Suddenly no signal. Can I get out of contract?

saajan_12

HarriettPotter said:

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 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.

Yes it can't be 'everywhere' in the country but it should be in all the places their coverage checker indicates - else what is the point of it? That's the area that you bought the service based on and areas that were working during the 14 day cancellation period, so shouldn't suddenly stop. I'd even understand if it can't be accurate to the building and maybe you havve to pop outside but a 1.5 mile area is pretty large gap in service. 

I'd try a complaint. 

MattMattMattUK

HarriettPotter said:

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...

There is not a battle, it just is.

You can almost certainly add an eSIM to your phone and have an additional line whilst needed. Lebara operate on the Vodafone network in the UK and it would cost you £5 a month with 5GB data and 1,000 minutes of calls and SMS. 

PHK

HarriettPotter said:

Does this mean if any network provider moves their masts / interrupts their signals it’s 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?

Say you live and work in the same area and the operator turns off the signal leaving you with no signal anywhere you go , then you should be able to leave without penalty. But in your case you seem to have signal >50% of the time. 

Having said that, in your circumstances, I think the major operators would see that having signal during the workday is essential and people have reported being allowed to exit their contract. 

I don’t mean this to sound harsh but unfortunately, you’ve gone with a budget operator, with not the best customer service and operating on a network that has years of underinvestment. They also don’t do separate airtime and device plans, so you can’t easily pay off just the handset. 

It’s worth making a formal complaint to ID and if you aren’t satisfied going to the ombudsman. It’s free to do, so you only stand to lose some time. 

In the meantime ask your colleagues who have signal which operator they are with and get one of their SIMs. 

JSmithy45AD

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.

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.

Did the network status page give any useful information? Maybe look at Vodafones equivalent as they may have some info?

https://www.vodafone.co.uk/network/status-checker

HarriettPotter

JSmithy45AD 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.

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.

Did the network status page give any useful information? Maybe look at Vodafones equivalent as they may have some info?

https://www.vodafone.co.uk/network/status-checker

Nothing, both report good service for 4G and 5G with no interruptions to service.

HarriettPotter

saajan_12 said:

HarriettPotter said:

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 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.

Yes it can't be 'everywhere' in the country but it should be in all the places their coverage checker indicates - else what is the point of it? That's the area that you bought the service based on and areas that were working during the 14 day cancellation period, so shouldn't suddenly stop. I'd even understand if it can't be accurate to the building and maybe you havve to pop outside but a 1.5 mile area is pretty large gap in service. 

I'd try a complaint. 

I am in the complaints process now and will keep going but yes, this is what is frustrating.  I entered into the contract with good service and an indication from the coverage checker that 3G/4G/5G all worked, they took away the 3G and now nothing works!  How was I meant to plan for that?!

HarriettPotter

MattMattMattUK said:

HarriettPotter said:

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...

There is not a battle, it just is.

You can almost certainly add an eSIM to your phone and have an additional line whilst needed. Lebara operate on the Vodafone network in the UK and it would cost you £5 a month with 5GB data and 1,000 minutes of calls and SMS. 

When you say "There is not a battle, it just is", are you saying you believe ID (or any other provider) think its acceptable that despite saying there is coverage, there isn't?  And its just pot luck if the checker is actually true and accurate?  And I just have to pay regardless?

I don't want an additional number - I want to keep my number so I will probably hotspot to an old phone I have with a network provider that provides the service it claims it does on its website.

HarriettPotter

PHK said:

HarriettPotter said:

Does this mean if any network provider moves their masts / interrupts their signals it’s 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?

Say you live and work in the same area and the operator turns off the signal leaving you with no signal anywhere you go , then you should be able to leave without penalty. But in your case you seem to have signal >50% of the time. 

Having said that, in your circumstances, I think the major operators would see that having signal during the workday is essential and people have reported being allowed to exit their contract. 

I don’t mean this to sound harsh but unfortunately, you’ve gone with a budget operator, with not the best customer service and operating on a network that has years of underinvestment. They also don’t do separate airtime and device plans, so you can’t easily pay off just the handset. 

It’s worth making a formal complaint to ID and if you aren’t satisfied going to the ombudsman. It’s free to do, so you only stand to lose some time. 

In the meantime ask your colleagues who have signal which operator they are with and get one of their SIMs. 

Fully understand your point about the operator - I have seen the reviews but also I've used them since 2021, my kids phones are with them too.  I've never had problems before so its a shame.

I will continue the complaint.

Every other operator works around here, its just ID (Three) that doesn't, so I do have some choice there.

savergrant

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?

As OP is not a customer of Vodafone or 3 the merger may not actually be good news for them, or others with mvno contracts;

"Many mobile virtual network operators (MVNOs)—such as Smarty, iD Mobile, Lebara, and Voxi—currently rely on Vodafone or Three’s infrastructure. Post-merger, these providers may face:

• Increased wholesale costs
• Stricter access agreements
• Reduced network redundancy"

The signal problems could possibly relate to the merged company squeezing the bands they open up to mvnos

JSmithy45AD

@HarriettPotter Why can't you connect to the schools WiFi BTW. Surely given the circumstances they wouldn't mind you doing so? I can't see why they'd block any staff member TBH. Could you not 'borrow' a colleagues WiFi log-in details?