Hi ​@Dune Nut.

Thank you for your post. I'm sorry to hear about your mother's phone, and for the difficulty this has caused in getting a replacement SIM sorted for her.

I understand the security questions were answered correctly, however for a replacement SIM we do need to complete an additional verification step, which involves a photo of the account holder holding their ID, passport, or driving license.

This is a required security measure to protect the account, so unfortunately, it isn't something we're able to bypass even when the other security questions have been passed.

If this isn't something your mother is able to do, an alternative would be to visit her nearest Currys store, where they may be able to assist with a replacement SIM in person instead.

Thanks,

Marquerita

The iD Mobile Team

Hi, 

Thank you for your reply, and whilst I do understand about security especially online, I find that this particular issue is taking that too far. 

My Mother told me that she had lost her phone and she was worried that it might be used by someone who found it. So I did the correct stuff and used the automated phone line to report her phone and SIM missing. IDM cancelled the SIM card and blacklisted her phone very quickly AND without all the security. I could cancel random IDM numbers really easily. 

So now she needs a new SIM. Past the security questions and then she needs to photo her driving licence and take a selfie, meanwhile IDM will send her a text to confirm it’s really her. 

Send a text? To what phone? The Blacklisted lost one with a cancelled SIM? 

I am not able to get to her, I live in a different country. My mother will find it extremely difficult to get to a Curry’s. 

The logic here does not match. Cancelled her SIM and Blacklisted her phone in seconds without security. But now she needs to pass stupid amounts of “security” to get a SIM mailed to the address on her account. 

I’ll have more chance of her riding on a dolphin’s back in the winter at Rhyl. 

Oh, I can get a new contract SIM posted to myself with little fuss.

I realise that IDM will not move on this, but somebody should really take note on issues such as these and find solutions for them. 

I know I’m going on, but in recent years my daughter had heart surgery and as a consequence we need to know where AED’s are. Go figure, many are locked, many have defunct batteries and wouldn’t jump start a mouse. I have recently had surgey and complications left me with a disability. Up until that point I never noticed how bad some places can be towards people who can’t do what you can do. My Point? Until someone stands up and says “It ain’t right”, nothing changes. 

Sorry to spout off, but things need sorting at IDM for those with limited ability and cannot do what is wanted. 

Quite happy to help on a review team if needed. 

Thanks

Hi ​@Dune Nut.

Thank you for explaining this further, and I'm sorry for the frustration and difficulty this has caused, especially given the circumstances with your mother.

I do hear what you're saying, and I'm sorry that the process feels inconsistent given how quickly the original SIM was blocked. However, the verification step for a replacement SIM (photo ID alongside a selfie) is our standard security measure to protect the account and confirm it's genuinely the account holder requesting the replacement, so this isn't something we're able to change on this occasion.

I appreciate you taking the time to raise this, and I'll make sure your feedback about accessibility is passed on, as it's an important point.

Thanks,

Marquerita

The iD Mobile Team