No service a week after recieving phone URGENT

Hi ​@123neve,

Thanks for getting in touch, and I’m really sorry to hear about the ongoing issues following your number transfer and replacement SIM activation. We completely understand how frustrating and concerning this must be, especially after already trying all available troubleshooting steps without resolution.

As this is a public platform, we’re unable to access the account or escalate the issue directly from here. However, given the length of time the service has been affected, we would strongly recommend contacting our Live Chat team urgently so the matter can be fully reviewed, escalated where required, and the compensation request discussed further.

You can contact the team here: https://www.idmobile.co.uk/live-chat

We sincerely apologise again for the inconvenience and lack of service you’ve experienced.

Regards,

Gemma M

The iD Mobile Social Media Team

I have tried speaking to the live chat multiple times and I am constantly receiving ‘is your problem solved’ after no help

I presume you have activated by the below link?

https://my.idmobile.co.uk/activate-sim-outside

Yes

This is extremely urgent and I am getting no help. For over a week I’ve been using a phone that doesn’t actually work. I have tried everything suggested. I was told last Friday it was passed onto the technical team and will get back to me in 24-48 hours and I have still heard nothing. At this rate I will be going back to O2. Absolute joke 

I had a similar runaround when I was on esim several weeks ago.  The same “the technical team will contact you” = Im beginning to think they either dont have a technical team, or they are so understaffed there is a 6 month backlog!

Back to your issue though, it would be good to discuss some more… can you let us know some stuff…

• what make and model of phone you have?
• physical or esim?
• what troubleshooting you have tried
• any error messages?
• Can you make call / receive messages when connected to WIFI?
• Have you tried your sim in another phone?
• If you have a physical sim, perhaps try and request an esim
• if on physical sim, perhaps pop down to curry's to get another sim and attempt activation again

I have an iPhone 17 Pro and I’m using a physical SIM. I originally had issues after my number transfer and have now tried two separate replacement SIMs from Currys, both of which still do not work.

Current issue:

• Phone shows “No Service”
• I cannot make normal calls or texts
• WhatsApp/FaceTime work only when connected to WiFi

Troubleshooting already tried:

• Restarted phone multiple times
• Reset network settings
• Activated replacement SIM through the iD Mobile app
• Spoken to multiple customer service advisors
• Been told everything appears fine on your side

At this point it seems more like an account/provisioning issue rather than a faulty SIM or handset, especially as two replacement SIMs have failed.

Agreed it a backend problem with your account and needs to be looked at by the illusive “technical team”

Contacted ID mobile on web chat is fruitless, the web chat team are limited to the most basic of procedures as am sure you have experienced.

I had a little more traction, emphasising “a little” with ...

email: socialqueries@idmobile.co.uk

tel: 0800 049 1300

who were able to raise a complaint.  

I initially contacted the complaints team directly, and increduously was advised that they were not able to raise a complaint unless one has already been raised by reaching out to the above number and email!

Best of luck mate...