blacklisting a phone

Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@bobby2903  

The advisers work until 8pm on weekdays - just tell the 24/7 chatbot you’d like to “talk to a person”.

Just to add in case the SIM is still in it

• My phone is lost or has been stolen. What should I do? F.A.Q.

It's important to block your SIM as soon as possible as you may be liable for any usage that occurs on your SIM before a block is placed. Blacklisting your phone targets the phone's IMEI (International Mobile Equipment Identity), so when someone goes to insert a SIM card to use it - the phone won't be able to connect to a network. You can block your SIM card in just a few minutes. Here’s how to do it:

• iD Mobile app or My Account online.

 Go to Plan > ‘SIM and Phone Management > ’Block SIM’. If you wish to blacklist you phone, you’ll need to speak to one of our Live Chat agents.

• Call our Automated Phone Service.

Call 0333 003 7777 from any phone. Once processed, we’ll suspend your SIM, and the last phone associated with the SIM will be blacklisted.

• Live Chat.

One of our agents can help you block your SIM card and blacklist your phone.

Hello ​@bobby2903 

Thank you for getting in touch. 

We apologise for the delay in response. 

Do you still require assistance with getting the handset blacklisted? 

Thanks, 

Nat 

Hi everyone,  thanks for trying to help me.

I did get in touch with ID mobile AI chat and eventually a real person I think.

That's when the loss of my phone became an even worse nightmare.

Instead of blacklisting my lost phone, my newly purchased phone was blacklisted.

Unfortunately I didn't know this at the time and had at least another 3 very long chats resetting my mobile network, taking the sim out, restarting my phone. Putting my wife's sim in my phone , putting mine in hers etc etc.

I was finally told that my phone was blacklisted and that it would be taken off within an hour.

The following day I still had a useless phone so after another call I was advised to go into a Currys electrical shop and see a technician.

He very quickly found out that the phone was still blacklisted and spoke to someone at ID mobile who have sent me an email .

It could still take another 72 hrs before I can use my phone again, but that seems like wishful thinking at the moment.

It's now been 5 days since I lost my phone.

I still don't know if my lost phone has been blacklisted and need proof of use for insurance purposes.

So my experience so far has been very stressful and unproductive.

Surely when a real person looks at your account , they can tell if it's blacklisted. It would have saved me and the company many wasted hours trying to fix random no signal problems.

Thanks for the link to "chat' I don't know what i would have done without it.

We can but try.

Although I’ve never endured their Live Chat from the snippets I’ve seen dotted around these forums when a human takes over it should show their name - you can if you think iD are at fault to request them to review the transcript.

You’d have thought that when staff go back in and read the previous notes they would’ve twigged the wrong phone got put in phone jail without the need for an additional 2 chat sessions - maybe iD should have a marker put on the accounts to prevent this from happening again….

regardless as to who was at fault in blacklisting the wrong phone, I personally would put a complaint in as it should (as they said it) have taken only 1 hour to release the newest phone.

Again, I would add this to the complaint if this happened to me. If you so decide then:

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

I have to agree. And its at times like these I question is a no frills MVNO worth the cost saving.

You would rightly expect a chat session whereby the phone in question is confirmed by both parties prior to blacklisting and only then is this done. And being as we’re only human after all when a customer contacts them it should be blatantly obvious a blacklist request was put in and that if your latest phone then stops working it would likely have been due to the last request on the account.

Anyway, I really do hope they sorted this out by now.

Hello ​@bobby2903 

Thank you for getting back in touch. 

We are very sorry to hear of your experience, this is not the level of service we aim to deliver. 

Have you had any updates regarding the handset being reinstated? If not, please let us know and we will send you a private message to look in to this further.

Thanks, 

Nat 

Hi Natalie

Thanks for getting in touch..everything is sorted now.

I have apologised to ID mobile as it was not totally their fault.

Long story short.

Lost my phone..cancelled the sim.

Bought a replacement phone from Ebay.

Put insurance claim in for phone..

Was told to get my lost phone blacklisted , so got intouch with ID mobile BUT they blacklisted my new phone instead.

After a few days they said the blacklisting had been taken off...but I still couldn't use my phone.

So I thought it was still blacklisted by them, it turns out my new phone was already blacklisted a month before I bought it so having to now try and reclaim money for it from the seller.

So again thanks for your help and again apologies. 

Bob

Hey there ​@bobby2903, we’re glad to hear all is sorted, and no apologies needed, these things happen!

We’re just glad to have it resolved with you now.

Have a great day!

Thanks,

Tyler