.

To help us investigate further, could you please try the following:

Please use the following link to check the coverage in your area:https://www.idmobile.co.uk/help-and-advice/coverage

Try removing and reinserting your SIM card, or testing your SIM in another phone. This will help determine whether the issue is with the handset or with the SIM card itself.

If you’re still experiencing issues after trying these steps, please contact us directly via https://www.idmobile.co.uk/live-chat so u our team can review your account and the network status in the areas you visited.

Thanks,

Marquerita

The iD Mobile Team