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Question

Failed delivery of new handset. Now unable to speak to anyone from ID mobile in person to discuss how to collect my new handset

  • May 10, 2026
  • 3 replies
  • 24 views
T
Community Member

So I upgraded my phone and contract with ID mobile the driver attempted to deliver my phone the next day but was unable to deliver as my wife didn't know the PIN number. The phone has now been returned to currys. Curry say they can't help me and it seems to be impossible to speak to anyone in person from ID mobile. I just want to work our how/where to collect my new phone or how to have it redelivered. Please someone advise on how I do this. 

BTW I think I will explode if I get referred to another ID mobile chatbot 

      3 replies

      Lamiya C
      iD Mobile Employee
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      • Lamiya C
      • iD Mobile Employee
      • May 10, 2026

      Hi ​@TomW45 ,
       

      I’m really sorry for the frustration this has caused. I completely understand how annoying this must be, especially after the delivery attempt and being passed between different teams.
       

      Please send us a direct message with your:
      • Full name
      • Mobile number/account number
      • Delivery postcode

      So we can get this properly looked into for you and check the options for redelivery or collection of your upgraded phone.
       

      We’ll do our best to help get this resolved as quickly as possible

       

      Lamiya

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

      ​@Lamiya C Similar situation. Only the handset was never sent. I received the free accessory, great. No handset. Been transferred to the new tariff. ID Mobile says I have a bill due, however I'm paying for a handset I haven't received. ID Mobile also cancelled my Direct Debit. I have raised this issue with ID Mobile, a complaint was raised. But why the handset hasn't just been sent out is beyond me. The issue is between ID Mobile and DPD, service side. Yet I am being made to pay for it, well, asked, no way I'm paying until the handset is sent out.

      M
      iD Mobile Employee
      Forum|alt.badge.img+8
      • Michael Z
      • iD Mobile Employee
      • May 14, 2026

      Hi ​@ID Mobile customer 

       

      I've just sent you a private message to help get this sorted.

      To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

      You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

      I'll speak to you there.

       

      Thanks.

      Michael Z

      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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