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Question

bavk of my phone craked while charging

  • February 19, 2026
  • 2 replies
  • 16 views
C
Community Member

Hi, I’m contacting you regarding my phone on my iD Mobile contract.

The back of the phone has fully cracked despite the device not being dropped, hit, or otherwise physically damaged. The damage appeared unexpectedly during normal use.

As the phone has been used carefully and the issue occurred without accidental damage, I would like this to be assessed as a potential manufacturing fault under warranty and my consumer rights.

Please advise on the next steps for inspection, repair, or replacement.

I look forward to your prompt response. Thank you.

    2 replies

    Z
    iD Mobile Employee
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    • Zandile M
    • iD Mobile Employee
    • February 19, 2026

    Hi ​@Cathcart1984 

     

    Thank you for getting in touch with us. 

     

    We’re sorry to hear about the damage to your phone and understand your concern, especially as it occurred without any accidental impact. Since the device has been used carefully and the issue appeared unexpectedly, we can certainly assess this as a potential manufacturing fault under your warranty and consumer rights. Please take your phone to your nearest Currys store so it can be assessed.

    The store will be able to check the device and guide you on the next steps for repair or replacement under warranty. Make sure to bring your proof of purchase and any relevant account information with you.

     

    Thank you,

    Zandile 

    The iD Mobile Team 

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    Decembersangel72
    Gold Contributor
    Forum|alt.badge.img+16

    Hi ​@Cathcart1984 

    If your phone develops a fault within 30 days of purchase contact iD Mobile at:-

    https://www.idmobile.co.uk/live-chat and they'll arrange an exchange.

    (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday).

    When contacting Live Chat, type ‘talk to a person’ in the dialogue box and this will bypass the chatbot. Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
     

    The iD Mobile sales team can also be reached by phone on 020 7139 1397. 
    Their operating hours are between 9 am and 6 pm, Monday to Friday


    If your phone develops a fault after 30 days and is within the warranty period (iD Mobile offers a 12-month manufacturer warranty for new and refurbished phones, covering functional defects, software, and hardware issues), they'll repair it for you through a Currys store.

    Hope this helps x

    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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