Skip to main content

Delivery & Returns.

Got a question about our delivery process or returns? Ask it here!

  • 50 Topics
  • 118 Replies
50 Topics
P
Newbie
Paulcox74Newbie
asked in Delivery & Returns.
Upfront cost refund

I returned a phone to you a month ago within the standard returns period due to the phone being faulty and despite talking to to you through live chat on 4 separate occasions I have still not had my refund. I’ve been told this has been escalated but still nothing. Any ideas?

273
N
iD Mobile Employee
3 days ago
M
Newbie
Mahboub64Newbie
asked in Delivery & Returns.
return

I'm not happy with the phone that I ordered, how can I changed my order with another brand?

607
Tyler
iD Mobile Employee
4 days ago
K
Civilian
katienewton123Civilian
asked in Delivery & Returns.
upgrade confirmation

I’ve ordered a phone and money has been taken but I didn’t get a confirmation email or anything ? 

61
N
iD Mobile Employee
6 days ago
D
Civilian
dixon_goldupCivilian
asked in Delivery & Returns.
Phone return

I am new customer of Id network.2 days ago I bought a new Iphone 16 pro max but the phone is not working.So I want to return it.Can you please collect the parcel from me and cancel the contract. Danny GreaseThanks

111
Tyler
iD Mobile Employee
6 days ago
B
Newbie
Bigjohnt1980Newbie
asked in Delivery & Returns.
delivery

I have just upgraded and my phone is due to come out with dpd but I still haven't had a confirmation email from dpd or a phone call or text so that I can track my parcel is there someone who can help me with this thanks 

92
B
Newbie
9 days ago
J
Civilian
Janice BrammerCivilian
posted in Delivery & Returns.
New phone delivery

Still not had a notification for the delivery of my new phone 

172
Tom
iD Mobile Employee
13 days ago
Ruth Bailey
Civilian
Ruth BaileyCivilian
asked in Delivery & Returns.
missed delivery

I missed my delivery as wasn’t at home with pin, the driver did tell my husband they would attempt again the next day but they did not and DPD site says it’s going back to curry’s. I have no working phone as SIM been ended for the new contract 

8715
Mel J Lee
Newbie
13 days ago
R
Civilian
ross1994Civilian
asked in Delivery & Returns.
vulnerable person

I recently acquired a new iPhone through a contract agreement.Upon opening the box and inserting the SIM card into the device, I realized that I could not retain my existing phone number, as it was associated with ID Mobile, which apparently does not allow for number changes.Since I am unable to keep my number, I no longer have a need for the mobile device and the associated contract.I was advised to return the phone, as it is still within the return period.However, I am uncertain about the process for returning the device, particularly since the box has been opened and the SIM card has been inserted.Additionally, I would like to know how I can confirm that the device has been received back, given its considerable value, as I am apprehensive about sending it back.

242
N
iD Mobile Employee
14 days ago
F
Newbie
FhajiNewbie
asked in Delivery & Returns.
My new phone hasn't arrived

Am expecting a delivery today, but got no notification 

204
Lauren
iD Mobile Employee
16 days ago
Lukasz Danielczyk
Civilian
Lukasz DanielczykCivilian
posted in Delivery & Returns.
return phone back

HI, after upgrade  my contract I decided to leave the network id where I have to send my phone back

141
Tom
iD Mobile Employee
19 days ago
L
Civilian
LisabelleCivilian
posted in Delivery & Returns.
taking my money and i dont hava a phobe off you

Can you please tell me why your are taking money out of my account when I don't have a phone from you, how is this happening,i need you to investigation what person and account has my bank attached to it because this is fraud

81
Tom
iD Mobile Employee
19 days ago
Karl Fox
Civilian
Karl FoxCivilian
posted in Delivery & Returns.
delivery

Ordered iPhone 14plus on 3/10/24 saying delivery will be Tuesday 8/10/24 now I get email saying it will be 24/10/24how can it take 3 weeks to deliver??I can’t even speak to anyone about it! 

151
Tom
iD Mobile Employee
20 days ago
Aimee Bensley
Civilian
Aimee BensleyCivilian
asked in Delivery & Returns.
returned upgrade

Hi I returned my upgrade to your warehouse before the weekend. Recorded delivery. Can you update my account plz? 

41
Kash
iD Mobile Employee
25 days ago
S
Newbie
shchong72Newbie
asked in Delivery & Returns.
ms

Need to cancel order

112
Matthew T
iD Mobile Employee
26 days ago
John Tetlow
Civilian
John TetlowCivilian
posted in Delivery & Returns.
Refund

still waiting for refund when i cancelled iphone

51
Kash
iD Mobile Employee
27 days ago
M
Newbie
Matt CordwentNewbie
asked in Delivery & Returns.
Phone returned to Currys - need to rearrange delivery

I ordered a new phone to arrive Tuesday just gone. When DPD arrived they asked my partner for a pin, but hadn't sent it to me so didn't give her the phone, saying they would try the next day. On Wednesday they didn't attempt to redeliver and their website provided the consignor asked for the phone to be returned, so it was sent back to Currys on the Thursday.I tried calling ID mobile's sales team as suggested in another post, they weren't able to help as the sale has been processed. They transferred me to Currys, but Currys weren't able to help because my order was placed with ID mobile direct. Currys suggested I use the live chat function, but that doesn't have a suitable response ("redeliver" just triggers the response to return my phone either in or out of the 14 day window, "currys" gives no response at all).Can you please contact me to arrange redelivery of my phone to me? I'm going abroad for a week so presume it will need to be via the messages. To confirm, I want the new phone,

423
Tom
iD Mobile Employee
28 days ago
R
Civilian
Ryan_king1985Civilian
posted in Delivery & Returns.
lost phone

R Ryan_king1985 just now  Hi, I received a package on Friday the 20th of September but all in inside was a SIM card & a welcome pack NO PHONE! I’ve contacted DPD to no evail  I ordered the new iPhone 16 pre order & still haven’t received it I thought it might come separate to the sim etc but still nothing & says delivered on dpd & Carphone warehouse      

471
Kash
iD Mobile Employee
1 month ago
C
Rookie
cookpRookie
asked in Delivery & Returns.
Phone not delivered

My son ordered a phone 3 weeks ago. DPD arrived outside our house but made no attempt to deliver. They updated the delivery status to ‘sorry we missed you’ and the following day said they were returning the package to Currys. Despite several attempts to get a sensible response from ID’s Customer Services my son is still waiting for his new phone. He has paid an upfront fee and is now being charged under his contract. Cust Services are investigating the issue and have told him that the package was received back from DPD empty, without the phone. They are refusing to send a phone to him until they have fully investigated with DPD. They have also refused to accept a cancellation instruction until they ‘receive the phone back’. Clearly this has nothing to do with my son and is an issue between ID and DPD. How can this be escalated to someone sensible?

2006
Kash
iD Mobile Employee
1 month ago
P
Newbie
PeakSNewbie
asked in Delivery & Returns.
Return new phone

Hi,I purchased a phone online and didn’t receive any proof of purchase or confirmation email. I need to return the pay monthly phone unused with sim card and packaging and can do to a currys store but I have no invoice.I tried to use the webchat but is unavailable. I then downloaded the return request form which it says on the website to return to a Salford address but on the downloaded form gives a Southampton address.Kind regards,Sarah

803
Tom
iD Mobile Employee
1 month ago
T
Civilian
TiredofwaitingCivilian
asked in Delivery & Returns.
Return to store

I’m going around in rings trying to organise return of a handset to a Curry’s store. Customer service chat opened a postal return but this was not what I wanted. Now Curry’s say that they can’t accept the handset as a postal return is open. I’ve tried to have this closed via the chat but it hasn’t worked. How can I get the return made in store?

121
Tom
iD Mobile Employee
1 month ago
Tony Lummis
Newbie
Tony LummisNewbie
asked in Delivery & Returns.
No calls out or in.

I cant make calls out or receive calls .Current answers are 10 years old

513
Tom
iD Mobile Employee
1 month ago
L
Civilian
LottieCCivilian
asked in Delivery & Returns.
Switch happening today but sim not arrived

My switch is happening today and my sim has not arrived! I got an email to say my sim was on its way and was then prompted to start the process of switching my number. I have still not received my sim and my switch is happening today which means I am going to be without a working phone!  I am also already paying for this sim which has not arrived ?! When ordering it said it would take 2-3 business days to arrive but now when I ask the chat it says 5!  I cannot get through to talk to a real person as it says they need to text me a code to verify on my non existent sim!!!! please help 

1105
Tom
iD Mobile Employee
1 month ago
D
Newbie
Delmac01Newbie
asked in Delivery & Returns.
keep getting my address wrong

It's the 3rd day I have been waiting for my new device. This is because ID don't put my full address and the courier won't deliver. ID don't allow the courier company to change the address. I have been in touch with live chat many times, they keep saying they will put the full address but never do. Does anyone know who I can contact about this? 

223
Tom
iD Mobile Employee
1 month ago
S
Civilian
Sabrinamathew25Civilian
posted in Delivery & Returns.
missing product

I ordered a phone from ID mobile, it was meant to be delivered using dpd, I missed the delivery slot, instead of rearranging a delivery date they have sent it back to currys, I’ve contacted currys to see when it can be collected/delivered but they said I need to contact ID 

211
Tom
iD Mobile Employee
1 month ago
J
Civilian
JS10Civilian
asked in Delivery & Returns.
Sim not arrived in the post

Order reference 135220088I am waiting for my SIM card but it has not arrived and no message from DPD that they have it and will be delivering it. Please can you inform me when it will be delivered or send me an eSIM instead.

422
Kash
iD Mobile Employee
1 month ago
Terms & Conditions