Manx Telecom says it needs more detailed information from customers before it can investigate reports of unreliable mobile data coverage.
Meanwhile Sure by Beyon has warned some customers may experience temporary disruption as it upgrades its network ahead of the introduction of 5G later this year.
The responses come after growing frustration among mobile users over slow or unreliable 4G connections, with some saying they are struggling to load websites and apps despite their phones displaying a strong signal.
Complaints have been mounting on social media in recent weeks, with users reporting problems in a number of locations across the island. One customer has even suggested organising a protest outside Manx Telecom's headquarters at the Isle of Man Business Park.
Speaking to Isle of Man Today, Manx Telecom chief executive Gary Lamb acknowledged that some customers were experiencing problems but said the company needed more specific information before it could identify whether there was a fault.
'If we do know about those and we can get that, then actually we can have a look and test whether there is an issue,' he said.
Mr Lamb urged customers to report exactly where and when they experienced problems so engineers could investigate individual locations.
While responding to concerns over current performance, Mr Lamb confirmed Manx Telecom was upgrading its existing 4G network while preparing to replace its mobile network.
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'The network has been in for a while. We do need to change it,' he said.
'But actually, at the moment, we are upgrading the 4G network because we will still have it for a little while.'
Work is currently being carried out at 11 existing mobile sites, while planning applications are being prepared for eight additional locations.
The company is also in active discussions with its new shareholders, Jersey Telecom and CVC about replacing the mobile network.
'We have agreement to replace it, so it is going to happen,' Mr Lamb said.
He added that people could begin to see activity relating to the introduction of 5G next year, although the wider rollout would take time.
However, Mr Lamb warned that the success of 5G would depend on the island having sufficient infrastructure.
'Without the coverage and without the sites, you will not get the improvement that everyone is going to expect,' he said.
'This isn't just about Manx Telecom. We have an important part to play because we will bring the technology, but we need the island and we need to work with the government to be able to get the infrastructure across the island.'
Mr Lamb said more mobile sites would be needed for both improved 4G coverage and the future 5G network, but acknowledged that planning applications for masts could be difficult.
'If, as a nation, we want a good-quality network, we're going to have to have more infrastructure. That's the bottom line,' he said.
He said mobile speeds could also vary depending on the number of people connected to the same mobile site, particularly during busy periods and major events.
'The summer is probably going to be a bit slower because there'll be more people here in certain parts,' he said.
The TT remained a particular challenge because the network could not realistically be built to handle the temporary influx of around 120,000 visitors, he added.
Mr Lamb again encouraged customers experiencing problems to provide Manx Telecom with specific details of where and when they were affected.
'Give us the facts. We'll try and do what we can to improve it,' he said.
He also stressed that mobile data should not be confused with fixed broadband or home Wi-Fi.
While customers may experience problems connecting devices through home Wi-Fi, Mr Lamb said this did not necessarily mean there was a fault with the broadband service entering the property.
Manx Telecom has established a specialist home Wi-Fi team to help identify issues caused by factors inside properties, including interference between devices, router positioning and building materials.
'This is not really about broadband any more. It's about Wi-Fi in the home,' he said.
Mr Lamb added that thick walls and some modern insulation materials could also affect mobile signals indoors, meaning coverage inside a property could differ significantly from coverage outside.
The company said it had not seen a noticeable movement of mobile customers leaving because of network performance.
However, Mr Lamb said some broadband customers had moved to Elon Musk's satellite provider Starlink, particularly where fibre had not yet reached their homes.
He said fibre remained Manx Telecom's preferred long-term solution but acknowledged that satellite broadband could be a suitable option for some remote properties.
Meanwhile, Sure by Beyon said customers 'may experience temporary disruption' while work is carried out ahead of the rollout of its 5G network later this year.
A spokesperson provided this statement: 'Sure is currently undertaking a significant transformation of its mobile network in the Isle of Man, as part of our long-term investment to deliver stronger coverage, improved performance and the introduction of 5G later this year.
'Some Sure customers may experience temporary disruption as planned migration, engineering and network optimisation work is carried out. We are keeping customers informed as the programme progresses and appreciate their patience while this important work is completed.
'We are here to help, and where a customer experiences a specific or persistent issue, we will prioritise investigating and resolving it as quickly as possible.
'We would encourage anyone experiencing difficulties to contact our customer care team, ideally with details of the location and time affected, so that we can look into the issue and provide the right support.'
You can contact Sure by Beyon by visiting www.sure.com/isleofman/contact-us/ or Manx Telecom at www.manxtelecom.com/about/contact-us/.