Hi there ​@alisonj34, we hope the kind advice from ​@Geluk has been able to help.

Please let us know if any further questions.

Thanks,

Tyler

Today, I am disgusted with ID’s service. A week or so ago I had eye operations resulting in very poor vision.

I set up my account and my wife’s account, as my wife is not tech or internet savvy.

I have pin for her chat and mine.

I was persuaded to update our sim, and where an eSIM was said to be quicker.

I updated SIM’s on both iPhones 13’s running exactly the same software, and that’s when the nightmare started.

Could not make calls out or receive calls and where currently I’m reliant on them (aged 73, 2 x cancer, before my eyesight problems, and leaky aortic heart valve) so I rely on the mobile. My wife is 71.

Tried to find a way of calling ID mobile. NO such luck, as it goes to a rubbish answerphone. Then had to try and go via my Apple Mac desktop with text setting massive. Got on to chat, explained the predicament, and the chat went on for about an hour, where first of all it was cited that the 3 network had problems in my area, which was not true, as I’d already checked that.

Then was asked to reset both phones, which I’d already done.

I deleted both eSims, then got new eSIMS, to no avail. You name it I had tried it.

I explained that something was awry, and straight away after first blaming 3 for non existent works in the area, they then blamed Apple, even though Apple had run hardware diagnostics on both phones, showing there was no hardware or system software problems at all.

I asked if there was a tech there who could ensure we had the right settings...IGNORED.

Then I was asked to get a new physical sim for both phones taking 2-3 days, which would mean me having no communication from hospitals where I’m awaiting a call.

They then said I should take both phones to the Apple Store….SOME MILES AWAY where I can’t see much at present anyway, which I made known.

They then said I should take both phones to Curry's, again impossible as I can’t see much let alone drive, or even get a bus, as I would not know where buses ran or where bus stops were, let alone which stops.

I suggested there must be a tech person, because the eSIM gave no specific settings for it, only how to install it and auto activate, and where new settings appeared when the eSIM was activated, none of which I was told what to use.

Eventually the chat was abruptly and deliberately terminated, where I had never been rude, but made clear how worried I was, as being virtually blind is a new thing for me, and if it wasn’t for voice control I’d be lost.

So then I was immediately presented with a feedback which I hadn’t asked for, and which deliberately finished the chat to a HUMAN, without any resolution and where she knew how vulnerable I am.

It was then suggested she could not communicate with me over my wife’s account, and that I would have to log in on that account, which WOULD THEN TERMINATE THE CHAt I WAS ON EVEN if on a new window on the Mac.

ALL IN ALL THOROUGHLY DISGUStED WITH ID MOBILE

Hi ​@DisgustingID 

We’re very sorry to hear this and we hope we can get to a resolution to help you with this. We understand this is very frustrating and equally concerning.

Have you tried ringing our Vulnerable customer services line on 0800 049 2376

We can also PM you, if you wish? Please let us know!

Anika

Still no resolution but made a complain who promised to try to help

Hi ​@DisgustingID 

We’re sorry about that.

If you have a complaints reference number, we would recommend calling our Complaints team on 0800 049 2402 or 0800 049 1300.

Anika