Exit charges even though they are unable to provide service

CathTheSaver

I've had a SIM-only deal with iD, and recently I've not been able to make or receive any calls. Data / texts  are fine. It's something to do with 3G turn-off, but all the other SIMs I've tried are able to work with VoLTE on my phone - including 3, the network used by iD. This suggests error(s) in the way iD have implemented VoLTE.

Lots of time on customer chat, absolutely no-one will help (except sales, for some reason they are quick to answer ). Then on the bulletin boards. I have a handset originally specced for the US market, and the iD solution was that they should sell me a new phone. Evidently there are nuances in their supported handsets so even though S10E is on their list, that doesn't mean S10E.

So I've transferred to another provider. iD were very quick to send me a notice that they would be charging me over £60 in exit fees. To top this, the link they send for you to contact them comes up with a "link broken" error. Are there any parts of their system without bugs?

Given that I'm changing because of them being unable to keep their side of the deal (ie provide phone calls), should I expect to pay them?

Mark_d

Potentially your ID mobile SIM card has developed a fault.

ID mobile would know for certain if there was a fault on the network.  So the cause of your problem is possibly to do with your SIM card or your phone config - I highly doubt it's anything to do with the spec of your handset.

cymruchris

If they aren't willing to compromise - either ask them for a deadlock letter - or allow 8 weeks to pass from the time you raised the initial problem - and then place a complaint with the communications ombudsman. You'll need to include details of when you called, what you said, and any written comms as screenshots - they'll then investigate and adjudicate. It's a slow process - but it got me the result I wanted with O2.

https://www.commsombudsman.org/

CathTheSaver

@Mark_d Yes, I suspect the handset was a red herring to try and sell me something. There are an awful lot of of people posting on the iD forums... new sim wasn't the answer.

Thanks @cymruchris , a useful link to have. Hoping I won't need to use it.  

Anyone know where I stand legally?

kt01

I would agree with you they should allow you to break contract given that they don't seem to support your phone anymore and aren't providing service when it worked before. However it is difficult to know whether it was a phone setup problem or what.

I think that leaving early without agreeing with them was premature, but you've done it now.

Personally I have had best success dealing with issues like these by contacting their social media teams on Twitter/X or Facebook instead of any other method.

For future I would recommend never signing up to a long contract given very decent prices on 1 month plans these days.

CathTheSaver

Hi @kt01 , I tried their online forums, and they are full of people being given similar advice - you need to do all these things... Then if it still doesn't work they rather seem to shrug their shoulders and responses go quiet. They even wish you good luck with your new supplier, rather than fix the issues. Unfortunately they are so lousy that the best suggestion they had was (paraphrased) "we don't support your handset, suggest you buy another one from us".

The only contact I had via support was with the sales team. They said they would cancel things for me, but now I'm being sent emails about paying charges. I don't know how to get that conversation back or I would send them a copy, if I could work out where to send it to.

The contract was one recommended on MSE. Just sayin' that if you want to point the finger anywhere....

CathTheSaver

Finally managed to talk to someone, and they have deigned to cancel the exit charges.

The interesting thing is that their online complaints forms aren't all getting through. Evidently its known to them, but unfortunately they aren't letting you know when you fill out the form. Yet another bug in a system which prides itself being online. 

I'm not at all impressed by the quality of their software. I would be very wary of taking out any contract with them. If their online security is as good as their systems... oh dear. 

cymruchris

A good outcome - still a lot of effort for something that should be much easier - which seems to have become standardised for most big companies in recent years.