Unanswered questions

13914 Topics

C
Newbie
ceebee6ccNewbie
asked in Ask a question.

Migrate from existing Nano SIM to eSim?

There’s nothing on the site or app that seems to offer this pathway; please confirm.

0
C
Newbie
25 minutes ago
Richard Cattermole
Civilian
Richard CattermoleCivilian
asked in Device & Phone Support

Sim card PUK code

I want to lock my sim card. Please provide a PUK pin code number

1
andewhite
Legend
34 minutes ago
steveTu
Newbie
steveTuNewbie
asked in Ask a question.

Cookie setting pop up

This pop up appears on this community forum now - even when you click the accept button, it keeps repeating. Clicking accept also clears the underlying form - making the pop up doubly annoying. 

3
andewhite
Legend
37 minutes ago
J
Newbie
jableyNewbie
asked in Pay As You Go

My bill is still wrong

As my phone contract approached the end, I wanted to switch to a SIM only deal. I couldn’t do that because the app relaunch happened and neither the app or the website were available to let me select the right plan. I then spent a few hours on chat support and on the phone trying to get this resolved. My bill is still wrong and for the last 2 months, you’ve charged me ~£23 per month more than you should. Please issue me with a refund for the incorrect billing and ideally also and recompense for the hours spent trying to get this addressed.

3
andewhite
Legend
1 hour ago
steveTu
Newbie
steveTuNewbie
asked in Ask a question.

Issues with both the mobile app (biometrics) and Web based laptop access

Since the software changeover, I’m having major issues with both the mobile app and the web based laptop access.The mobile app asks me if I want biometric login enabled - but if I try to log in with a fingerprint I get an inane ‘Oops something has gone wrong’ (who designs this stuff? ‘Oops’ really?) message. If I then login using a password, I can at least log in, but if I then try to turn on biometrics from my account, I get the same inane ‘Oops’ message). Using Android 14 on Samsung Galaxy A14. If I try to login from my laptop, it’s completely hit and miss. This morning I get a ‘Let’s Get Started’ message, followed by the email and password (with captcha) login route - but it goes nowhere. It just loops then on ‘Let’s get started’ over and over again OR I get a blank screen. I’ve cleared data/cache and retried - still with no joy. Using Firefox 124.0.2 on Fedora 38.Any idea when this will be fixed?

15
steveTu
Newbie
3 hours ago
steveTu
Newbie
steveTuNewbie
asked in Ask a question.

Muliple SIM phone - Can I have two SIMS on different networks?

My son has a year long contract abroad and has a dual sim galaxy A14 with ID Mobile. Obviously he can’t ‘roam’ for that period, so can he get a local SIM and use that in the second slot? He is in Francxe and looking at the ‘Free’ provider if that has any relevance. Edited to add: I only ask as I read that some phones force two sims on the same network - but I couldn’t find anything to that effect about the Galaxy A14.

2
steveTu
Newbie
3 hours ago
Damion Taylor
Newbie
Damion TaylorNewbie
asked in Ask a question.

no upgrade options on app or website.

Hi,  I've been due an upgrade since 14/04/24. I've been trying to do this but have no upgrade option either on the App or when I log in to the Web page.I've previously managed this effortlessly but now the process seems unnecessarily, intentionally?, obscure.Initially the App was undergoing an update and access was not possible. Now all upgrade options are gone.At the moment I am paying for a plan that includes the cost of a phone I own which is unacceptable.What's going on?

4
andewhite
Legend
11 hours ago
Pete Cumberlidge
Newbie
Pete CumberlidgeNewbie
asked in Device & Phone Support

no signal

I have just changed contract and I have no signal at all. I checked the coverage before agreeing to the new contract. 4g was excellent coverage and 5g was good coverage. Has this come about before? 

3
andewhite
Legend
11 hours ago
J
Civilian
Jm1066Civilian
asked in Ask a question.

data connection drops out

Hi, I'm constantly losing data connection when not on a WiFi connection, if i restart my google pixel pro 6 or refresh the internet connection it works for a short time then disconnects, this csn happen hourly. i live in WF6 postcode but have the same issue around the country, please help, tia

0
J
Civilian
15 hours ago
Ian1951
Rookie
Ian1951Rookie
asked in Device & Phone Support

Not receiving OTP abroad

Hi - we are in Turkey and I am not receiving OTP from my bank (I do receive SMS from various sources NHS, Retailers, Friends etc) - any ideas how to fix this?Even more strange my wife is on the same PAYG contract with ID that we've had for 10 years and she's just received her OTP from our bank for the same procedure. We also both have Motorola phones although hers is a slightly different model and our settings are the same roaming off, SIM card on, both contacted to our Turkish internet.Therefore I am thinking is it possibly something on the ID app that I need to change (can't get on due to maintenance) at the moment - but driving me mad 🤔Thank you 👍

9
Ian1951
Rookie
15 hours ago
Zangel
Newbie
ZangelNewbie
asked in Device & Phone Support

no connection

Ever since I've upgraded to Samsung galaxy a54 5g all I've been getting is no connection on video calls. I'm unable to hear anyone just bit and pieces and it's been like that from day one of having this phone (nearly 3 weeks now). Ive never had a problem with my last phone. My signal strength should be under -70 but its between -90 to -110 which means very low and reason for concern.

2
F
Newbie
17 hours ago
James Frizzle
Civilian
James FrizzleCivilian
asked in Ask a question.

James Frizzle

Upgraded yesterday should be unlimited data through loyalty agreement only showing 100 gb data was told it would be checked and I would be called back im still waiting thanks 

0
James Frizzle
Civilian
17 hours ago
M
Civilian
MrDSCivilian
asked in Ask a question.

Dongle

Hello,I’ll be in Ireland (ROI) for around 4 weeks. Staying in a converted minibus. What advice/recommendation can you give for me to link my phone with iD Sim to my laptop to use my WiFi data?I’ll be checking emails, bank accounts weather, Google maps and the odd browsing. Not after large data with  downloading Netflix, streaming  films, etc…. kind regardsRichard 

0
M
Civilian
18 hours ago
S
Civilian
Scott_lovCivilian
asked in Ask a question.

App update required?

Hi,  New customer here. I downloaded the app and registered with the new number but I'm bringing my old number over. Will the app update once my new number ports or will I have to delete the app & start again? Thanks everyone 

2
S
Civilian
20 hours ago
R
Newbie
Richard RoseNewbie
asked in Device & Phone Support

account

Cani have 2 different phone numbers on the same e mail adress

1
Kash
iD Mobile Employee
20 hours ago
D
Civilian
DobbietheelfCivilian
asked in Ask a question.

When I phone a number it tells me I have dialed the customer payment helpline.

I have paid my bill but whenever i call someone it says I’ve dialled customer payment help line but records show I have paid so it hangs up. Cannot access live chat til tomorrow morning but I am at work currently and need to call/text/use data so cannot wait until then

2
Kash
iD Mobile Employee
20 hours ago
Esther Wolff
Civilian
Esther WolffCivilian
asked in Device & Phone Support

Too late to get my PAC?

There was a mix up when switching providers which meant I closed my ID mobile account before requesting a PAC. Is it too late to get one please?

1
Kash
iD Mobile Employee
20 hours ago
Tony Bailey
Civilian
Tony BaileyCivilian
asked in Ask a question.

SIM for data

Hello, I am trying to set up my accounts on your new system but I use a SIM for data only on my laptop and I can't see messages when you text the code?? How can I add this Sim to my main mobile account?

1
andewhite
Legend
20 hours ago
N
Civilian
Niamh_DyerCivilian
asked in Device & Phone Support

how do i pay outstanding balance

URGENT HELP REQUIRED: I have received a letter to say I owe an outstanding balance but it won’t let me log on to my account anymore to pay it. It doesn’t recognise my username and password and my number is no longer in use. How do I pay please? I have also tried calling the automated number but because I now have a new contract with ID, it wants to take the balance off of that and not the outstanding one

1
Kash
iD Mobile Employee
20 hours ago
Dawn Exley
Newbie
Dawn ExleyNewbie
asked in Ask a question.

Refer a friend voucher

I referred my daughter in September 2023, she took a contract out with you, I have still not received my curry’s voucher

3
Kash
iD Mobile Employee
21 hours ago
Y
Civilian
Yesterday4462Civilian
asked in Ask a question.

Why was re-registering necessary?

I did not receive any advanced notice of the app update or the fact existing accounts would not work with it. When I opened the app and it asked me to register, I thought it was broken and went to the website. When the website also wouldn’t let me login and wanted personal information, I assumed your system was broken or it was a sophisticated phishing attack. I then reached out to your support staff via Twitter to see what was going on, but they have been incredibly evasive and unhelpful about the whole thing, outright refusing to explain the need for re-registering.When I kept asking for an answer, they even gave me a link to this announcement post which, on the topic of having to re-register, only says “sorry about that!” which feels incredibly snarky and sarcastic.It asked for email, first name, surname (twice for some reason), password, phone number, and date of birth. I'm 100% sure you already had all of that on my account, except maybe DOB but given I have a financial contract w

1
Kash
iD Mobile Employee
22 hours ago
allisaidwas
Newbie
allisaidwasNewbie
asked in Device & Phone Support

No 5G in 5G area

Hello, I switched to idMobile as the contract stated it included 5G but I never get 5G réception even Ina 5G area. My phone is definitely 5G ready as I was able to access 5G on it with my previous sim provider, so why can't I access 5G with idMobile?

15
allisaidwas
Newbie
22 hours ago
K
Newbie
KeithWMNewbie
asked in Ask a question.

Website and App Not displaying the correct information

Now that the App allows me to access it I cant see the proper information. My monthly update took place on 19th April. My dated topped up correctly although no mention of my rollover. My Text and Minutes are still the same as they were before the 19th. Either I have not received the monthly top up or the website and app are not displaying the information. Either way its wrong.Can someone please look into this and let me know by return what is going on. I have been with ID Mobile since 2018. I wont be much longer if this does not get addressed.

3
Kash
iD Mobile Employee
22 hours ago
Nico Kearns
Civilian
Nico KearnsCivilian
asked in Device & Phone Support

Apple Celluar Watch

I have an Apple Ultra Celluar Watch. Now iD Mobile has eSIMs when will we be able to add an eSIM to a celluar watch?I appreciate iD Mobile do not sell celluar watches but those of us that already have one might want to use the additional functionality. 

1
andewhite
Legend
22 hours ago
J
Newbie
JosephKNewbie
asked in Pay As You Go

Legal Action over refund

I have been waiting 18 days currently just for an answer regarding recieving a refund from my account. I was hoping someone would know where I stand legally? As I think 18 days is a ridiculous amount of time to wait. I have several transcripts of customer service representatives saying it will take 24-48 hours and 5 working days. But now they are just being really evasive whenever I bring it up. I want to leave iD mobile but I'm not leaving my credit behind.

1
andewhite
Legend
22 hours ago
Terms & Conditions
Why iD Mobile?