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Question

Terrible Service Want To Cancel, Any Advice?

Q
New
 Contributor

Hi guys,

I had a pay monthly sim and phone with ID.

My phone was stolen last year and was unable to use my services for a few months but still had to pay even though this was reported to ID and no support or solution was given.

 

I then purchased a new Samsung phone and since August I have had no signal at all while inside my home and also while inside any building full stop, I only got signal while outside.

 

I reported this to ID but again, no help or solution was given and I'm absolutely unhappy and not satisfied having to pay £17 a month for a service which I'm not getting, I'm basically being shafted having to pay monthly for nothing, I had to purchase a new sim with another provider to be able to use my phone.

 

I'm also very dissatisfied with the fact that they have constantly increased my bill price, I started the contract at £15 a month which increased to £17.25 and now to £18 which prices I never agreed to at the start especially considering I do not get any signal or service, I've tried the sim in other phones too and still have the problem. 

 

I contacted live chat today and they said they cannot see my complaint about the lack of service but I did report this initially over a phone call, they've said they'll escalate the complaint.

 

I'm so annoyed and disappointed, I am already on low income due to not working because of my disability and my partner also unable to work due to being my carer, I have to be smart with my money just to live a decent quality of life, having to just throw away £17, well, now £18 a month down the drain like this, paying for a sim contract that I get no service from unless I go outside, so basically to make my monthly purchase worth it, I have to spend all my time outside just to use my phone and can't go in any buildings.

 

I can't receive calls or texts or make them or get Internet, it's so frustrating, I'm either stuck paying monthly to get nothing back or pay to cancel for a service which I'm not receiving.

 

Does anyone have any advice on the matter as this is incredibly frustrating and causing a lot of stress and pressure and affecting my mental health massively and also just causing financial problems too as I now have to pay on top of this, £20 a month to another sim card to use my phone which I'm just not in a financial position to do 

    4 replies

    MZone
    Gold Contributor
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    • MZone
    • Gold Contributor
    • 655 replies
    • March 8, 2025

    I suggest you contact them using the vulnerable customer phone number to discuss your issue.

    Could be due to the 3G switch off and if your Samsung doesn’t support 4G calling or VoLTE it won’t work in some areas.

    Have you also put your postcode in the following checkers.

     

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

    My phone does accept 4g calling, its quite a recent Samsung model, the sim does the same in other phones as well, I checked the network coverage and it says its excellent here, I'm in a city so shouldn't have problems, it works outside but not inside buildings 

     

    They escalated my complaint 

     

    What is the vulnerable customer contact number?

    JoeKing
    Silver Contributor
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    • JoeKing
    • Silver Contributor
    • 285 replies
    • March 9, 2025

    ​@QueenMaryMagdalene  Even that you reported your phone stolen you're signed into a contract what ever the length is so you have to pay for this even with the lost of your device.

    As pointed out by ​@MZone  please follow the advice issued to you, I will also notify a member of IDMobile staff to look into your case. Hopefully soon one of them will contact you so check back on this post in the coming day's to see if there's a reply.

     

    Joe

    Android OS 14 - Nothing Phone 2, (Samsung Galaxy S 20 Ultra 5G Android 13) Here to help, I do have a life. 😉
    Matthew T
    iD Mobile Employee
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    • Matthew T
    • iD Mobile Employee
    • 1818 replies
    • March 10, 2025

    Hi ​@QueenMaryMagdalene,

    As ​@JoeKing said, even if the phone was stolen, you’d still have to pay off the remainder of the contract, that’s why your bill is £17-£18 a month, as you’re paying for a SIM and a Phone.

    Could you please confirm which Make & Model the Samsung is and where you bought it from? If you had signal prior, and now can’t use your services, it’s might be to do with the handset itself.

    Thanks.

    iD Community Manager

    Reply.


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