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iD Mobile
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iD Mobile
started this topic

What to do before asking a question?

Have you got a burning question? Is there something you need to know about your iD Mobile plan, or mobile tech in general? Then you’re in...
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iD Mobile
Rank
iD Mobile
started this topic

Welcome to the ‘Ask a question’ subforum

This is the place to come if you’re not sure which category to post your question in! Ask it here, and we’ll move it to the right place so t...
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4959 Topics

Charlene Griffiths
Newbie
Charlene GriffithsNewbie
posted in Ask a question.

how do i cancel an add on

How do I cancel a monthly add on I on needed a month

3
Tom
iD Mobile Employee
1 month ago
L
Newbie
LD24Newbie
asked in Ask a question.

Handset delivery delay nullified redeeming offers

Very annoyed as a newbie to id mobile that the offers I signed up for when pre-ordereing my Galaxy S24+ were refused by Samsung as:1. I couldn't redeem the offers within their time frame as my handset was delayed and only received on 27 March confirming the IMEI number required by Samsung. 2. Despite receiving my handset on 27 March and completing the redemption immediately as the offer ran from 31/01/24 - 27/02/24 and we had until 27/03/24 to redeem.3. I then discovered that Samsung required my redemption application within 30 days of my contract start date which was not communicated at all by id mobile as there was no communication issued as to status of pre-order, etc.4. My contract start date is 9 Feb, my invoice is dated 26 March and my handset was received 27 March with that illusive IMEI number. Samsung were unhelpful. Id mobile have been unhelpful. Frankly frustrated as I thought that the offers were great and enticed me to upgrade my handset and move to id mobile. I was reason

3
Tom
iD Mobile Employee
1 month ago
C
Civilian
CheuleCivilian
asked in Ask a question.

Poor 5ghz Wifi speed

Just got my Moto g84 yesterday. Great timing as the id mobile app isn’t working as I’m sure you all know. Anyway, doing some speed tests I notice the phone cannot do more than 320mbps on the 5ghz wifi band. My old Pixel phones (3 and 6) would do 500+ and 800mbps night and day on my 1ghz connection. My router is homemade, running OPNsense and using a Ubiquiti U6 Pro to do the Wifi duties.

1
Tom
iD Mobile Employee
1 month ago
Moonraker1
Newbie
Moonraker1Newbie
asked in Ask a question.

Number Porting

I joined iD mobile yesterday and my existing o2 number is due to port to iD today. Any idea as to when this will happen so I don’t have to carry two phones with me?Secondly I cannot set up my iD mobile app as unavailable which seems to have been going on for 8 days now. When will the app be available? As a new customer I am not very impressed at the moment!

1
Tom
iD Mobile Employee
1 month ago
T
Newbie
TwinkleNewbie
asked in Ask a question.

Some landline calls being disconnected

I have been with ID mobile since February and all of a sudden I find I can’t call my gp surgery or my dentist. I haven’t experienced this before I am on unlimited plan and the area codes are included.this is so inconvenient and I tried to get to the bottom of this issue via chat but to be honest it was a waste of time as they were none the wiser as to what the issue is.Any help, advice greatly appreciated please.

3
Tom
iD Mobile Employee
1 month ago
Bill Barker
Newbie
Bill BarkerNewbie
asked in Ask a question.

Updated ID App

I have uploaded the NEW ID Mobile App and gone through everything but then right at the end it asks for my mobile number, surname and date of birth which I have completed several times and it keeps coming back saying oops something went wrong can you try again??Can someone please help and assist me as I now cannot log into my app to check the data left, current bill and details etc?Let me know ASAP please.Kind regardsBilly Maserobillymasero@gmail.com[REDACTED]  

5
Tom
iD Mobile Employee
1 month ago
J
Rookie
john1971Rookie
asked in Ask a question.

customer service pin number in new app/log in

So I finally downloaded the new app (not sure it's an improvement apart from the ability to have more than one plan).When I contacted live chat re my upgrade they asked for my pin number - I can't find it on the new app so I asked.Am I being stupid or has the my account section been removed from the new app? I knew where it was on the old one but there isn't a my account section anymore is there? Also means I couldn't cancel the upgrade even if I wanted to as there are no details there.Or am I just being really dense?Help.Thanks 

2
Matthew Thompson
iD Mobile Employee
1 month ago
B
Civilian
Ben9410Civilian
asked in Ask a question.

Stolen Phone; can't re-register account to order a new sim

HiMy phone was stolen last night. I have suspended the sim through the IVR, but because of the need to re-register (which we were not notified of) for the new app, I am unable to access my account (since it requires confirmation via text to the phone number). I cannot order a replacement sim without accessing my account. Complete mess. If someone could contact me directly it would be appreciated. Thank you,Ben

6
Matthew Thompson
iD Mobile Employee
1 month ago
R
Rookie
Roderick BrodieRookie
asked in Ask a question.

Where is My Profile?

After 24 months with new phone have just changed plan to Monthly SIM. Irder confirmed.  For direct debit continuation I have been asked to go to "My Profile" to alter plan to iD Mobile Pay Monthly SIM. BUT I cannot find My Profile, only log-in details..?

9
Matthew Thompson
iD Mobile Employee
1 month ago
Jack Shorthouse
Newbie
Jack ShorthouseNewbie
asked in Ask a question.

I want to send PAC a month after contract starts

I want to start a contract with ID but my current contract does not end until 29/04/24. If i get the PAC code now from my current network it will cost be an early cancellation fee. But I want to know if I start my new contract will I be able to transfer my number at a later date to avoid the fee.  

2
Tom
iD Mobile Employee
1 month ago
Jonty Soper
Novice
Jonty SoperNovice
posted in Ask a question.

April 2024 - Mobile app and My Account outage

Good evening.The last few days have seen an inability for iD customers to use their online accounts.  This has affected usage via the web but also the “new” app.Whilst everyone has been impacted, this unplanned outage seems to have hit new customers hardest.  But the fallout has also been hurting existing customers and in various ways.I consider myself lucky.  Just before the outage kicked-in, I was able to action an upgrade, not that I can log-in to check specifics or see details.  Thankfully iD’s emails have been flowing at least.This Community forum has seen iD staff or associates doing a great - albeit difficult - job as always.  But where are formal comms?  Relying on Webchat support is “okay” but seemingly doesn’t always work.Anyone else feel this is a Change Management nightmare?  Bad comms?  No urgency?  The sense of being cut off?  And WHO is really listening?I generally enjoy being an iD customer but what I’ve seen and heard in recent days is painful.  I recall that years ago

11
Matthew Thompson
iD Mobile Employee
1 month ago
J
Novice
jainvikas8Novice
asked in Ask a question.

Sim only to Contract phone

Hi,      I'm looking upgrade my SIM only plan to contract phone and getting a better deal from other website.   If I get a new contract, is transfer of number possible internally? Thanks,Vikas

2
Tom
iD Mobile Employee
1 month ago
3
Civilian
321yepocCivilian
asked in Ask a question.

Bill paid but still no service a day later

Please can someone contact me ASAP I need my phone urgently.

1
Tom
iD Mobile Employee
1 month ago
Davy1888
Newbie
Davy1888Newbie
asked in Ask a question.

disconnection

I want to cancel my disconnection request and start a SIM only contract 

1
Tom
iD Mobile Employee
1 month ago
K
Newbie
KlumperNewbie
asked in Ask a question.

How many accounts do i need?

How many accounts do I need to access the web, the app and the community forums?

1
Tom
iD Mobile Employee
1 month ago
Jonty Soper
Novice
Jonty SoperNovice
asked in Ask a question.

iD Community response emails

Not a problem, just an observation.Every time I get a response to a subscribed thread, the email alert always starts with, “Good news!  Gillarms has commented on your topic...”.  The subject is always tailored, “Someone’s replied on your topic…”To be picky, the topics aren’t even mine but at least I get the email nudge 😀 But anyone else getting the same?  I only noticed the other day.Gillarms is a busy fellow! 🤣Jonty.

1
Nikhil P
iD Mobile Employee
1 month ago
MrsP
Newbie
MrsPNewbie
asked in Ask a question.

sign in

Why doesn’t the rubbish new app remember me… have to start over each time ? 

2
Matthew Thompson
iD Mobile Employee
1 month ago
S
Newbie
Soldy
asked in Ask a question.

Contract Over But Worse Deal In the App

My contract is over and I'm going on SIM only.In the app I can see 10G and unlimited calls and text for 8p/mIf I go to the website and not logged in, it states offers for existing customers and one at 45G and unlimited calls and texts for 7p/mWhy is it different? If I try login to the website it gives me and error and says I can't change plans.The website has always shown an error for my plan details.

3
Kash
iD Mobile Employee
1 month ago
Blake Pettitt
Newbie
Blake PettittNewbie
posted in Ask a question.

please cancel my contract

I tried cancelling my nanas contract phone that she has barely ever used months ago and i still kept getting charged, so i cancelled the dd and now im being harassed for like £4 she has dementia now and is in a care home. I got her a new phone while she was still independent so she had a panic/help button on the phone she could push for emergencies but it proved ineffective and she needs more help. I dont even know what the phone number was because it was never actually used but please can you cancel it like you was asked to do months ago. Thank you

1
Tom
iD Mobile Employee
1 month ago
JMo
Newbie
JMoNewbie
asked in Ask a question.

changing to sim only

I’ve read a previous thread about how to upgrade from a phone with sim to a sim only deal but the information isn’t correct?My contract has ended and I don’t want a new phone and I’ve been told I will continue to be charged the full amount if I don’t change. I now want a sim only deal but when I try “upgrade” as per the previous instructions there is only the option of getting a new phone?the previous question/answer said to go into your account > upgrade > pick the sim only option … there is no sim only option anywhere. It can’t be filtered or sorted? thanks 

1
Tom
iD Mobile Employee
1 month ago
M
Newbie
MidnightxNewbie
asked in Ask a question.

unable to receive text message for new idmobile app registration

Im trying to register for the new app, I was an existing user but it asked me to register again, however on the sms otp section i have requested the code for 10 times at least but no success.

1
Tom
iD Mobile Employee
1 month ago
Ryszard Molenda
Newbie
Ryszard MolendaNewbie
asked in Ask a question.

Cant download/view invoices

Cant download/view invoices. Both on website and in app. Again same problem as month ago blank screen or time out. How many time we can have the same problem...

1
Tom
iD Mobile Employee
1 month ago
J
Newbie
jaydaneNewbie
asked in Ask a question.

updates

It would be very helpful with updates as to what's going on and why customers can't login to their accounts on app and website.  I've been unable to access my account for 3 days now which is unacceptable. Come on ID. We live in 2024 , surely it shouldn't take this long to update servers etc.

2
Matthew Thompson
iD Mobile Employee
1 month ago
Alastair McNaught
Newbie
Alastair McNaughtNewbie
asked in Ask a question.

new sim

I received an email noting that my contract ends on the 10th April. The email offered this as an option: £8/month rolling with 20GB data. However on the app the only options are as seen in the second image. £10/month at least. Any help? 

1
Tom
iD Mobile Employee
1 month ago
Louis Beck
Newbie
Louis BeckNewbie
asked in Ask a question.

I have accidentally ordered 2 upgrades on the same plan, will one of them be cancelled?

I was trying to upgrade from a sim only to an IPhone 15 plan, I thought I’d ordered it this morning but I hadn’t received an email about it, little did I know it had been filtered into spam amongst other emails so I hadn’t seen it. After that I’ve re ordered another thinking I must’ve not gone through with it and that also went to the spam folder, now hoping that one will be cancelled automatically. Can anyone help with what I should do next or do I need to just return the phone when it turns up? Thanks

1
Tom
iD Mobile Employee
1 month ago
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