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Registering a replacement sim seems impossible
Hi, My 81 year old Dad lost his phone last week so I've been trying to sort a new sim for him for the last 3 days and have hit a wall with the situation. Dad lost his phone which obviously had his sim inside. We managed to login to his account in a web browser and report the phone and sim as lost. Next I tried to order him a new sim through the website only to find I couldn't login to his account without his phone for verification. Then I called customer service who advised I could collect a sim from the local Currys branch or have one sent via post within a few working days. I opted to go to Currys to save waiting, attended the store to be told they didn't issue replacement sims and could offer a PAYG sim or a contract I explained we spoke to ID CS and they said the store would issue a replacement sim. The staff member went away and returned with a sim package, stating I could register it at home via phone, the app or website. I then attempted to register via the website, no can do as we cant verify to log into his account without his phone. So I called the helpline, they advise they can't do it without verifying through his phone! Huh? Despite clearly canceling the phone in question? The helpine then advise live chat should be able to assist, I speak to live chat who state the same thing, no phone, no verify, no new sim setup.… The helpline advise the only way to sort it is in person in store...the same store I've just been in to collect the sim from. I ask what I'll need to present at the store and I'm told it's just the sim and Dads details(name, address, number, d.o.b) I then called Currys in the hope of speaking to someone in store, but of course in this day and age that's not possible so I speak to someone in CS who says the same as ID, just provide the sim and details in store. Great I think, I'll attend tomorrow, get the sim sorted and Currys also have the handset he would like in stock so I'll pick it up while I'm there. The next day(today) I go to the local store and speak to a team member and explain the situation. They say that the sim issued yesterday couldn't have been registered anyway as it wasn't tied to Dads account and the staff member who issued it did so incorrectly. They take Dads details as issue me with a sim and proceed to call iD to get it registered and linked with Dads number. A new curveball, iD say Dad needs to present, I explain hes 81 and can't attend and say that CS at both ID and Currys say he doesn't need to be. They then ask if I have any identification for Dad, no I dont as I wasn't told I'd need it. They say they can't proceed without Dad present or his identification! The team memeber then tried to register it via live chat but the same issue, we need Dads identification. I explain he's 81, doesn't have a passport or a driving license anymore and therefore doesn't have any formal identification I'm then advised that this new sim package will able to be registered via phone so long as Dad is present or gives verbal permission for me to speak on his behalf at the beginning of the call. The saga continues...… Head home and begin setting up the new handset(which despite showing as on hand and in stock Currys do not actually have, so I got it from Argos instead) I speak to the helpline again and they try to send a pin to the phone to initialize the sim and it doesn't work. They then advise live chat can do it!!!!! Speak to live chat again and low and behold they can't because we don't have any identification we can photograph for Dad. We speak to complaints who offer a partial refund of £10 and advise Dads bus pass will be suitable for the live chat setup. Go back to live chat and you can guess the next part...the bus pass is not suitable and they won't accept it as identification! They advise the only way to resolve is my ill of health 81 year old Dad needs to do it in store! I'm absolutely livid with the whole experience and cannot believe how ridiculous the whole process has been, three days on and off, 5 calls to the ID helpline, 1 to Currys, 2 in person visits to store and numerous live chat sessions yet we still don't have a working sim. Can anyone from iD or maybe a community member help me out please? My Dad is really not in shape to be attending the store and the fact that we're being told it's the only way is beyond a joke. I'm considering contacting the ombudsman tomorrow and reporting iD for how this has been handled and fpr what seems to be a complete lack of care towards a vulnerable customer but in the meantime I just need to get this resolved so I can get my Dad a working phone, its vital to him as he lives alone, with his age and health communication is vital and the phone is a safety net in terms of him being able to carry it everywhere around the house in case of him falling over or falling ill. Any help will be greatly appreciated Thank you for reading Martin 17.3.25
Does anyone on this community have a Oneplus Nord 4 that works with an iD mobile sim only.
A very good day to you all. I’ll try and keep this brief. I currently have a Oneplus 5T phone. I am new to ID mobile. I was with BT where I had no problem with my phone using their network. I have signed up to a 12 month sim only contract with iD mobile, at a very good price. I have ported my old number across and my account with BT is now closed. After activating my new sim, I find that I cannot make or receive any calls. I can however, send and receive messages. I have tried using the sim in a friend’s Google Pixel 7a where it does make and receive calls. So the sim works, but it would appear that the network does not. I have researched this site and others and discovered that many iD mobile customers have had or are experiencing similar difficulties. At this point, let me say, that there was no warning before I signed up, that my phone might not be compatible and why would I think it wouldn’t be, when it had worked perfectly on another network. On my phone, In settings, under sim and network/preferred, network type, it states, 2G/3G/4G (automatic). Under enhanced communications, the VoLTE switch is on and the WiFi Calling switch is on. Various similar threads on this community site advised that I should visit a Curry’s store for advice. So I did. After a 25 minute wait, I spoke to a well intentioned, but world weary adviser, who appeared to not know very much at all. They did however, try a very hard sell, to get me to buy a new phone. They told me, that any new 5G phone would work with the iD mobile sim. Now, I am aware of the list provided by iD mobile of approved phones, that they have tested, many of which they sell, which will work on their network.So, my questions are: Was the Curry’s adviser correct, will “any” new 5G phone work on the iD mobile network? Also, does any member of this community own or know, if a Oneplus Nord 4 phone, would work on this network. It would be pointless and infuriating, if I acquired one and it didn’t. For context, I came to iD mobile to save money, as I am a state pensioner. My son has a Oneplus Nord 4 that he would be willing to give me when he upgrades, but that would not be for several weeks and I cannot try the iD mobile sim in it, as he lives a considerable distance from me. Gosh, this hasn’t been brief at all has it! Thank you for reading this and I really hope that some kind soul can help. Thank you.
A sim swap seems impossible with iDmobile - hoping someone help?
Hi, My 81 year old Dad lost his phone last week so I've been trying to sort a new sim for him for the last 3 days and have hit a wall this evening with the situation. Dad lost his phone which obviously had his sim inside. We managed to login to his account in a web browser and report the phone and sim as lost. Next I tried to order him a new sim through the website only to find I couldn't login to his account without his phone for verification, this seemed stupid to me. Then I called customer service who advised I could collect a sim from the local Currys branch or have one sent via post within a few working days. I opted to go to Currys to save waiting, attended the store to be told they didn't issue replacement sims and could offer a PAYG sim or a contract 🤔 I explained we spoke to ID CS and they said the store would issue a replacement sim. The staff member went away and returned with a sim package, stating I could register it at home via phone, the app or website. I then attempted to register via the website, no can do as we cant verify to log into his account without his phone. So I called the helpline, they advise they can't do it without verifying through his phone! Huh? Despite clearly canceling the phone in question? The helpine then advise live chat should be able to assist, I speak to live chat who state the same thing, no phone, no verify, no new sim setup.… The helpline advise the only way to sort it is in person in store...the same store I've just been in to collect the sim from. I ask what I'll need to present at the store and I'm told it's just the sim and Dads details(name, address, number, d.o.b) I then called Currys in the hope of speaking to someone in store, but of course in this day and age that's not possible so I speak to someone in CS who says the same as ID, just provide the sim and details in store. Great I think, I'll attend tomorrow, get the sim sorted and Currys also have the handset he would like in stock so I'll pick it up while I'm there. The next day(today) I go to the local store and speak to a team member and explain the situation. They say that the sim issued yesterday couldn't have been registered anyway as it wasn't tied to Dads account and the staff member who issued it did so incorrectly. They take Dads details as issue me with a sim and proceed to call iD to get it registered and linked with Dads number. A new curveball, iD say Dad needs to present, I explain hes 81 and can't attend and say that CS at both ID and Currys say he doesn't need to be. They then ask if I have any identification for Dad, no I dont as I wasn't told I'd need it. They say they can't proceed without Dad present or his identification! The team memeber then tried to register it via live chat but the same issue, we need Dads identification. I explain he's 81, doesn't have a passport or a driving license anymore and therefore doesn't have any formal identification I'm then advised that this new sim package will able to be registered via phone so long as Dad is present or gives verbal permission for me to speak on his behalf at the beginning of the call. The saga continues...… Head home and begin setting up the new handset(which despite showing as on hand and in stock Currys do not actually have, so I got it from Argos instead) I speak to the helpline again and they try to send a pin to the phone to initialize the sim and it doesn't work. They then advise live chat can do it!!!!! Speak to live chat again and low and behold they can't because we don't have any identification we can photograph for Dad. We speak to complaints who offer a partial refund of £10 and advise Dads bus pass will be suitable for the live chat setup. Go back to live chat and you can guess the next part...the bus pass is not suitable and they won't accept it as identification! They advise the only way to resolve is my ill of health 81 year old Dad needs to do it in store! I'm absolutely livid with the whole experience and cannot believe how ridiculous the whole process has been, three days on and off, 5 calls to the ID helpline, 1 to Currys, 2 in person visits to store and numerous live chat sessions yet we still don't have a working sim. Can anyone from iD or maybe a community member help me out please? My Dad is really not in shape to be attending the store and the fact that we're being told it's the only way is beyond a joke. I'm considering contacting the ombudsman tomorrow and reporting iD for how this has been handled and fpr what seems to be a complete lack of care towards a vulnerable customer but in the meantime I just need to get this resolved so I can get my Dad a working phone, its vital to him as he lives alone, with his age and health communication is vital amd the phone is a safety net in terms of him being able to carry it everywhere around the house in case of him falling over or falling I'll. Any help will be greatly appreciated Thank you for reading Martin
Appalling inexistent service - I want OUT from ID mobile but I can't. Cheaper is not always better is it ...
This is appalling. iPhone 11 Pro user. I moved away from O2 in order to save a few pounds (silly of me) and I have now been with ID mobile for just over a month - and I am really struggling with it. I initially opted for an eSim but most of the time I couldn’t make phone calls, especially, I seem to have noticed, to other non iPhone users. So three days ago I have opted/replaced the eSim for a physical sim card and inserted it into my phone. At first things seemed to be better but three days later, I still seem unable to make calls to certain numbers. I have an existing claim that’s been escalated through the (pretty useless sorry) live chat agents three or four times now but i am still waiting for the so called ID ‘technical department’, mentioned by the live chat agents continuously as the ones who need to look into the issue but in reality “ghosts” which have never ever once contacted me back despite my issue been now raised several times, to get back to me. I also don’ t understand why I need to have two options in my phone settings in order to make calls: “Personal” and/or “Primary”. What is that? Anyne has any similar experience/tips? However, I think I now really want out from ID and my next step if my claim does not get answered/resolved very quickly will be to ask them for a letter of deadlock and then I will have to wait quite a few days before I can open a complaint through the Ombudsman if ID don’t supply me with one. So, I am saving a few pounds compared with O2 but I am unable to make calls (and I do get charged 55p for each MMS now)!