The BAD and the GOOD from IDMobile my experience today 1st November 2025.

After deciding I have to many phone's due to work and personal use I decided to upgrade my personal account to a sim only today. After paying out over £31 per month for phone and sim unlimited it's now time to go sim only. I decided to go for unlimited on a monthly contract currently £18 each month, big savings to be made.

So I called sale's this morning and spoke to an agent told them that I wanted to upgrade my contract. So after going through the the security checks he processed to start my upgrade. Here's where it all started to go wrong, after giving my phone number to him, he told me that my detail are not on the system. I find this very strange as I've been paying my bill's for year's with no issues. Ok so I gave him my account number and low and beyond this account number not in the system. In turn he asked me if I had given the correct phone number and account number to which l replied most definitely I've had this account for year's.

So he then asked for my post code to see if anything would tie in with my post code, surprisingly not a things. This went on for about 15 to 20 mins to which he replied you don't have and account with IDMobile and cut the call just like that. How rude and very unprofessional I'm now thinking what the heck has happened to my IDMobile account now. I checked my detail in the ID Mobile app and everything is correct, but this time round I took note of my Account number and Transaction number, the date I took out the contract and customer service pin. I recalled sale's and an agent by the name of Sunny is now dealing with me, the first agent I forgot his name I'll call him for now Mr Rude 😩

So I started again with the IDMobile agent Sunny that now I'd like to upgrade to a sim only contract but a monthly unlimited one. Once again I gave my phone number, email address no record's of me nor the number ever being linked with ID Mobile. So I said this is my account number so he searched using this information once again no results back. I told Sunny I find this worrying as I've had this account for years never missed a payment yet. Sunny went away came back did everything possible but to no avail (I'm deeply worried now). Some 20 minutes later  again I said to Sunny what if I gave you my original order number or transaction numbers when I had placed my order for the phone and sim year's ago.  The order number did not reveal anything but when Sunny used my transaction number he managed to find my detail's. He in turn said that he's never seen or experienced a situation like this before. After finding my details now he linked my details so everything about my account should come up where it's needs to be. Sunny even gave me my customers number and told me to use this in future as everything now is linked to your customer number. Now we're on a roll again it's been some time so once again I explained I wanted to upgrade to a monthly unlimited sim only. All along he was very professional and kept me informed even when he had me on hold trying to resolve the earlier headache of my account. I won't bore you with the rest of my account but he did the upgrade for me I'd received the confirmation email etc etc checked all details once I was happy did the agreement and sent it back. 

So best part of my morning was wasted trying to sort out my IDMobile account no fault of my own.

I have nothing but praises for this agent Sunny he did everything possible to help me, still it also help if you have everything about your account (contract) to hand. All I'm saying as a paying customer that staff should be professional in how they conduct themselves to customers and keep them updated in a timely manner.

In the end I finally got the upgrade that I wanted, some customer's may of called it a day and go else where when rude staff handle them in a very unpleasant and unprofessional way.

Thank you IDMobile

Joe 😉