Suddenly no signal. Can I get out of contract?

HarriettPotter

I joined ID mobile in July.  At my workplace I had good service and no problems.  At the end of November 3G in this area was removed.  Since that time I have had no network on my phone at all.  I just have the satellite sign.  The coverage checker suggests that I have 4G/5G in this area, but about a mile before my place of work (and about half a mile out the other direction) the service goes completely.

I had a few online chats with support and was told there were unplanned works in the area due to finish on 12th December and then service would be resumed.  12th December came and went and the situation stayed the same.  My next online chat confirmed that they knew that service was 'very bad' where I work.  I escalated the complaint and was told I would be contacted within 48 hours.  I was not contacted.  I got in touch again to chase it and was told I would be contacted again - they even said to me they had called me and I didn't answer - I have no ability to take calls, how can I answer!  Anyway this back and forth has rumbled on for a while (and I understand the festive season was in between) with me chasing them and them apologising for the inconvenience until finally receiving an email on 12th January saying they know there is no service here and there are no plans to do any works in this area to improve it.  My contract is until July 2027!

I work in a school so am not permitted to join the school wifi.  I currently completely rely on colleagues goodwill to let me use their hotspot - which I can only do when we are in range of each other.  4 other staff are in the same position as me at this location.  It is very difficult personally and I have had numerous occasions of my children trying to reach me but being unable to do so for 9+ hours a day which is highly stressful.

I have been asked how I would like the complaint resolved.  I have said I would like to be released from contract and but I am of course happy to settle the payments for the handset.  I have been told they will not do this as their terms state 'we do not guarantee excellent service everywhere'.  They have offered me one months bill for free.

Do I have any hope at all of getting out of the contact or even getting the tariff reduced down to bare minimum?  I will be paying monthly for a tariff I cannot even use for 45+ waking hours a week!

I suspect they will keep quoting terms that prevent me from leaving but wanted to know if anyone else has been in this position and succeeded or do I just be resigned to be stung paying for something I can't actually use.

MattMattMattUK

HarriettPotter said:

I joined ID mobile in July.  At my workplace I had good service and no problems.  At the end of November 3G in this area was removed.  Since that time I have had no network on my phone at all.  I just have the satellite sign.  The coverage checker suggests that I have 4G/5G in this area, but about a mile before my place of work (and about half a mile out the other direction) the service goes completely.

I had a few online chats with support and was told there were unplanned works in the area due to finish on 12th December and then service would be resumed.  12th December came and went and the situation stayed the same.  My next online chat confirmed that they knew that service was 'very bad' where I work.  I escalated the complaint and was told I would be contacted within 48 hours.  I was not contacted.  I got in touch again to chase it and was told I would be contacted again - they even said to me they had called me and I didn't answer - I have no ability to take calls, how can I answer!  Anyway this back and forth has rumbled on for a while (and I understand the festive season was in between) with me chasing them and them apologising for the inconvenience until finally receiving an email on 12th January saying they know there is no service here and there are no plans to do any works in this area to improve it.  My contract is until July 2027!

I work in a school so am not permitted to join the school wifi.  I currently completely rely on colleagues goodwill to let me use their hotspot - which I can only do when we are in range of each other.  4 other staff are in the same position as me at this location.  It is very difficult personally and I have had numerous occasions of my children trying to reach me but being unable to do so for 9+ hours a day which is highly stressful.

I have been asked how I would like the complaint resolved.  I have said I would like to be released from contract and but I am of course happy to settle the payments for the handset.  I have been told they will not do this as their terms state 'we do not guarantee excellent service everywhere'.  They have offered me one months bill for free.

Do I have any hope at all of getting out of the contact or even getting the tariff reduced down to bare minimum?  I will be paying monthly for a tariff I cannot even use for 45+ waking hours a week!

I suspect they will keep quoting terms that prevent me from leaving but wanted to know if anyone else has been in this position and succeeded or do I just be resigned to be stung paying for something I can't actually use.

Realistically, no, you do not.

HarriettPotter

Does this mean if any network provider moves their masts / interrupts their signals its just tough on the customer?  I am looking at getting a data only sim I can hotspot too but presumably this can happen at any time?  Or are some providers better than others?

elsien

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

HarriettPotter

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

Farway

HarriettPotter said:

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

Alternative emergency contact maybe a cheapo dumb phone only with PAYG SIM? 

There's a recent thread about emergency SIM phone, using PAYG GiffGaff

https://forums.moneysavingexpert.com/discussion/6649263/i-want-a-cheap-sim-only-contract-for-emergency-second-phone#latest

JSmithy45AD

HarriettPotter said:

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

TBF it's Three who removed the 3G mast and didn't add a 4G option. What does Three's Coverage & Network Status page say for your work location? Can you not give out the schools telephone number for emergencies?

HarriettPotter

JSmithy45AD said:

HarriettPotter said:

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

TBF it's Three who removed the 3G mast and didn't add a 4G option. What does Three's Coverage & Network Status page say for your work location? Can you not give out the schools telephone number for emergencies?

It says 'good 4G coverage' on both Three and ID coverage checker.  Only on the chat and email have they said it's terrible.

I have given the school number to them yes.  Just not an ideal solution really.  We have one line in we are a small school.

jimjames

HarriettPotter said:

JSmithy45AD said:

HarriettPotter said:

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

TBF it's Three who removed the 3G mast and didn't add a 4G option. What does Three's Coverage & Network Status page say for your work location? Can you not give out the schools telephone number for emergencies?

It says 'good 4G coverage' on both Three and ID coverage checker.  Only on the chat and email have they said it's terrible.

3 and Vodafone are now merged, can you get the Vodafone signal any better?

HarriettPotter

jimjames said:

HarriettPotter said:

JSmithy45AD said:

HarriettPotter said:

elsien said:

In an emergency, can your children contact their dad instead? How old are they?

If it’s not an emergency, presumably it can wait till you do have a signal. 

If he can answer I guess so.  They are both under 14.  My dad is on his own too quite elderly.  I just don't like to think they can't reach me for such a long time but I guess I will just have to find another way for another 18 months and waste a load of money!

Appalling customer service from ID, I wouldn't use them again.

TBF it's Three who removed the 3G mast and didn't add a 4G option. What does Three's Coverage & Network Status page say for your work location? Can you not give out the schools telephone number for emergencies?

It says 'good 4G coverage' on both Three and ID coverage checker.  Only on the chat and email have they said it's terrible.

3 and Vodafone are now merged, can you get the Vodafone signal any better?

I didn't know this - other users here use Vodafone and it is unaffected.  Does this mean I can use that network?

HarriettPotter

I have just had a quick read about this - apparently it is being rolled out so it may be that in time I will be able to use the Vodafone network.

While I battle on with ID, I will try and get a cheap data sim so I can hotspot to it...