Is my direct debit charged before I activate my eSim

Hi ​@EdwardHudson 

Thanks for getting in touch with us here on the community. 

We are very sorry to hear you handset is not compatible with the eSIM. 

You can arrange a cancellation by speaking with our Live Chat team here. 

Alternatively, they can also arrange to send physical SIM to use with the handset? Or you also have the option of picking one up from a Curry’s store. You would just need to take ID with you to confirm security.

Thanks, 

Nat 

I need an I'd to cancel this but do t have one as my number is not yet registered 

Hi ​@EdwardHudson 

Apologies, just to confirm, do you mean that you do not know your iD Mobile number to cancel the plan?

Nat 

I have just been sent my new number. It is 07475864433.

To set up an ID it says its sent me a text message to this number, but I don't have this number as my phone is not compatible. Please can this account and direct debit be cancelled straight away. I am concerned that I will be charged for an account I cannot access. Since dealing with Idmobile I have been very unhappy with the difficulty of the process and do not want to continue with this network

I have been sent my number, but in order to activate my account it has sent me a text my new number. The problem is that this number doesn't exist as I haven't been able to use my esim QR code as my phone is incompatible with esim. I didn't realise my phone was incompatible when I applied for this account. I would like to cancel but I can't. 

Please cancel contract of this new number (Information removed). It does not exist and I haven't activated esim card

My account number is 014218234

Hi ​@EdwardHudson,

I would advise that you contact our Live Chat Team.

The team will be able to check this out and assist you further.

Kash

I thought that speaking to you would conclude this. Is the 'Live Chat Team' a bot or an actual person?

Do you understand my predicament?

I can't set up an ID without a text that was apparently sent to my new number which doesn't exist without setting up my new esim which I can't do as my phone is incompatible. 

Please could you talk to the person in charge to have this contract cancelled before I am charged for a service that I can't use?

The Live Chat team is automated at first but to bypass this, please enter ‘speak to an advisor’ in the chat. 

This would be the quickest way to have this resolved. 

Please do let us know how you get on. 

Nat 

To clarify, I cannot log in to myid without a code that has been sent to my new number which I can't access. I therefore cannot continue without your help. Please help me in cancelling this contract as this is verging on impossible to solve

​@EdwardHudson 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Nat 

Hi, can you confirm if my contract has been cancelled? I have engaged with the private message but have had no response 

Just to let you know ​@EdwardHudson 

After contacting them via private message you would only get a response when the staff are working on the forums. Also they would have to access their systems to action your request and again only when they are working on these forums.

However, regardless to creating your account or not you should have been able to have cancelled your order/account using their live chat facility - it is a typing based format only. The link Nat posted earlier - https://www.idmobile.co.uk/live-chat - would have needed some of your details initially (although your post appears to have been edited to remove your allocated phone number if you know this then including that at the beginning of the chat gets the advisor to the right account) and once connected if you type talk to person (or talk to advisor) this bypasses their automated (AI based) chat bot

But also regarding the staff element of their live chat it is only manned until 8pm tonight.

This link -

https://community.idmobile.co.uk/returns-174/how-do-i-return-my-order-45154

States the following

• I purchased a new plan on idmobile.co.uk or via the iD Mobile telephone sales team.

Cooling-off period: 30 days (Return or Exchange). Please give us notice of your cancellation within the cooling-off period and obtain a Return Transaction Number

Therefore using live chat it would have given you a return transaction number - this would cease the account.

However this gets resolved leave the DD open until any payments are refunded (either way)

I'm sorry, this doesn't help my issue. As stated above, I can't get proper access to set up on your website/app as I am required to receive a text message to my new number for a code. I cannot receive a text message for my new number as it has not been activated. In my plan I ordered an esim but my phone is not compatible for the qr code so I'm not actually receiving this sim card that I will soon be charged for.

I feel like I'm going round in circles explaining this to everybody I speak to. In this link- https://community.idmobile.co.uk/inbox/overview

I was actually starting to make progress with cancelling my contract, but it feels like I'm starting over again.

This is the screen which asks me for a code in order to set up my online account properly. Without access to my new number, I cannot progress in cancelling this contract without your help.

The live chat system takes me through to a link which asks me to cancel my contract from my online account which I cannot get into.

It’s advisable to not post your personal details on a public viewable forum. You can edit your posts but you only have a short time to do this.

You did not need to create or sign into an account to cancel the contract if you went via live chat and as I advised if you wrote talk to person as you would have bypassed any automated advice (the automated part would tell you to do this via the app, whereas typing talk to person or as Nat advised talk to advisor they could have done this for you - talk to person/advisor puts you in contact with an actual human being.

When you initiate a live chat you need to fill out certain credentials (your name, the account number, the phone number and possibly a few other details that you would already know or would have been emailed to you during your purchase). Then you type talk to person or advisor and from then on you would have been communicating with a human.

Live chat is a completely separate part of the services iD Mobile provide and has nothing to do with your account.

I totally understand this is frustrating. But now all you can do is wait until the staff (probably Nat) continues tomorrow (as they don’t work on the forums at this time and the human aspect (via talk to person) of their live chat is now closed).

I am also a customer and the post I wrote above advised you that they will respond but you won’t hear back from them tonight. I posted about the live chat to merely advise you that you could have used the link that Nat (and I) posted earlier but typing talk to person. The last link I posted was again giving you advice that you would be given a return transaction number.

I now understand what you’re doing and why you’re doing this. To bypass the automated cancelling (which tells you to create an account) if you wrote either talk to advisor or talk to person after the first required credentials the human aspect of their live chat would have been able to have manually cancelled the account. Therefore you did not need to try and create an account just to cancel it. iD Mobile should make this clearer that new customers can cancel without having to create an account.

I have complied with the apparent resolution to this problem by supplying the requested details, but this still hasn't been resolved. 

This should not be my problem to resolve now and your system makes it nearly impossible to work around. I have tried everything I can cancel this contract. I am not going to put the effort in going from pillar to post from now on. Please contact me directly via email to confirm cancellation of contract and direct debit. I am well within my rights to demand this and I should not have to go through this process.

And being as you have given them the required information you may need to wait several days until they either respond or close the account. The private message facility on these forums is only manned when the staff are working and going via the private message facility you would likely be at the bottom of the list.

(Live chat and typing talk to person would have been quicker is all I’m saying - you would have given the system your details - you write talk to person - employee asks what you want to do and they cancel the contract - you end chat - leave DD open - money owed either way is sorted out - account gets closed by iD)

Anyway, I will leave this with the staff and yourself as I’m out of advice. But I hope they sort this as soon as they can 🤞

Hey there ​@EdwardHudson, we’ve removed your post that had your personal details on, for your security.

We will get back to PM’s as soon as possible.

Thank you for your patience.

Kind regards,

Tyler