Your spouse could send a PM to iD using one of their social media channels, ​@ChrisM. 

This community article might help.

Hi ​@ChrisM 

Thank you for getting in touch. 

We are sorry to hear there are some issues with your wife’s billing/account.

Did the message advise she was reaching her credit limit or data allowance limit please? 

If she goes in to the app, does it show remaining data?

Natalie

There’s no remaining data left and data has been “blocked”. She still has minutes and text available. Livechat said that they could not access the details until after thje next bill has been produced, due on 25th, which seems absolutely crazy…. nobody at iD can see on an ongoing basis what data has been used or what calls are being made, or determine if the account has been hacked?

Hi ​@ChrisM 

Are you the account holder or are they?

If them, please have them get in touch with us directly so we can pick this up.

If you, please let us know here so we can pick this up in PMs.

Tom

My wife is the account holder and she has not been able to contact you today due to your huge outage with no mobile phone signal and calls not possible :-(

Hey there ​@ChrisM, sorry to hear that. She should now be able to contact us.

Thanks,

Tyler

OK so we now have signal back and her June bill is available. Looks like whilst I was away for a few days our home broadband went down (June 12-15) and her phone failed to re-connect automatically when it came back up. Over just 3 or 4 days, it’s the data charges that built up. The home broadband provider isn’t nterested in offering compensation and I suspect that iD qon’t be either??

Hey there ​@ChrisM, sorry to hear this. As the issue was with your broadband going down, then it would be your broadband who would be responsible for the issues caused. The data charged would've been charged accordingly with the usage correctly I’m afraid Chris, so unfortunately wouldn’t be able to offer anything in this instance, as we cannot control broadband issues.

Thanks,

Tyler