Take it back to retailer; their legal responsibility to fix.

Thanks.  It's ID mobile.  I'll give it a go.

I am sorry to hear that your phone is not working as it should ​@Heyadad 

Your phone is covered by a 24-month manufacturer warranty. If there is no physical damage to the phone (such as a crack or liquid damage) then we will be able to assist you with getting it checked.

Please take your phone into any Currys store. We will then be able to assess your phone, and if we can't fix it there and then, we can send it off to be repaired at our Repairs Centre.

We would advise that you back up your phone and keep hold of any SIM and/or memory cards you may be using in the phone.

When we repair your phone, it should take no longer than 14 days. However, if we need to send your phone to the manufacturer directly, this can take up to 28 days. Additionally, subject to availability, we may have a loan phone we could lend you. This way you would not be without a phone, whilst you wait for yours to be repaired.

I hope this helps. 

Helpful.  Thanks.  I took my phone to Curry's. The sales assistant checked the screen and said there's no damage, which there isn't.  He said he would need to send it off for repair.  I asked about a loan phone but was told they couldn't help.  In this day and age I can't do without a phone.  I'm stuck with a phone that's less than a year old and will have to continue with it until I can get out of the contract.

Can you advise please. 

Hey there ​@Heyadad, unfortunately, not all stores have phone’s to loan out. If you’d want the free repair, you’d need to work out other arrangements I’m afraid, or go via the manufacturer directly.

Thanks,

Tyler

Hi.  My phone, a pixel 9, has another line across the screen and is beyond usable. I must have a phone for work and to support my son and girlfriend who have a week old baby. 

So here's two questions. 

If I do a factory reset do I lose my ID mobile eSim?  If I drop it off with Curry's and purchase a pixel 5 how do I get it linked to my phone number? 

Thanks.

Sorry to hear this ​@Heyadad 

If you do obtain a different phone, we can send you a replacement eSIM, or you can see how to get one here - How do I get a replacement SIM or eSIM? | iD Mobile Community

Are you looking to purchase the Pixel 5 to use whilst your Pixel 9 is sent off for repair?

Hi.  Thanks for the quick reply.  Yes I am looking to purchase a pixel 5 whilst the other goes off for repair.

Hi there ​@Heyadad, the Pixel 5 is both eSIM and pSIM compatible, so the above link sent by ​@Siân W will show you how to request a free replacement.

Thanks,

Tyler

Thanks .  Very helpful.

No worries ​@Heyadad  happy to help!

Hello again.  I have now transferred all my data and the eSim to a pixel 5a.  The phone not only has two lines running the length of the screen but is now flickering like an old cine in camera and in some apps just turning black.  I then lock the camera, open it and get a couple of seconds to use it before it turns black.  I have returned the phone to factory settings and it still does it.  I took my phone to Curry's in Orpington and the id mobile assistant took one look at it said it was damaged and refused to send it off.  There are a couple of marks near the camera where the phone has been in my pocket next to my keys.  Pretty shocked with this. 

So I now have a phone just over a year old that was until a month or so ago the latest pixel model which is useless to me. 

This isn't the sort of response I expected, especially as the previous visit I'd made to Curry's had said nothing of the marks on the back.  You really have to look to see them.

Can you advise?  Otherwise I'll try and switch to another provider as soon as I can.

Thanks.  I'll give it another go.  This is the original pixel 9.  I'm using a replacement pixel 5a which works well. 

Thank you.