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Cannot make calls and unable to view account details

  • January 5, 2025
  • 14 replies
  • 187 views

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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?'

 

Best answer by Kash M

Hi ​@CJDear,

Welcome to the Community!

Sorry to hear that your father is having issues with his services.

As you are not the account holder we can’t PM you here.

I would advise that the account holder get’s back in touch with Live Chat or contacts us via Social Media with ID.

 

Kash

14 replies

Kash M
iD Mobile Employee
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  • iD Mobile Employee
  • Answer
  • January 7, 2025

Hi ​@CJDear,

Welcome to the Community!

Sorry to hear that your father is having issues with his services.

As you are not the account holder we can’t PM you here.

I would advise that the account holder get’s back in touch with Live Chat or contacts us via Social Media with ID.

 

Kash


  • New Contributor
  • January 27, 2025

Pls I dont no where to start from. for the past 5months now ID mobile was just taking my £12 for fun. I can not make and receive calls. 

Pls help me 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • January 29, 2025

Hey there ​@OLAMILEKAN, we’re sorry to hear that.

 

What phone do you have and what’s your full postcode please?

 

Thanks,

Tyler


Please what can I do to start receiving calls 


Please I need my number rectified 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • April 10, 2025

Hey there ​@Nkemakonam Sandra onuorah, can you please explain your issue further for us?

 

Thanks,

Tyler


I cannot receive, make call or receive and send massage since on Wednesday. I don't understand the type of unreasonable network 


Please I need this to be solved 


This very unfair, because I pay my direct debit every month.  This can be classified as incompetent 


Hey there ​@Nkemakonam Sandra onuorah, can you please explain your issue further for us?

 

Thanks,

Tyler

Yes, please what can I do


Hey there ​@Nkemakonam Sandra onuorah, can you please explain your issue further for us?

 

Thanks,

Tyler

Yes, please what can I do

My number is not working since on Tuesday 


Hey there ​@Nkemakonam Sandra onuorah, can you please explain your issue further for us?

 

Thanks,

Tyler

Yes, please what can I do

My number is not working since on Tuesday 

I have never missed my direct debit for once, how can I stay for 3 days with this us horrible 


This network is very unrealiable


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • April 14, 2025

Hi ​@Nkemakonam Sandra onuorah 

 

Okay, do you have any bars of signal on your device whilst using the iD Mobile SIM card?

 

Have you tried the SIM in another device?

 

What device is the SIM being used inside?

 

Tom