i can't log in online or the app

Hi, I am a new customer. I ‘ported my old mobile number over. But the app doesn’t recognise my ‘old’ number, only the one ID Mobile issued, which doesn’t work. Please advise how I access support to resolve this.

Hi ​@LizW2000 

For now, we’d recommend registering with that issued number, the number in the app will update to the ported one in time.

If your port is happening/has happened today we’d recommend awaiting until the next day for the port to complete and then registering.

Tom

Tom, my number was supported to port yesterday; it hasn’t. The app will let me get as far as issuing a text to the number *ID* have provided, but my phone - now being ‘between’ providers - isn’t accepting calls or texts to either my actual number, or the number ID provided.

This is hugely problematic as I use it for two factor identification for my job, and can’t log into some critical systems - I can’t wait the ‘seven days’ the email suggested I should before getting service restored to my phone. I also can’t get your live chat to work (the button appears but once I’ve entered my details, it goes blank). 

As a new customer I am very alarmed. Please advise how I can get this resolved today.

I have received an email saying the switch is complete, and it has my old (correct) mobile number at the top of the email; but I have no phone services. Please help!

Sorry, please ignore me - this is user error. The email with the eSIM QR code had gone into spam. All sorted! 

Hi ​@LizW2000 

Glad to hear you’ve got the eSIM sorted now.

Tom