iD Mobile Employee

Customer Notice: The iD Mobile app and My Account online is now available

Forum|Forum|5 years ago
July 29, 2021
34 replies
8058 views

*Updated 05 August - Emil

Good news! The iD Mobile app and My account online are now back up and running.

Our team's have been working tirelessly through the night and have resolved the issues that were causing a disruption to the iD App and My Account online services. Our technical teams are continuously monitoring the iD app and My Account online and haven't seen any issues with logging in or with any of the services available within them.

If you're still having issues logging in, please restart your phone and attempt to log in again. If the issue persists, let us know below, and one of our team will get back to you.

We apologise for any inconvenience caused and thank you for bearing with us during these essential upgrades.

Emil

*Updated 04 August - Emil

Hi everyone,

Unfortunately, the infrastructure upgrades made over the past week are still causing some problems. This means some services are unavailable or experiencing intermittent issues.

These services include but are not limited to:

The iD Mobile app is mostly available; however, some customers are getting intermittent connection errors.
My Account online is mostly available; however, some customers are getting intermittent connection errors.
SMS alerts
- Some SMS alerts are coming from i” rather than iD Mobile
Our ability to send out service emails and campaigns
‘Password Reset’ emails have been sent out to some customers in error (if you have received this email, the email is legitimately from us but if you did not request a password reset then please ignore it)

Our teams are working around the clock to rectify these issues and we’re trying to get everything fixed as soon as possible. We apologise for any inconvenience this might’ve caused. We’ll continue to update this thread as further information comes available.

If you require support, our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday. They’ll be happy to assist you with any queries you may have.

Thanks for your support and understanding.

Emil

*Updated 03 August - Kieran

Hi everyone,

This week we made some significant upgrades to our infrastructure so that we can provide better services to you, our customers. Unfortunately, during these upgrades, we encountered some issues, some of which are still being worked on by our technical teams.

Key outstanding issues:

The iD Mobile app is unavailable - *The iD Mobile app is mostly available; however, some customers are getting intermittent connection errors.
My Account online is mostly unavailable. *My Account online is mostly available; however, some customers are getting intermittent connection errors.
SMS alerts
- Some SMS alerts are coming from i” rather than iD Mobile

Our teams are working around the clock to rectify these issues and we’re trying to get everything fixed as soon as possible. We apologise for any inconvenience this might’ve caused. We’ll continue to update this thread as further information comes available.

If you require support, our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday. They’ll be happy to assist you with any queries you may have.

Thanks for your support and understanding.

Kieran

Account

This topic has been closed for replies.

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Pauly1207

New Contributor

Missing key outstanding issue

Unable to login to https://my.idmobile.co.uk/ 504 Gateway timeout

Kieran CAuthor

iD Mobile Employee

Thanks @Pauly1207

Unfortunately, this issue appears to have become more prominent this morning. I’ve updated the article to reflect the information.

Head of Customer - iD Mobile

Carlos Thomas

Community Member

Are there issues with new customers? I’ve yet to be sent any info regarding my transaction number and ID mobile number. I bought a new phone from Carphone Warehouse 2 days ago now….

G

guptagaurav85

Community Member

I got my new SIM from ID 2 days back and haven’t been able to port my number .. it means I am paying up for 2 contracts already.. How can this be requested/sorted while your technical website issues are resolved?

Will R

iD Mobile Employee

Hi @Carlos Thomas,

Have you checked both Spam/Junk folders for a welcome email?

Will

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Will R

iD Mobile Employee

Hi @guptagaurav85,

The situation with the App and Account difficulties is still ongoing. These issues are affecting our ability to port numbers too. To keep up to date with all the latest announcements surrounding the matter, please follow the link below:

Thanks for your ongoing patience.

Will

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

G

guptagaurav85

Community Member

The patience is running out, Will.. This needs to be sorted tonight before my old contract starts again in 3 days for another month.. Is there a possibility this will continue longer than tonight, because if yes, I would rather cancel with ID and move elsewhere to avoid paying extra to my existing service provider..

Carlos Thomas

Community Member

Hi @Carlos Thomas,

Have you checked both Spam/Junk folders for a welcome email?

Will

Erm, yes. Nothing.

I’m in a similar situation to @guptagaurav85 , in that I’ve a contract that’s up for renewal soon. I’ve a PAC and I’m looking to port a number across. What’s the ETA on this fix pls?

And whilst your app is down, is there no other way to register?

Andy Davis

New Contributor

Hi everyone,

This week we made some significant upgrades to our infrastructure so that we can provide better services to you, our customers. Unfortunately, during these upgrades, we encountered some issues, some of which are still being worked on by our technical teams.

Key outstanding issues:

The iD Mobile app is unavailable
My Account online is mostly unavailable. This means some customers can access their account through https://my.idmobile.co.uk/ but most cannot.
SMS alerts
- Some SMS alerts are coming from i” rather than iD Mobile

Our teams are working around the clock to rectify these issues and we’re trying to get everything fixed as soon as possible. We apologise for any inconvenience this might’ve caused. We’ll continue to update this thread as further information comes available.

If you require support, our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday. They’ll be happy to assist you with any queries you may have.

Thanks for your support and understanding.

Kieran

why fix it if it wasnt broke

‘