Is it impossible to raise a complaint!

I hear you cry but IDMobile and network Three had some Network maintenance work being carried out.

Hopefully you'll have service back up and running soon. 

I was experiencing same issues earlier but they have seemed to be reinstated. 

Hi @Ghar,
Welcome to the Community!

Sorry to hear about the issues with your coverage.

You should now be able to use your services again.

If you wish to leave your contract early you would be required to pay a termination fee.

If you are still having issues or experience issues again, please let us know.

Kash

Thanks both for your replies.

Id mobile have offered a pro rata compensation for the days the network was unavailable. Yeah, sorry the service that you rely on for all communications, navigation etc wasn't available when you needed it, here's a few quid off your next bill. Brilliant.

I can only accept/dispute the compensation by contacting them, the only way to contact them is by calling the complaints team.

Last time I called them, it took over 45 minutes to get through. Their phone lines are never open when I'm available, I don't have the time for this.

Don't worry about responding, I am just venting my frustrations about id mobile here as its the only place I can where they may see it. Or better yet, someone reads this and decides against joining them.

The Complaints Team is on 08000492402

Hope this helps 

Hi @Ghar,

I hope that you managed to get this resolved.

If you require further assistance, please let us know.

Kash

They really are impossible to contact aren’t they, just taken out a contract and bitterly regretting it. I have sent my phone in for trade in and they have received my phone and are now ignoring me and haven’t processed the trade in and they ignore emails. Anyone thinking of joining iD mobile save yourselves a lot of heartache and don’t! 

@Ellie Reads -

I replied on a separate thread. Thanks.

I have been with ID for a couple of months and have had call issues since day one. They have done nothing to help me and when I rang recently was told that I had been blacklisted and would have to go through the ombudsman. Apart from one callback from the world most obnoxious man who did nothing to help I have received zero support. They are still happy to keep taking my money though. Con men ! Avoid at all costs 

Hello ​@katherinenagle 

Thank you for getting in touch. 

We are sorry to hear of the issue you have faced with the service. 

Sorry, to confirm as you have mentioned being blacklisted, can you please expand on this? 

If our complaints process has been exhausted, we would offer a deadlock letter to detail our proposed final outcome. Is this what was advised? 

Thanks, 

Nat 

After months of issues where you did nothing to help me despite your promises you then told me that my issue had gone to deadlock despite you doing nothing to help . I was then told that you would buy my contract out due to mast issues nearby that have been going on since November. So all along it was your issues. I have been treated like crap and that is unacceptable. I now have to find a new contract elsewhere which will end up costing me more and is hassle I don't need. Woeful customer service .

Hey there ​@katherinenagle, we’re very sorry to hear that.

If you’ve gone to deadlock, then we can no longer comment or advise further on that I’m afraid. Please refer to the deadlock letter sent to you for more information, or what to do now it’s gone to deadlock.

Thanks,

Tyler

I was never sent a deadlock letter! You just mentioned it casually on the online chat. Was never informed until that point that it was on deadlock.

In true ID mobile style you have washed your hands of the issues as cannot be bothered to help. I think I will be reporting you to ofcom for not following the process properly 

Hey there ​@katherinenagle, sorry to hear that. Of course I wasn’t aware you hadn’t actually been sent a deadlock as I cannot see the live-chat here, I was simply going off what you said in your comment, where you mentioned you’d been sent to deadlock.

What is the issue you’re having so we can discuss further?

Thanks,

Tyler

The first I heard of the deadlock was when one of your chat people told me they couldn't help me! I have had ongoing issues with calls dropping, not being able to make calls, not being heard etc. not one person with id helped me! Hours spent on chat trying to get a solution but nothing! You never listen and do not have your customers interests at heart. I am paying every month for a service I am not receiving. I have been treated absolutely appallingly. I have now been told that as my local mast hasn't been working since November that you will now buy the contract out. Whilst I am pleased to see the back of Id this is costing me more and is a lot of hassle to change!  You could not care less!!

Thank you for your reply ​@katherinenagle 

We are very sorry for the issues you are facing with the service. 

Unfortunately, we cannot guarantee a fault free service but will always run investigations for any issues that are brought to our attention. 

In some cases such as yours, the issues are either long term or not something we are able to resolve at this time. At this point, we would offer to release you from the contract as we are not able to provide the service. We appreciate having to take the service to another provider is disappointing and frustrating but the offer to end the contract without charge is the offer of resolution. 

Thanks, 

Nat