Registering a replacement sim seems impossible

Question

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 identificationI'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

Tom · Accepted Answer

Hi ​@Mg83Sorry to hear this, however if you aren’t the account holder themselves it may be difficult to verify some things.My best recommendation is to contact he vulnerable customers team directly on0800 049 2376.https://www.idmobile.co.uk/legal/accessibilityTom

Mg83 · Answer

Hi Tom,Thank you for your replyI've spoken to the vulnerable customer team via phone two days ago, Dad spoke to them first to give permission for me to talk to them on his behalf. It was actually that helplinethat told me we wouldn't need identification in store.Fortunately Dad only has just over a month left on his contract so we're now taking steps to close his account and obtain the PAC code to enable me to switch him to another provider.Sadly itseems from our experience that iD aren't particularly adept at customer service or resolving issues. One hand doesn't seem to know what the other is doing between differnet departments.Thanks again for reaching out and trying to help. From everything I've read on here it's a good community space with some real helpful people.Martin

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