Suddenly no signal. Can I get out of contract?

JSmithy45AD

HarriettPotter said:

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.

Unless you're absolutely locked into the Apple ecosystem (which is their business plan at the expense of the customers) then you can get a Samsung Galaxy A55 for half that or other lower Samsung models at £100-£150. There is of course plenty of other options, the Honor phones are very good.

HarriettPotter

JSmithy45AD said:

HarriettPotter said:

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.

Unless you're absolutely locked into the Apple ecosystem (which is their business plan at the expense of the customers) then you can get a Samsung Galaxy A55 for half that or other lower Samsung models at £100-£150. There is of course plenty of other options, the Honor phones are very good.

This whole process has also brought this to light and I will indeed be looking outside of Apple in the future.