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Cancelling contract - A nightmare - Please help


Hello All. I am hoping someone can help. 

I want to cancel my contract, don’t need the number hence literally just close it. I have followed ALL the instructions, tried to cancel it online and in the APP but it just says click a link but that takes you to a page “under construction”. 

I have gone on Live Chat and they say they cannot cancel it their end, the only way is to use the APP. Calling, they are not taking calls. I keep going around in circles. I understand the strain on everyone at the moment with COVID19 but there has to be a way. 

All I want to do is cancel it. 

Any ideas??????

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5 replies

  • iD Mobile Employee
  • 1428 replies
  • April 29, 2020

Hi @stevencdouglas 

Have you tried these options below - 

Move and don’t take your mobile number using a STAC:

If you don’t need to keep your number and want move to another provider simply:

Text STAC DDMMYY to 75075 (DDMMYY should be your date of birth, for example, 301099 would be 30th October 1999). We'll text you back with your STAC number which will be valid for 30 days.

Again, it’s totally free and you’ll receive a text with your STAC number within a minute, it will also include important information about any early termination charges.

Reminder: you will have 30 days in which to provide your STAC to you new network.

 

Not moving to another network?

If you’re not moving to another network, and just want to end your iD Mobile plan, you can do this on the iD Mobile app or My Account online. Please note that if you choose to end your plan they way, you will be subject to a 30-day disconnection period.

To disconnect your plan, without a PAC or STAC, simply:

  • Log in to the iD Mobile App or My Account online
  • Go to the ‘My Account’ Page
  • On the ‘Manage my plan’ tile, select ‘End my plan’
  • Select ‘End your iD Mobile plan’ and follow the instructions

Let us know,

Thanks 

Pearl


  • Active Contributor
  • 8 replies
  • July 13, 2020

Hi Pearl,

 

These options literally do not exist on idmobile. You are told to go to ‘my account’ ‘end my plan’. There’s no button that says ‘end my plan’, there’s one that says ‘thinking of leaving’. This tells you that if you want to leave, go to idmobile website (i’m already on it...), and go to ‘my account’, ‘end my plan’ - again this doesn’t exist. It honeslty goes round in circles. The website and UX needs a massive review.


Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • July 15, 2020

Hello @Mb34,

Are you on a handset plan, PAYG plan or SIM-only plan?

 

You can also text: PAC to 65075 to get a PAC code and give this to your new network to port out.

Or

STAC to 75075 to get a STAC code and give this to your new network who will tell us you’ve left and will cancel the contract with us.

 

Mohammed


  • Active Contributor
  • 8 replies
  • July 15, 2020

Hi Mohamed,

 

I can't even cancel my contract, I'm being charged for a 25 month so have cancelled my direct debit. I need to officially cancel I am not paying more than I should and noone has helped me.


Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • July 16, 2020

Hello @Mb34,

 

Have you tried the above:  as you haven’t confirmed whether this was attempted or not.

Mohammed wrote:

Hello @Mb34,

Are you on a handset plan, PAYG plan or SIM-only plan?

 

You can also text: PAC to 65075 to get a PAC code and give this to your new network to port out.

Or

STAC to 75075 to get a STAC code and give this to your new network who will tell us you’ve left and will cancel the contract with us.

 

Mohammed

 

Let us know if this doesn’t work so we can advise further as we’ll be able to process the disconnection for you as a 30-days notice.

 

Mohammed