iD Mobile Employee

Question

Customer notice: iD Mobile app is unavailable for some customers

Forum|Forum|4 years ago
September 27, 2021
15 replies
1253 views

We're aware of an issue where some customers have been sent an outstanding balance notification in error. This has resulted in an increase in customers trying to access the iD Mobile app which is then adding quite a bit of load to the system.

As a result, the iD Mobile app and My Account online may be unavailable for some customers. Please bear with us while our technical team is working hard to fix the problem and return to full service as soon as possible.

We apologise for any inconvenience this may cause.

Kieran

This topic has been closed for replies.

WelshPaul

Platinum  Contributor

Thanks for providing us with a explanation @Kieran C.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

M

MarkG?

Community Member

so will phone service continue as normal or will calls and texts become unavailable , my daughter uses

the phone on the way to school and back

Kieran CAuthor

iD Mobile Employee

Hi @MarkG? ,

Phone service continues as normal. All our recent plans (which I assume you’re on) have unlimited minutes and texts and these services are not affected.

Thanks,

Kieran

Head of Customer - iD Mobile

Ian Brock

New Contributor

A follow up email letting customers know that this was in error might stop your web site getting hammered?

Kieran CAuthor

iD Mobile Employee

Hi @Ian Brock ,

Yes, you’re correct. That particular comms will be sent out to those affected this morning.

Thanks,

Kieran

Head of Customer - iD Mobile

Ian Brock

New Contributor

Does it really take 14hrs to send an email to “all”?

Jill Killin

Community Member

I got a message saying my bill will be sent to collections if not paid but my direct debit was not even taken from my bank!

W

Weathers

Community Member

I received this email last night.

I

have a direct debit which I haven't cancelled and haven't missed a payment. When I click on my account there is nothing there to suggest I'm behind on payments. What's going on?

WelshPaul

Platinum  Contributor

You can safely ignore the email @Weathers

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Christopher Smith

Community Member

Hi,

i have also received this email last night saying my payment wasnt paid. My direct debit is still in place but no collection appears to have happened for it?

can you please provide an update as soon as possible as if there is an issue with payments collecting at your end i don’t want this to show as a missed or late payment on my credit file?

i also cant get online to make a manual payment due to the demand on your app/website.

can you provide an update to the above please as soon as possible

regards

chris