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network doesn't work

L
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 Contributor

Yesterday I changed my plan.I received a message saying the card should be activated shortly.Half hour later I got the message,enjoy using your plan,but network doesn't work!! Said "Cannot connect to mobile network" !!!

Best answer by Tom B

Hi @Lucyna Jasinska 

 

Did you make a plan change or an upgrade?

 

A plan change wouldn’t make a change with the SIM card, an upgrade would issue a new SIM card but would need to be activated in the iD Mobile app/website, the issued SIM (with a SIM only upgrade) would be delivered within 3-5 working days via Royal Mail.

 

Tom

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    andewhite
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    • andewhite
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    • August 30, 2023

    Whereabouts are you @Lucyna Jasinska? - you’d only be able to activate an iD SIM card while you’re in the UK. 

    Forum member (non-iD).
    L
    New
 Contributor

    I live in the UK.I never received a new ID SIM,do I still need to activate it the old one?

    andewhite
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    • andewhite
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    • 12459 replies
    • August 30, 2023

    Your existing iD SIM card might’ve been deactivated by mistake, or has developed a fault, or been damaged somehow.

    Forum members can’t look at your iD account @Lucyna Jasinska, so I’d recommend asking iD support for assistance using the online iD live chat, Facebook Messenger, or X (Twitter) DM. 

    The agents work until 8pm on weekdays.

    Forum member (non-iD).
    L
    New
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    Ok Thanks a lot x

    Tom B
    iD Mobile Employee
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    • Tom B
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    • Answer
    • August 31, 2023

    Hi @Lucyna Jasinska 

     

    Did you make a plan change or an upgrade?

     

    A plan change wouldn’t make a change with the SIM card, an upgrade would issue a new SIM card but would need to be activated in the iD Mobile app/website, the issued SIM (with a SIM only upgrade) would be delivered within 3-5 working days via Royal Mail.

     

    Tom

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    L
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    • L
      Lucyna Jasinska
    L
    New
 Contributor

    Hi,

    I couldn't find how to talk to them online😬😠This morning I chatted with the agent and they promised I would be able to use my plan up to an hour.Nothing has changed!!! I contacted with them again I just finished the chat.I need a replacement card no one tells me about it 2 days ago during the change of plan or this morning my phone is unusable since tuesday!!I can get a replacement card from Currys for free or wait 2 to 3 days for delivery.I'm going to the store tomorrow, I hope my problem will be solved.

    Tom B
    iD Mobile Employee
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    • Tom B
    • iD Mobile Employee
    • 8434 replies
    • September 1, 2023

    Hi @Lucyna Jasinska 

     

    Please let us know if you need any continued support with this so we can get in touch.

     

    It sounds like an upgrade may have been done and a new SIM card issued/activated with it.

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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