Where to get help and support from iD Mobile

Where to get help and support from iD Mobile
iD Mobile
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Want to manage your account, have a general question or need an answer urgently? We offer different types of support depending on what you’d like help with. Take a look below to find out more.

 

I want to check my allowances, manage my iD account or make a change to my plan.

You can view your bills, buy an add-on, set or change your Bill Cap, make a manual payment or amend your Direct Debit details, change or upgrade your plan and lots more.

Here’s an article on ‘What you can do in the iD Mobile app and My Account online’

Having trouble registering or forgotten your login details? Check out this troubleshooting article.

 

I need some information on how to do something or want to know how something works.

  • Go to the iD Community

If you’re viewing this article, you’re already on the Community – welcome!

The community is jam-packed with information about how your iD Mobile plan works. You can find out when you get billed and how bills are calculated, find out if you’re eligible to upgrade, how to cancel your contract or process a return, how to enable WiFi Calling and much more.

If you’ve got a question, pop it in the search bar above. If you don’t find your answer, simply register and ask the Community. You’ll usually get an answer within a few of hours. Remember the Community is a public forum, so don’t share any of your personal or account information.

Don’t forget to check out our blog articles and competitions while you’re here.

Find out more about ‘How to use the iD Community’

 

I have a specific question about something to do with my account, such as a query about something on my bill, getting a PUK code or a technical issue.

  • Live Chat

Our Live Chat agents are on hand for assistance between 9am – 8pm Monday to Friday and 9am – 6pm Saturday and Sunday.

Please note: If the Live Chat button appears as unavailable during open our hours (between 9am – 8pm Monday to Friday and 9am – 6pm Saturday and Sunday) it means all our agents are currently busy assisting other customers and there may be a short wait. You don’t need to refresh your screen. The Live Chat button will automatically appear available when an agent is free, so please bear with us.

You can contact our Live Chat team here

 

Check out some of our common questions and answers:

I want to make a payment 

You can make a manual payment or set up or amend your Direct Debit details in the iD Mobile app or My Account online. You can also make a payment using our automated service by calling 7777 from your iD phone, or 0333 003 7777 from a landline or other mobile (charges may vary). Simply enter your payment amount and card details when requested. 

I need to report my SIM/phone as lost or stolen

You can report your SIM/phone as lost or stolen using the iD Mobile app or My Account online. Or you can do this through our automated service by calling 7777 or by calling 0333 003 7777 from a landline or other mobile (charges may vary). Select option 5 to report your phone lost or stolen.

I need a replacement SIM

You can get a replacement SIM by talking to one of our Live Chat agents.

There’s a delay in transferring my number over to iD

It should take no longer than one working day (Monday – Friday) for your number to transfer to iD. If it’s taken longer than that, contact us via Live Chat and we’ll look into it for you. 

I need help with my phone settings

No need to contact us, all the information you need can be found here on the Community. If you’re unable to find your answer, some of our members are tech experts (and sometimes know more than we do), who’ll help.

My phone is asking for a PUK code

If your SIM card’s blocked and you’re being asked for a PUK Code, then you’ll need to speak to one of our Live Chat agents.

Why have I been charged more than usual this month?

There can be a number of reasons why your bill may be higher than expected. The first thing to do is check your bill, if you’ve not done so already. You can download a PDF bill using the iD Mobile app or My Account online. You’ll find a complete breakdown of charges on the ‘Your bill breakdown’ page. If you’re still unsure, checkout our ‘Charges’ page, it’s got a clear explanation of what charges you may incur when using your phone. Finally, if you’re still unsure, contact the Live Chat team.

30 replies

Mohammed
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Userlevel 7
Badge +10

Hey @Brianhv 

Not sure what number that 020 one is that you called but doesn’t look like our contact number.

Our Support is also online, but we do have a number reserved for our most Vulnerable customers (which is not the one above).

I’ve removed any personal details from your post for security reasons.

 

As for your query, you may have requested to keep your number, but you would have also selected a date to keep this.

We still need to connect your SIM with a number on the network in order to replace this with the one you chose..

In this case, you’ll get a “temporary” number which is the one above.

Then, whatever date you chose to keep your number on is the date your number switches over, thus replacing this.

Apologies if this was not made clearer. Info on this here: https://www.idmobile.co.uk/help-and-advice/switching-to-idmobile

 

All ports work the same way, so even if you joined another network, the process is still the same.

Your contract is always connected with a number at any given time.

PAC codes only replace a number, they can’t be used to connect the SIM with your desired number at the point of purchase.

 

Yes we could not send an email with the temporary number, however, there are lots of users who do chose to use a new number also, and we’re not able to only send these to x people who have not submitted a request to keep their number.

The email is sent on all connections.

 

As advised above, cancelling your Direct Debit won’t cancel the contract and may only negatively impact you.

If you wish to cancel, let us know and we can PM you here.

 

Mohammed

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.
andewhite
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Userlevel 8
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Ref my recent order No. 127656615: Transaction number:- 438301169

I have thus far received two emails concerning this order, both quoting new number 07453163169.

During the order process I requested retaining my existing mobile 0xxxxxx5163, submitting the required PAC details as requested.

Wishing to make sure the order/porting instruction was to be properly carried out, I have spent most of this morning trying every-which-way to contact someone - anyone - at iD to put my mind at rest. All to no avail.

After a wait of almost twenty minutes on telephone No 02071391397, I at last spoke with some person claiming to represent iD. Clearly unable or unwilling to help, he directed me back to your unfathomable iD website before rather rudely ringing off on me. Very annoying!

This is not good enough, and certainly not the sort of service I intend to tie myself to should contact be necessary in the future.

I’ve come across some rubbish service provider interfaces over my last 30 or so years on line, but iD beats them all - and beats them hands down.  

Please cancel the above referred order. I have already made it my business to cancel the Standing Order instruction to my bank. I shall return, unopened, the iD SIM card which arrived with today’s post and unless the return address is a state secret please be good enough to share it with me. Otherwise, after 7 days it will be binned.

I look forward to your acknowledgement of this cancellation order and having nothing further to do with iD.

Personal and contact details as-per the quoted order.

 

Hopefully a bad actor or scammer doesn’t do something with the information you’ve posted in this public forum @Brianhv. 

Cancelling the direct debit doesn’t cancel your contract with iD. I’d suggest you cancel your order, during the cooling off period instead - less likely to end up with missed payments on your iD contract and the potential problems that might cause.

 

B
Rank


Ref my recent order No. REMOVED: Transaction number:- REMOVED

I have thus far received two emails concerning this order, both quoting new number REMOVED.

During the order process I requested retaining my existing mobile 0xxxxxx5163, submitting the required PAC details as requested.

Wishing to make sure the order/porting instruction was to be properly carried out, I have spent most of this morning trying every-which-way to contact someone - anyone - at iD to put my mind at rest. All to no avail.

After a wait of almost twenty minutes on telephone No 02071391397, I at last spoke with some person claiming to represent iD. Clearly unable or unwilling to help, he directed me back to your unfathomable iD website before rather rudely ringing off on me. Very annoying!

This is not good enough, and certainly not the sort of service I intend to tie myself to should contact be necessary in the future.

I’ve come across some rubbish service provider interfaces over my last 30 or so years on line, but iD beats them all - and beats them hands down.  

Please cancel the above referred order. I have already made it my business to cancel the Standing Order instruction to my bank. I shall return, unopened, the iD SIM card which arrived with today’s post and unless the return address is a state secret please be good enough to share it with me. Otherwise, after 7 days it will be binned.

I look forward to your acknowledgement of this cancellation order and having nothing further to do with iD.

Personal and contact details as-per the quoted order.

 

Kash
Rank
Userlevel 7
Badge +7

Hi @Smithy86,

Sorry to hear that you haven’t had a call back.

If you are still waiting for a reply/update please get back to us here and we can take a look at it via PM.

 

Kash

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.
S
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Il give them another 48hours if no reply il take it higher 

andewhite
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Userlevel 8
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Yea just wait for a call they been saying for 3 days 

So the social media team have told you wait for a call? 
Call from who exactly?

All seems very odd @Smithy86, and yet another example of the awful customer service iD Mobile provide.

S
Rank

Yea just wait for a call they been saying for 3 days 

andewhite
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Userlevel 8
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So just got off the phone to them. The chap said credit check failed. As I have to many lines with them. I have one line only. I reckon the lady has put the change of colour through as a new order. Surley if I failed back on the 15th it wouldn’t have went through and no funds would have been taken from my account. I’ve been with them 2 years never missed a payment. I also have confirmation of the order and contract 

Indeed @Smithy86, sounds like iD goofed and created a new order instead of amending your original order.

Have you tried getting assistance from the iD social media customer service team?

They’re available through facebook (by Messenger), or Twitter (by Direct Message). 

Good luck @Smithy86. 

 

S
Rank

So just got off the phone to them. The chap said credit check failed. As I have to many lines with them. I have one line only. I reckon the lady has put the change of colour through as a new order. Surley if I failed back on the 15th it wouldn’t have went through and no funds would have been taken from my account. I’ve been with them 2 years never missed a payment. I also have confirmation of the order and contract 

S
Rank

Tried that. Told me they will call bk 

andewhite
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Userlevel 8
Badge +9

Hi I need help with my order I ordered a iPhone 11 64gb in white on the 15/11/2022. I called yesterday to be told white is on back order so I agreed to have in black instead. I’ve paid the upfront fee on the 15th. I was supposed to get the phone today. I called and they said it wasn’t sent as needed to pay upfront cost. This has already been paid order number 123963896

Okay @Smithy86, sounds like iD Mobile have goofed with your order.

Maybe call the iD sales team on 020 7139 1397 (during normal office hours), or get in-touch with the iD social media customer support team on facebook (using Messenger), or Twitter (by Direct Message) for assistance.

Good luck @Smithy86. 

S
Rank

Hi I need help with my order I ordered a iPhone 11 64gb in white on the 15/11/2022. I called yesterday to be told white is on back order so I agreed to have in black instead. I’ve paid the upfront fee on the 15th. I was supposed to get the phone today. I called and they said it wasn’t sent as needed to pay upfront cost. This has already been paid order number 123963896

Mohsin
Rank
Userlevel 6
Badge +4

HI @APurpleG 

I can see the Private Message has been sent and we have not heard anything back from you. Please click your Community icon profile on the top right of the page and then select Private Messages to view this. Once done we can look into the time you have been without service.

-Mohsin

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.
APurpleG
Rank

Hi Mohsin, Thank you for your reply - I’m sure you are obliged to write it but tell your company; I don’t appreciate being thanked for something I have absolutely no choice about, ie my patience.

I clicked on my profile, but there was NO indication of a message anywhere on the page it took me to! As I’m not great at tech I asked a friend to do it and make sure I was ‘Doing it right’. I am doing it right, yet again ID fails. 

My replacement SIM card arrived on the 25th April, exactly 1 month since the original stopped working, I couldn’t cope with the stress, hassle and utter ineffectiveness of using ID online to activate the SIM, I went to the Carphone warehouse, where I could be sure of great service.

ID have offered me Ten pounds for having NO service for a month and all the other inconveniences, hassle, time, energy, risks and costs. I think that is insulting, (as are the environmentally damaging, useless and unwanted vouchers that came with the replacement SIM!)

I expect a FULL refund of my monthly payment, I have been in touch with OFFCOM, if I’m not happy with your resolution I will contact them again and put my formal complaint through.

YOURS

Alison Purple Grindley.

By all means contact me on 07401244410 or alisonpurplegrindley@gmail.com

Mohsin
Rank
Userlevel 6
Badge +4

Hi @APurpleG 

We understand how frustrating this must be on your end and thank you for your continued patience. We have sent you a Private message to check if your sim card has been processed, To view the message sent, simply click on your profile icon on the top right and select Private Messages.

-Mohsin

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.
APurpleG
Rank

Hi Mohsin, I have had a very poor experience with ID mobile, I had to cycle to a carphone warehouse to get the problem sorted, (I’m nearly 60 and I really seriously don’t appreciate having to cycle so far just because of the uninformative, inept jobsworth from ID that I spoke to and his bad attitude and massive lack of help on the phone.) The customer service there was great, they had a live chat with someone from ID, and clarified the problem, which turned out to be your sim card, not my phone, not me and not anything else the jobsworth insisted on.

I was assured a new sim card would be sent to me within 2 to 3 working days. Its been 5 working days. No sim card.

My phone hasn’t functioned properly for around 3 weeks now, I shouldn’t have to pay for this months service as I haven’t had it, If the sim doesn’t arrive on Monday I should cancel my payments and take this matter up with Offcom.

yours most sincerely

A.P.Grindley

Mohsin
Rank
Userlevel 6
Badge +4

HI @APurpleG 

We are sorry to hear this. It seems like you have had a poor experience here. We will send you a Private Message now so we can look into your issue and help with resolving this. 

-Mohsin

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.
APurpleG
Rank

I’LL MAKE IT EASIER FOR OTHERS. . ..  LEAVE ID, THEY ARE A BUNCH OF OFFICIOUS, IRRESPONSIBLE, GREEDY, UNCARING JOBSWORTHS.

APurpleG
Rank

NO HELP, NO SUPPORT.

APurpleG
Rank

This network is ABSOLUTELY useless, I’m leaving. I can’t get any info without jumping through hoops. VERY DISAPPOINTED WITH ID.

Mohammed
Rank
Userlevel 7
Badge +10

Hello @James95,

I’ve sent you a PM via a different topic you posted on.

Please check your messages so we can look into this.

 

Mohammed

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.
J
Userlevel 1

I’ve received a text saying I’m leaving my pay monthly plan and moving to pays you go but I’ve not personally done this I only got my new contract on Thursday 

Ryan
Rank
Userlevel 6
Badge +10

Hi @Jorge,

Have you tried contacting our Live Chat for help with this? They can be found here.

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.
Jorge
Rank
Userlevel 1

I just upgraded my phone and I want to unlock my old iPhone, but I can’t find a way to it. Can anyone help?

Ryan
Rank
Userlevel 6
Badge +10

Hi @harleyjoker2020,

What happens when you try to call that number? You can also dial 7777 from your iD Mobile phone to access the automated services. You can also speak to our Live Chat Team here.

@Audrey Truman we can’t see any other messages that you have sent here so we apologise if you feel we are ignoring you. What does your bill show for each message and are you sure they are not charging you for incoming messages as this is what some subscription services do and you can often identify this by checking if there is a short 5 digit number mentioned. This will be on your bill. Let us know what you see.

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.

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