Got a replacement esim and somehow my number has changed. The help chat has been useless.

Hi ​@JamieC,

Welcome to the Community!

Have you ported your number to iD Mobile from a different network?

If not you can port the number over and it will replace the number.

If you still have issues, please get back to us.

Kash

Hi Kash,

Thanks for the response.

No it wasn’t ported over from a different network. I requested a replacement eSIM using the idmobile app, and once i activated it, I had a new number.

When talking to agents on the live chat feature they said that my number shouldn’t have been replaced, but they are unable to recover my original number. I’ve sent a formal complain to try and solve this as I’m really quite discontent at the thought of having to switch numbers.

Thanks,

Jamie

Hi ​@JamieC 

I’m sorry to hear this, the chat team are correct, a replacement wouldn’t/shouldn’t be what changes your number, it’s just a replacement.

If you’ve already raised a complaint about this, please continue with the complaints team directly.

Tom

​@JamieC 

Are you 100% sure you renewed your existing contract? Or did you see a Christmas offer on their site for the GP7a and went via this route as it sounds like you have inadvertently opening a 2nd account, hence the number change.

Just had a call with the complaints team and my number has been permanently lost… the agent i transferred my sim with put in a request for a new number by mistake. What a joke. All my contacts, all my accounts, my bank, I’ll need to spend hours replacing. £100 compensation

Wow Jamie. I’d be rightly peed off too.

But I don’t get how they managed to do this without seeing warnings. I mean we can request a number change but that warrants an admin fee of £25 so surely the rep must have seen this and bypassed it. The only other way we can get a number change (for free) is if we submit a crime reference number.

Even so I thought numbers were retained for 30 days before the service provider releases them back into the ‘wild’.

Yes there was the £25 charge which the complaints team said they’re going to wipe. I also would’ve assumed that numbers were retained but I was told that replaced numbers are erased permanently. Apparently the issue has been dealt with internally. Thanks for the reply Daz

Well that’s even worse then Jamie. They must have spotted (but maybe didn’t realise) this fee is for changing the number. Actually I seem to have some distant recollection that once its changed it gets to leave the office early. Maybe this needs reviewing to put one final step (30 day delay) in the process. 

“dealt with internally” - sounds ominous

What a tale, @JamieC. 

Getting a replacement iD SIM, or having a new mobile number for your iD network connection are completely different processes - hard to imagine how they can be easily mixed up by an iD adviser. 

Perhaps you can ask iD for a PAC for the number they’ve wrongly disconnected from the iD network. 

They were pretty adamant there was nothing they could do even after some pushing. I took the compensation so now the complaint is closed anyway - I might get in contact again but I highly doubt it’ll lead to much. Thanks