Nearly A Week Without Any Service (esim only phone issue)

​@Gemma M Can you help?

Wow, I just called the complaints team, and they said the ticket HAD NOT been passed back to the technical support team, as they were waiting for a response from me as to if I had tried activating the esim and done troubleshooting attempts.  

I must have told this a million times, and still I get the most basic of responses, such as have you tried rebooting, airplane mode.

I did confirm with the complaints operator  Brian, that they had now passed the ticket back to the technical support team with a blunt note, that none of the troubleshooting has fixed the activation issue, and that sending me additional esim qr codes results in the same error and to contact me by my temporary number to discuss!!!

I also asked for an email confirmation that this info had been passed on, but no email received!

Hi ​@Graham Carter ,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael Zimemo

Just replied, thank you 😊

Still waiting for a reply to my PM

X3 hours and no more replies to the pm!

Out of desperation, have re-requested another esim from the web chat team (must be over x10 now) and once again im getting the activation failed message!

Why the continued delays? All im getting from the complaints, support and web teams is appoogies for the delays. I dont need apologies I need my esim activated and working when im away from my wifi!

I really dont see why there is a seemingly endless delay for a member of the technical support team to call my temporary number and resolve this issue? I even drove down to my local curry store earlier today with a printout of my community discussions and they told me they can't help.

Am now into the 7th day of outage and still no reply to the PM?!

Will this issue be resolved today? Technical team contacting me today?

SENT TO COMPLAINTS TEAM…

Yesterday a private message was instigated asking me to confirm my id mobile details, including name, number, address, dob etc.

I responded swiftly and have received no further response in over 24 hours!

The level of support from ID Mobile is and has been next to non existent!  No escalations, no telephone calls, no replies to PM’s and no calls or emails from technical support.

I would therefore like to request a Deadlock Letter which will then be followed up by raising a complaint with the Communications Ombudsman and a detailed report to various media outlets to highlight the sheer inability of ID mobile to provide a working mobile service for over a week

Hi ​@Graham Carter 

Thank you for getting in touch with us, and I’m sorry that you haven’t received a response sooner.

Please kindly check your emails, as we did receive your message and have replied. I have also sent you a response via private message.

Thank you,

Zandile m

The iD Mobile Team