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I am deployed overseas with the armed forces, i dont have access to my ID Mobile Phone and keep receiivng threatening mail about a collection agency. 

 

You dont have a agent i can call its all automated. 

 

What do i do? I do not like this customer service and will be cancelling my phone 

Best answer by WelshPaul

Armed Forces Deployment and iD Mobile Account

When an iD Mobile customer is deployed for military service, collection of any money owed will be placed on hold for 21 days. Within this time, evidence of deployment must be provided to iD Mobile. Acceptable evidence includes:

  • An Armed Forces contract suspension form from the unit Welfare Officer
  • An official Ministry of Defence letter (on headed paper) in relation to the tour of duty

If evidence is provided within the 21-day timeframe, collections will be halted. For deployments of 6 months or less, a credit can be raised for the customer's monthly recurring charges for the duration of the tour. However, the customer will remain liable for any out-of-bundle charges incurred during this period.

If you are an iD Mobile customer who has been deployed overseas and are receiving threatening mail about a collection agency, you can follow the process outlined above to have your account placed on hold.

https://idmobile.co.uk/live-chat

 

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6 replies

WelshPaul
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  • Answer
  • May 14, 2025

Armed Forces Deployment and iD Mobile Account

When an iD Mobile customer is deployed for military service, collection of any money owed will be placed on hold for 21 days. Within this time, evidence of deployment must be provided to iD Mobile. Acceptable evidence includes:

  • An Armed Forces contract suspension form from the unit Welfare Officer
  • An official Ministry of Defence letter (on headed paper) in relation to the tour of duty

If evidence is provided within the 21-day timeframe, collections will be halted. For deployments of 6 months or less, a credit can be raised for the customer's monthly recurring charges for the duration of the tour. However, the customer will remain liable for any out-of-bundle charges incurred during this period.

If you are an iD Mobile customer who has been deployed overseas and are receiving threatening mail about a collection agency, you can follow the process outlined above to have your account placed on hold.

https://idmobile.co.uk/live-chat

 


Siân W
iD Mobile Employee
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  • iD Mobile Employee
  • 1376 replies
  • May 15, 2025

Hi ​@samwinter12  thanks for reaching out.

I hope the reply from ​@WelshPaul  has helped?

If you would like further assistance with this, please let us know, and we will pop you a message here.

Thanks.


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  • 2 replies
  • May 16, 2025

Good Morning, i would appreciate someone to email if that is okay? Due to the nature of the deployment we cannot provide what is asked, many thanks 


Meeshmanda
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  • 1 reply
  • May 19, 2025

Hi, I am a bit confused, our family is due to be deployed overseas in four weeks. I am trying to work with ID Mobile to be able to keep my number but as I will be unable to use my unlimited contract fully, I asked to downgrade to a lesser plan. They have said I cannot, which isnt really in keeping with the armed forces covenant? However, I can stop paying for my contract and you won’t pursue me until I am back in the country? This doesn’t really seem like a fair and reasonable policy when we have no choice in when/where we go. The covenant states ‘The Armed Forces Covenant is a promise from the nation that those who serve or have served in the armed forces, and their families, are treated fairly’. Doesnt really feel like we are being treated fairly by ID Mobile unless we default on our payments which the wrecks our credit score. So for now I will have to pay around £50 a month for a phone contract I cannot take full advantage of. 


Geluk
Silver Contributor
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  • 464 replies
  • May 19, 2025

SAM, there’s no e mail available.
Persevere with CHAT, and keep entering “SPEAK TO A PERSON”


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  • 2 replies
  • May 23, 2025

I have managed to cancel even though they didnt help me. i found a nice chat person who understood i was serving and cancelled it for me after finding my number. if you are serving i suggest a different Comapny this is due to no real customer support over a phone call, it is too automated. 

 

Good luck to all those who come after me, you will need it.