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Latest Update - iD Mobile app & My Account Online

  • 25 March 2024
  • 61 replies
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61 replies

C
Rank

It’s been 10 days since I’ve been able to access the app, I just keep getting the bear with us message, not good

Matthew Thompson
Rank
Userlevel 2

What on earth?!?!

 

Went to check my useage last night and started this whole "we've updated our app" malarkey. I got the 'bear with us message' last night so I've tried again just now and, after waiting 5 minutes or so in the 'virtual queue' I enter my first name, second name, password and then confirm my password and ....... Get a message saying that password should not contain first name, last name or email ........ IT DIDN'T!


Morning @Alastair123,

Are you still facing this issue or have you now successfully registered?

Thanks.

Matthew Thompson
Rank
Userlevel 2

What on earth?!?!

 

Went to check my useage last night and started this whole "we've updated our app" malarkey. I got the 'bear with us message' last night so I've tried again just now and, after waiting 5 minutes or so in the 'virtual queue' I enter my first name, second name, password and then confirm my password and ....... Get a message saying that password should not contain first name, last name or email ........ IT DIDN'T!

I’ve had the same thing all day today. That was after two weeks of the “Bear with us” page, there is obviously a major issue with this new app, however nobody seems bothered about it. I have made an official complaint which seems to be the only option to get customer service to listen to the problem. Although they say I will be contacted by the Complaints Team within 3 days, I shall not be holding my breath!

Morning @Debsians,

We understand the rollout of the iD Mobile app has not gone as expected. However, we continue to make steps in the right direction daily. While not ideal, this article provides an alternative process for customers for all, bar one, functions of the app. Is there a particular action you’d like to do, or have you now successfully registered?

Thanks.

Matthew Thompson
Rank
Userlevel 2

Been an I.D. customer for years.  Am classified as vulnerable due to brain injury.

I have tried at least 15 times to Register for the new APP...says phone too old...which is rollocks!

So tried via Web.  Eventually at 0745 this morning it says ‘success’ (after c10 x attempts).  BUT it won’t allow me to input the telephone number...just get the “oops there’s a problem try again”...so USELESS.

This is a total nightmare...locked out with mobile AND computer.  I NEED to know Data useage regularly…  I have slow broadband so can’t sit on LIVE CHAT for hours only to be told nothing new.  

Who cares about 100k customer have reg’d...that was 14 days ago!  And if you’ve only 100k customers then not much of a company!  More likely about 1% have registered - 99% with NO access due to faulty software upgrade... 

Will I.D. give ALL its customers a £10+ CREDIT for this hassle (turn it into a positive marketing nightmare!)...as it’s a real farce for an I.T. focussed company?! 

Meanwhile, if I go over my data, as it is NOT my fault your system is faulty, blocking me, I shall assume I.D. Mobile will waive all penalties UNTIL your website is in full working order as I do believe it is contracted to do.

I shall keep trying to input my phone number to link to the ‘new ac’...but might die meanwhile with the time it’s taking…!

 

Morning @Ruggy,

Are you still facing issues adding your mobile number to the iD Mobile app? If so, please reply to this message and I’ll send you a Private Message to figure out why. If you need to check your Data Usage, the quickest way to do so is to call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device).

Thanks.

Matthew Thompson
Rank
Userlevel 2

I try to register to my account on this new bogus app.

It keeps asking for password with no first name or last name or email.

Demand special characters blablah blah. 

I have now tried all the possible ways of making any password but system won't allow me

Issue is not making a new app only but also it is demanding a password for Fort Knox. 

 

How are we going to be paying without seeing what we are using? 

 

I have been on computer for almost 3 hours and no way I can see my account nor can I make a password word. 

It's system is denied all the possible password on earth. Lord of passwords has fainted.

Can someone please wake up and fix this issues with app.

In Kenya, somaliland, Uganda, all this countries mobile are seriously perfect in Africa. 

Thus this is UK, we are being ripped off daily. .…

No compensation for list money and data while we all whinning about the same issue. 

100.000 people have access, !  What's that got to do with me, I need to see what I pay for the app. 

Honesty shames no one,.. I took hat off for my b..…

But my id mobile app is down for weeks.

Today I was added ons for 3gb £ 8 worth of GB without me asking for it while I was chatting with Mr. Chimusa I'd mobile employee. 

You steal from vulnerable people who chat in to ask why app is not working. 

If I had my app working I wouldn't have ran out of data. 

You made us lose money. 

How can you put money in prepaid meter if you can not see balance. 

It's a reap off. 

I am tired. 

 

Good morning @Khalid Ahmed,

There was a brief glitch with passwords not being accepted yesterday, which has now be resolved. Please try registering again through my.idmobile.co.uk, you should have more luck!

Thanks.

Debsians
Rank
Userlevel 3

Your brief glitch is still ongoing! 15 days and counting 🤬

Brian Lyell
Rank
Userlevel 1

I have tried a number of times but still cannot get onto my account on app or web.

 

The web asks me,(after a long wait) to

Create account.

Please tell us your name and create a secure password for the email address .

 

But when I put a password in, sometimes it just loops back to the same screen and other times I get the message..

Password must not include first name, last name or email.

BUT I have not used any of them. its a random password!

 

Been at this 2 hours now and even the chat were totaly unhelpful

 

 

 

 

 

Thats me sorted now, both on web and app thanks, as I eally like ID the connection speed here is amazing at around 900Mg..

 

 

R
Rank
Userlevel 1

Thanks for update.  Managed to get in at 0725 this morning...so was worth trying very early!!  Working OK now as long as access via WEB and NOT the App!

No further comment on this...unless I can’t access again!  Thks

P

S I X T E E N days and counting. . . and still getting the OOPS message!

I've had enough. Got my PAC and passed it to o2.

Good bye iD 

Debbie Skidmore
Rank
Userlevel 1

Well I still can't register on the app or going through the website on my laptop. Same stupid bear with us message. Those of you that have registered through website how did you do it? 

K
Rank
Userlevel 1

Still getting the "oops something went wrong" message. It's been too long now. Starting to look elsewhere which is a shame since I have been with ID since 2018.

Not good enough..

Matthew Thompson
Rank
Userlevel 2

S I X T E E N days and counting. . . and still getting the OOPS message!

I've had enough. Got my PAC and passed it to o2.

Good bye iD 


Morning @pezzeq,

We are sorry to hear your frustrations. Best of luck with O2.

Thanks.

Matthew Thompson
Rank
Userlevel 2

Well I still can't register on the app or going through the website on my laptop. Same stupid bear with us message. Those of you that have registered through website how did you do it? 


Morning @Debbie Skidmore,

A few customers have had success using a Private or Incognito Tab when registering online through my.idmobile.co.uk. Please give this a go and let me know if it works.

Thanks!

Matthew Thompson
Rank
Userlevel 2

Still getting the "oops something went wrong" message. It's been too long now. Starting to look elsewhere which is a shame since I have been with ID since 2018.

Not good enough..


Morning @KeithWM,


Are you by chance on an Unlimited Data tariff? We’re aware this is causing the “Oops” error from time to time. If not, please let me know.

Thanks.

K
Rank
Userlevel 1

No. I am on a limited Data monthly sim only 

Matthew Thompson
Rank
Userlevel 2

Morning @KeithWM,

Thank you for confirming. I’ve checked with the team, this is due to an API error - which is affecting a small subset of customers, not just those on Unlimited Plans. The good news, an expected fix is currently being Beta tested, so expect it to be resolved soon!

Thanks.

Woody99
Rank

Why has this even happened are Devs that bad now they cant move details over anymore, i have seen it too many times and its ridiculous - not good for any exisiting customer - my Bank did it - Three did it and that still is not resolved a year later and now you guys, what are you actually paying these Tech Bros for?? Functionality is not one

C
Rank

This is a joke I been Tring to get on the app for months now as my network keeps dropping out and no1 can hear me or anything and can't get any help at all.

R
Rank
Userlevel 1

I open the app and I am told I need to instal an updated version which I do -and what happens after I’ve done that -I get the green screen with ID mobile in the middle and that’s it . No screen to enter a password or anything .

Totally useless. How much are the people who attempted to create the new app on? 

Matthew Thompson
Rank
Userlevel 2

Why has this even happened are Devs that bad now they cant move details over anymore, i have seen it too many times and its ridiculous - not good for any exisiting customer - my Bank did it - Three did it and that still is not resolved a year later and now you guys, what are you actually paying these Tech Bros for?? Functionality is not one


Afternoon @Woody99,

To enable new features, such as adding multiple plans, we require customers to re-register via the app or My Account online. This would not be possible using the previous database.

Thanks.

Matthew Thompson
Rank
Userlevel 2

This is a joke I been Tring to get on the app for months now as my network keeps dropping out and no1 can hear me or anything and can't get any help at all.


Hey @CNbrod,

I’m sorry to hear you’ve had issues using the iD Mobile app for months. Is there a particular error message you get? Check out this link: https://www.idmobile.co.uk/help-and-advice/coverage to view coverage in areas you may not be getting signal.

Thanks.

Matthew Thompson
Rank
Userlevel 2

Morning @KeithWM,

Thank you for confirming. I’ve checked with the team, this is due to an API error - which is affecting a small subset of customers, not just those on Unlimited Plans. The good news, an expected fix is currently being Beta tested, so expect it to be resolved soon!

Thanks.

STILL NOT WORKING ! Deleted old app, installed new app..STILL NOT WORKING ! Im disabled and this is a nightmare !

Hi @Kev Roberts,

What error are you facing?

Thanks.

Matthew Thompson
Rank
Userlevel 2

I open the app and I am told I need to instal an updated version which I do -and what happens after I’ve done that -I get the green screen with ID mobile in the middle and that’s it . No screen to enter a password or anything .

Totally useless. How much are the people who attempted to create the new app on? 

Hey @redlew,

Is this issue on-going? Are you using an Android or iPhone? I often find if an app doesn’t work a Force Quit of the application or a restart of your phone fixes things!

Thanks.

A
Rank

This is a joke I been Tring to get on the app for months now as my network keeps dropping out and no1 can hear me or anything and can't get any help at all.

Even before this debacle I get horrendous service with ID Mobile in really specific spots which are everywhere. For example, Waterloo Station in central London, 4-5 bars show but no data or calls. Happens in multiple other locations and support were useless, sent out a new SIM which did nothing. I suspect it’s work on upgrading masts but is the reason I won’t ever use ID/Three again.

A
Rank

I still can’t login to my account via app or website. I just get the ‘wait 24 hours’ holding page. How can a company of this size function when customers can’t access their online account for not just days but weeks?!

(have updated app, tried via icognito etc on web and mobile, on and off wifi)

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