I took out a contract with iD mobile for unlimited texts and minutes, 500gb of data and an iPhone 17. I checked coverage beforehand and there was excellent 4G in my area. 

Delivery of the handset was quick and it was easy to get my number switched over. Unfortunately, that was the only positive part of my experience with iD, which is still dragging on. 

I had my previous (giffgaff) SIM card in my new (iD) handset for a few days until my number was switched over - no problems with coverage etc at all. As soon as I switched to iD and started using their network, I had issues - completely unpredictable data availability that occasionally worked fine but more often than not had period of between 10 minutes and 2 hours where nothing that needed internet worked at all. 

I tried to contact id repeatedly and their chatbot just took me in circles. I tried to raise a complaint via their complaints form - but on clicking submit, was redirected to the chatbot and so still unable to contact anyone. Eventually, I found an email address online and contacted them via email within the returns period. We went back and forth, me being asked for and proving the same information via email a good 3-4 times until I eventually heard from someone by phone. By this point, it was pique the returns period, and they told me that I’d have to post the handset back - but that to avoid being charged a £700 termination fee, I couldn’t cancel my payments and request a PAC until they’d received the handset and processed the return/ cancellation. I’d therefore have to take out another contract with a different provider for a new number and handset in order to have a phone during this time - whilst continuing to pay my id contract, although they did begrudgingly agree to refund my payments made so far and my postage cost. 

I checked with various providers for fully insured postage, which cost around £37, and sent a screenshot of this quote to iD, asking them to confirm they would refund this amount before I posted it, and that if I didn’t hear back the next day I’d post it uninsured delivery. Didn’t hear back the next day, and I’d been told the return number was only valid for 5 days - so by the time I’d ordered a new handset with a different company and received it, this deadline was fast approaching. I posted uninsured but recorded and have proof of delivery. I also left find my iPhone on, so was able to see when it arrived at the address. 

ID then contacted me to say the phone received had a different IMEI to the one they’d sent me, and recommended I speak to Royal Mail (who, incidentally, weren’t the courier I used for delivery) regarding the ‘fake handset’. I let them know that not only was Royal Mail totally uninvolved, but that I could see the handset with the IMEI they provided had been in their warehouse for some time. 

They then called me to say they would refund the original £37 postage that I sent them a screenshot of (despite my follow up email saying this wasn’t what I was going to do, and my further email providing an updates quote and receipt for the postage used). They weren’t able to address any of the other questions I had during this call about the handset. They sent me this £37 direct to my bank account - but then charged me the exact same amount via my direct debit with them. 

After chasing multiple times, and reiterating that I could see the handset with the IMEI had been delivered and been in their warehouse for weeks (I had a couple of responses saying exactly the same thing as their earlier message) I sent a final email to say that I would be cancelling my direct debit and, provided I received a full refund of payments made to date in the next 7 days, would be seeking legal advice. Not expecting a reply to be honest - but at least after cancelling my direct debit they won’t be able to take a cancellation fee without my consent, and I can finally transfer my number to my new provider (O2 - who have been absolutely fine with much better coverage). 

Posting this in the hope it saves anyone from the dreadful experiences I’ve had. Looking on their forum, multiple people have also had this same coverage issue. It’s taken a while to be able to post something because each time I try to access the forum im told my password is incorrect - although I’m already logged in on the app and haven’t changed my password since I saved it from there - and the password reset email never arrived. Took me a while to work out that you need to create a separate login for this - almost like they don’t want customers to talk to each other about their experiences,.. 

AVOID ID AT ALL COSTS - didn’t provide the service I contracted for them with, communication was either nonexistent or so poor as to be actively unhelpful, they’ve then tried to scam me by saying they haven’t received my return when I have evidence to the contrary, STILL haven’t cancelled my contract almost a month later - and have threatened to charge me £700 if I do it myself. Worst phone company ever.