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New Contributor
Missy020
New Contributor
October 20, 2025
Question

nothing happens after live chat says connecting you to live agent

I need to speak to someone about an unknown large charge on my bill. When using live chat it says connecting you to live agent after entering my pin but nothing happens and it times out. I have tried several times and also tried speak to person prompt. Same thing happens. I really need to speak to someone. 

    4 replies

    andewhite
    Platinum 
Contributor
    andewhite
    Platinum 
Contributor
    October 20, 2025

    I need to speak to someone about an unknown large charge on my bill. ...

    I really need to speak to someone. 

    This community article explains several other ways of contacting iD support, ​@Missy020.

    🍀 

    Forum member (non-iD).
    New Contributor
    Missy020Author
    New Contributor
    October 20, 2025

    None of these other options work as live chat is the only way to speak to a person. They are all automated 

    andewhite
    Platinum 
Contributor
    andewhite
    Platinum 
Contributor
    October 20, 2025

    None of these other options work as live chat is the only way to speak to a person. They are all automated 

    Sending iD support a private message using Facebook Messenger or Instagram should get a response from a real person, once you have verified yourself as a genuine iD customer, ​@Missy020.

    🍀

     

    Forum member (non-iD).
      iD Mobile Employee
      Zandile M
      iD Mobile Employee
      October 20, 2025

      Hi, ​@Missy020 

       

      Thank you for getting in touch. I completely understand your concern regarding the unknown large charge on your bill, and I’m sorry to hear about the difficulties you’re experiencing with our live chat. We are currently aware of technical issues affecting the live chat service after entering your PIN, the connection to a live agent time out. Please rest assured that our team is working tirelessly to resolve this as quickly as possible.

       

      In the meantime, I recommend price us on our Socials on (Facebook or Instagram), Live Chat, Community or email us at socialqueries@idmobile.co.uk, outlining the details of your query, we would like the opportunity to put things right.

       

      Thank you for your patience and understanding. We appreciate your business and are committed to resolving this issue for you.

       

      -Zandile 

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