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MetalMan
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December 3, 2024
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Actually contact a Human Being

  • December 3, 2024
  • 14 replies
  • 10182 views

I am being told I will have to pay £94.00 to end my contract. When I started with ID Mobile I selected sim only pay as you go £5.00 a month set up for an emergency use phone. I no longer need this so I have spent a couple of days trying to contact ID Mobile to find out why I am listed as having a contract and why the final bill price is going up rather than down. It is absolutely impossible to email ID or to get any actual contact details, everything I try just goes round in circles with no proper contact. Even the online chat does not work (at least not for me). All I really am asking for is a copy of the original contract and a date on which I can leave without ridiculous costs involved. Does anyone know an email address or a phone number to an actual human being. Even the Complaints department is in Cape Town, South Africa.

    Best answer by Daz_S

    If I may

    I am being told I will have to pay £94.00 to end my contract. When I started with ID Mobile I selected sim only pay as you go £5.00 a month set up for an emergency use phone.

     

    If you install the iD mobile app (if you haven’t already) or use the online portal - https://my.idmobile.co.uk/login

    Click Plan, then look for Contract details and click on the down arrow (v) it’ll show you when you started the contract and the contract duration.

    It does sound like you may have signed up to either a 12 or 24 month SIM only contract and not a PAYG contract but the above method to view the contract will tell you.

     

    I no longer need this so I have spent a couple of days trying to contact ID Mobile to find out why I am listed as having a contract and why the final bill price is going up rather than down.

     

    If it transpires this is a PAYG then iD have got this wrong.

    However if it states 12 or 24 months for your contract details then it does look like you bought the wrong deal.

     

    It is absolutely impossible to email ID or to get any actual contact details, everything I try just goes round in circles with no proper contact. Even the online chat does not work (at least not for me).

     

    They do have these social methods for contacting them -

     

    However with live chat it is advisable to start the chat with speak to person or talk to person to bypass their automated chat bot.

    If you don’t see chat then this might help

     

    All I really am asking for is a copy of the original contract and a date on which I can leave without ridiculous costs involved.

     

    Live chat might be able to provide a copy of your contract, but using the app or online link above would tell you straight away. You have to count the months from when it started which will then let you work out how long is left.

     

    I know this is a lot, but I’m only trying to help

     

    14 replies

    Show previous replies
    James Cramer
    Active Contributor
    James Cramer
    Active Contributor
    June 15, 2026

    PLEASE DO NOT BUY A NEW PHONE FROM ANOTHER OUTLET WITH A MONTHLY CONTRACT WITH ID MOBILE IF YOU ALREADY HAVE A SIM ONLY ACCOUNT WITH ID MOBILE.

    I see a great plan on the Curry's website for a refurbished Samsung Galaxy A71 with 500gb for only £14.99. I was already with ID mobile having a £6 a month sim only contract and thought it was be easy dealing with the same company. I will be able to keep my old number which I have had for over 15 years. 

    But oh no, the useless Robot called support said I'm sorry but you cannot exchange your old number over the same network. So, please be careful when ordering from outside ID mobile because they want you to upgrade with them but unfortunately there great deals are nowhere near as good as somewhere like Curry's. 

    BEWARE!!!

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    June 16, 2026

    Hi ​@James Cramer,

     

    We're sorry to hear about your experience and appreciate you taking the time to share your feedback.

     

    We understand how frustrating this must have been, especially when you were hoping to keep a number you've had for many years. Unfortunately, iD Mobile doesn't support internal number transfers between two separate iD Mobile accounts, which is why it isn't possible to move your existing number onto a new iD Mobile contract purchased through another retailer.

     

    If keeping your existing number is important, the correct option is to upgrade your existing iD Mobile plan rather than taking out a new contract. We appreciate this may not have been clear before you placed your order, and we'll make sure your feedback is passed on.

     

    As you've already purchased the new plan, we'd recommend contacting the point of sale to see if they can arrange a return of the new order. Once that's been done, you can get in touch with our Sales team, who'll be able to help you upgrade your existing plan correctly while keeping your current number.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    James Cramer
    Active Contributor
    James Cramer
    Active Contributor
    June 16, 2026

    Hi Gemma,

    Thank you for the quick reply. 

    It does not state anywhere that you cannot go to another supplier who has a better upgrade than ID mobile and not be able to transfer your original number. 

    The reason for going through Curry's for a new phone and contract with ID mobile was because ID mobile upgrade could not get close to the deal from Curry's. 

    I cannot understand why ID mobile upgrade is so far off the mark for new phones and plans and yet you can get a better deal through a third party. 

    Kind Regards 

    Jim

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    June 16, 2026

    Hi ​@James Cramer,

     

    Thanks for getting in touch, and sorry for any confusion around this.

     

    To clarify, PAC codes are intended for transferring your mobile number from iD Mobile to a different network, rather than moving a number between two iD Mobile contracts.

     

    This is outlined in our terms under Section 8.6.5, which explains that a PAC is used to port your number to another provider, confirming that it applies when switching away from iD Mobile rather than between iD Mobile accounts.

     

    This is also reflected in guidance shared via iD Mobile Community, where it is explained that PAC codes are used for transferring your number to another network only, and that internal number transfers between iD Mobile contracts are not supported. If you wish to keep your existing number within iD Mobile, this would need to be done via an upgrade on your current plan.

     

    We appreciate this may not have been clear, and we’re sorry for any inconvenience caused.

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

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

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