Hi ​@Przemek93 and ​@JonathanL,

Thanks for getting in touch, and we’re really sorry to hear you’ve both had ongoing issues while in Germany. We understand how frustrating it is when you’ve already tried the recommended steps and still can’t get a reliable connection.

In situations like this, it can often come down to local coverage or temporary roaming network conditions in the area you’re travelling through. Unfortunately, these are outside of iD Mobile’s direct control, as we rely on partner networks in each country to provide service.

We completely appreciate how disruptive this is, especially when you need your service to work while abroad. While we’re unable to guarantee connection on every network at all times, we do want to help get this properly looked into and resolved where possible.

If the issue continues on your next visit, or if you’d like this reviewed further, please contact our Live Chat team once you’re back in the UK. They’ll be able to investigate your account in more detail and also advise if any compensation may be applicable depending on the findings.

We’re sorry again for the inconvenience and appreciate you bringing this to our attention.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma, and thanks foe the reply,

i don’t think an issue such as this which has been ongoing for weeks can be ascribed to temporary roaming network conditions - it has gone on too long. It’s not great, frankly, that we’re being told that it is reliant on your network partner - have you raised or discussed the situation with them at all?

Furthermore, your reply shifts the burden on to the customer(s) once more to report on the situation next time we’re travelling in Germany. IdMobile should be investigating this situation proactively on behalf of its customers, not just sitting and waiting in the hope that things might automatically fix themselves.

Regards

Jonathan

Hi ​@JonathanL,

At the moment, we are aware there is currently an outage with roaming, and are working to resolve it as quickly as possible. Our Service Status page will be updated with regular updates, so please check there for more info:

Unfortunately, until the issue is resolved, we would not be able to perform any troubleshooting. If you would like to log a complaint regarding this, you are able to contact our live chat here: https://www.idmobile.co.uk/live-chat

Once connected, simply explain your request and an advisor will assist you further.

Regards,

Gemma M

The iD Mobile Social Media Team

I spent a week in Frankfurt, tried all the steps listed, and nothing...hopefully the issue is sorted soon, back in Germany in mid June.

I have returned from Munich today 25th May and had constant issues with signal and data for 5 days.

I too tried all of the standard 'reset' actions and still the issue persisted.

My partners phone, also ID mobile also had the same issues as I did.

ID mobile, something is not right with your network. Your responses to all who have raised this issue feel like you are ignoring the problems.

Dean

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