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mobile data not working (its switched on on my phone)

  • September 17, 2023
  • 9 replies
  • 381 views
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I’ve just upgraded my id contract and requested to keep my sim. I’ve put my sim in my new phone and can get Wi-Fi but no mobile data. I’ve tried all the recommended fixes but nothing is working. I’ve tried the chat bot and asked to speak to an adviser but have been told they are too busy. how do I get help from ID for this issue asap?

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9 replies

WelshPaul
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  • WelshPaul
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  • 3039 replies
  • September 17, 2023

What phone do you have @EmmaJID?

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  • EmmaJID
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  • 4 replies
  • September 17, 2023

I have an iPhone 11. 

andewhite
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  • andewhite
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  • 12380 replies
  • September 18, 2023
EmmaJID wrote:

I’ve just upgraded my id contract and requested to keep my sim. I’ve put my sim in my new phone and can get Wi-Fi but no mobile data. I’ve tried all the recommended fixes but nothing is working. I’ve tried the chat bot and asked to speak to an adviser but have been told they are too busy. how do I get help from ID for this issue asap?

It might seem obvious, but is mobile data turned ON on your iPhone 11 @EmmaJID? 
Turn mobile data on/off from Settings > Mobile Data. 

You can contact iD customer support (privately) using Facebook Messenger, or X (Twitter) DM @EmmaJID. 

The agents work until 8pm on weekdays. 

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  • EmmaJID
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  • 4 replies
  • September 18, 2023

Thanks for your help, this was the first thing I tried. I think they’ve accidentally deactivated my current sim (i asked to keep my current one) and not sent me a new one. I’ll try contacting them as you suggest.

andewhite
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  • andewhite
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  • 12380 replies
  • September 18, 2023

If calls and texts work, doesn’t sound like your ‘old’ SIM has been deactivated. 

Anyway, you can activate the ‘new’ SIM from your iD account online (or iD app) @EmmaJID - maybe once this ‘new’ SIM has been activated, your calls, texts and mobile data will work okay.

  

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  • EmmaJID
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  • 4 replies
  • September 18, 2023

Thanks but calls and texts aren’t working. Only what’s app when I connect to Wi-Fi. ID haven’t sent me a new SIM but I got a message to tell me my new sim was being activated and my current one isn’t working anymore so I’m feeling a bit stuck. I’ll try contact customer services again 

andewhite
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  • andewhite
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  • 12380 replies
  • September 18, 2023

Sounds like iD might’ve made a mistake @EmmaJID. 
If your existing SIM has been deactivated, you’ll probably need a replacement SIM card. 
You can pick-up a free replacement iD SIM card from any Currys store, otherwise try the iD online customer support.

 

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  • EmmaJID
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  • September 18, 2023

Thanks so much for your help, much appreciated. 

Kash
iD Mobile Employee
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  • Kash
  • iD Mobile Employee
  • 8193 replies
  • September 20, 2023

Hi @EmmaJID,

Welcome to the Community!

I’m glad that @andewhite was able to help.

If you require further assistance, please let us know here.

 

Kash

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