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broken phone


My daughter's phone is broken . It is on an Id mobile contract. It says she can't upgrade until June 2021. Can you email me with information about what I can do as obviously paying for a phone she can't use. It's not broken screen or anything like that the phone is just not working. Screen is going mad and you can't do anything on it. 

 

Best answer by Will R

Hi @Sarah Johncock,

 

Have you checked your iD Account to see if you’re eligible to upgrade yet?

 

Edit: Sorry, just seen on the first post that you advised you have. Unfortunately you’re unable to upgrade earlier than the date given there.

 

Are you able to advise the make and model of the handset please and let us know how long you’ve had it?

 

Will

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16 replies

  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

Can someone Reply please


  • Community Member
  • 0 replies
  • February 4, 2021

Try the following steps. Good luck.

  1. Try restarting the phone.
  2. Let the power drain out of it fully and charge up again.
  3. Does your phone have a screen protector on it? If yes, remove it, and clean the glass. If there is a small bit of dirt between the protector and the glass it can cause something similar. Most modern phones do not require screen protectors, they where more a necessity of earlier gorilla glass versions.
  4. Or lastly, use a search engine and find a phone repair shop near you. They may be able to help. as the screen may need replacing.

  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

Tried all that it's the actual phone. I don't want to waste money fixing it when I am.upgrading soon anyway so can I upgrade now please as I'm paying for a phone not able to use..


  • Community Member
  • 0 replies
  • February 4, 2021

You tried a repair shop?


  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

No there is no point me using a repair shop when want to upgrade so can I please upgrade 


  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

Or cancel the contract completely 


  • Community Member
  • 0 replies
  • February 4, 2021

FYI, if you look at my name, you will see that I’m not flagged as an ID employee, but I would be surprised if they let you upgrade early.

If you do not ask a professional to look at it, you don’t know how much it would cost to repair.

You other option is just to buy a new phone.


  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

Sorry I didn't realise you were not an employee.didnt look at name. Frustrating as ever not being able to phone them or speak to anyone 

 

 


Will R
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • Answer
  • February 4, 2021

Hi @Sarah Johncock,

 

Have you checked your iD Account to see if you’re eligible to upgrade yet?

 

Edit: Sorry, just seen on the first post that you advised you have. Unfortunately you’re unable to upgrade earlier than the date given there.

 

Are you able to advise the make and model of the handset please and let us know how long you’ve had it?

 

Will


  • Author
  • Community Member
  • 0 replies
  • February 4, 2021

August 2019. Huawei p smart 


Mohsin
iD Mobile Employee
  • iD Mobile Employee
  • 2173 replies
  • February 4, 2021

Hi @Sarah Johncock 

You are still within 24 months Manufacturers Warranty, so Huawei can repair this fault if there is no physical damage on the phone. We would advise contacting Huawei directly and book your phone in for repair through them.

-Mohsin


  • Author
  • Community Member
  • 0 replies
  • February 7, 2021

Can I pay to cancel the contract please so I can leave and get a new phone with another provider 


  • Community Member
  • 0 replies
  • February 7, 2021

You do know you can buy a new phone on Amazon etc. Just pick up an unlocked phone and put the sim in.


Mohammed H
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • February 8, 2021
Sarah Johncock wrote:

Can I pay to cancel the contract please so I can leave and get a new phone with another provider 

 

Hello @Sarah Johncock,

 

You can do what @Leverz  suggested but if you still want to cancel, I’ll PM you anyway so we can confirm how much it’ll cost to cancel.

Though we do recommend getting it repaired if it isn’t physically damaged as the handset is under warranty and it’s disappointing you’d be willing to pay to get a new device when you should be able to get yours repaired for free under warranty (again, providing the handset isn’t physically damaged).

 

Please check your PMs.

 

Mohammed


  • Author
  • Community Member
  • 0 replies
  • February 10, 2021

We will need to pay to cancel the contract and transfer the number to a new provider as we want a new device ..she thinks it fell off her desk at school so although screen not broken it's shocked it to the side so won't be under warranty 


Will R
iD Mobile Employee
  • iD Mobile Employee
  • 4103 replies
  • February 11, 2021

Hi @Sarah Johncock,

 

If you can reply to our Private Message, we can assist you in bringing your plan to an end.

 

Will