Active Contributor

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Over 24h since bill paid and still disconnected

Forum|Forum|1 year ago
April 30, 2025
11 replies
583 views

I paid my outstanding balance around 12pm yesterday, it’s now 3:27 and i still haven’t been reconnected. it’s been way over 24h and i can’t speak to anyone to get it changed. what do i do

Best answer by WelshPaul

ridiculous response

i had a direct debit. i lost my job and couldn’t pay for a month, so set up a payment holiday. i paid my bill in full + the month in advance as of the 28th when i could, making your argument null

There are many posts on this community from people who choose to pay their bills manually. Some end up with restricted accounts occasionally because they failed (for whatever reason) to pay on time. Sometimes it's as simple as they forget! So, my advice about setting up a direct debit was, in my opinion, a reasonable response.

Anyway… iD Mobile doesn’t do ‘payment holidays’ and your services would have been suspended only if you had an outstanding balance that was overdue, which you had because that's the first thing you mentioned in your original post.

ive spoke with live chat numerous times. half the time not been put through to a person, the rest assured ‘it would be up within the hour’. it’s pushing 4 days since i paid and i still have no connection.

I understand you shouldn’t need to do this but you need to keep on at them. Unfortunately live chat is the option you have when it comes to a quick fix.

ive paid a month in advance. what am i paying for? i cant call nor use my data
if you’re associated with the company, this is a bad look. passively aggressively responding to a complaint that is entirely your servers fault is ridiculous. i’ve paid my end and you have my money; fix your service

I am a customer, just like you! I don’t have to sugar coat my replies, I simply say things for what they are. The facts are these:

You didn’t pay your bill on time and your services were restricted as a result.
iD Mobile’s back end system sucks because it clearly doesn’t remove any restrictions placed on a customer's account automatically once any overdue amount is paid.
iD Mobile’s live chat has failed you! This is a simple support query that should have been resolved there and then.

Regardless of the above, you have two options. Wait days for a reply to each private message you send via this community or jump all over live chat and tell them you refuse to wait another 24 hours and that you want your services reinstated today.

Oh, and for what it’s worth, I’m sorry that you lost your job. I’ve been in that situation and that sucks too!

Siân W

iD Mobile Employee

Hi @lewistw8 have you tried rebooting your handset?

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

lewistw8Author

Active Contributor

multiple times

Siân W

iD Mobile Employee

OK @lewistw8 we will pop you a message here so we can see what had happened.

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

lewistw8Author

Active Contributor

i still have no access to my date allowance, calls or texts. this is very much making me consider switching service provider

Tyler C

iD Mobile Employee

Hey there @lewistw8, we’re very sorry to hear this. We’re experiencing extreme volumes here on Community currently, and we’ll be in touch with yourself ASAP.

Thanks,

Tylerr

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

lewistw8Author

Active Contributor

still heard nothing btw

WelshPaul

Platinum  Contributor

Set up a direct debit and you won’t have these issues. Paying your bill late will also ruin your credit file, making it difficult to obtain credit in the future.

Anyway, the quickest way to get this resolved is to speak with a live chat agent. It might take days doing it via this community through private messages.

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

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

L

lewistw8Author

Active Contributor

ridiculous response

i had a direct debit. i lost my job and couldn’t pay for a month, so set up a payment holiday. i paid my bill in full + the month in advance as of the 28th when i could, making your argument null
ive spoke with live chat numerous times. half the time not been put through to a person, the rest assured ‘it would be up within the hour’. it’s pushing 4 days since i paid and i still have no connection.
ive paid a month in advance. what am i paying for? i cant call nor use my data
if you’re associated with the company, this is a bad look. passively aggressively responding to a complaint that is entirely your servers fault is ridiculous. i’ve paid my end and you have my money; fix your service

WelshPaulAnswer

Platinum  Contributor

ridiculous response

i had a direct debit. i lost my job and couldn’t pay for a month, so set up a payment holiday. i paid my bill in full + the month in advance as of the 28th when i could, making your argument null

There are many posts on this community from people who choose to pay their bills manually. Some end up with restricted accounts occasionally because they failed (for whatever reason) to pay on time. Sometimes it's as simple as they forget! So, my advice about setting up a direct debit was, in my opinion, a reasonable response.

Anyway… iD Mobile doesn’t do ‘payment holidays’ and your services would have been suspended only if you had an outstanding balance that was overdue, which you had because that's the first thing you mentioned in your original post.

ive spoke with live chat numerous times. half the time not been put through to a person, the rest assured ‘it would be up within the hour’. it’s pushing 4 days since i paid and i still have no connection.

I understand you shouldn’t need to do this but you need to keep on at them. Unfortunately live chat is the option you have when it comes to a quick fix.

ive paid a month in advance. what am i paying for? i cant call nor use my data
if you’re associated with the company, this is a bad look. passively aggressively responding to a complaint that is entirely your servers fault is ridiculous. i’ve paid my end and you have my money; fix your service

I am a customer, just like you! I don’t have to sugar coat my replies, I simply say things for what they are. The facts are these:

You didn’t pay your bill on time and your services were restricted as a result.
iD Mobile’s back end system sucks because it clearly doesn’t remove any restrictions placed on a customer's account automatically once any overdue amount is paid.
iD Mobile’s live chat has failed you! This is a simple support query that should have been resolved there and then.

Regardless of the above, you have two options. Wait days for a reply to each private message you send via this community or jump all over live chat and tell them you refuse to wait another 24 hours and that you want your services reinstated today.

Oh, and for what it’s worth, I’m sorry that you lost your job. I’ve been in that situation and that sucks too!

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

N

Natalie W

iD Mobile Employee

Hi @lewistw8

We apologise for the delays with the service returning following your payment.

Has there been any changes since your last post to us?

If not, please do let us know and we can send you a private message to look in to this further.

Thanks,

Natalie

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.