I am requesting to move my number to another provider therefore cancelling my contract. I am in my 30 day cooling off period but I have an estimated final bill of £150.
Can you please ensure I do not get charged the 12 month line rental.
Best answer by Mohammed
View original
+9
Using a PAC, and requesting a returns number to process a cooling off period cancellation, are two very different processes
Assuming you asked iD for a PAC within your cooling off period, and used this PAC within your cooling period, you’ll have ended your contract within its minimum term and therefore most likely have to pay the early termination fee for the iD contract you purchased.
You can talk to iD privately about this using their online live chat service, Facebook Messenger, or by Twitter DM.
The customer service teams work until at 8pm on weekdays.
I did use live chat and kept the transcript below
Please tell me where I did not follow the instructions
I said I was in the cool off period/returns window and sim only plan it directed me to the below
|
Hi there, welcome to the iD Chatbot. How can we help you today? |
| I wan to cancel my contract within my 30 period |
| We're sorry to hear you're thinking of leaving iD, so that I can assist you select from the below options: ·I have found a deal with another provider |
| I am leaving for other reasons |
| No |
| To ensure I provide you with the right information, please select one of the options below: |
| End my contract PAC (Switch network, keep my number) |
| As soon as you give your new network your PAC or STAC, your account should disconnect within one working day of you giving the code, your iD plan will disconnect as soon as your number has been transferred. If you're still unsure if you've successfully switched, please contact your new network. Please note we do not give out PAC codes via Webchat you will receive via an SMS direct to the iD number. ·Text |
+9
Okay
Your chat seems have been with the online iD chat bot, not a person.
You don’t seem to have mentioned anything about cancelling during your cooling off period to their bot.
I’d suggest you talk privately to iD customer service about this by iD live chat, Facebook Messenger, or by Twitter DM.
The customer service teams work until 8pm on weekdays.
https://www.idmobile.co.uk/help-and-advice/returns-cancellations.
There was no option for a live person,I looked for it.
I went to that website returns and cancellation you rovided, I filled it all in and it took me to live chat.
You saw the transcript.
It did not say ignore this because it is not a live person.
The website says returns and cancellations - grouping the two together. I therefore said cancel in 30 day period.
It said nowhere to say the word return.
+3
Hi
I'm sorry to hear about the problems you’re having trying to return your plan and port-out.
I’ll get someone to get in touch with you via direct message here in the Community first thing in the morning.
Thanks,
Nikhil
+10
Hey
A return is not the same as a disconnection.
A return will cancel within the returns period marking the contract as returned.
A disconnection will cancel the contract but if you are still in a minimum term, you’d incur a termination fee.
I can see from your transcript you didn’t type the initial message correctly, hence the system thought you were cancelling.
Adjusting the message correctly, I was able to do this fine:
| Hi there, welcome to the iD Chatbot. How can we help you today? |
| I want to return my contract within my 30 day period |
| Let's get started! Where did you make your purchase from? |
| iD Mobile website or over the phone |
| Are you within the returns window? You can return a purchase made from the Currys website within 14 days. If you're outside this returns window you will need to process your cancellation directly with us. |
| I'm within the returns window |
| What did you purchase? |
| SIM Only |
| You'll need to chat to us to process your return. |
As you can see above, this detected a return was required and offered to connect to an agent.
That said, we’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.
To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.
Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview
We’ll see you there.
Mohammed
I would say that common parlence is you cancel a contact, you don't return a contract. (I agree that you return a phone because it is an object)
I would suggest changing your chat bots algorithms.
To get to the chat bot I said I was in my 30 day returns periods (from the cancellation and returns website) so it should have know that.
Also the website title is coflating the two things
“cancellation and returns” as if they are interchangeable.
+9
Indeed
It seems a grey area, given you ordered a physical SIM card from iD, which may or may not have needed to be returned to iD.
IMO the following community articles seem to cover the two scenarios reasonably well:
However, the chat bot doesn’t appear able to distinguish between cancelling a contract, and cancelling an order, which can’t really be conflated.
Hopefully you manage to resolve matters.
+10
Thanks for your feedback
Mohammed
Already have an account? Login
No account yet? It's really easy to register here
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
