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Lynda07
New Contributor
November 11, 2025
Question

upgrade delivery issues

  • November 11, 2025
  • 4 replies
  • 97 views

Hi, I need help with my upgrade delivery.

 

DPD tracking number: [removed]

Delivery was due on Friday 7th, but tracking has completely stopped updating.

 

DPD told me only the sender (iD Mobile) can open a lost-in-transit investigation.

I have spoken on the phone to customer services, and they confirmed they added notes on my account, but advised that this must be raised through live chat.

 

I have tried live chat many times and it will not connect me to an agent, so I cannot progress this any further.

 

Please can an iD Staff Member raise the DPD lost-in-transit investigation and arrange for a replacement handset to be sent as soon as possible?

 

Thank you.”

    4 replies

    Lamiya C
    iD Mobile Employee
    Lamiya C
    iD Mobile Employee
    November 11, 2025

    Hi ​@Lynda07 ,

     

    I’m really sorry to hear about the delay with your upgrade delivery and the difficulty you’ve had trying to resolve this. I completely understand how frustrating this must be.
    We’ll need to raise a lost-in-transit investigation with DPD, If you would like some further support with anything. our Live Chat team are available from:
    9am - 8pm Monday to Friday
    9am - 6pm Saturday, Sunday, and Bank Holidays.
    You can access Live Chat here: www.idmobile.co.uk/live-chat, or please reach out to us on here via Facebook or Instagram, Live Chat, our Community page, or by emailing socialqueries@idmobile.co.uk with the detail
      
    Lamiya
    iD Mobile Team
     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Lynda07Author
    New Contributor
    November 20, 2025

    My upgrade order STILL has not been delivered, correspondence has been extremely frustrating, always excuses with wanting more time. I need this enquiry escalated, with no more excuses. Surely it cannot be that difficult to send a replacement whilst you sort it out with DPD.

    New Contributor
    MissTiny
    New Contributor
    April 22, 2026

    Hi, I need help with my upgrade delivery.

     

    DPD tracking number: 1550 0699 819 834 D

    Delivery was due on Friday 7th, but tracking has completely stopped updating.

     

    DPD told me only the sender (iD Mobile) can open a lost-in-transit investigation.

    I have spoken on the phone to customer services, and they confirmed they added notes on my account, but advised that this must be raised through live chat.

     

    I have tried live chat many times and it will not connect me to an agent, so I cannot progress this any further.

     

    Please can an iD Staff Member raise the DPD lost-in-transit investigation and arrange for a replacement handset to be sent as soon as possible?

     

    Thank you.”

    Im having the same issue did you get this sorted? 

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    April 23, 2026

    Hi ​@MissTiny and ​@Lynda07,

     

    I am so sorry to hear that you have both not yet received your orders. 

     

    I've just sent you both 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 

     

    We'll speak to you there.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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