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

KieranC
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*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

iD Mobile Experience Team

34 replies

Will
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Userlevel 6
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We’re truly sorry you feel that way @user2021.

 

Is the Website and App working for you now?

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
user2021
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Shambles 

ID Mobile doesn't work very well.
Emil
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This article has been updated on 05/08/21 at 13:00pm. Please note that full service has been restored to the iD App and My Account online. Customers should no longer be experiencing any issues with accessing either of these services. 

Emil

iD Community Manager
Hgriffin90
Rank
Userlevel 1

Hi @Hgriffin90,

We are currently experiencing porting delays, so your port is likely affected by this.

PAC codes last for 30-days and providing your old network hasn’t put in place a cancellation, you should not lost the number. We would advise you to speak to your previous network in order to ask them for a new code if this is not resolved once that code expires.

Ryan

 

When is this likely to be resolved Ryan? 

 

I requested my PAC code a good few weeks before ordering my new phone as in previous cases it usually takes one day to change over so I believed 2 weeks was ample time. Do you have a date of when this is likely to be resolved? 

 

Thanks, Hayley

 

 

 

Hayley
Ryan
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Userlevel 6
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Hi @Hgriffin90,

We are currently experiencing porting delays, so your port is likely affected by this and we apologise for the inconvenience caused.

PAC codes last for 30-days and providing your old network hasn’t put in place a cancellation, you should not lost the number. We would advise you to speak to your previous network in order to ask them for a new code if this is not resolved once that code expires.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
Hgriffin90
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Userlevel 1

I am really beginning to worry about the fact my number has not transferred yet and it was a week ago today that I received my phone. 

 

My PAC code is due to run out in 3 days time I NEED the number transfer to happen before then. 

 

Can someone PLEASE help make this happen?! Or at least tell me if this is possible? Losing a life long phone number will be devastating? 

 

Thank-you, Hayley

 

 

Hayley
Emil
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Userlevel 6
Badge +3

This article has been updated on 04/08/2021 at 13:00 pm.

iD Community Manager
Jaine
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Userlevel 1

I am trying to cancel as I I was trying to contact you for another SIM but now cannot be bothered to stay. I am getting so many fake/unwanted calls & have switched to another network but simply not been able to log on with the app or online for a week! 

This is why I dislike providers you cannot call.

 

A
Rank
Userlevel 1

Seeing as there's been 4 days of major issues can someone from IDMobile confirm what compensation you will be giving to customers and explain why you didn't bother rolling back your upgrade as it has clearly failed, very poor service quality.

scorchio70
Rank

I've been unable to log on since I joined last month, very disappointed, I was able amazingly to put credit on my account now can't log on to allocate it.

scorchio70
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*Updated 03 August

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

 

Ryan
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Userlevel 6
Badge +10

Hi @Joanna_M,

You can contact our Live Chat Team here for fast help with that. If you ask to “speak to an agent” it should pass you through when one is available. Let us know if you still need assistance.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
J
Rank
Userlevel 1

I am unable to log in to either the App or My Account on the website. I cannot make outgoing calls or access my voicemail. When I try to do so, I get a message to the effect that I have an outstanding payment, which is incorrect. This began yesterday and has never happened before. Will you please tell me how I can contact a human being about this to get it sorted out? I’m really appalled by this standard of service and lack of communication about these issues. 

Brian Jackson
Rank

*Updated 03 August

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

An outage of 4+ days sounds major to me, this is serious and could cost you customers. Including me.

WelshPaul
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Userlevel 8
Badge +6

The login page takes an age to load for me and then all I ever get is this:

 

K
Rank

This is all I get trying to open the app

D
Rank

Still no access to my.idmobile.co.uk - just keep getting the error shown below.

 

Secure Connection Failed

An error occurred during a connection to my.idmobile.co.uk. PR_CONNECT_RESET_ERROR

    The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
    Please contact the website owners to inform them of this problem.

A
Rank
Userlevel 1

I’m afraid your online portal and mobile app appear to be failing to login.

When will these issues be fixed?

E
Rank
Userlevel 1

if ID Mobile is running an online ONLY based service then it is paramount that the online system is 100% reliable, which it isn’t. I can’t see this business lasting very long.

WelshPaul
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Userlevel 8
Badge +6

Send a text or phone phone a friend and ask them to tell you the number on their caller display. Not ideal I know, but it will get you what you need to create your ID MOBILE account. 👍

Carlos Thomas
Rank
Userlevel 1

Thanks @WelshPaul , but I haven’t even been given an ID mobile phone number. I’ve been sent the SIM and phone, both from Carphone Warehouse. But the only text I’ve got from them is to confirm Roaming and International calling is automatically switched on. 

WelshPaul
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Userlevel 8
Badge +6

All you need to register @Carlos Thomas is your ID Mobile phone number. ID Mobile don’t include the number they assign you in any of their emails (well they didn’t with both my orders) and even if they did, you can’t register until you have access to the phone/SIM as a one-time code is sent to confirm the number.

Carlos Thomas
Rank
Userlevel 1

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?

@guptagaurav85 I managed at last to register on the iD site and forgot about the app. Once registered i was able to use my PAC within my account. You’ll need your SIM and the transaction reference on the invoice that came with the SIM. Good luck. Appalling experience really 

Thanks, and CONGRATS on navigating the minefield! I’ve still not got ANYTHING from them. No welcome email. No ID mobile number. No transaction number. So can’t even register on their website. 

A
Rank
Userlevel 1

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?

@guptagaurav85 I managed at last to register on the iD site and forgot about the app. Once registered i was able to use my PAC within my account. You’ll need your SIM and the transaction reference on the invoice that came with the SIM. Good luck. Appalling experience really 

A
Rank

The announcement we are directed to for latest information has had no update since 1015pm last night. This is not great customer service.

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