No alert when bills are generated

Hi ​@Jonty Soper 

Could you describe what you mean by an alert? Do you mean the SMS text?

Tom

Hi ​@Tom ,

Apologies - I should have been clearer.  I’m referring to the email alerts.  One of my three plans just doesn’t seem to generate them.  I get other iD comms to the email address in question just not bill alerts.  This isn’t a problem, just odd.

Jonty.

No worries ​@Jonty Soper 

Just to be sure, they’re not going to your junk/spam folders are they?

Hi ​@Siân ,

Thanks for the suggestion.  I did check my spam settings (and have done again just now, just in case) but emails from iD Mobile are not blocked in any way, shape or form.

But I may now have uncovered some useful detail…

I’ve been an iD Mobile customer since 2021.  In April 2024, I “upgraded” to SIM-only again (I was SIM-only, then contract, now SIM-only again).  I got the emails regarding my order and even my “The first bill on your new iD plan is ready” email alert but since then nothing.  So I’m guessing some kind of system glitch.

Wow, my self-made email archive has come in handy for once 😉

Jonty.

Hi ​@Jonty Soper 

For the number you’re not receiving emails for, have you signed it up to the iD Mobile app to ensure an email address is there for billing?

Tom

Hi ​@Tom ,

Yup - email address is all present and correct (checked via the app and regular web log-in).  In fact, I’d even set a different email address some time ago, but it made no difference so I set it back again.  As I suggested, something seems to have hiccupped since I “upgraded” in April 2024.  It’s just odd, it’s not a problem.  I keep on top of my life admin  👍

Jonty.

Hey there ​@Jonty Soper, sorry to hear that. No worries if it’s not a problem, but please let us know if you wish for us to keep looking into this for you.

Thanks,

Tyler

Hi ​@Tyler ,

Well, if you guys are able to check my account and its settings and can see the glitch - and remedy it - then that’d be great.  But if you’re not able to for any reason and the official support / chat route is needed then I’ll give them a shout 👍

I guess it’s odd when you have a problem when you don’t, LOL 😁

Jonty.

Just to confirm, the billing email address can be found by navigating the following options:

View your plans > Edit details > Billing email address

Hi ​@WelshPaul ,

Cheers for chipping in.  To confirm, the email address is correct.  Something’s just amiss since I moved back to a SIM-only setup in April 2024.

Gremlins…

Jonty.

OK, just thought I would double-check you were looking in the right place. You seemed pretty confident, so I didn’t think it was going to help. Hopefully, one of the community staff members can get this sorted for you sooner rather than later. 🤞🏻

Hey there ​@Jonty Soper, we can certainly take a look at least, to see if we can remedy this issue. To confirm, the issue is that only one account doesn’t receive emails with your bills, but the other two accounts do?

Is that correct?

If so, we can send a PM to investigate further.

Thanks,

Tyler

Hi ​@Tyler ,

That’s correct.  Effectively, since I upgraded in April 2024 the bill email alerts dried up.  Two other plans are fine.  I’ve checked and double-checked everything I can think of.

If you - or a colleague - are able to check ‘somewhere’ then it’d be most appreciated.  But I stress, this is NOT a big problem.  No rush!

Cheers, Jonty.

Hey there ​@Jonty Soper, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Thanks,

Tyler