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ID Mobile Roaming Error


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I went to the island of Corfu in early June this year, knowing that Greece and its islands are in my roaming group. At the Corfu airport, my phone correctly showed as being in Greece. I then drove to the north of the island at which point my phone said I was in Albania and charged me £23.

I've repeatedly contacted ID Mobile Complaints staff only to be told by various ID Mobile individuals that Corfu isn't a Greek island, or there's nothing they can do until I've paid the money, or someone would phone me back, but never did.

How do I get ID Mobile to admit they have made a mistake and not charge me for something that never occurred?

13 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • 4825 replies
  • June 26, 2025

Hey there ​@MSJP, we’re very sorry to hear that and for the mis-communication here. Corfu is of course a Greek island, and included in your allowances. However, within Corfu, you can also connect to the bordering Albanian network, which is indeed chargeable. Therefore, to avoid this in the future, you’d need to set your bill cap to £0.00 when roaming abroad if you wish to avoid connecting to other foreign networks, and from being charged.

 

Our sincere apologies again for any confusion caused thus far.

 

Thanks,

Tyler


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  • 7 replies
  • June 26, 2025

Hello Tyler,

I was connected to the Corfu network and I didn't choose to connect to the Albanian network, ID Mobile did it automatically. Surely, the correct thing to do is not to charge me for something that was not my fault. 

I've only been with ID Mobile for a few weeks and have had plenty of issues. I've been struggling to make calls for the last week and couldn't make any calls yesterday which was extremely distressing as my mother died suddenly this week and I was unable to get the necessary information because ID Mobile was broken.

I won't be staying with them any longer.

 

MSJP


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  • 7 replies
  • June 26, 2025

... also I want to point out that my wife had the same thing happen to her Vodafone connection in Corfu, but Vodafone behaved much more respectfully and admitted it was mistake are removing the charge from her account. 


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  • June 26, 2025

... also I want to point out that my wife had the same thing happen to her Vodafone connection in Corfu, but Vodafone behaved much more respectfully and admitted it was mistake are removing the charge from her account. 


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  • June 27, 2025

My phone was connected to the Corfu network when I landed at the airport and was automatically connected to Albania by ID Mobile as I drove on the island. I did not choose to connect to the Albanian network. This bill cap being defaulted to an amount iof money is clearly a way ID Mobile likes to get money from people who have just joined them and are not aware that this will happen. Why do ID Mobile not automatically set it to £0.00?

My wife's Vodafone phone was also automatically connected to the Albanian network after she had been connected to the Greek network, but when she contacted Vodafone, the agreed it was a mistake and will be returning the money she was incorrectly charged. 

ID mobile must do the same for me as it is their mistake. 


WelshPaul
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  • June 27, 2025

iD Mobile didn’t connect you to anything; your device did. It’s up to you to configure your phone correctly, not your mobile network.
 

Three things everyone should do prior to going abroad:

 

1. Set your bill cap to zero

2. Always turn off automatic network selection

3. Make sure roaming is enabled on your account and device 

 

As a friendly reminder, the Bill Cap is automatically set to zero unless you manually raise it or decline it during the purchase process.

 


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  • June 27, 2025

I did not set up the Bill Cap to be above £0.00, ID Mobile clearly defaulted it to an amount, so it was ID Mobile that caused the connection to the Albanian network.


WelshPaul
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  • June 27, 2025

The bill cap doesn’t prevent you from connecting to a specific network. If you want, ignore my advice – it’s you who’ll be inconvenienced next time you’re abroad.


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  • June 27, 2025

Just got this off the ID Mobile App:

"If the connected country isn't included in our 50 free Roaming destinations, you will incur Roaming charges for that destination. To avoid extra charges, we suggest setting a bill cap, which you can adjust at any time. We also recommend turning off automatic network selection in your phone settings."

So the fact that ID Mobile defaulted mine to a value clearly higher than £0.00 shows they did cause the extra charge.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • 4825 replies
  • June 27, 2025

Hey there ​@MSJP, sorry to hear that. As mentioned, to avoid charges or connecting to unwanted networks, you’d need to set your bill cap to £0.00 to avoid this from happening in the future. The bill cap can be changed anytime via the iD Mobile app/website, and it’s the customers imperative to edit the bill cap to an amount they’re happy with either when they first join, or at any given time they wish to change it.

 

When you join us, the bill cap isn’t automatically at £0.00 unless you request it to be.

 

Thanks,

Tyler

 

 


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  • June 27, 2025

Hello Tyler,

Interestingly, somebody called Welsh Paul has messaged me telling me I'm wrong, and telling me it defaults to zero:

"As a friendly reminder, the Bill Cap is automatically set to zero unless you manually raise it or decline it during the planning process."

I haven't been with ID Mobile for long and I'm very disappointed in hearing that ID Mobile sets the Bill Cap above zero so people like me are forced to pay money for something that wasn't their fault. It rather seems like ID Mobile do this knowing they'll get money from people like me who rather naively believe that a company wouldn't do such a thing.


WelshPaul
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  • June 27, 2025

I haven’t messaged you ​@MSJP, but I did reply to your post on this very thread. Your bill cap is set by you at the time of purchase. However, I was incorrect when I said it defaults to zero; it defaults to ‘NO’. Regardless, the bill cap you had was the one you chose when purchasing the plan.

 

 


Siân W
iD Mobile Employee
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  • iD Mobile Employee
  • 1376 replies
  • June 30, 2025

Hi ​@MSJP , as mentioned in above posts, the bill cap is set by you, the user, at the point of sale. This can then be amended at any time by yourself. This isn’t something iD would change without a request by you. You can view and amend your bill cap on the iD app.

It is unfortunate that your handset automatically connected to an Albanian network which was chargeable. You can switch off automatic network selection on your handset. When this is switched on, your SIM will always search for and connect to the best network for you.

As a gesture of goodwill on this occasion, we will credit your iD account with £20.00. If you would be happy to accept this, please let us know and we will pop you a message to arrange this.