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SIM and Account issues

  • December 8, 2024
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I have been with ID mobile for 2-3 years. I have used a SIM only contract for that time. My contract ended so I upgraded to a new phone and new eSim.

I have a couple of issues, firstly on my ID mobile account I can not see my new plan that I have already started paying for and I am still playing for my monthly SIM deal. Secondly, I am having issues with my new eSim. My old number from my physical sim has not transferred over and is not working. I tried to put my old sim into my new iphone 15 but that didn’t help and i am now getting a notification on my new iphone 15 saying that my eSim is not connecting and that i need to contact ID mobile for help.

So I would like some help connecting my new contract to my current ID mobile account and also some help in transferring my old number to my new eSim.

 

Thank you   

Best answer by Daz_S

Hi there ​@Benjamin808 

 

Are you 100% sure you upgraded and didn’t accidentally open a new account? The reason for asking is because you’ve mentioned

firstly on my ID mobile account I can not see my new plan that I have already started paying for and I am still playing for my monthly SIM deal.

 

If you have created another new account then you can’t port your number between iD accounts.

I am having issues with my new eSim. My old number from my physical sim has not transferred over and is not working.

You would have had to triangle port (basically port to another provider and then port it back to iD). Obviously this would stop the original account.

 

Just to clarify, if you were logged into your account you would likely have upgraded the existing account. If you went direct to iD website and were not logged in you may have opened a 2nd account.

 

It would be better to get clarification from iD’s live chat

Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

You can access Live Chat here: www.idmobile.co.uk/live-chat.

 

 

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    Daz_S
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    • Daz_S
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    • December 8, 2024

    Hi there ​@Benjamin808 

     

    Are you 100% sure you upgraded and didn’t accidentally open a new account? The reason for asking is because you’ve mentioned

    firstly on my ID mobile account I can not see my new plan that I have already started paying for and I am still playing for my monthly SIM deal.

     

    If you have created another new account then you can’t port your number between iD accounts.

    I am having issues with my new eSim. My old number from my physical sim has not transferred over and is not working.

    You would have had to triangle port (basically port to another provider and then port it back to iD). Obviously this would stop the original account.

     

    Just to clarify, if you were logged into your account you would likely have upgraded the existing account. If you went direct to iD website and were not logged in you may have opened a 2nd account.

     

    It would be better to get clarification from iD’s live chat

    Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

    You can access Live Chat here: www.idmobile.co.uk/live-chat.

     

     

    I'm just another customer. ***Only genuine iD Mobile staff have iD Mobile Employee after their name*** **Don't post your phone number or account details as these can be seen by anybody**
    Tyler
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    • December 9, 2024

    Hey there ​@Benjamin808, sorry to hear that.

     

    As kindly advised by ​@Daz_S, if you took out a new plan completely, then this wouldn’t show via the same iD Mobile account, as it wasn’t an upgrade. To keep the same account, login and number, you’d need to purchase an upgrade, not a new plan.

     

    For the issues with the eSIM and any other queries mentioned here, I’d recommend contacting our live-chat to investigate further:

     

    https://www.idmobile.co.uk/live-chat

     

    Thanks,

    Tyler

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    Daz_S
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    • Benjamin808
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    • December 9, 2024

    Hey

     

    Thank you guys for your responses. I have spoken to the live chat and you guys were right i had taken out a new contract on a new account. I am currently in the process to fix and get it all sorted.

     

    Thank you for the help!!

     

    Daz_S
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      Daz_S
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    • December 9, 2024

    No problem, happy to help.

     

    It’s easy done ​@Benjamin808. I’m sure you won’t be the last one to do this.

    I'm just another customer. ***Only genuine iD Mobile staff have iD Mobile Employee after their name*** **Don't post your phone number or account details as these can be seen by anybody**
    Kash
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    • December 10, 2024

    Hi ​@Benjamin808,

    Glad to hear that you got to the bottom of it.

    If you require further assistance we are here to help.

     

    Kash

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