I ordered a new Phone + 24 Month Plan on Sunday 03/05
The e-sim arrived the same day via email
The phone will only arrive on Tuesday 05/05
I’m unable to activate my e-sim or use my plan as I haven’t got the phone yet, but I’m being billed from the Sunday 03/05
I understand the billing start if this was SIM only, but this is handset + sim, so should realistically be adjusted to suit
Can the billing be adjusted to start Tue 05/05 and the 2 days credited as it seems a bit unfair billing someone for 2 days that can’t be used?
Best answer by Marquerita T
Hi @stijn27 .
Thank you for your response and for explaining your concerns so clearly.
I completely understand your point regarding the handset and eSIM bundle, and why you feel the service wasn’t practically usable until the device arrived.
I’ve contacted you directly regarding this, so please check your inbox for the update.The team will review this in line with your specific circumstances and get back to you with an update as soon as possible.
Thanks again for your patience while we look into this for you.
I understand your concern regarding the billing start date, especially as you were unable to use the service before receiving your handset.
Kindly note that the charges begin from the day the contract is taken out, as outlined in the terms and conditions of your agreement. This applies regardless of when the handset is received or first used.
We understand your concerns and appreciate your feedback regarding this.
I understand the terms state that billing can begin from the contract start date. However, my concern is specific to this being a handset + eSIM bundle.
As the eSIM was tied to a device I had not yet received, I had no practical way to activate or use the service between 03/05 and 05/05. This differs from a SIM-only contract, where the service can be used immediately.
Because of this, I’m requesting a manual review of my case rather than a general policy explanation.
Could you please:
Review whether my billing start date can be aligned with the handset delivery date (05/05), or
Apply a goodwill credit for the 2 days where the service was not accessible
I believe this is a reasonable request given the service was not practically usable during that period.
I’d appreciate it if this could be escalated if needed.
Thank you for your response and for explaining your concerns so clearly.
I completely understand your point regarding the handset and eSIM bundle, and why you feel the service wasn’t practically usable until the device arrived.
I’ve contacted you directly regarding this, so please check your inbox for the update.The team will review this in line with your specific circumstances and get back to you with an update as soon as possible.
Thanks again for your patience while we look into this for you.
Thanks,
Marquerita
The iD Mobile Team
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