If you’re unhappy then raise a complaint.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Hi ​@thompson_2009 

Can you let us know what problem you are encountering including the make/model of your phone.

This is a forum for customers of iD Mobile and we may be able to help and we do try our best to do so.

If you wish to speak to an advisor then have you tried contacting iD Mobile? :-

To speak to an agent then you need to contact the Live Chat:-

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

Type ‘talk to a person’ when you open the dialogue box to bypass the unhelpful chatbot.
Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

Or

Send a private message via their Socials (Facebook, X or Instagram)  
iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile

Good luck x




 

Hi I traded in my phone and they returned it saying Failed authentication.

Ps what on earth is wrong with this website,. it's totally broken.

To protect the business, iD Mobile perform a 3rd party verification test (Checkmend). Based on this outcome, they reserve the right to trade.

When a search is performed, it looks at property history records and can provide confirmation of item identity, tell you if an item is (or has ever been) recorded as lost, stolen, is a counterfeit, been cloned, had any insurance or warranty claims made against it etc. 

The phone you attempted to trade in has failed this check and, as a result, iD Mobile has returned it to you.

Okay well this is my phone that I've owned from new.  It has never been changed in the time that I have owned it, it has belonged to me and nobody else. It's never being cloned or had any kind of claim against it of any kind. 

It's never been lost or stolen because it had been. I would know about it wouldn't I? Because I've owned the phone the entire time of its life. 

And the most ironic thing out of all of this is ID sold me that phone. So what you're telling me is that ID sold me a dodgy phone with a dodgy serial number or something else.

Regards.

If you think or feel iD Mobile sold you a dodgy phone, then do your own check and take it further. Any issues logged against the device will be date and time stamped, and if these dates were before your purchase date, then you have grounds to complain. Regardless, id Mobile doesn’t have to accept a device.

I brought a brand new Google pixel 7 on a contract with ID mobile and they're saying that the phone failed authentication and refused to trade it in. It's cost me the price of the phone and a £250cash back from Google and they refuse and I say it again refuse to tell me why the phone failed authentication and will not contact me any further regarding this issue. I have phoned them. I've emailed them currys, carphone warehouse ID network and they will not tell me why they've returned my phone other than two words failed authentication and they sold me the phone.

I’ve answered your query. Do your own check!
 

https://www.checkmend.com/uk/

I've done the check and the phone is 100% green. A tick on every single thing do id mobile ever reply to these posts? Or is it just a community thing?

As instructed in post 2, raise a complaint. If you’d done that a week ago you’d probably have something sorted by now.

Welshpad is right. But it needs to be a formal complaint by email or letter. Complaining over the phone or live chat is not only frustrating (I know from recent experience). But there's no paper trail and details can be easily forgotten.

Do you know the process? You have to give them 8 weeks to investigate your complaint. Once they send their final response letter. Or if there's no reply after 8 weeks you can then take the matter further.  Read up on ID's complaint procedure. That should tell you who to escalate your complaint to. Make sure to keep all documents and correspondence. Hope that helps.

I have complained to currys, carphone warehouse and Id for over 3 months and I got the 1 reply saying the phone failed authentication. Since then I have had nothing. I even went into 2 Currys stores and they said they couldn't help me because I brought the phone online I have also rang all 3 and they all said I have to wait for you trade in team to respond and they refuse to respond. I have sent countless emails to customer service complaints and the trade in team and not had a single response. they refuse to help me or respond to any of my requests.

I am going to complain to ofcom.

Good luck with that! They don’t deal with such matters. You’ve been told over and over what to do, and that’s to follow the complaints process and raise an official complaint. I’ve provided you with a link that contains all the information required to do just that. Moaning on a community forum or to a support agent will get you nowhere. 

Whatever 

Unfortunately phoning will just result in you being past from pillar to post and leave you more frustrated. Only way is to follow the complaints process 

Thanks done that been doing it for months and got absolutely nowhere. Not hard is it to hit reply to an email lol. So frustrating.

What’s the complaint reference number? If eight weeks has passed then request a deadlock letter and take it to the ombudsman.

As far as I know you don't even have to request a deadlock/final response letter. At least not for the financial ombudsman. No response after 8 weeks just go ahead and escalate the complaint.

Hi ​@Gordon Palmer ,

Thank you for your message. You’re correct, if eight weeks have passed since a complaint was submitted and there’s been no resolution, you can escalate directly to the Financial Ombudsman Service without needing to request a deadlock or final response letter.

Lamiya

We still not had a single response back, still the worst customer service in history. I cannot understand why this company doesn't have a official complaints procedure. They will not respond to any requests whatsoever, what is wrong with them.

I am not going to give up on this. Citizens advice next.