Hi ​@Ldmleeds 

What charges have been listed in your bill that are ‘out of plan’?

Some numbers /short codes are charged even with ‘unlimited’ plans.

https://www.idmobile.co.uk/help-and-support/call-charges

Under the ‘ Standard out-of-plan changes ‘ details you can download a pdf that outlines ‘Non-standard 07 numbers’ and these are usually ‘WiFi’ connection numbers that are not included.

If you think that you have been charged for inclusive calls in your plan then your best option is to contact an advisor via Live Chat  (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
 

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.
 

Good luck x

Hi ​@Ldmleeds,

If you have unlimited minutes but can see out-of-plan call charges on your bill, it's likely because the calls made weren't included within your allowance.

While standard UK mobile and landline calls are covered by your unlimited minutes, certain types of calls, such as premium rate numbers, directory enquiries, international numbers, and some service numbers—aren't included and are charged separately.

You can find a full breakdown of chargeable call types here: https://www.idmobile.co.uk/help-and-support/call-charges

If you're unsure which calls have been charged, you can also view an itemised breakdown on your bill in the iD Mobile app or your online account.

Regards,

Gemma M

The iD Mobile Social Media Team