I note this is a common issue but cannot find the solution in previous answers and I have just spent the last 3 hours trying to connect to ID online customer services as the Chatbot was useless! 
 

I urgently need to call a 0345 number, but as others have reported the call does not connect and the signal drops to zero while trying! I’m sure this will be an easy fix but the lack of any form of reliable support from ID is shocking. I suspect they will need to do something with my plan (not sure why as it should be included), but how can they do this if you can’t get through to customer services,