I understand that one must top up their PAYG account every 120 days even iff you haven’t used up your credit, so I added £5 and it seemed to fix the problem, but than after a few days it started again, saying I have “no credit available” even though my balance is more than £11. Also, the problem is intermittent. My phone will work one minute, and then not work the next minute. I did some research on this problem with ChatGPT, and it indicated that the problem has to do with the fact that I’m using a pre-2021 SIM card which cannot reliably register for VoLTE, even though my phone supports VoLTE. Topping up briefly kick-started my phone, but it never sticks. Older PAYG SIMs were never fully compatiible with the new VoLTE porvisioning system, expecially on iPhones (mine is an iPhone 11, and I signed up with iD in Aug 2020). The simple fix is to replace the SIM. I tried contacting an iD agent but I can’t get past the ChatBot. It keeps asking for my Customer Service PIN, which I don’t have and have no idea how to get. There’s no such thing when I log into my iD account. So my question is: how do I convey this information to an iD agent so they can send me a new SIM? Thanks.
I am on a PAYG plan and I am unable to make calls or use data roaming. I get a message that I have "no credit available" even though I have a positive balance.
Hi
Thank you for your message. It sounds like your pre-2021 SIM is causing intermittent service and VoLTE issues, and replacing the SIM should resolve this.
To get a replacement SIM:
-Contact iD Mobile Customer Support via live chat or phone (0800 00 343 11).
-Explain that your old SIM is not fully compatible with VoLTE and causes intermittent service.
-Provide your phone model (iPhone 11) and account details so the agent can verify your account.
The agent will then arrange a replacement SIM, which should fix the issue.
Lamiya
Hi
Thank you for letting us know. I’m sorry about the confusion and inconvenience caused.
Please try contacting iD Mobile using one of the following options instead:
-From an iD Mobile phone: dial 7777
-From another network or a landline: call 0333 003 7777
-Live chat: via the iD Mobile app or website
These are the correct contact options and should connect you to our support team.
Lamiya
I called 7777 and you cannot get through to a live agent. You just get refered to online agents, which, as I’ve already explained, I am unable to do without a Customer Service PIN. Very frustrating! I think I’ll just change my provider. How do I get a refund of my current balance?
I finally was able to get through to chat with a live agent and the problem has been resolved as they are sending me a new SIM. However, I forgot to ask: will I get a new phone number? If yes, I will need to port the SIM to my current number. Also, can you advise how to transfer all my phone’s data to the new SIM without losing anything? Thanks.
+26How do I get a refund of my current balance?
You don’t. There are no refunds.
will I get a new phone number?
No.
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