Hey everyone,I wanted to share my recent experience with iD Mobile to warn others about how they handle disputes when things go wrong. If you're thinking of ordering from them, be aware of your consumer rights before doing so!For context on the situation:I pre-ordered a Google Pixel 9 Pro from iD Mobile. When my package arrived, instead of the Pixel 9 Pro, I found an iPhone 15 Pro inside. I immediately contacted iD Mobile, but they refused to help and told me to contact DPD (the courier) instead. DPD told me to go back to iD Mobile—so I was stuck in a loop. Despite providing photographic evidence, iD Mobile insisted they sent the correct phone. I escalated to the Ombudsman, who sided with iD Mobile based on their warehouse footage, even though I

I made an order but I have not received an email of the delivery date yet if it’s taken too long I might be able to look for another option or cancel

Hi, I sent my old phone using the pre paid tracked label and envelope on 26 Feb, but have not received any confirmation of receipt or payment  

I bought a pay monthly phone and I realised that I had put the wrong address in. Once I realised this the agent help chat and phone help chat services were unavailable. I have now received the “Your ID Mobile order update” email and I didn't have the chance to try to change the delivery address or cancel my order.What should I do?

I ordered a new SIM a week ago. I received an email from ID Mobile saying the ‘delivery partner will shortly be in touch with your delivery time slot’. I’ve not received anything. It’s not in junk! I can’t track the package as I don’t have the reference number. It’s incredibly frustrating that I can’t speak to anyone about this - I’ve tried the very unhelpful chatbot….you get no where! I’m close to just cancelling the whole thing! 

I returned a new contract phone and was promised a refund by customer service of £25 which I’ve still not received 2 weeks later despite them saying - few days 

I opened a new account with ID Mobile last week and having checked the tracking number provided it would seem that the wonderfully inept Royal Mail has lost my Sim card somewhere at the opposite end of the country to where I live.I have tried speaking to a person on the Live Chat but they couldn’t send a “Replacement“ because I couldn’t upload phot proof of who I am.  I didn’t need to do that when I opened the account so fail to see how it is relevant to get the sim card that I have never received sent out.  All they need to do is check the same tracking number to see that it has not been delivered.All I want is my sim card before they start taking money from my account,  is that too much to ask. I tried speaking to the complaints team as they were the only telephone number that I could find to complain about the customer service but they were equally unhelpful and could not send me a tracking number for my “replacement” sim.  Replacement would mean that

I missing my parcel with new phone. What I need to do now

no tracking number or update for dpd.. expecting new sim delivery what's going on 

Hi. My new contract mobile phone has been returned to sender by DPD without making an attempt to deliver. Who should I contact? 

Hi. My new contract mobile phone has been returned to sender by DPD without making an attempt to deliver. Who should I contact? 

I upgraded handset on the 02/01/2026 with the delivery due date being the 05/01/2026, DPD never came, wasn’t given my 1 hour slot, so rescheduled for the next day, same thing happened, so I rescheduled again and so on up until the 14th, I then contacted ID saying my parcel tracking is stuck, its never out for delivery please help, they had told me the handset had been return to Curry’s for some reason and they’re sending it to back office to investigate, so I wait the 48 hours or so they told me before I should contact them for an update, this was 17/01/2026, they told me that they are going to get Curry’s to send it back out on Monday 19/01/2026, that I will receive new tracking and I had been credited £10 for delays, bare in mind that I haven’t seen my handset for over half of the month and the £10 awarded credit doesn’t even cover a quarter of the bill, so here I am on current day (Wednesday 21/01/2026) with no email telling me that Curry’s have dispatched the order so I got in t

Up to 10 working days to get pack, come and gone. Email company, no reply. Phone, done and we'll send another pack........some time later.......In the meantime I have received 2 different parcels from China, how difficulty is it to post an envelope

I purchased a new phone plan recently and sent my old phone in for some money back. The phone has been delivered 10 days ago, but I have not been contacted regarding payment, or even return, so I have no phone, no payment and no method of contacting anyone. 

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. mutilple calls with ID moble and i have not been able to get a search initialted. 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 recieve the new phone on time.

Hi all,  Surprised I have to create a forum post for this, but alas. I contacted ID Mobile late'ish last year about my desire to return a contract mobile that I had had for less than 14 days (within the statutory return window).I spoke to the team, we agreed a plan of action, and I returned it within the time frame. However, I was charged the full amount of the contract duration upon the return and never given a pro-rata'd refund. Can someone please help me sort this out? I'm in desperate need of getting access to the refunded amount.  Thanks P.s. hope this is the correct category.

On Black Friday I purchased a new contract. I then cancelled a week later so not charges are due. I called ID to return the handset and this was arranged as per my conversation with someone. I have texts with explanations on how to return the handset.The handset was posted and is now with ID I have proof of delivery by registered post but I have not received a £159 refund and, on top of that, I have been issued a bill while I didn’t use the phone at all. Can someone please explain when I’ll be getting my refund and revoke that bill as this phone was never ever used.I am surprised of how difficult it is to return something to ID and how chaotic it is the whole process.The contract is showing as deactivated in my ID app  but yet I receive a bill and I’m not refunded anything while ID has the handset? 

DPD did not email to notify me of a delivery date, nor a missed delivery. Now after days of hunting I have found a tracking number and it says my parcel is on it's way back to Currys. So how do I get my new phone now?? I signed up for the deal to gain cashback offer and the window to claim is due to expire. So frustrating!!!! I can't seem to get anywhere with DPD, just going in circles!

Order

HelloI Ordered for an id mobile sim since 5th of January and till today I’m yet to receive my SIM card. My old sim has been disconnected and I can’t make or receive calls. Please what do I do?

(1) I want my device to receive the data I pay id Mobile for every month. (2) I want my money back for the add on I paid for and I want the add on cancelled because once an id Mobile customer pays for an add on, they can’t cancel it  I want it cancelled. (3) I also want 3 months money returned to me for a data I paid for but never received.     

My handset delivery was failed once and then on the DPD tracking it says my handset has been returned to Currys. I have tried to use the chat bot and the automated phone line to get answers but no joy. Still haven't managed to get through to a customer service agent but was wondering if anyone has had this experience and could shed some light on the issue. DPD says to contact ID but no luck so far. Any help appreciated.

I have ordered a new sim for my friend. It was not working at his location fine. It was active for 2 days didn't used it. Cancelled the contract. Still it says your bill be generated after one month and you have to pay the charges as the sim was active. Does it makes sense ? How much will be the bill in this scenario please.

I ordered a phone for next day delivery but DPD have clearly lost the phone and it has now been over two weeks.I have contacted iD about this multiple times but the customer service seem incapable or unwilling to help. Multiple agents have told me they have asked DPD to investigate but it is unclear if they actually have since it has been two weeks and no progress has been made. Every time I speak to someone at iD they say that there is nothing they can do until DPD investigate which they were supposed to have done 10 days ago.I understand that it was DPD who lost the phone but iD are legally responsible for ensuring I receive what I have paid for and yet they don't seem to take this seriously. Repeatedly telling me that I have to wait for DPD is not a sufficient response when nobody can tell me how long I will have to wait for. If every time I speak to an agent at iD they say they will contact DPD and I will need to wait but that they can’t provide any update on the la

Hi there, I received a contract phone but when setting it up it just went into a constant boot loop, phone constantly restarting itself. I contacted support and sent the phone back the next day. I was basically just wondering how long it takes to process the return and send a replacement?