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Community Member
Jenna Manwaring
Community Member
Aug 25, 2026 12:23 PM UTC

my phone isn't working as it should

Ever since I received the phone, I didn't believe that the quality was up to standard. My sister has exactly the same phone and her screen quality camera quality signal is so much better than mine. 

My colors on the camera are all dull and seem in a gray scale, everything is slightly pixelated. My brightness isn't great. I have also compared it with another colleague at work who has the same phone and his phone is a lot better quality as well. 

I have tried restoring the phone, resetting it back to factory settings. I have tried altering and unaltering camera settings but nothing seems to work. I have used all updates and this hasn't resolved anything either

    9 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Aug 27, 2026 5:00 PM UTC

    Hi ​@Jenna Manwaring,

     

    I'm sorry to hear that you've been disappointed with the quality of the phone, especially after comparing it with other devices of the same model.

     

    As you've already tried factory resetting the device, installing updates and adjusting the camera settings, it doesn't sound like a simple software issue.

     

    That said, camera quality, screen colour profiles and display settings can vary quite a bit depending on how the device is configured. Features such as screen mode, colour balance, camera filters, scene optimisation, HDR settings and display resolution can all have a noticeable impact on how photos and videos appear.

     

    It may be worth spending some more time adjusting these settings to find a setup that suits your preferences. There are also plenty of guides available online from other users who share their preferred camera and display settings. Personally, I've seen many users share useful tips on platforms such as TikTok and YouTube that can help improve image quality and get the most out of a device's camera.

     

    However, if you've compared your phone side-by-side with multiple devices of the same model and the difference is significant even after resetting the handset, it may also be worth contacting the manufacturer for further advice, as they can help determine whether there's a hardware issue affecting the display or camera.

     

    I hope you're able to find a setup that works better for you. Let us know if there's anything else we can help with.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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    New Contributor
    Rogiefalls
    New Contributor
    Oct 3, 2026 5:31 PM UTC

    Hi my phone has been rest to factory settings and I can't get it working 

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 4, 2026 9:07 PM UTC

    Hi ​@Rogiefalls,

     

    I’m sorry to hear you’re having trouble getting your phone working again after the factory reset.

     

    Could you please let us know what specifically isn’t working? For example, are you unable to make or receive calls, use mobile data, connect to the network, or is your SIM/eSIM not being recognised?

     

    Once we know what issue you’re experiencing, we’ll be able to advise you further.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Rogiefalls
    New Contributor
    Oct 4, 2026 9:20 PM UTC

    The phone locked me out twice and I had to to take it twice to a shop to get it unlocked. I can now get into the phone but when I put the password in it told me to wait 10 mins and try again. It then told me to wait 30 mins then 1 hour then 4 hours. I finally managed to get through to an agent who was very helpful and is sending me a new sim. It has been the worst phone I have ever had and when my contract ends I will never get a Samsung again.

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 5, 2026 9:53 AM UTC

    Hi ​@Rogiefalls,

     

    We’re glad to hear that you were eventually able to speak with an adviser and that a replacement SIM has been arranged.

     

    However, from what you’ve described with the phone repeatedly locking you out, a replacement SIM may not resolve the underlying issue, as this sounds like it may be related to the handset itself.

     

    We’d therefore recommend contacting Samsung directly so they can assess the device and investigate why this is happening.

     

    You can contact Samsung Support here: https://www.samsung.com/uk/support/

     

    We’re sorry again for the frustration this has caused and hope Samsung can get the handset issue resolved for you.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Rogiefalls
    New Contributor
    Oct 5, 2026 11:15 AM UTC

    I have already been in touch with Samsung and they couldn't help. If it is the handset that's at fault should you not send a new one. I need my phone working by Saturday as I am going to Majorca and my boarding passes are on it.

    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Oct 7, 2026 12:56 PM UTC

    Hi ​@Rogiefalls.

     

    I'm sorry to hear about the trouble with your phone, especially with your trip coming up.

     

    If you're still within your returns period, you can send the device back and return the contract. However, you would then need to place the new order.

     

    Thanks,

    Marquerita

    The iD Mobile Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Rogiefalls
    New Contributor
    Oct 8, 2026 10:51 AM UTC

    I have been with ID mobile for years but I got no help from them so I have cancelled my contract and am getting a new phone from Tesco mobile.

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 9, 2026 3:17 PM UTC

    Hi ​@Rogiefalls,

     

    We're sorry to hear that you've decided to leave iD Mobile after being with us for so many years.

     

    We completely understand your frustration if you felt that you weren't getting the support you needed, and we're disappointed to hear that your experience has led you to move to another provider.

     

    Thank you for your loyalty over the years, and we wish you all the best with your new phone and service with Tesco Mobile.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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