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Delivery & Returns

Everything you need to know about our delivery process, including next day delivery on our phones.

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faulty phone

I have an s21 ultra that is faulty and it is under 30 days old how do I get it replaced

Unwanted SIM. How do I return it?

As an existing ID customer, I ordered a new SIM, through the Uswitch website, from Id Mobile. This gave me more data for lower monthly payment. Having tried the new SIM, I am now in a complete muddle, my old SIM is still working & I can't get My Account to show my new tariff, so I think it is be...

Sim was delivered to wrong address

Just received sim today need to speak e someone regarding this. I have updated my address in my account.

Can't text premium number

Hello, I am now unable to text premium number 60110. I’ve got enough in my cap limit and premium services shows as on. I was able to successfully text this number in 15th March. Not it bounces back as failed. Thank you

cancel within returns period

HiI wish to cancel my sim only deal within the cooling off period.The website and app will not load despite entering the correct logon details. I have not made any calls or used data, how can i ensure my contract is cancelled.thank you

Replacement SIM not working

Lost my phone, got a replacement SIM - it’s not working. Live chat not available, no email address that I can use, no phone number to call - this is driving me mad. How am I supposed to get my phone to work again?

SIM Card Not Arrived

Hi I ordered my sim over 14 days ago and it still has not arrived yet. What do I do? I can’t seem to find how to get in touch with anyone.

lost sim card

hello, I lost my SIM card and can’t get through the support line and the live chat portal is not working. please help!

Returning an upgrade

Hello, I've recently upgraded from a SIM only plan to a pixel 5, however I'm not really happy with the device. I'd like to try it out for a few more days, but if I'm still unhappy is it possible to return the device and either return to my old plan or choose a new device, even though I've used it an...

Faulty phone

I received a new iPhone 11 2 days ago. The microphone isn’t working. Apple support ran diagnostic and found it’s a hardware issue. iD customer service has been horrendous to get hold of!How do I get this fixed?

Sim card not delivered

I ordered the 8G per month plan on the 18th of January and still haven't received my sim, and haven't had any delivery updates. I have, however, been informed that my direct debit has already started despite me not having my sim. This means I can't leave my previous plan because I don't have a new...

failty iphone 12 pro max

Hello! my iPhone 12 Pro Max keeps freezing it won’t even let me switch it off as the screen becomes completely unresponsive. How do I get it exchanged for a working model? I’ve had it under 30 days. I’d appreciate any help with this.

order status

Hi I made an order via the website and was wondering the status of my order I spoke to someone on live chat but they were no help at all thank

Cancel new contract

I would like to cancel a new contract/order before the phone is delivered , how can I do this please.

Iphone 12 pro Order

Hi, i have ordered the iphone 12 pro pacific blue on the 22/11/20 and upon ordering the expected delivery date was 24/11/20. I dont know if my order has been successfully processed however the upfront cost has been taken from my account. I need an update regarding this as i am currently without a ph...

Question before ordering

I wont to make a contract but for iphone 12 pro I saw is order avaible from 23.02 so if I order today when I gona get the phone?

Replacement Sim Please

Hello Cant get through on phone & love chat button does not work on any browser. I need a replacement sim as mine has stopped working. Help please.

Phone not in stock

I recently orderd a phone but then got an email soon after saying it was out of stock and will arrive in store shortly. I was wondering if there is anyway I can change my order to a phone which you do have in stock or cancel my order.

How do i get my replacement sim

ID claimed to have sent me a replacement sim card weeks ago. I still haven't received it. In the meantime I'm stuck with a phone I can't use for Texts, Calls or Data.Seriously hacked of with ID

cancel within returns period

Hi I’m in my 14 day cooling off period and want to cancel my contract! Customer service is none existent and don’t reply to messages! How do I cancel!!!

Return SIM ordered by mistake

I need to return a sim I ordered in error, I wanted to change my current plan but mistakenly ordered a new sim. I have now changed my current plan. I have been trying to speak to someone through chat, but it keeps saying noone is available. Please help

Out of stock

Hi there. I ordered a iPhone 11 in purple 128gb but then got an email saying it was out of stock. I might have to cancel if it’s gonna take too long. could you possibly check when it’ll be back in stock? many thanksAdrielly

new sim required

how do you order a new sim

iphone se.... bizzare cable cams with it...

So I have the iphone se and charger didn't come with it (this should be clearer ID mobile.. appreciate it is an apple decision but i didn't see this in the purchasing of this phone). But what the heck is this cable able to fit... it doesn't have USB end it has something different again.. so I am con...

Delivery of a SIM card

Hello ID, I have ordered a SIM card on the 22nd of October but it still hasn't arrived (two weeks now). I cannot get through to the customer service on the phone. Could you please check if the card has been posted? Best, Kama

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