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iD MobileiD Mobile Employee

published in Announcements.

iD Mobile app & My Account online are unavailable for some users.

Following a recent update, we understand that customers are experiencing problems when using the new iD Mobile app and My Account online (my.idmobile.co.uk) and are facing issues such as: Being unable to register during busy periods. Seeing an intermittent “Oops! Something went wrong.” error message. Not receiving their one-time passcode via SMS during the registration process. Over 100,000 customers have successfully registered, and can log-in and use the iD Mobile app and My Account online as normal. For those who have not yet registered and need to manage their plan, here is a list of actions that can be completed without using the iD Mobile app or My Account online. For Pay Monthly customers, here’s everything you need to know: Action. Alternative method. Check my Usage. Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). Purchase an Add-On. Contact us on Live Chat.* Purchase a Seco

iD MobileiD Mobile Employee

published in Announcements.

Unable to see the Live Chat button?

Please note, if you are using an iPhone 14, iPhone 14 Pro or iPhone 14 Pro Max device, you may experience visibility issues when using our Live Chat feature. Whilst we work on having this resolved, please ensure you update your device to iOS version 16.4 or above to avoid any issues.We’re aware some customers may be unable to view the Live Chat button on the iD Mobile website. If you’re having problems, please try the following steps:Steps to start Live Chat:Go to the Contact us page. Scroll down to the “Live Chat” section on the page Click on the “Live Chat” button to start a chat. Still having issues?The Live Chat button may take a few seconds to appear, depending on your internet speed. While the page is loading, please do not refresh the page and allow at least 30 seconds for it to load fully. If still after this time the Live Chat button does not appear, please try the following:Try a different internet browser – we’ve discovered that some specific internet browsers sometimes do

iD MobileiD Mobile Employee

published in Announcements.

🚨 Customer Notice: My Account online and our old iD App will be unavailable from 11 am to 1pm.

Our old iD Mobile app and My Account online will be undergoing maintenance from 11 am to 1 pm today.You will still be able to access the new iD Mobile app during this time. If you’ve not already got it, you can head to the app store to download and register for our new app, or, you can try again after 1 pm.We apologise for any inconvenience these issues may cause.The iD Mobile Team

Nikhil PiD Mobile Employee

published in Announcements.

Give us your feedback about the new iD Mobile app.

If you’ve got an idea for a new feature in the or are experiencing an issue with the new app, there are two ways you can let us know. First, visit the ‘New app feedback’ page. Here, you’ll see a list of all the existing feedback topics that have been created and their status.If you see a topic that already describes an idea you have, or an issue you’re facing, simply click the blue box next to the topic to give it an ‘up-vote’. This will let us know how many customers like an idea or are experiencing a particular issue.If you don’t see a suitable feedback topic, then create a new one. Here’s how: Creating a feedback topic - Click ‘Create a topic’ on the top right of the screen. If you don’t see the ‘Create a topic’ button, you’ll need to login or register. Leave your feedback - Once you click ‘Create a topic’ you’ll see the below form: Select ‘New app feedback’.Give your feedback topic a title. Create a short but descriptive title. It should summarise what your topic is about.Descri

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

We’re thrilled to announce that we’ve launched a new iD Mobile app packed with great new features and improvements!Over the past year, we’ve been working hard on completely redesigning the iD Mobile app. The new app has been built with our customers’ feedback at the forefront of design and development, so we’re confident that anyone who used the old iD Mobile app will really appreciate the improvements.So, what’s changed?Manage multiple plans – If you’ve got more than one iD Mobile plan, you can now manage them all from a single login. No more logging in and out! New design - Whether you’re checking your allowances, changing your Bill cap, or updating your personal info, the new app has been designed to make sure you’re able to do exactly what you need – easier than ever before. Improved performance – The new app uses the latest technologies to improve stability, performance, and security. If you’re new to iD or have the old version of the app, you can download the new version from t

iD MobileiD Mobile Employee

published in Announcements.

🚨 Resolved: Network issue and problems accessing the iD app.

We are aware that some customers are experiencing issues with using some network services.The iD Mobile app and coverage checking are also currently unavailable. We’re working with our network partner to get everything up and running as soon as possible, and we’ll post further updates on this thread as they become available.We apologise for any inconvenience these issues may cause.iD Mobile Updates**14/02/24**3G services have now been fully restored. **13/02/24**20:00: The team continue to work on restoring 3G voice calls for those still impacted. 15:15: Less than 1% of 3G voice calls still continue to be impacted. Teams continue to investigate. 12:15: A very small amount of 3G voice calls still continue to be impacted. Teams continue to investigate. 11:00: A small percentage of voice calls are still being impacted. 10:00: The iD Mobile app is up and running. 06:30: Issue has been resolved with Data Services. Impact still seen on a small percentage of voice call services which is unde

iD MobileiD Mobile Employee

published in Announcements.

🚨 Call issues affecting some customers.

We’re aware that some customers are experiencing issues making calls or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.Our network partner is working on investigating the issue. We apologise for any inconvenience these issues may have caused.iD Mobile

iD MobileiD Mobile Employee

published in Announcements.

🚨 RESOLVED: Call issues affecting some customers.

We’re aware that some customers are experiencing issues making calls, or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.We’re working with our network partner to identify and resolve the issue as a top priority. We’ll post further updates on this thread as they become available.We apologise for any inconvenience these issues may have caused. **Updates**16/01/20244.30 PM: Our network partners have identified what is causing the issue, and working on resolving it. 9.00 PM: The team are still working on resolving the issue. Also, due to a high number of customers attempting the access the iD Mobile app and My Account online, some customers may experience issues being able to log in. If you do have any issues logging in, please try again after a couple of hours. 10:40 PM: The network issue has now been resolved. The team will continue to monitor the network throughout the

Nikhil PiD Mobile Employee

published in Announcements.

Announcement: Japan earthquake. Support update.

Following the devastating earthquake in Japan, we’ll credit back any charges for calls and texts made from the UK to Japan between January 1st and 5th (inclusive).We will also credit back any charges for data, calls, and texts for iD customers roaming in Japan during the period. Credits will be applied by the 20th of January.Our thoughts are with everyone affected by this ongoing emergency.

iD MobileiD Mobile Employee

published in Announcements.

🚨 RESOLVED: Switching services and realtime notifications are currently unavailable.

We’re experiencing a technical issue, which is affecting switching services and real time SMS notifications.This means you’re currently unable to: Request a PAC, STAC or leaving information via text, the iD Mobile app/My account online, or our customer services team. Submit your PAC or STAC via our switching site, iD Mobile app or My Account online. Get real-time usage alerts Get one-time passwords to register for the iD Mobile app or complete forgotten password journeys.If you already have a PAC or STAC from your old network, our Live Chat team will be able to assist with submitting your switching request. If you need to register for the iD Mobile app, or need to process a forgotten password request, we recommend trying this later.Our technical team is working hard to fix the issue, and full service will be restored as soon as possible. We are sorry for any inconvenience this may cause.iD Mobile **Updates**2:00pm - All services are back online and available.

iD MobileiD Mobile Employee

published in Announcements.

Service Update for customers whose mobile number originated with Vectone Mobile.

We’ve been made aware customers whose mobile number originated from Vectone Mobile may have had their mobile services impacted, affecting their ability to receive calls and texts from outside the iD or Three network.Why has this happened?We believe Vectone Mobile may have recently ceased all UK operations.When you switch your number between networks in the UK, it always stays registered with the network from which it originated. When you make or receive a call or text, it is first routed to the network who originally supplied the number and then forwarded (onward routed) to the network currently serving the customer. Due to this situation, calls and texts cannot be routed reliably, therefore any mobile number that originated from Vectone Mobile will face ongoing service issues - regardless of what UK network they are currently with.What is the solution?We have worked closely with other networks to find a solution, but unfortunately, the only way to restore full service is to change you

Nikhil PiD Mobile Employee

published in Announcements.

iD Community Groups: Everything you need to know

Our community groups are spaces where members like you can come together to discuss and delve into common interests. Whether you're enthusiastic about movies, tech, photography, or wellness, you'll find a group that caters to your passion.Through these groups, we foster a sense of belonging, knowledge sharing, and engagement among like-minded individuals. They provide an area for you to connect with others who share your enthusiasm and exchange valuable insights, experiences, and recommendations.Join a group, start conversations, ask questions, and share your expertise. Our community groups are a unique space to engage in conversations, expand your horizons, and learn from a diverse and knowledgeable community.So, dive in, explore, and let's build a thriving community together!Mindfulness & Wellbeing CornerIn this group, you can share your experiences, tips, challenges, and questions related to mindfulness and wellness. You can also learn from others, support each other, and discov

Nikhil PiD Mobile Employee

published in Announcements.

Customer notice: Suspected fraudulent texts

We’ve been made aware that some customers have received text messages from numbers, falsely impersonating and claiming to be iD Mobile.Below are some examples of fraudulent texts that we are aware of: Text 1:“iD Mobile: Your direct debit failed to process for this months bill. To avoid account restrictions please visit: https://id.mobile-plans.---”Text 2:“iD Mobile: We have been unable to confirm your details for this month's payment. To avoid suspension of your line, please confirm your up to date details via the following link: <<link>>”Text 3:“iD Mobile: Your latest payment has been unsuccessful. Please update your details here: https://bit.ly/3tNuzLK”Text 4:iD: Your monthly payment failed, in order to continue using our services please verify your details here: <<link>>Please note these messages are not from iD Mobile. If you receive a message such as the above, do not click the link and enter your details, as these will not be safe.For more information on

Nikhil PiD Mobile Employee

published in Announcements.

Stay Connected on the London Underground.

Frequently travel on the London Underground? Well, we’ve got some exciting news! iD Mobile customers can now use or our 4G and 5G network at various stations across the London Underground network, meaning you can now use your phone to browse your social media apps, contact friends or plan the rest of your journey, all while waiting for a train or travelling between connected stations.Our 4G and 5G network is available at and between the following stations: Archway Bermondsey Bond Street (Elizabeth line platforms) Canada Water Canary Wharf Canning Town Farringdon (Elizabeth line platforms) Holland Park Kentish Town Liverpool Street (Elizabeth line platforms) London Bridge North Greenwich Notting Hill Gate Queensway Southwark Tottenham Court Road (Elizabeth line platforms) Tufnell Park Waterloo Westminster It doesn’t stop there – by the end of 2024, we aim to have all London Underground stations and tunnels covered by our 4G and 5G network. FAQsHow do I connect to the iD network when un

iD MobileiD Mobile Employee

published in Announcements.

iD Community News and Updates – March 2022

Welcome to the iD Mobile Community’s monthly news and updatesHellooooo to all our new Community members! And of course, welcome back to our existing ever loyal Community diehards. Good to see you all.This is your monthly round-up of the most exciting things that have happened in the iD Community lately. Plus, we’re also giving you a sneak peek at some future plans. Let’s jump in…New category cards... If you head to the ‘Help Articles’ sections on the Community homepage, you’ll see 12 categories in gorgeous light green shaded boxes. They used to be boring old white, so we added a touch of colour and style to make them much easier on the eyes. And because they’re now a little more eye-catching, you’ll find what you’re looking for quicker.New category banners…The new colour and style continues when you select one of the Help Article category cards. You’ll notice that the category banners at the top of the page now stand out much more with their new green makeover.New menu option…We’ve add

EmiliD Mobile Employee

published in Announcements.

iD Community News and Updates – January 2022Blog

Happy New Year!A big welcome to both our brand-new Community members and those returning after the festive period.This is the place to find all your handy help and support content on all things iD Mobile, but it’s also a perfect place to get chatting to loads of other brilliant people, too! It’s these two pillars that make the Community what it is, and we can’t wait to show you what we’ve got planned in 2022. But first, let’s take a look back on some of the biggest, most exciting changes we made last year.We think you’ll agree, the iD Community has never looked stronger:In early 2021, we separated the Help & Support hub from Community posts and packed it full of new and updated content. It’s now easier than ever to find the answers you need! We completely redesigned the homepage with a more vibrant colour scheme, eye catching banners and a style that’s uniquely ‘us’. This is a Community unlike any other, and now our homepage shows it. We’ve streamlined our Community categories. Whe

KieranCiD Mobile Employee

asked in Announcements.

Customer notice: iD Mobile app is unavailable for some customers

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

iD MobileiD Mobile Employee

published in Announcements.

Get rewarded when your friend joins iD with Refer a Friend!

Fancy getting a treat each time a friend or family member makes the move to iD Mobile? Now, you can…Starting this month, we’ll be launching our Refer a Friend scheme again, giving you and your friend a chance to earn even more than last time!. When your mate buys a phone or SIM Only deal on our website and joins you on iD Mobile, we’ll give you both a gift to say thanks. So, how does it work?Easy. As an existing iD Mobile customer, it’s down to you to sign up to the Refer a Friend scheme! Once you do, we’ll send you a unique, personalised link to send to your friends and family. You can send your link to as many people you like, and we’ll reward you for up to 100 people per year– that’s some serious potential earnings!The link you send out will take your friends and family to a page where they can also register their details. When they’ve done that, they can then go on to buy a phone or SIM-only plan on the iD Mobile website. Whatever purchase they make will earn you both a reward, so

EmiliD Mobile Employee

published in Announcements.

iD Community News and Updates - August 2021News

It’s that time again for a roundup of all things iD Community. So, what’s been happening around here over the past month? Our Community is Growing...Firstly, we’re very close to breaking a big landmark – our humble community is nearly 50,000 strong! We’ve seen nearly 2000 new joiners since our last update (welcome to all of you!), and loads of you are getting stuck in, replying to questions and topics. We love to see it.We’re also excited to see who the next iD Superhero will be? Think you’ve got what it takes? Keep chatting away and showcasing your knowledge on here and you’ll be well on your way! Service Notifications:As we’ve mentioned here before, we’re on a constant mission to make the Community feel as easy to use as possible, and that means making a few tweaks here and there.You may have seen banners at the top of the iD Community home page over the course of July, notifying you about service maintenance, outages, and potentially harmful SMS messages. This is our way to communic

EmiliD Mobile Employee

published in Announcements.

iD Community News and Updates - July 2021News

Welcome once again to the Community news and updates blog! As always, a big hello to our newest Community members – you guys helped break the 45,000 members mark over the past month, so a big thank you to all of you. You’re awesome.We’ve been quietly working away in the background to make the iD Community even better. With the changes we’ve made recently, you’ll find the Community easier to navigate, get to the content you need faster, and if you post a question, get good answers in quicker time. So, what’s new? Need help? Check the Support Categories:So, you might have noticed that the buttons at the top of the Community are a bit different now. That’s because we’ve added ‘Support Categories’, where you’ll find all of our help and support articles. We’ve removed questions and topics posted by Community members from this section in order to make the info you need much easier to find.All the articles and information posted in this area, have been posted by us. If you feel that any artic

EmiliD Mobile Employee

published in Announcements.

iD Community News & Updates - June 2021News

iD Community News and Updates - June 2021 Welcome back to the iD Community news and updates blog, and, as ever, a big hello to our newest Community members! There are quite a few newcomers this month, but more on that in a bit.Summer’s almost here, the rain is finally easing, and we can’t wait to show you the exciting things iD Mobile have planned over the coming months. In the meantime, what’s changed on the iD Community recently? Check the Archives:You might notice we’ve had a bit of a Spring clean on the iD Community over the past month. We’re on a constant quest to make the Community easier for you to use, navigate and enjoy. That means finding the relevant help you need, faster. On the dropdown menu at the top of the page, you’ll see ‘Community Archive’ underneath My iD. That’s where we’ll be placing older posts, inactive posts and resolved queries. These are filtered from the results when you use the search bar, so you can find a topic quickly without needing to scroll too much.

EmiliD Mobile Employee

published in Announcements.

iD 5G Network: Device CompatibilityNews

5G is here! Strap yourself in for 5G on iD Mobile. At no extra cost. Powered by Three, the UK’s fastest 5G network.* All iD customers will be able to access the 5G network as long as they have a 5G compatible device, and the device has been tested and approved by us for use on our network. Want to know what devices are 5G compatible and if they’ve been tested and approved for use on our 5G network? Then search the internet no more!We’ve made this really easy and simple for you. All devices below are 5G compatible and have been tested and approved for use on our 5G network, VoLTE and WiFi Calling. Approved Android Devices: Google:Google Pixel 5 5G Google Pixel 6 Google Pixel 6 Pro Google Pixel 6A Google Pixel 7 Google Pixel 7 Pro Google Pixel 7a Google Pixel 8 Google Pixel 8 Pro Google FoldHonor:Honor 50 Honor 70 Honor 90 Honor 90 Lite Honor Magic6 Lite Honor Magic 4 Lite 5G Honor Magic 5 Pro Honor Magic 5 Lite 5G Huawei:Huawei P40 5G Huawei P40 Pro 5G Motorola: Motorola Edge 20 M

EmiliD Mobile Employee

published in Announcements.

Customer notice: Suspected fraudulent textsNews

We’ve been made aware that some customers have received various text messages from multiple numbers, falsely impersonating and claiming to be iD Mobile.Several texts have been sent out to customers and you can see the versions we are aware about below:Text 1:“iD Mobile: We have been unable to confirm your details for this month's payment. To avoid suspension of your line, please confirm your up to date details via the following link: <<link>>” Text 2:“iD Mobile: Your latest payment has been unsuccessful. Please update your details here: https://bit.ly/3tNuzLK” Text 3:• iD: Your monthly payment failed, in order to continue using our services please verify your details here: <<link>> Please note these messages are not from iD Mobile. If you receive a message such as the above, do not click the link and enter your details, as these will not be safe.For more information on how to spot fraudulent activity such as phishing, smishing and impersonations, please view

EmiliD Mobile Employee

published in Announcements.

iD Community News & Updates - AprilNews

iD Community News and Updates - April 2021 Welcome to the iD Community news and updates blog! This is the place to come for your monthly lowdown on what’s been happening across the Community. From new starters to new iD superheroes, you’ll find all the latest Community goings-on here… The March RecapWhat a month it’s been. There’s been a lot of activity happening on the iD Community, starting with over 1,500 new members registering over the course of March (welcome to the Community!). There’s also been over 500 questions asked and conversations started – we love to see it. Our incredible iD Team and trusty iD superheroes are on hand to help resolve any queries you have, right here. Top work! The most popular Community categories over the past month were…iOSCancellations Bills, Allowances & Charges iOS: We’ve had a number of posts over the past month about unlocking iPhones in order to use them with an iD Mobile SIM. If you’re still looking to move your iPhone over to iD Mobile, tak

iD MobileiD Mobile Employee

published in Announcements.

iD Community News and Updates - March 2021

Want to discover all the latest updates and improvements to the Community? Read on…Here at iD, we’re always looking to make the Community experience better. From seasoned Community members, to newbies looking for the best answer to their question, we’re striving to create a forum that’s fun and engaging, clear and easy to use.We also want to make sure that you, our brilliant Community members and heroes, know about all the incoming changes as they happen. So, starting this month, we’re going to post monthly updates on the new features we’ve added to the Community to make it even better. So, what’s new? See how you rankWant to see how close you are to becoming an iD Community Superhero, or if others are on your level? Now you can. Check out the leader board widget and see how you’re doing against the next 100 Community members. There are two leader boards – one for points, and the other for badges.So, if you’ve got badges for your specialist knowledge on all things Android, or if you’re

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