Need help with billing, but can't get your live chat to appear no matter what i try!

For the live chat, or lack or it this might answer that problem

• I'm unable to see the Live Chat button. What should I do? F.A.Q.

Once that is hopefully sorted, then after reaching them they can may reinstate the service. They do this on a case by case basis.

However, the human aspect of their live chat is closed now as their hours are:

9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

I would suggest you type talk to person or speak to person as this bypasses their automated chat bot.

I hope your mum feels better once you’ve moved her 🤞

Hello, and thank you for the aid.

I did however, already try all the solutions listed (and a few more to boot) before I posted this question! Had this issue once before and as I recall I managed to circumvent it by using my phone but that didn’t work this time either :[

Am aware I missed them, I was furiously searching for a way as the time wittled away but eventually resigned myself to a more long winded process, haha.

Thank you, long term illness unfortunately - though am sure she will feel the benefits of a nice new home regardless!

No problem at all.

Oh, so you’ve already had fun and games in trying live chat and couldn’t get the button to load.🙄 I don’t recall someone not getting it to load eventually though, so you’re the first.

The other things to try are via their socials (Facebook or X), or wait until one of the staff members on here pick this up and take it to private message. The latter would likely be a slower process.

And I know how your mum feels then, but sounds like you’re doing your best to make things better, so well done you!

I have indeed.

Oh really!? Well I do have a tendency to be especially awkward! It may be self inflicted, I run quite a lot of privacy related stuff, and I set some of it up some years ago and have kind of forgotten what I have and how it all interacts… Plonker, eh?!

Ah yes… I also happen to be the awkward kind of sod who doesn’t use either form of social media!

Am unsure why it’;s such a running issue with the live chat, you’d have thought it would have been addressed by now - considering online communication is the *only* means of communication - but what do I know. I can’t even keep track of my own PC!

I shall have another go today, see if I can muddle my way to a solution regarding live chat - otherwise I shall have to play the waiting game.

You have my gratitude, and respect for exceeding your duty as a fellow customer and citizen of the world! Oh and good luck with whatever ails you, hope you have some relative comfort 🤗

Hey there ​@Xerxes, we’re sorry to hear this.

Have you managed to get in touch with our live-chat to look into this at all please, or are you still having issues?

Thanks,

Tyler

Hi ​@Tyler ,
I have indeed, via a friends phone.

I did clarify on my other post which you replied to (apologies for duplicate)[found here -

 ], and did have one final query before I stop bothering you!

Thanks for the response,

Xerxes.

Same here. Don’t get me wrong, I’m a fairly awkward person too. And I have various ‘anti this that and the other’ addons installed mainly on my laptop too. Take these forums for example, there are 9 scripts ‘needed’. Then add the 9 cookies that want to follow me all over the www. But we have to do what we have to do. I personally hate all this ‘stuff’. I’d leave yours set how it is. You can install a blank browser for certain sites. I mainly use a heavily tweaked Firefox and another Firefox (the incognito privacy one) and for some I’ll just use Edge. I’ve also got one called Brave but haven’t used that one for about a year.

Regarding Edge I reject additional cookies but when I’m done it gets a deep ‘clean’ before I close it.

And again I don’t do those socials either. What ever happened to actually being able to call a human for support. I have difficulty typing (you couldn’t tell with all my waffling) and it takes me a while to write replies etc. And personally speaking is by far quicker which in turn I’d say would save support staff time rather than having to wait on folks like me typing at a slower rate than most. It’s for this reason I tend to use a laptop (obvs with a keyboard) as typing on my phone is even slower lol.

I’ve never even attempted to try their chat function, in part for the reasons above but also due to having read some of the content that gets posted on here. I’m not picking fault but some of it really does make me question why don’t some people understand. I actually know the answer and that’s because they have to stick to a predefined script. But whatever!

Wow, thanks! Just trying to do my bit 😉

I ain’t gonna get any better but I’m still here, and whilst my hands and what’s left up in my skull still work I hope to continue to help others whilst I can.

Anyway, I really do hope you get this sorted.

edit. Just goes to show how long this all took, the 2 replies above weren’t there when I started lol.

So happy to hear its all sorted!😊

Oh wow, that all sounds awfully familiar! I use much the same (firefox with extra stuff) for the sake of not being tracked by every company that wants my metadata!

Wholeheartedly agree about the lack of nterpersonal support. not only does it seem a little short sighted from a business perspective, but it also seems a bit flawed regarding how it makes their customers (particualrly those less tech savvy, with health issues or whom suffer from any kind of disorder which impairs their reading/writing capabilities) feel when they have an issue.

Thankfully for me, I am quite well versed in the kind of scripts they have to use, and the avenues you often have to meander down to get someone who is even given the authroity to resolve your issue, but even then it’s exceedingly time consuming and an exercise in patience.
Still have to bounce between ID and their debt collection agency (Overdale, who are… not great...) for a few more days before I can pay them the measly bill and resume my services!

You’re very welcome! I think it’s important to recognise good deeds where they exist, especially as they seem to grow ever rarer.
Sorry to hear that you’re stuck with whatever ails you, but it’s lovely to hear you still have such a refreshingly positive outlook despite it. Kudos to you, good sir. Not sure why i said that so pretentiously, but I did mean it!

Thanks again, best wishes and stay cool big D! :D

iD do have a vulnerable helpline for those most in need. How much better you’d fair is an unknown to me. On a technicality I can’t liaise directly with them, as I did attempt another avenue that sadly lead to a shear drop.

Thanks. I really do mean that!!!

​@Daz_S You need any help with that? Happy to liase on your behalf if you require assistance, or just someone bullheaded enough to keep pushing through the beaurocracy and limitations!

Do it for my mother often enough, so quite used to it by now. Obviously avoidance of sharing personal info might be tricky, but I’m sure we could work something out if you needed :]

​@Daz_S All good, good folk deserve good deeds done unto them too!

Oh dear, I can only imagine your frustration. It is frankly astonishing how poor they are at certain aspects of their service consodering it is their only focus, and they are an offshoot of a major tech brand!?! 

I'm still baffled by how antiquated things like their sign in page is, why on EARTH does it require you to tap/ click the box to input both username and password seperately. Very minor gripe, but its just so weird! Also unfortunately starting to get the feeling it is symptomatic of their view of their custlmers in general, having had more interactions with their staff.

Not to mention how notably absent they are on here, the vast majority of answers and aid seems to come from other users, whilst their focus seems to be more geared toward public image. A rising trend across most providers, but a disgrace nevertheless.

Of course thats not reflective of all of them (but if you're an ID member of staff and feel slighted by that, it probably does reflect you 😉).

Anyway hope you keep up the fab work, and good luck with new provider! Be sure to share your tales of joy and  WORKING signal around here, might make them buck their ideas up, heheheh!

Why thank you ​@Xerxes 🙂

Yep certain ‘this is how we do things around here’ are a tad frustrating and some aspects need bringing up to post 1990’s tech. But we plod along and make do. They do after all market themselves as no frills…. And having spoken to some of our older generation they will be staying where they are for the foreseeable. I let a few loose on my iD app and some liked the options (even though they were hidden behind a few button presses) but others said it was too cluttered -  if there comes a point when iD stop popping distracting adverts on their app some did say they may give them a try. But as the saying goes if it ain’t broke don’t fix it and most are happy with their phones service with their provider.

As an example my wife does like the biometrics to open the iD app whereas I prefer not to use this option.

As you can see I’m still on here and thus currently still a user of iD’s services. And a Christmas ‘fairy’ has sprinkled a little magic dust upon this area too. The problem is the dust is blowing away. I’ve also had several other SIM’s ‘tested’ here and thus far not one can give a signal higher than 3 bars. Giffgaff was nothing at all. But the ‘fairy’ is still trying their best and for that I am truly grateful - they know who they are.

Not to mention how notably absent they are on here, the vast majority of answers and aid seems to come from other users, whilst their focus seems to be more geared toward public image. A rising trend across most providers, but a disgrace nevertheless.

Being as they don’t have a phone number for support anymore (it was way before my time with them) and (like me) some don’t have FB or X or Insta then we are limited as to how to get support - Live Chat or this community. I personally would put more effort on here (maybe even a secure folder where we can raise issues within this forum which get sent to their advisors/tech team and then they contact us) or indeed bring back a support number whereby we are given a PIN and this ‘unlocks’ the voice part of their support. I’m better at explaining things without having to concentrate on making sure I’m typing it correctly. Like the older generation I’ve mentioned, they prefer to be able to pick up a phone and use it for its intended purpose - to speak into it and hear a voice back at them. But sadly more and more businesses are phasing out voice support. Maybe we should drop the wording of mobile phone to mobile device as many no longer use it for a chin wag anymore.

But the problem with offering more support methods means more costs to the business which in turn we end up paying for.

Anyway hope you keep up the fab work, and good luck with new provider! Be sure to share your tales of joy and  WORKING signal around here, might make them buck their ideas up, heheheh!

As I’ve mentioned, FTTB I’m still lurking within these fora, but I can only take so much before they force my hand. If only Vodafone and 3UK were not merging, I’d likely have gone back to Voda. Oh well let’s see what the future holds….