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account hacked no support

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My husbands account appears to have been hacked, he got an email around 5.30 advising a new sim has been issued 

He can no longer make or receive calls or texts 

He can no longer log into his account 

If he tries to raise it through the chat They send verification codes by text which are going to the number he has lost 

Someone did answer the number when called but was evasive 

No phone numbers work for id mobile after a certain time 

We even went into the store that the account was set up in and they can't do anything 

I have logged it as lost!stolen but this is extremely poor service that we can't get the account recovered outside working hours when there is fraudulent activity occurring 

Best answer by WelshPaul

His account hasn’t been hacked; his login details have been compromised, probably from a phishing attack. If someone could hack your husband’s iD Mobile account, they could hack all iD Mobile user accounts.

I’m unsure if this option is automated or if you get to speak to a real person, but have you tried dialling 7777 or 0333 003 7777 and selecting option 3?

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    WelshPaul
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    • WelshPaul
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    • May 15, 2025

    His account hasn’t been hacked; his login details have been compromised, probably from a phishing attack. If someone could hack your husband’s iD Mobile account, they could hack all iD Mobile user accounts.

    I’m unsure if this option is automated or if you get to speak to a real person, but have you tried dialling 7777 or 0333 003 7777 and selecting option 3?

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    W
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    • Webstera1
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    • 2 replies
    • May 15, 2025

    Thank you for your response

    The phone lines are all automated and any that aren't close around 5 so we've been unable to speak to anyone 

    The store tried to help but the only numbers they have also close around 5

    We have no idea how they got into his account as he had no texts or emails prior to the email stating a new sim had been issued and then when he tried to access the account it didn't recognise him and he can't make or receive calls or texts 

    I've logged it as lost/stolen and if you try to call it now it's saying number invalid which is a relief 

    I just think the service is poor when things like this happen 

    WelshPaul
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    • WelshPaul
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    • May 15, 2025
    Webstera1 wrote:

    I just think the service is poor when things like this happen 

    I agree! Hopefully those bad actors can’t do anything further to damage in the meantime. 

    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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      Webstera1
    Siân W
    iD Mobile Employee
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    • Siân W
    • iD Mobile Employee
    • 1376 replies
    • May 16, 2025

    Hi ​@Webstera1  I am so sorry this has happened to your husband, I understand this must be very concerning.

    Is he able to create a community account and post, then we can pop him a message and discuss this with him directly.

    Thanks.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    W
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    • Webstera1
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    • 2 replies
    • May 16, 2025
    Siân wrote:

    Hi ​@Webstera1  I am so sorry this has happened to your husband, I understand this must be very concerning.

    Is he able to create a community account and post, then we can pop him a message and discuss this with him directly.

    Thanks.

    Issue has now been resolved through the vulnerable customers helpline, although it doesn't open till 8.30 

    As some feedback I feel there should be an out of hours emergency contact number for issues such as this as the individual who took the number was being sent passcodes to gain entry to other accounts 

    Siân W
    iD Mobile Employee
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    • Siân W
    • iD Mobile Employee
    • 1376 replies
    • May 16, 2025

    I am glad to hear you got this sorted ​@Webstera1 

    I will certainly pass this on for you.

    If there is anything else we can help with, please do let us know.

    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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