Unlimited Minutes or not?

Hi ​@tharlow,

Welcome to the Community!

I have removed your mobile number as this is a public forum.

Have you checked your allowance via the app and your account online?

What minutes did you have prior to this? If unlimited it’s likely that you still have unlimited minutes but we can PM you to check.

Kash

Kash,

according to my account online I have unlimited minutes.

My old plan I had 500 minutes.

Could you confirm which one is now operational?

Thanks for your help 

Hey there ​@tharlow, thank you.

When you initially change plan, if you change partway through your monthly allowances, then you may receive pro-rata’d data until your next invoice.

https://www.idmobile.co.uk/help-and-advice/plan-changes#:~:text=Allowances%20%2D%20The%20total%20allowances%20from,your%20next%20billing%20period%20starts.

If you’d like, we can send you a PM to check your account?

Thanks,

Tyler

Not sure what this means.

Does my old plan continue until 31st January with 500 minutes and on 1st February becomes unlimited?

As I posted before, my online account has already been updated to unlimited minutes but I received a text on Tuesday informing I have used 80% of my minutes allowance.

This is why I am confused.

My online account tells me I have already got the new unlimited minutes plan but the text message informs me I haven’t.

I just need to know which plan I am currently on.

Thanks. 

Hey there ​@tharlow, would you prefer if we sent you a PM to check your account, and to confirm your new plan has began?

Thanks,

Tyler

Yes PM me.

According to he video between 0:44 and 0:58 it says ‘Your new plan will be in action within 30 minutes’.

Can I assume the 80% usage message was sent in error?

Many thanks.

Can we resolve this issue today?

I haven’t received a DM from you since  this on Tuesday (21st).

Do I have unlimited minutes as shown on my online account ?

A simple YES or NO will do.

From my online account, as you can see unlimited minutes.

Confirm this is correct and the above message was sent in error.

Hello ​@tharlow 

Thank you for your reply. 

I can see we have sent you a private message. 

Response times can vary but our team will get back to you as soon as possible. 

Our Live Chat team is also available here. 

Thanks, 

Nat 

Thanks Nat but Jason phoned me and a new SIM card is in the post.

So I am still on the old tariff despite both my phone and online ID account informing me otherwise. 

Once I receive the new SIM, installed and it works, hopefully problem solved.

No problem at all ​@tharlow, glad to hear.

Let us know if any further issues.

Thanks,

Tyler

Thanks Tyler.

Waiting for new SIM and will report back.

Once I have installed the new SIM does the new plan start immediately or at the start of the month?

I’m low on minutes and wondering whether to add on extra minutes.

Thank you ​@tharlow. 

The new plan should’ve started automatically.

Thanks,

Tyler

That’s what I thought too.

The ID video says within 30 minutes!

If you scroll back on this conversation you will find photos of both of my ID accounts on my phone and online informing me of just that.

But last Tuesday (14th) I received I received this message (attached).

ie I have 100 minutes left.

I have asked if this was sent in error and I should ignore it.

No answer so far.

Having got nowhere, on Friday 17th  (12.55) I made a formal complaint and Jason phoned me.

Opened a new account and  new SIM card is in the post.

So do I have unlimited minutes or do I need to buy an add-on extra minutes?

Is the new plan in operation now?

Or when I put the new SIM card in?

Or at the beginning of next month?

Please give me some answers.

Tuesday and no new SIM card in the post.

Can you confirm it was sent on Friday?

Also will you/someone at ID answer my earlier questions?

Clicked for new plan on 10th January at 11:30.

16 days later and I am still don’t know if I have the new or old plan.

Day 17.

No reply to my comment and new SIM not arrived.

Please reply or another official complaint.

Hi ​@tharlow 

We can see you are currently in talks with us via private message. 

We will be back to you there as soon as possible.

Nat 

I was told I would receive a phone call by 15:30 yesterday.

Still waiting.

Thanks Les,

The first informative reply on this thread.

“I am also on unlimited minutes and have had the same text a few times over the years but have never been changed anything. I believe it's a technical issue.”

Anyone from ID wishing to comment?