Question

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

Forum|Forum|9 hours ago
April 20, 2026
7 replies
47 views

Graham Carter
Helpful Contributor

I raised a previous thread raising an issue I was having with esim activation on my phone and had no responses… as such, have since raised a complaint of which I received a response on Friday stating

I can confirm that our Complaints Team has escalated this matter to our Technical Team, and it is currently under review under the reference 496430008. They will contact you on your temporary number and provide an update within the next 48 hours.

Well its now late Monday morning and still no call from the technical team!

My issues started Wednesday last week, so am now into the 6th day of NO MOBILE SERVICE!

I’ve repeated several times to staff that sending me another esim DOES NOT FIX THE PROBLEM and as described in my above linked thread, have undertaken ALL possible troubleshooting.

This is now preventing me from 2FA authentication for several other services I use!!!

Graham Carter
Author
Helpful Contributor
Forum|Forum|9 hours ago
April 20, 2026

@Gemma M Can you help?

Graham Carter
Author
Helpful Contributor
Forum|Forum|8 hours ago
April 20, 2026

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!

Michael Z
iD Mobile Employee
Forum|Forum|6 hours ago
April 20, 2026

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Graham Carter
Author
Helpful Contributor
Forum|Forum|5 hours ago
April 20, 2026

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 😊

Graham Carter
Author
Helpful Contributor
Forum|Forum|3 hours ago
April 20, 2026

Still waiting for a reply to my PM

Graham Carter
Author
Helpful Contributor
Forum|Forum|2 hours ago
April 20, 2026

X3 hours and no more replies to the pm!

Graham Carter
Author
Helpful Contributor
Forum|Forum|1 hour ago
April 20, 2026

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.