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Delivery & Returns.

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

  • 94 Topics
  • 331 Replies
94 Topics
R
Community Member
Raven145Community Member
posted in Delivery & Returns.
missed delivery

I missed my handset delivery upgrade because it went to my old address. It now says its going back to currys .I was wondering is there a way that I can cancel the handset being redelivered and collect it from store instead also how do I change my address so this doesn't happen again

481
Tyler
iD Mobile Employee
P
Active Contributor
Paulcox74Active Contributor
posted 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?

673
N
iD Mobile Employee
M
New
 Contributor
Mahboub64New
 Contributor
asked in Delivery & Returns.
return

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

1267
Tyler
iD Mobile Employee
K
Community Member
katienewton123Community Member
posted 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 ? 

511
N
iD Mobile Employee
B
New
 Contributor
Bigjohnt1980New
 Contributor
posted 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 

422
B
New
 Contributor
J
New
 Contributor
Janice BrammerNew
 Contributor
posted in Delivery & Returns.
New phone delivery

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

452
Tom
iD Mobile Employee
Ruth Bailey
Community Member
Ruth BaileyCommunity Member
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 

18715
Mel J Lee
Active Contributor
R
Community Member
ross1994Community Member
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.

592
N
iD Mobile Employee
F
Active Contributor
FhajiActive Contributor
posted in Delivery & Returns.
My new phone hasn't arrived

Am expecting a delivery today, but got no notification 

584
Lauren
iD Mobile Employee
Lukasz Danielczyk
Community Member
Lukasz DanielczykCommunity Member
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

481
Tom
iD Mobile Employee
L
Community Member
LisabelleCommunity Member
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

251
Tom
iD Mobile Employee
Karl Fox
Community Member
Karl FoxCommunity Member
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! 

211
Tom
iD Mobile Employee
Aimee Bensley
Community Member
Aimee BensleyCommunity Member
posted in Delivery & Returns.
returned upgrade

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

181
Kash
iD Mobile Employee
S
New
 Contributor
shchong72New
 Contributor
asked in Delivery & Returns.
ms

Need to cancel order

472
Matthew T
iD Mobile Employee
John Tetlow
Community Member
John TetlowCommunity Member
posted in Delivery & Returns.
Refund

still waiting for refund when i cancelled iphone

211
Kash
iD Mobile Employee
M
New
 Contributor
Matt CordwentNew
 Contributor
posted 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,

1923
Tom
iD Mobile Employee
R
New
 Contributor
Ryan_king1985New
 Contributor
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      

1141
Kash
iD Mobile Employee
C
New
 Contributor
cookpNew
 Contributor
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?

5936
Kash
iD Mobile Employee
P
New
 Contributor
PeakSNew
 Contributor
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

1673
Tom
iD Mobile Employee
Tony Lummis
New
 Contributor
Tony LummisNew
 Contributor
asked in Delivery & Returns.
No calls out or in.

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

633
Tom
iD Mobile Employee
T
Community Member
TiredofwaitingCommunity Member
posted 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?

201
Tom
iD Mobile Employee
L
Community Member
LottieCCommunity Member
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 

3635
Tom
iD Mobile Employee
S
Community Member
Sabrinamathew25Community Member
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 

371
Tom
iD Mobile Employee
D
New
 Contributor
Delmac01New
 Contributor
posted 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? 

743
Tom
iD Mobile Employee
N
New
 Contributor
nic8592New
 Contributor
asked in Delivery & Returns.
Pixel 9 Pro Fold Pre Order Delivery

Hi, I placed a pre order for the pixel 9 pro fold on 14/08/24 , got a confirmation email and spoken to a few people on live chat, can you please let me know if the phone will arrive tomorrow 05/09/24 as promised when ordering? I have had no tracking or dispatch info and don’t want to wait around just in case. Thanks

712
Matthew T
iD Mobile Employee
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