Can you send and receive SMS text messages, ​@Chloeglynn? 

Does your iD mobile data work? 

Hey there ​@Chloeglynn, sorry to hear that.

So to confirm, is your number showing as correct and active?

Have you tried de-registering, and re-registering iMessage, or deleting your number and re-adding it?

Have you tried turning off iMessage, restarting your phone, then testing a call?

Thanks,

Tyler

Hi, 

my wife joined iD in November 2024 and immediately afterwards she sufferred an accident and has been confioned to hospital for some considerable time. She is now home but is unable to use the iD srevice as she never actually made a call in all this time, despite her payments for the service gfoing through each month.

I have been attempting to get her going for some 3 days now and am totally frustrated at the “system” when a brief chat with a human being should solve this problem in a few minutes.

I want cancel but my wife insists on me giving this one last try, but I am expecting another trip round this crazy system. Whatever happened to the personal contacts that we used to enjoy?????

Anyway, let’s see if this one produces a result...but I am expecting that I will have to go ahead an cancel.

This has got to be the worst service that I have ever come across in all my years in business.

Hi ​@June Nolan 

Thank you for getting in touch. 

We are very sorry to hear of your wife’s accident and we do hope they are doing well. 

To confirm has the service been restricted/barred due to no payment?

Would you be looking to speak on behalf of your wife to make arrangements for the account?

Thanks, 

Natalie 

Payments were ongoing for 7 months WITHOUT ANY USAGE!

Sim was 'lost' in hospital, new replacement issued, but no phone number, and my wife could not recall what it was.

Both in our 80's and not tech-savvy!

Been trying to get set up for over a week now and sick of all this 'bot' help, when 5 minutes conversation with a HUMAN would surely solve our problem!

At no time has anyone queried as to why the 'service' was N̈EVER utilised!!!! But, quite happy to accept all the monthly payments!!!!

And, YES, as June's husband, I do wish to try and help her!

Hey there ​@June Nolan, whether there is usage or not, payments would continue as usual due to the contract still running as usual. 

To activate a SIM card, you can do so here:

https://www.idmobile.co.uk/help-and-advice/your-sim-card

Due to what you’ve mentioned, I’d recommend asking June to call our vulnerable customers phone-line, as we’d need to speak to the account holder directly for security purposes. Please find more information and the phone number via this link below:

https://www.idmobile.co.uk/legal/accessibility

Thanks,

Tyler