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Question

Setting up a new phone on id mobile

Sarah Crosier
Community Member

I’m at my wits end with this network.

I started setting up my new phone over one week ago. I was told I couldn’t transfer my pac code with an e-sim so I waited 3 days for a physical sim. I have spent numerous hours troubleshooting settings with bots and chat support. This weekend there was an outage in my area. 

I want to leave the network but can’t because my pac is being transferred. 02 said this could take 5 working days. I can’t cancel my contract with ID mobile until I can transfer my pac back to 02. 

Has anyone else experienced this? Is there any way of speaking to a human? 

    3 replies

    WelshPaul
    Platinum 
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    • WelshPaul
    • Platinum 
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    • 2975 replies
    • May 27, 2025
    Sarah Crosier wrote:

    I was told I couldn’t transfer my pac code with an e-sim

    That’s not true. In fact, a SIM or eSIM has no restrictions on number ports. Additionally, if you submit a request before 5 pm on a weekday (not a weekend or bank holiday), your number will port over following day.

     

    iD Mobile doesn’t have a call centre, so support is only available online through their live chat service, Facebook and X.

    https://idmobile.co.uk/live-chat

     

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    MZone
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    • MZone
    • Platinum 
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    • 1203 replies
    • May 27, 2025

    You can speak to a person by using the iD online Live Chat service, to speak to a customer adviser ​@Sarah Crosier   

    The advisers work until 8pm on weekdays and 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Siân
    iD Mobile Employee
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    • Siân
    • iD Mobile Employee
    • 1225 replies
    • May 28, 2025

    Hi ​@Sarah Crosier  as ​@WelshPaul  has advised, the type of SIM you use would have no impact on porting your number over, so I am not sure if there has been some confusion somewhere along the line?

    Has your number ported over now?

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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