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No signal after porting


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  • November 21, 2024

I just contacted customer support via the live chat, who have "confirmed that the issue has been resolved" 😂

 


Matthew T
iD Mobile Employee
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  • November 21, 2024

@lala295 -

As I’m already helping you in Private Messages, I’d advise against following up with Customer Services. Once I hear more, I’ll get back to you. Thanks.


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  • November 22, 2024

Update: despite having given an overwhelming amount of evidence regarding my issue (screenshots of technical settings, timestamps of calls and SMSs, having tried 4 SIMs on 2 different devices, etc..) all that 3UK came up with today is “have you tried another device”.

I would leave iD, but I literally can’t.


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  • November 22, 2024

Tried to get a PAC from the live agents, but they won’t send me a PAC code unless I am able to give them the OTP code they send via SMS (which obviously I can’t do since THE REASON I WANT TO LEAVE is that NOTHING WORKS). I am stuck with iD, can’t leave, can’t call, can’t receive SMSs, and I am guessing it’s only a matter of time before my bank and other services I use start requiring SMS codes to verify my identity and eventually lock me out, too.

What an unbelievable mess.


Matthew T
iD Mobile Employee
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  • November 22, 2024

@lala295 -

Our Live Chat agents won’t give PAC without SMS, to protect against fraud. However, I’ve sent you the steps to do it in the iD Mobile app in your Private Messages. Thanks.


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  • November 22, 2024

For those who are wondering, the app returns an error when I try to get a PAC code. However, the website worked. I got my PAC now!


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  • November 25, 2024

Last and final update (unless someone from iD clicks the wrong button).

After almost 2 weeks of not receiving any support from iD, I have decided to switch back to Honest. With the number not working properly on iD, it was a risk, but as of today I am HAPPY TO ANNOUNCE that Honest mobile was able to port the number successfully!!!! I can call, receive calls, send and receive SMSs, 5g works, and I’m just so so happy I have not lost my phone number after all!
A big THANK YOU to Honest mobile for saving me from the nightmares I’ve been going through with iD. Let my experience with iD be a warning to any future customers!!


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  • November 27, 2024

Another update: iD mobile is now demanding I pay £61 to settle my bill despite me cancelling during the trial period and despite THEM never being able to enable my phone number properly. I have a feeling this will end up being settled by the Communications Ombudsman because there is no way I'm paying.


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  • November 27, 2024

ID mobile is blocking my messages but they have asked I pay £61 which isn't gonna happen and I will get the communications ombudsman involved.


Daz_S
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  • November 27, 2024

After almost 2 weeks of not receiving any support from iD

 

I thought iD had been helping until you left😯. I know you kept in touch regularly via live chat etc, so maybe repeat attempts restarted their clock as different support staff tried to intervene - IDK

Plus just for info, iD have over 2 million customers and Honest have over 4k. This might explain why Honest were quicker in providing support - I know that’s something they’re known for. I could be wrong though🤷.

 

I am HAPPY TO ANNOUNCE that Honest mobile was able to port the number successfully!!!! I can call, receive calls, send and receive SMSs, 5g works, and I’m just so so happy I have not lost my phone number after all!

 

If its been running fine on Honest, with Honest confirming the port worked successfully, and was for around 24 hours or so but now

 

ID mobile is blocking my messages

 

I have no clue how they could do this, but being as you’re a software engineer maybe you could reveal how you think they can do this after your number has moved to another provider - I for one would be keen to know. As you know, if they blocked the IMEI nothing would work.

 

but they have asked I pay £61 which isn't gonna happen

 

Maybe the iD SIM was working after all and you made some non inclusive calls or texts. But if your billing cap was set to £0 I have no clue how you could incur charges in addition to your (then) normal monthly contract. Plus by leaving before the cooling off period you would only have had to pay up until the day you left - but if the bill reflects no usage I wonder if this could be an error - again IDK

 

and I will get the communications ombudsman involved.

 

I personally get that ball rolling. Good luck!


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  • November 28, 2024

When I said they're blocking my messages, I meant messages to this thread. Looks like they block everything just in case, or idk how it works but some definitely-not-controversial or "spicy" comments have been blocked.


Matthew T
iD Mobile Employee
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  • November 28, 2024

@lala295 -

Looks like one of your messages went into Pending. It’s now been approved and can be seen in this thread. Re: £61. As a PAC was generated without going through the returns process, a termination fee was generated. However, this has been corrected as of this morning. Thanks!


Daz_S
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  • November 28, 2024

Oohh those messages. This isn’t iD doing this.

If you see a red banner with words including awaiting review after hitting send that’s Gainsight’s spam filter being a tad twitchy.

If that doesn’t catch you and you see another red banner with words including something went wrong that’s still Gainsight AFAIK.

This former message prompt has been raised by iD and it’s in the hands of Gainsight - the forums are powered by them.

 

What tends to happen is when iD read and check they’re not spam they post them up. It can make threads look odd until all the replies are showing.