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Competent staff?

W
New
 Contributor

Hi All,

My query echoes the frustrations of these two posts and seeks the contact details of someone who actually knows how do their job as a *customer service agent* and isn't being paid to not actually help customers.

- [Tech Team](https://community.idmobile.co.uk/ask-a-question-18/tech-team-59951)

- [CEO Team - Do They Exist?](https://community.idmobile.co.uk/ask-a-question-18/ceo-team-do-they-exist-70890)

Question 1:  Has anyone managed to find a customer service agent who can actually think independently, instead of just parroting scripts, regurgitating useless information, and offering "solutions" that solve nothing? 

I've already dealt with a so-called manager named, [REDACTED]. Why this person holds a managerial title is beyond me—that should tell you enough about the competency levels here.

Question 2: Does any fellow network user have a beacon of hope to navigate through this mess of a customer service network? I saw another exasperated user suggesting to try the cancellations team. Has that approach worked for anyone?

Question 3: Are the employees here ever evaluated or scrutinized for their performance? Given the widespread incompetence and the thousands of negative reviews, it seems highly unlikely. I need to know who manages the managers as being advised, "we manage ourselves" doesn't really fly. Nice though though. 

It must be a breeze working here, getting paid to, in my strong opinion based on evidence and a wealth of experience, not actually do the job, mislead customers, never solve elementary (BASIC) issues and still get away with it.

Oh and the technical team absolutely does not exist - a farce to say the least. If it does allegedly exist, it will never solve your issue rest assured, and this is regarding the most basic of app and technical issues from their side. 

My issue is the same as this customers (linked below). Mine has been on going for 3-4 months (!!!!) and taken sometimes 2-3hrs of my day every other day chatting to agents whilst they let me know they're taking ten mins between each chat as they're chatting to other customers at the same time (???) 

 

Looking at the response which doesn't answer or resolve her issue (as expected from the awful customer service of this network), is why I am too like many other customers, looking for that department which is full of humans and not paid bots.  You can appreciate given the nature of my issue, for a network to be unable to resolve this 3-4 months down the line, is utterly incompetent, coupled with all the misinformation and mindless advice I have been receiving from livechat. Best place to be if you want to become manic and insane. And even if you don't, you will suffer mental distress guaranteed. 

The complaints team is exactly the same - they cannot understand clear, concise written complaints and magically, manage to miss the entire point :-)

Thank you!

 

    5 replies

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • 3361 replies
    • January 2, 2025

    Hey there ​@Worstnetwork, we’re very sorry to hear you’ve had this issue for such a long time, and sincerely apologise if you’ve had poor interactions with our customer services thus far.

     

    In terms of the issue itself, are you ensuring that you’re using the email address linked to the account in question?

     

    Can you confirm you have enough space in your email inbox to receive the email, and have checked both spam and junk folders?

     

    Have you also checked if our email address has been blocked at all, somehow?

     

    We look forward to hearing back from you, and can send you a PM on here if you prefer.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    W
    New
 Contributor
    • Worstnetwork
    • Author
    • New
 Contributor
    • 1 reply
    • February 15, 2025

    Hi Tyler,

    Thank you for reaching out.

    Yes, the answers to all three questions are affirmative. Given that this issue has been ongoing since October 2024, I have spoken to numerous agents, sometimes for hours at a time. Each interaction (including feedback from the alleged “Technical Team” - if the team even exists that is) has involved the same basic questions and troubleshooting steps, all of which I have already tried before reaching out to customer service at all!

    It's frustrating to receive the same elementary advice repeatedly and now here too, when my previous message makes it clear that such basic steps have been long ago considered. This leaves me with little faith that the support provided here will be any different or more effective.

    I am unable to PM you, but if you believe you can offer a solution beyond the same basic questions, please PM me.

    Thank you.

     

    N
    iD Mobile Employee
    Forum|alt.badge.img+20
    • Natalie W
    • iD Mobile Employee
    • 1960 replies
    • February 15, 2025

    Thank you for your reply ​@Worstnetwork 

     

    I have sent you over a private message now and this will be available via your inbox here on the community. 

    Please let us know if you have any issues accessing the message.

     

    Thanks, 

     

    Nat 

    Samantha Granger
    New
 Contributor

    Not compatent, why does any company require it’s customers to have two accounts.

    I have been unable to cancel my plan which means I am paying for something that I no longer want or use

    Who ever designed this service needs to go lie down on a bed of thorns

    Tom
    iD Mobile Employee
    Forum|alt.badge.img+25
    • Tom
    • iD Mobile Employee
    • 8008 replies
    • March 11, 2025

    Hi ​@Samantha Granger 

     

    I’m sorry you feel this way, I’m a little confused however, where are you required to have two accounts?

     

    You’ll be able to cancel your plan by using the iD Mobile app or by contacting us directly.

     

     

    Tom

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    Reply.


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