My father acquired a new smart phone with ID mobile last year, having previously had a phone on the 3G network. Soon after acquiring the phone he realised he could not view his account details online as when he entered his details he just received a message saying his details weren't recognised (although this has not prevented ID mobile taking money from his bank account). He has written twice to ID Mobile about this, but has not received a reply despite the SLA of 7 days given on the website. On 30th December he was in the middle of a call when it was suddenly curtailed by a recorded message saying he had reached his capped limit. He does not believe he has a capped limit, but being unable to view his account details or discover his customer service pin is making it very difficult to receive any help. He has reported these issues via live chat, but once again he is asked for details which aren't being recognised, and so he feels he is constantly hitting a brick wall. He has, following advice on live chat, emailed proof of identify to the email documents@idmobile.co.uk. He has has not received a reply to this, although I appreciate we have had the New Year holiday. He has now been unable to make calls for nearly a week which is causing stress and anxiety.Has anyone else had similar issues, and are there any other ways we can try to get help?'

@Daz_S, @Tom Thank you for your suggestions and the phone numbers. After a lot of perseverance, a morning on the phone, three customer pins and to cut a long story short it turns out my father’s date of birth in DI Mobile records was incorrect by about 40 years! Anyway, although not particularly happy with DI mobile,he now has a new tariff, so I hope his issues are resolved for the moment. Thanks again for your help.

Hi @CJDearI’m sorry to hear this, the details used in the iD Mobile app/website when registering must match that of the details used when purchasing and would be the details of the account holder. If those details are different to what you’re inputting into the website, you’ll encounter an error.You may not receive a response via the documents email address, it’ll be worth getting in touch with the live chat again about this.Tom

Cannot make calls and unable to view account details

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