No signal after porting

eSIMs are activated during the setup process, and yes, I activated them.

The physical SIM I have also activated in the iD app, and it has been confirmed by the live support that the SIM card shows up as active. I suspect this is now being escalated to 3UK.

Right okay.

I was just checking if you’d activated the latest SIM yourself.

And I’m sure you’d have also deactivated the old eSIM too before using the latest SIM.

So I’m kinda running out of ideas here.

And without reading this all again, its not a new Samsung phone too?

And another check, you changed your email when you came back?

Hi ​@lala295, we wouldn’t recommend visiting a 3UK store with your current issue, as they do not have access to the systems we use. They also wouldn’t be able to access your account.

-Lauren

​@Lauren well, since obviously there are no physical stores where one can get help, it would be REALLY helpful if the technical team didn’t take so long to reply. All they’ve done between Thursday and today is look at a ticket and say “the porting was successful”, which clearly isn’t the case as I can’t use any of the SIMs you provided. It sounds like they are failing to do the bare minimum.
What’s even more infuriating is that when they do eventually look at the ticket, they’ll probably have to escalate this to 3UK which will take additional time. 

I’ve also had two agents over the past 3 days claim that I am getting compensation for this (a whopping £18!) but nothing shows up on my account as credit and the direct debit has been set up and confirmed for December.

Between the atrocious experience with porting the number and the helpless customer support, I’d say this is a rather disappointing start.

Update: the technical team hasn’t looked into my ticket today. Although it was marked as ‘urgent’, we are now well past the ‘urgent’ ticket SLA and it has been upgraded to ‘top priority’ earlier today. The difference? None. I still have no access to my phone number, and didn’t get any update via email.

Hey ​@lala295, our technical team will be looking to resolve your issue ASAP, and we will keep you updated accordingly.

Thanks,

Tyler

HAHAHAHAHA! Yes, sure. 🤣🤣🤣🤣🤣

You know what’s funny, customer support says “wait another 24 hours for an update, I am escalating your issue” every time I reach out to them. So basically we’ll never have an update, because the update always lives sometime between the moment you ask for it, and the next 24 hours. I don’t know what got into me that I ever decided to switch to iD mobile, but I hope this thread serves as a cautionary tale to anyone thinking about switching.

​@lala295 -

Popping into a Three store won’t help. Are you still chatting to ​@Natalie W in Private Messages? Thanks.

​@Matthew T nothing useful has been shared via PM. Only that “our technical team is working on it” LOL

​@lala295 -

I’ve escalated it to our Second Line team. Once I hear back from them I hopefully will be able to provide a more conclusive update. Thanks.

Just to manage my expectations, how many more “lines” are there? This is the second of how many? All I’ve heard for the past (almost a) week is that my issue is being escalated. Is my issue about to land on the desk of the CEO of iD mobile? Or is “escalating” another word for “ignoring”/”tossing the problem to another team”? Surely if all of these “escalations” were really happening, the issue would’ve been resolved by now. Feel free to “escalate” this again in 24 hours when it will be in the same state as it is now: unresolved.

<pops up from behind a bullet proof shield>

1,000,000,000 would be my guess

<hears something ricochet>

But personally I’d I asked for my number back by now and never looked back. I can only say I wonder if coming back with the same credentials (if you did) or the port away got stuck at that end and iD saying the port is clear was based on your first time joining could, possibly, be part of this.

The only possible scenario (though they’d be more) is that either iD’s system flagged it as a fraud event or even the other provider you jumped to also had their system flagging this as a fraud event.

Can iD simply not provision a temporary number, until this is sorted?

I don't think it's a fraud case. I wad on iD mobile before, and wanted to upgrade to a monthly plan. THEY TOLD ME that I need to LEAVE iD, and then come back. So I did.

Now, if doing this makes me a fraudster, then they are flagging their own existing users as fraudsters. This wouldn't make any sense.

Also they have done a credit check with a hard search so they definitely know who I am by now. I have an excellent credit score that has a lot of data on it, so I really don't think that it's a fraud case.

More simply, they probably block your number from being able to connect with iD when you leave, and then they have to do something manually to reactivate it when you come back. One of the support agents told me this is 'very common' with triangular ports.

Hi ​@lala295,

I can see that you have been advised that the issue has been escalated.

Once we have an update we can advise further.

Kash

This one must have been stuck in the awaiting moderation area.

I was only suggesting their systems may have inadvertently flagged it. There’s been a lot of eSIM fraud lately, so they’ve tightened up their internal security. Yours could have been detected by the system(s) during the move away and moving back too quickly, that’s all.

Also using the same email address can and does cause issues as their system retains the previous details using that email address, then when you come back in a sense you’re opening an already closed account, if that makes sense,

I’m not saying you’re a fraudster, just their system could have flagged suspicious activity (meaning the leaving and coming back). The human side knew what you were doing but the AI couldn’t distinguish what your intentions were/are.

It could also be the PAC issue they had for a short duration last week. IDK

And from my own experience iD appear to be the only ones whereby you have to triangle port.

Anyway, I hope it all gets resolved, with a decent goodwill gesture - you’ve earned it. I’d have told them where to place this by now and moved on.

​@lala295 -

Just to let you know, the issue has been raised as an incident and is currently being looked at by both the iD team and the Three UK team (and I suspect Honest Mobile too). Looks like an issue has arisen due to the port from Honest Mobile back to iD Mobile. Thanks.

 ​@lala295  The porting was completed successfully -- it was confirmed both by Honest,

I wrote: I really do wonder if the port was rejected and possibly it was sent back to Honest

So I was very wrong, as I too assumed Honest had ported your number away being as you had confirmation. My bad iD. I’m only human!

 ​@Matthew T  Looks like an issue has arisen due to the port from Honest Mobile back to iD Mobile

So Honest might not have been honest after all. And look what they created! 🤐

​@lala295 -

I’ve been informed the issue has now been resolved. Please restart your phone and let me know if your services are working again. Thanks.

definitely not fixed.

So Honest might not have been honest after all. And look what they created! 🤐

Honest has confirmed that they were not involved in the incident. Their customer support is amazing, I chat to them on whatsapp, they reply in one minute, they *remember* about my case, and they *genuinely try to help* despite me not being their customer. If only I could get a PAC code, I would go back to Honest because they have proved to be trustworthy. On the other hand, iD has gone radio silent since the beginning of the issue, I have yet to hear back from the complaints and technical teams, and they’ve even gone as far as claiming the issue has been resolved when it hasn’t.

​@lala295 -

Sorry to hear this, I’ll feed this back to the technical teams. (Edit: It’s now with Three UK) Thanks.

I have explained both to the customer support and via PM to the support on this platform, that as of this morning:

• I have signal, can use 5G and 4G to surf the internet
• can send SMSs
• CANNOT receive SMSs
• CANNOT make calls
• CANNOT receive calls

I knew that at some point someone would try to claim that everything is fine, because obviously I don’t get the DENIED_EM error from the network anymore. Still, we are FAR, VERY FAR from fine.

I could/can only make assumptions based on what has been stated throughout this thread.

I did suggest going back to Honest.

I also would have thought iD would have also been busy working behind the scenes, as Honest and Three must have been doing so too.

It does sound like Honest have the time and/or resources to be able to keep you updated every step of the way.

You may eventually find out for sure whom created this entire debacle, whether be 1, 2 or all parties involved.

Being as (another assumption) you now have the ability to send SMS’s via your number, this is a least better than where you were days before.

Anyway, I genuinely wish you good luck either with iD or with Honest. I’m all outta advice.

​@lala295 -

I’ll follow up with you in Private Messages. Thanks.

Update in case anyone was wondering: I am still being held hostage by iD mobile, unable to call or receive SMSs, and so effectively unable to leave them. There has been no change since yesterday morning.