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No connection following port

  • 20 August 2023
  • 55 replies
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R
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I had a rolling 1 month iD contract, and decided to get a new phone with a 24 month iD contract.

 

I thought I would be able to switch my existing number to the new contract but was told this wasn’t directly possible and I would have to port out and back in.

 

I ported out on my 1 month sim, closing down that account.  I then ported this number back to my new 24 month contract.  The port was “successful” in so far as my new iD account now shows my number in the profile, however since the port I am not able to make or receive calls/data/text.   The mobile connects to the network but all I get is 3G with no symbol to suggest data is being received…

 

I suspect this may be somehow linked to the port out and then back in, but its been 3 days and customer support have not yet been able to provide a resolution.

 

Any ideas?

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Best answer by andewhite 24 August 2023, 17:07

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andewhite
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I agree @Ro-me-ro - sounds like after the number transfer (port-back-in) to your new iD account, something has gone wrong. 

Unfortunately, you’re reliant on iD Mobile getting this fixed, because OFCOM rules make iD 100% responsible for getting the number transferred successfully.

Might be quicker to communicate with iD Mobile via the online iD live chat, Facebook Messenger, or X (Twitter) DM - the agents work until 8pm on weekdays.

andewhite
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I am using live chat as there doesn’t appear to be any alternatives… I am currently on technical ticket number 2, with each one advising of 48 hour turn arounds… frustrating when my phone number is linked to lots of banks OTPs etc…
 

Yeah, the iD live chat is often frustrating. 
Perhaps it might be easier - if possible - to use Facebook Messenger or X (Twitter) DM to communicate privately with the iD support team. In my experience I’ve found these a more effective way of getting assistance.

No doubt properly functioning mobile phone services would be better, but unfortunately @Ro-me-ro I suspect your only ‘stick’ is compensation for iD delay in getting your ported-in number working properly with the new iD account.

andewhite
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iD staff usually only read the forum posts once-a-day, sometimes less frequently. 

This forum isn’t for real time live chat with iD staff - using X (Twitter) to DM iD will be quicker, and perhaps easier to keep track of things than multiple live chats. 
🤞

andewhite
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I guess iD Mobile rely on most customers not taking their complaint to the Communications Ombudsman - I believe there’s a cost involved for iD if a complaint goes to the ombudsman.

Probably wise to cut your losses and run @Ro-me-ro - seems like iD don’t really care enough to put things right when they’ve gone wrong.

 

andewhite
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Perhaps there’s an element of risk with port-out, port-in process @Ro-me-ro. 
Maybe obtaining, and then using a PAC, too soon after a number transfer might lead to ongoing issues.

After switching your 30-day rolling SIM only to another party, what time period was there between getting the transfer completed message, and then using the other party’s PAC to switch back to iD (for your 24-month minimum term handset contract)?

Has the old iD account, linked to 30-day rolling SIM only contract, definitely been closed?
There should be limited online access to the old iD account, for 6-months after closure.

You’ve got to wonder if the 48-hours response time is because iD rely on Three UK for aspects of account setup & management, and technical support?

 

andewhite
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Unfortunately OFCOM wouldn’t look at a complaint - I think you’ll need to contact the communications ombudsman after 8-weeks, or a deadlock letter if that arrives beforehand.

 

R
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Hi @Ro-me-ro 

 

I am also a part of the social media team, hence referring your to keep contact there. We will support you there as best we can, if you wish to return in your cooling off period, that is your choice.

 

Tom

 

I realise it's my choice, but it's genuinely not one I want to take as I am an otherwise to this incident happy iD customer.…

 

Anyway Day 15.  Text messages sent and received.  Good grief... I'll await confirmation from the complaints team, but looks like we are finally resolved.

andewhite
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Ahh… I guess it’s plausible that iD Mobile’s network partner (Three UK) might have misconfigured your new iD account during the number transfer.

However, very hard to understand why iD take a long time to sort out some technical and account issues, with their network partner.

 

R
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I still can’t help but think this might have something to do with my port-out and port-back-in.

 

For example my whilst I can call outbound right now, when someone tries to call me it is saying that my phone is switched off… which patently is not correct!  I’m wondering if there is some crossed wires with my other now closed account which had the same number only a few days ago…

Kash
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Hi @Ro-me-ro,

Welcome to the Community!

We are sorry to hear that you still don’t have the ability to make calls and texts.

If you would like us to deal with this via the Community, please let us know and we can PM you.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
R
Rank
Userlevel 1

I agree @Ro-me-ro - sounds like after the number transfer (port-back-in) to your new iD account, something has gone wrong. 

Unfortunately, you’re reliant on iD Mobile getting this fixed, because OFCOM rules make iD 100% responsible for getting the number transferred successfully.

Might be quicker to communicate with iD Mobile via the online iD live chat, Facebook Messenger, or X (Twitter) DM - the agents work until 8pm on weekdays.

 

I am using live chat as there doesn’t appear to be any alternatives… I am currently on technical ticket number 2, with each one advising of 48 hour turn arounds… frustrating when my phone number is linked to lots of banks OTPs etc...

R
Rank
Userlevel 1

Hi @Ro-me-ro,

Welcome to the Community!

We are sorry to hear that you still don’t have the ability to make calls and texts.

If you would like us to deal with this via the Community, please let us know and we can PM you.

 

Kash

 

Hi Kash,

28 days and it’s still not working properly.  If anyone out there is able to add insight behind the scenes to resolve my issues then great.   The cliffs are:

  1. Triangular port has gone very wrong
  2. I’m still experiencing some form of split port, specifically only when roaming

This issue has now been sent to CEO team today because since my last update nobody has done anything, and I’ve asked to be released from my contract at a discount equal to the cost of a 24 month unlimited sim which on the basis that iD are unable to provide the service I am not willing to pay for that portion.  If things can be resolved before I get an answer from CEO team great, but I don’t have much hope.  My journey is documented in this thread...feel free to read and DM me if you think you can assist.  Best regards.

Tom
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Hi @Ro-me-ro 

 

I’m sorry to hear that, please continue contact with the complaints team about this.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Tom
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Hi @Ro-me-ro 

 

Glad to hear that’s sorted.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
R
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Until resolved I don’t even want to talk compensation etc but yeah I am currently paying for a service I am not receiving.   I don’t even “mind” the 24-48 hours wait to get assistance, it’s after you have already waited 48 hours to get an outcome that still doesn’t fix the problem and to be put back in another 24-48 hour wait… once you have waited once, you should “jump the queue” and have a direct contact until resolved.   My frustrated 2c’s anyway.  I’ll perhaps give twitter DM a try if there isn’t actually any customer support agents that work on these boards...

R
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Hi @Ro-me-ro,

Please let us know if you would like an update and we can PM you.

 

Kash

 

Sure, feel free to PM.

 

The lack of any DM here is broadly similar to my current experiences with iD technical support.   It no longer appears to exist.

 

The CEO team told me ala Charlie and the Chocolate Factory - “YOU GET NOTHING!!” because the Tech team still have an open case and are trying to resolve this.   Whereas the tech team hasn’t been in touch for over 2 weeks, and even then it was to essentially call me a liar and to repeat steps I’d already done for them.  It’s clearly a high priority for them.

 

So sadly this matter is amazingly with the Ombudsman, because nobody at iD mobile gives enough of a **** about my issues to try and fix them.

 

I checked my bank statements for a part of my ombudsman complaint and I’d actually been a satisfied iD mobile customer since October 2020 until this issue destroyed that.

 

Even now my preferred outcome here remains a desire to have a working service with iD, just like my wife does sitting next to me, and I am disappointed beyond words at this whole sorry experience.

 

I’ll share the deadlock letter and outcome when this thing is over…

 

R
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I tried twitter.  They went over a bunch of the stuff I already did the day before, before “escalating” and leaving me hanging once more.  I continue to live in hope of a resolution...

Tom
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Hi @Ro-me-ro 

 

I’d recommend keeping in contact with the team on Twitter about this so we can keep you updated there.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
andewhite
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I think iD live chat are based offshore/overseas, whereas social media personnel are UK based. Unfortunately, it seems impossible to avoid going over the same stuff, especially when a different agent is looking at your iD account. 
🤞

R
Rank
Userlevel 1

Hi @Ro-me-ro,

It sounds like it’s a file exchange delay and it can take some time.

Once the number is ported the team can look at raising a good will gesture for the delay.

Hopefully it shouldn’t be too long now.

If you require further assistance here, please let us know.

 

Kash

 

I’m not going to pretend to understand what a file exchange delay is, but after 2+ months of issues the last thing I want to hear is “it can take some time”.

 

After escalating to the ombudsman amazingly iD mobile decided to make me an offer (why they couldn’t do this without my needing to escalate, who knows).  Amazingly the offer made was factually incorrect with two different ways to interpret the offer.  I asked for it to be clarified, was told “yes it was a mistake” but that the better interpretation would be honoured.  

 

It wasn’t quite what I wanted, but not wanting to drag this out for another 6-8 weeks I accepted the offer and I will be porting my number away from iD mobile next week as to quote the CEO team, “we don't have a date of resolution for the issues you are facing.”

 

So after being a customer of iD mobile since October 2020, this is how the story ends.   Disappointing isn’t the word to be honest.

 

Farewell, and good luck to anyone else unfortunate enough to suffer the same fate as I.

 

Kash
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Userlevel 7
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Hi @Ro-me-ro,

I’m very sorry to hear that it has taken this long.

Our CEO Team are the highest point of escalation and they will assist you further if your complaint is now with them.

Unfortunately we are unable to provide a different outcome then what the CEO Team would provide.

However if you don’t hear from them, please let us know and we can send you a PM to check where the complaint is at.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
R
Rank
Userlevel 1

I guess iD Mobile rely on most customers not taking their complaint to the Communications Ombudsman - I believe there’s a cost involved for iD if a complaint goes to the ombudsman.

Probably wise to cut your losses and run @Ro-me-ro - seems like iD don’t really care enough to put things right when they’ve gone wrong.

 

One of the offers I got from them was to return the phone and get a refund of the up front cost I paid.. but no refund of the monthly line rental charges… I would have literally been worse off taking that offer!

In the end they have discounted my termination fee by just about a sufficient amount to cover the purchase of an alternative service for the same period of time I would have been contracted.   The resolution I wanted was for my service to work with a little GWG for the time spent, but if they can’t fix something as basic as this after 9+ weeks to be released from the contract at least gives me freedom again.

 

Thanks for your comments and advice along the way.

R
Rank
Userlevel 1

I guess iD Mobile rely on most customers not taking their complaint to the Communications Ombudsman - I believe there’s a cost involved for iD if a complaint goes to the ombudsman.

Probably wise to cut your losses and run @Ro-me-ro - seems like iD don’t really care enough to put things right when they’ve gone wrong.

 

...and today my port from iD to vodafone completed.   2.5 months later I am finally able to receive a phone call again.  This experience will make me think twice before taking out a long term contract ever again...

R
Rank
Userlevel 1

I think iD live chat are based offshore/overseas, whereas social media personnel are UK based. Unfortunately, it seems impossible to avoid going over the same stuff, especially when a different agent is looking at your iD account. 
🤞

 

This was my 48 hour update:

“I can see on the account that this ticket has been updated and they have requested to kindly confirm if you are unable to receive calls from all your contacts or it is specific numbers.”

So yeah now I wait for another 48 hours for my next revelation.   Given the fact that it’s already been determined that something went wrong with my port, that level of attention in the next response is quite frankly appalling.

If there are any members of staff out there reading these boards (which are recommended via email as the place to go for support) then I’d really appreciate some help.

 

andewhite
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…

This was my 48 hour update:

“I can see on the account that this ticket has been updated and they have requested to kindly confirm if you are unable to receive calls from all your contacts or it is specific numbers.”

…

If there are any members of staff out there reading these boards (which are recommended via email as the place to go for support) then I’d really appreciate some help.
 

Sounds like iD are time wasting - I assume they’ve already been told you can’t receive any incoming calls.

IMO the email recommendation about the iD Community is disingenuous - iD staff typically read these boards once-a-day, sometimes less frequently.

The iD online live chat service, Facebook Messenger, or X (Twitter) DM are available for more immediate assistance from iD support. This forum doesn’t provide real time live chat with iD support. 

The iD Mobile website even provides the following optimistic advice: 

 

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