Hi ​@Nervous, 

We’re very sorry to hear that you are still unable to receive calls and texts, especially after already completing extensive troubleshooting multiple times. We completely understand how frustrating and disappointing this experience must be.

Unfortunately, we are unable to provide a further update on ticket 501129149 through this platform directly. To allow the team to review the latest status of the investigation and discuss the account securely with you, please contact us via Live Chat or through our social media direct messaging platforms.

We sincerely apologise again for the inconvenience caused and appreciate your patience whilst this is being investigated further.

Owethu

​@Owethu M

Please can you let me port my number to another provider without penalty because I can’t rely on you.

Hi ​@Nervous,

Thank you for your response.

We’re very sorry to hear about your experience and understand how frustrating it must be when your service is not meeting your expectations.

We would like to look into this for you and assist with your request. However, for security and data protection reasons, we can only discuss and access account-specific information through our secure support channels.

Please contact us via Live Chat or through our social media direct messaging platforms, where our team will be able to review your account in detail and assist you further, including discussing your options.

We appreciate you taking the time to raise this with us and remain committed to helping resolve your concerns as quickly as possible.

Thanks.

Hi ​@Kwanele Z 

Have already done that and I got another ticket which now makes 2. 

501129149

501423849

They referred it to the complaints department and said it would take 3 days but complaints department replied within an hour to tell me to allow 7 days. Sorry but ID Mobile service not fit for purpose and they continue to NOT cover themselves in glory.

Hi ​@Kwanele Z 

And now just received a PAC code that I didn’t ask for and if used would leave me paying a penalty of £106.24 When on chat I said I would like a PAC without penalty. I have the transcripts.

My service hasn’t worked since around 9 May. The first time I raised a ticket they said an engineer would contact me within 3 days and I had to remind her of my original complaint, that I couldn’t receive incoming calls, I gave her my landline and surprise, surprise no call as yet.

ID Mobile is very hard to deal with and it is nearly time to elevate this complaint to Ofcom. (deadlock)

Does ID Mobile realise how essential a mobile is in todays world? Receiving Calls, OTP’s, it’s become a digital pass. However that doesn’t seem to bother ID Mobile, their attitude is wait for 3/7/10/ maybe never days.

I’m sorry I will be seeking compensation and the ability to port my number without penalty.

Thanks for your replies anyway, my frustration is not aimed at you or any of the support staff.

Thank you for your response, we once again apologise for the inconvenience caused. 

As you’ve confirmed this has already been escalated to our Complaints Team, please rest assured it will be reviewed. They will do their absolute best to fully investigate everything you’ve raised and work towards an appropriate resolution for you.

We appreciate you taking the time to share the details of your experience, and we’re sorry again for the frustration this has caused.

Thanks.

Still it continues.

If you want to call me on my mobile maybe you’ll get through 15% of the time. No texts.

Tried to re-register my banking app after wiping my phone to try to cure this problem and couldn’t because bank couldn’t call me to verify identity.

Thanks ID Mobile. I’ll be taking you to a small claims court after I have sent all details to Ofcom.

I haven’t left a review(s) yet as I want to get the complete story before I hit the review sites and social media platforms.

Hi ​@Nervous,

We're very sorry to hear that the issue is still ongoing and completely understand your frustration, especially given the impact it's having on important services such as banking verification and receiving calls and texts.

We appreciate that you've already spent time troubleshooting, including resetting your phone, and we're sorry that this hasn't resolved the problem.

As we're unable to access or investigate account-specific technical issues on this public platform, we'd recommend contacting our Live Chat team so they can carry out further checks on the line and escalate the issue where necessary.

We sincerely apologise for the inconvenience and frustration this has caused.

Regards,

Gemma M

The iD Mobile Social Media Team