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Question

New phone - switch hasn't occured

L
Community Member

Hi,

 

 

 

I bought a new phone from Carphone warehouse - Google pixel 9. I was on the Three network, and I gave over the code to keep my number, when I took out the contract. 

 

The switch was supposed to happen on Tuesday.

 

 

 

On Wednesday morning (today) 10am I received an email saying the switch had been completed. I didn't receive a new SIM, so assumed my old one would work in this phone. But I have no service. It says, emergency calls only.

 

 

 

I've tried upwards of 20 times to speak to someone on the chat function and it says 'sorry I can't chat right now' each time I try to get transferred to an agent. I can't access the app either because it's trying to send me a text and I can't receive it. 

 

 

 

Any advice? 

 

 

 

Thanks,

 

Leigh

    2 replies

    sandycroftone
    New
 Contributor
    • sandycroftone
    • New
 Contributor
    • 2 replies
    • April 30, 2025

    Hi Leigh.

    Reading between the lines in your post,has the contract been set up with an esim?My advice would be to check the invoice ID have sent you,which should show the IMEI of your new device,and(if applicable)the serial number of the attached SIM card.…

    If a physical SIM and not enclosed with the order,go to Currys and obtain a replacement SIM with your number on.If an esim,the likelihood is that you will have an email from ID with installation instructions etc.

     

    Let me know how you get on

    Ed

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • 3801 replies
    • May 1, 2025

    Hey there ​@leighconnelly, we’re very sorry to hear that.

     

    SIM cards are posted 3-5 working days delivery time, and separate to any handset purchased. If you ordered an eSIM, this should’ve been sent via email by now.

     

    Did you order a physical or eSIM, and what date did you order please?

     

    Our apologies for the live-chat, we had an issue yesterday with the live-chat, meaning many customers couldn’t get through to an agent. Our sincere apologies for this.

     

    Thanks,

    Tyler

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