Suddenly no signal. Can I get out of contract?

HarriettPotter

JSmithy45AD said:

@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?

It's commonplace in schools for staff to not be permitted to use schools wifi on personal devices and it's certainly the case in the school I work in now and my previous school.  Any personal email etc was also disabled from school laptops in my previous school!

I am hotspotting from a colleague when she is working nearby me.

My escalation 'call within 48 hours' (again) has not happened.  I did get a call from customer services Saturday morning offering me a goodwill gesture of an additional 100gb of data.  I did explain this would be no use to me whatsoever.

jimjames

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

HarriettPotter

jimjames said:

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

Thank you I have tried to change settings in line with online advice and on IDs homepage - they have also sent me a replacement SIM which I have put in but no difference unfortunately.

jimjames

HarriettPotter said:

jimjames said:

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

Thank you I have tried to change settings in line with online advice and on IDs homepage - they have also sent me a replacement SIM which I have put in but no difference unfortunately.

Can you try the SIM in a different phone? It seems very odd that the entire network is unavailable in a location if 4G/5G is meant to still be working.

HarriettPotter

jimjames said:

HarriettPotter said:

jimjames said:

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

Thank you I have tried to change settings in line with online advice and on IDs homepage - they have also sent me a replacement SIM which I have put in but no difference unfortunately.

Can you try the SIM in a different phone? It seems very odd that the entire network is unavailable in a location if 4G/5G is meant to still be working.

I have tried this. 3 other colleagues at school have the same problem. It’s clear there’s no network where we are despite the checker saying otherwise! 

Anyway - some good news when I got home and could actually see my emails! ID have upheld my complaint and have agreed to release me from my contract. I just have to decide if I want to settle the phone payment to keep the handset and leave or return the phone with no charges and then leave. 

I’m so relieved! Thanks for all the advice and suggestions. 

Cisco001

What phone have you got? most of the phone are dual SIM these days.

If vodafone unaffected, get a lebara SIM.
https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only/lebara/

Honestly, for extra £3 a month, do you really want to spend time battling with ID mobile?

saajan_12

HarriettPotter said:

jimjames said:

HarriettPotter said:

jimjames said:

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

Thank you I have tried to change settings in line with online advice and on IDs homepage - they have also sent me a replacement SIM which I have put in but no difference unfortunately.

Can you try the SIM in a different phone? It seems very odd that the entire network is unavailable in a location if 4G/5G is meant to still be working.

I have tried this. 3 other colleagues at school have the same problem. It’s clear there’s no network where we are despite the checker saying otherwise! 

Anyway - some good news when I got home and could actually see my emails! ID have upheld my complaint and have agreed to release me from my contract. I just have to decide if I want to settle the phone payment to keep the handset and leave or return the phone with no charges and then leave. 

I’m so relieved! Thanks for all the advice and suggestions. 

Good result! And I think the right one, as it was a large area with no service in contradiction to their service checker which would be hard to just work around. 

How much do they want to settle the handset vs the cost of a new one? Do you have the cash to buy one outright? 
The way I think of it, they may have had a lot of interest built into the contract so the contract settlement may be higher. But then you've already paid 1/4 of it which is arguable more than 6 months usage (assuming you usually keep phones more than 2 years). 

If you can afford it I'd always suggest buying a handset outright and then a sim only which can be more flexible eg rolling or a 6/12 month term. WIth data as cheap as it is, there's no need to be locked into a 2 year contract for service. 

HarriettPotter

Cisco001 said:

What phone have you got? most of the phone are dual SIM these days.

If vodafone unaffected, get a lebara SIM.
https://www.moneysavingexpert.com/cheap-mobile-finder/sim-only/lebara/

Honestly, for extra £3 a month, do you really want to spend time battling with ID mobile?

All done I have a £1.30 a month Lebara on another phone to hotspot from.  ID are releasing me now anyway.

HarriettPotter

saajan_12 said:

HarriettPotter said:

jimjames said:

HarriettPotter said:

jimjames said:

HarriettPotter said:

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?!

If it was specifically related to the 3G being turned off then is there a settings issue with your phone that you can amend? Realise that might have already been raised.

Thank you I have tried to change settings in line with online advice and on IDs homepage - they have also sent me a replacement SIM which I have put in but no difference unfortunately.

Can you try the SIM in a different phone? It seems very odd that the entire network is unavailable in a location if 4G/5G is meant to still be working.

I have tried this. 3 other colleagues at school have the same problem. It’s clear there’s no network where we are despite the checker saying otherwise! 

Anyway - some good news when I got home and could actually see my emails! ID have upheld my complaint and have agreed to release me from my contract. I just have to decide if I want to settle the phone payment to keep the handset and leave or return the phone with no charges and then leave. 

I’m so relieved! Thanks for all the advice and suggestions. 

Good result! And I think the right one, as it was a large area with no service in contradiction to their service checker which would be hard to just work around. 

How much do they want to settle the handset vs the cost of a new one? Do you have the cash to buy one outright? 
The way I think of it, they may have had a lot of interest built into the contract so the contract settlement may be higher. But then you've already paid 1/4 of it which is arguable more than 6 months usage (assuming you usually keep phones more than 2 years). 

If you can afford it I'd always suggest buying a handset outright and then a sim only which can be more flexible eg rolling or a 6/12 month term. WIth data as cheap as it is, there's no need to be locked into a 2 year contract for service. 

iphone 16 and they want £490.  I haven't gone back to them yet.

Yes I agree I think I will do it that way going forward.

Frozen_up_north

With so much changing in terms of coverage, and not always for the better, I would now only opt for 30 day rolling contracts, or similar. There is a lot of choice for less than £10 per month.

Check EU roaming if that matters, we love Jersey and not many include the Channel Is... 1p Mobile (on the EE network) does.