Hi ​@Graham Spencer ,

i ordered 2 new phones / contracts last week, one was to be delivered this week and the second later in December. my 1st phone didnt arrive. DPD advised it was last scanned in thier network 23rd Nov and nothing after that, and that i should call ID mobile so they can initiate a parcel search with DPD, and that i cant do that as i am not the sender. multiple calls with ID mobile and i have not been able to get a search initiated. i get pushed from ID mobile to Carphone warehouse and back. how can i cancel. the phone i a present and i am running out of time to get it. of ID cant sport it out i need to order from other provider while it is still possible to receive the new phone on time.

Please get in touch via our Socials (Facebook or Instagram), Live Chat, Community or you can email us at socialqueries@idmobile.co.uk and outline the details of your query, we would love the opportunity to put things right. 

Lamiya 

thanks for the reply - i was on live chat while you were typing this - may be sorted now, agent is requesting a re delivery and i should have the phone in few days. fingers crossed!

looks like i spoke too soon, on chat on 27th i was advised you would raise a re-delivery request and i would hears someting in 24-48 hours. not had anyting so raised on chat, i was advised you have sent an email to dpd requesting a parcel trace already, and it is with DPD now. i called DPD they have had no such request, and had even reached out to ID moble last week asking they raise request for a parcel search, but have not had any comminications from ID mobile on the subject. how hard can it be?

Hi ​@Graham Spencer 

I do apologise that you have not received your order. Something the agent may have left out was that redelivery is not guaranteed however you can contact again to check what happened to the order. 

-Owethu

I know what happened to the order - ID Mobile sent it to DPD and it has gone astray. It needs actions from ID Mobile to initiate a parcel search with DPD (i can not do that, it must be imitated by the sender).

Getting ID to complete this very simple ask  - raise a request to DPD for a parcel search, is (amazingly) proving very challenging indeed.

This whole experience has been more painful than pulling out my own teeth. i have already wasted a good few hours on chat, several calls to ID and multiple calls to DPD, sadly i don't feel i am any further along, or that anyone in ID is taking any sort of ownership to address this.

Hi ​@Graham Spencer ,

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 Z I am having the same issue, can you help me get it all resolved?