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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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4894 Topics

Liz J-B
Newbie
Liz J-BNewbie
asked in Ask a question.

PAC code doesnt work - but its correct!

Switching my mum over to ID, already moved my dad with no issues.  Just gone on ID with all the info - PAC code etc - and it says the info/PAC is incorrect.  I have triple checked all the info and its all correct.  Even got the PAC reissued.  Still wont accept it.  What do we do now?

3
Mohammed
iD Mobile Employee
1 year ago
M
Newbie
meatgazerNewbie
asked in Ask a question.

SIM not arrived, number due to transfer tomorrow...

I placed a SIM-only order on 30th March.  I picked 6th April for my number transfer date. My SIM card still hasn’t arrived.  I spoke to live chat, who said they can’t stop the number transfer.  Obviously I don’t want to transfer my number if the SIM card hasn’t arrived.  I don’t want my number on some SIM card that’s lost in the post. The live chat told me to go to Currys to pick up a new SIM card.  First Currys I went to had nobody working at their mobile desk… Second Currys said they had no idea why I’d been told to go there, they couldn’t do anything.  The best they could do is give me a ‘blank’ SIM card. Live chat/twitter is impossible to contact anyone on again. What now?Do I wait for the SIM with my current provider to stop working, and then speak to ID mobile (if it’s even possible to speak to a human again) to try and get them to move my number to the ‘blank’ SIM card I was given today? Do I ‘activate’ the sim at https://www.idmobile.co.uk/help-and-advice/your-sim-card as a rep

2
Mohammed
iD Mobile Employee
1 year ago
N
Newbie
Nan888Newbie
asked in Ask a question.

OTP vreification code not received from Banks after porting my number in

Hi,I am frustrated by the fact I am not be able to receive verification code / OTP from banks, however, I can get normal SMS from individuals or text questionnaires, for example from Currys. Handset: Google Pixel 8 proTimeline:8th April 2024Porting number was scheduled on 8th April, and it is completed at mid-day. Having tested immediately, it works all good as treat, I had one Bank app migrated with OTP code received. So, I thought it was excellent, and decided to do the rest migration in the evening after work.  In the evening, about 5 or 6pm, the SMS messaging service became weird when I tried to migrated other bank apps over. I have no longer received OTP code at all. Then, I found if my family text me, the SMS will be landed onto my old phone with the old service provider, if I sent SMS to my family, they will see the SMS from my iD temp number, not the number being ported in! all messed up!9th April 2024Spent a lot of time on the Chat with iD support people, gone through all kind

11
Tom
iD Mobile Employee
15 days ago
E
Newbie
EtruscanNewbie
asked in Ask a question.

Credit check failure - can I use a business account?

I’d like to appeal a credit check failure that has prevented me from signing up for a new SIM-only contract. I wish to pay from my business bank account (as I’m now doing to Plusnet) so there may be an issue to do with the business postal address, for example. Can someone in CS help me, please?

1
Mohammed
iD Mobile Employee
1 year ago
J
Newbie
Jody BrookesNewbie
asked in Ask a question.

Apple TV+ Trial Offer Link Not working

I recently got a new phone in August last year and wanted to use the apple tv trial offer but haven’t tried to do so until now but when clicking the link I get an error saying the offer is no longer active. Can I still get this offer somehow?

3
Kash
iD Mobile Employee
2 months ago
S
Rookie
Steve KRookie
asked in Ask a question.

Very very poor mobile reception affecting my business

Dear ID mobile, I’ve been a customer with you for years and tho signal strength has always been a bit low with occasional outages in the SN8 4HR postcode. But recently say about 3 weeks ago since some network maintenance in the SN8 area I can’t make or receive mobile calls any longer and it’s starting to have a serious impact on me and my business. I can receive texts but just not phone calls and now have to travel 1.5 miles along the A4 to just see if I have any voice messages. Please please help!

14
Kash
iD Mobile Employee
2 months ago
M
Civilian
mateiCivilian
asked in Ask a question.

sim only deal - pause agreement

Hello, I am interested to buy a SIM only deal but I'd like to know that when the 1 month (30 days) cycle ends, would I be able to just pause the agreement? I mean to still keep the SIM active but to stop rolling payments (I am aware I would not be able to use data or make calls).I need the below questions clarified:Can I pause the agreement immediately or do I need to give notice on a 1 month deal? If the SIM is still active but payments paused, would I be able to receive calls? Would those received calls be charged? For how long can I keep the agreement paused still having an active SIM?Thank you.

1
Mohammed
iD Mobile Employee
8 months ago
R
Newbie
RhysRNewbie
asked in Ask a question.

Old number has not switched to my ID SIM

I requested the switch from EE on 25/10 and I was told it would happen on 27/10 (yesterday). My number is still active on my old SIM. I see there are delays switching from O2. Is this also the case with other networks? 

8
Kash
iD Mobile Employee
5 months ago
Sam Kitt
Newbie
Sam KittNewbie
asked in Ask a question.

Need a new sim card - Chat bot isnt working at all

Need a new sim card - Chat bot isnt working at all.I also need to find out my IMEI but the chat bot cant fingure that out either

3
Rory
Newbie
1 year ago
Z
Newbie
Zet EjNewbie
asked in Ask a question.

No ID Mobile SIM Card, unable to get PAC Code.

I signed up to ID Mobile recently and I pre-emptively requested my PAC Code from my provider, Three. I then didnt receive my SIM Card from ID Mobile and decided I couldnt wait any longer so cancelled. I requested my PAC Code during the same Live Chat support. I was told to wait 30 minutes and if I didnt receive the PAC code to return to the chat. I then returned and a ticket was raised. I was then asked to come back in 48 hours if I didnt hear anything back. So I returned back to the Live Support to be told they are having an issue with the system to then wait another 24 hours and check back. I again just spoke to the Complaints department who right at the tail end of the conversation states she/he is not the complaints department.  Only, she had raised the complaint for me. So, I’ve been told to wait 48 hours (again) and the ‘back office’ will email my the code.  Only, whilst on the Live Chat I got an email with the following: Your PAC is Not Created which expires on .I let the agent

16
Kash
iD Mobile Employee
4 months ago
Nikki Jane
Newbie
Nikki JaneNewbie
asked in Ask a question.

how to call a UK 0808 number from the EU

When calling an 0808 number this is the message recieved " your service does not allow access to this number"How can a call be made or will this never be an option outside the UK?

1
andewhite
Legend
1 year ago
Addie Chai
Newbie
Addie ChaiNewbie
posted in Ask a question.

International SMS from China

I’m in China at the moment. The SMS isn’t working. I can’t receive or send messages. Is there anything you can do to help?

1
Kash
iD Mobile Employee
9 months ago
R
Newbie
RoobyNewbie
asked in Ask a question.

Can i port a new number to ID and retain the old number which is currently active?

I have purchased a memorable number which is retained on a PAYG SIM from a different mobile service provider. I would like to use a PAC to transfer this new number to my ID Mobile pay monthly SIM, but I would like to retain access to the number currently used on that account. The reason for this is that the current number is one I have used for a long time and it's on record with a multitude of online retailers, financial institutions and local services etc. as well as friends and relatives. I will do my best to update everyone with my new number, but it's inevitable that I will miss some and so I would like to keep the old number on a PAYG SIM for a while until such time that I'm confident that I have managed the transition completely. Is this possible, or is the old number always lost if a new number is ported in?

1
andewhite
Legend
1 year ago
T
Newbie
TiffanyjayneNewbie
asked in Ask a question.

£150 bonus payment not received for trade in on S22 Ultra

I purchased the S22 ultra back in November where there was an offer of £150 extra on top of trade in value.I have received the £5 for my trade in device, but still havent received the £150. All my emails are being ignored I only purchased the mobile through ID mobile on a contract for the £150 bonus payment on my trade in deviceSeen as my emails are being ignored and live chat arent very helpful, what can I try next? (As I will not be dropping this issue)It also seems Im not the only one who has had this issue, seems ID mobile need a better way of honoring this deal (SEEN AS ITS STILL SHOWING AS AN OFFER WHEN YOU TAKE OUT A CONTRACT ON THE S22 ULTRA)

3
Mohammed
iD Mobile Employee
1 year ago
P
Newbie
pottersjNewbie
posted in Ask a question.

Misleading upgrade process

Since I cannot email the Complaints Department I thought I’d post it here :I received the monthly ID newsletter on the 6th February, which had a link for exclusive pay monthly deals for existing customers (which it transpires are actually available to anyone). I followed the link and chose SIM deals. I saw that I could upgrade from 6gb/month to 8gb/month for the same price, so clicked on 'Choose this plan'.I followed the process through to completion. Since I had upgraded in the past I was not surprised that a new SIM was being sent. However, on the 7th February I received an email with the subject 'Welcome to iD. Let's get started' and this caused me to dig deeper. Amongst other things that rang alarm bells it suggested I would get a new phone number.I used the online chat to try and find out what was happening, and it transpired that rather than an upgrade, a new (second) account had been set up. It took me quite a long time to get the agent to understand what had happened. He had no

7
Tom
iD Mobile Employee
2 months ago
Garythfc
Newbie
GarythfcNewbie
asked in Ask a question.

Bill

My bills are showing in both the app and online, but when I open them they are completely unreadable, does anyone know how to fix this?  Thanks  

6
Kash
iD Mobile Employee
5 months ago
B
Newbie
bpfarrell
asked in Ask a question.

Why has my monthly bill increased by 20%

I am in my second month with ID Mobile and the monthly bill has increased by around 20% without explanation and without any additional charges listed. Can somebody from ID Mobile please look into this.

6
Tom
iD Mobile Employee
6 months ago
Paul Atkins
Newbie
Paul AtkinsNewbie
asked in Ask a question.

how do i register as vulnerable

How do I register myself as a vulnerable customer 

3
Ryan
iD Mobile Employee
2 years ago
S
Novice
surfinNovice
asked in Ask a question.

ID mobile data in Italy

Hi,What is my Data Allowance for Italy?Do I get charged for using my Data in Italy?When is the app going to be working as its still down?

12
Tom
iD Mobile Employee
16 days ago
Stephanie Chittenden
Rookie
Stephanie ChittendenRookie
asked in Ask a question.

Temporary number

I have recently move to ID and have taken my old number. When people message me on my old number my reply is going to them under the wrong number. The number is work in the settings. How do I correct this?

9
Tom
iD Mobile Employee
3 months ago
Laney46
Newbie
Laney46Newbie
asked in Ask a question.

how crap are ID

Probably the worst network as far as getting customer service, their talk bot is rubbish and when you eventually get to the chat line they cannot do simple things.Stuck in a 12 month contract, cant wait for it to end, what a shambles of a company, i would be embarrassed to admit to anyone that i worked for them. Feel sorry for their employees, having to operate such a crap system. 

5
Laney46
Newbie
1 year ago
C
Civilian
cplo5Civilian
asked in Ask a question.

PAC code submission failure

I have tried to submit my PAC code using the online form but it keeps coming up with the same error message: “We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.”Please can you advise as to what the issue is? I’ve never had an issue transferring my number before. My old provider is EE and they report no issues at their end. 

3
andewhite
Legend
1 year ago
K
Newbie
kelvoNewbie
asked in Ask a question.

Proof of Purchase

Hi there, I have pay monthly contract, but I require proof of purchase for the phone (iPhone). I do remember the delivery note having serial number/IMEI, but I’ve lost it.Are you able to provide me with a new proof of purchase document? Thanks.

1
Tom
iD Mobile Employee
9 months ago
Dave Wilkinson
Newbie
Dave WilkinsonNewbie
asked in Ask a question.

refused upgrade

have been with id 4 years on a pay monthly contract always pay direct debit so never missed a payment  never had an upgrade either  so time to do so  as current phone is slowing down went through all proceeders orderd new phone and contract got confirmation e mail for order   then 4 hours later another e mail with this message    We’re sorry but we’ve had to cancel your order (125643884) as it didn’t pass our internal security checks.Internal checks are carried out for the safety of our customers and we apologise for any inconvenience caused. Regards,The iD Team

13
Kash
iD Mobile Employee
1 year ago
Christine Hattinger
Newbie
Christine HattingerNewbie
asked in Ask a question.

order declined

I was trying to buy a new mobile phone contract through mobiles.co.uk and they have just told me that the order was declined by network (iD Mobiles) after being credit checked. I am really surprised as my credit rating is excellent and I cannot see any reason why I should have been declined. Can ID Mobiles please let me know why they have declined the order. 

1
Kash
iD Mobile Employee
2 years ago
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