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I entered my SIM pin number wrong three times, and my sim is blocked. Tried to get onto the live chat, but the website had been updated, and it said to make a new account. Did that, and they sent a code to my phone, which I can’t unlock, so I can’t get on the website. Tried calling and just get automated options and go around in circles. Tried Twitter/X and they’re closed and saying contact the web site! I’m going crazy! My phone is so important to me (as everyone’s is) but I’m vulnerable and I feel unsafe without it. I’ve take out the sim so at least I can use my apps with wi-fi. HELP!

Unlimited data contract but app just states "unlimited data" (which I already know) ! How can I find out exactly how much data I've used in the month??

How can I file a formal complaint and request recompense/exit from my contract on basis of inappropriate service suspension. Apparently my DD did not work on the 28th of last month and on the 1st of the following month my service was suspended!!!!! No contact or warning from ID mobile that there was a problem. I only discovered I was cut off when I tried to call for medical help as I was not well!!!!! This is beyond unacceptable. I remain very distressed To add insult to injury I received an email in the evening of being suspended advising me of an issue with DD and warning of the suspension . . . . a bit late wouldn’t you say to put it politely. Well done IDmobile for being the worst service provider I have ever encountered in 40 years. Could have done without reading the appauling way you have treated others who have had problems with your service but if you want this way of communicating then I guess you want it to be public.

I have been given a new number on changing to ID mobile, I wanted to keep my old number . What can I do.

My husband, wanted to keeps his number, at 31.08 but not Successful! Thanks

My Son’s data which I’m under the assumption I’m paying for a plan which includes unlimited data has run out. Please advise?

Hi I can't find my transaction number anywhere? Thanks

iPhone 12 I have a message which says “network provider voicemail” with a call button next to it. How do I get rid of it. I have pressed the button a got through to voicemail and expected the message to disappear but it hasn’t. Should it? Many thanks

I ported my number across from o2 to idmobile in Feb 2024 and as it's my spare sim didn't really check at the time that everything was fine. Recently needed to receive calls and messages on my number and realized that I wasn't getting incoming calls or messages. Making calls and sending messages however works just fine. Ive been on live chat with 3 agents this week and everything has been checked on the phone to be setup correctly. Even checked the sim on multiple phones and the issue still persists. They even sorted a replacement sim out which ive now checked and i still have the problem. There have been couple of tech tickets raised as well and yet the issue has not been fixed. Can I request the tech teams to urgently sort this issue out asap as I will be left with no option but to have to cancel my plan and move elsewhere if this issue cant be resolved this week. At the outset this feels likes a routing issue for my ported in number but ill leave it to the experts at idmobile to diagnose and remediate. Many thanks in advance

I have lost the sim number as I was all set up before I realised I needed the card it came in - its not on the sim itself and I can’t send any texts

I need a proof of usage for my insurance claim. I spoke with a live agent who said this will be on the proof of purchase document. I have received the proof of purchase document but there is no proof of usage on there. Can somebody send me proof of usage please. Been trying for 2 hours to get through on live chat but theres no agents available. Thanks

Because we rely on our phones so much, losing yours or having it stolen can feel like a mini-crisis. Suddenly, your connection to the world, your photos, messages and even financial information are all at risk. While it’s very easy to be hard on yourself when it happens, the truth is that it most of us have lost our phones at some point. According to Uswitch, more than half the UK population have had their phone lost or stolen at one time or another. And because it’s so common, it means that industry giants like Android and iPhone are here to help. Whatever type of phone you have. We’ll break down the steps of what to do if it happens. Then we’ll let you know what you can do to protect yourself in the future. Stay calm and assess the situation First things first, take a deep breath. Panicking won't help. Try to remember where you last had your phone or when you last used it. Did you leave it at a restaurant, in a taxi or was it taken from your bag? It’s easy to think the worst when all along it might be down the back of a sofa! Use built-in tracking features to find it Both iPhones and Android devices come with built-in features that can help you locate your phone if it's lost or stolen… iPhone For iPhone users, you can use the "Find My" app or log in to iCloud.com. From there, you can locate your device on a map, play a sound to help you find it if it's nearby, put it in Lost Mode to lock it and track its location, or remotely erase all your personal data if recovery seems unlikely. Android Android users can use the Find My Device feature, which is typically linked to your Google account. Just visit android.com/find on any browser, log in with your Google credentials and you can locate your device, ring it, lock it or even erase its data remotely. NB: Only wipe your phone remotely as a final step. This will erase all data and return it to its factory settings. While this is a last resort, it can provide peace of mind knowing that your personal information is safe. Let us know asap If you're unable to find your phone using tracking features, it's time to get in touch with us. That way, we can block your SIM card and stop anyone else from using it. You can either do this in online in My Account, on the iD app or over the phone. All the details are on our Lost and stolen advice page. Report the loss or theft to authorities If you believe your phone has been stolen, it's essential to report the incident to the police. They may not always be able to recover your device, but having a record of the theft can be helpful for insurance claims or legal proceedings. Change your passwords Your phone likely contains a wealth of personal information, from emails to social media accounts to banking apps. To stop unauthorised access to these accounts, change your passwords immediately. This step is crucial for protecting your privacy and financial security. Inform your contacts Let your friends, family, and colleagues know that your phone is lost or stolen. This is especially important if you suspect someone may try to use your phone to impersonate you or scam your contacts. Check for insurance coverage If you have insurance on your phone, now is the time to check your policy and see if it covers lost or stolen devices. Many policies do, but there may be specific steps you need to follow to file a claim. Future safety tips Losing your phone can be the worst, but there are things you can do now to make it less painful and make finding it easier… Back up your phone – contacts, images, apps, info etc can be backed up to the Cloud. That way you can replace your phone without losing anything. Individual apps like Whatsapp offer back ups too. So, no more “New phone, who dis?” Enable passcode or biometric authentication – this makes it much harder to get into your device and will keep it safe. For iPhone users, enable Stolen Device Protection in settings. There’s also a feature called Security Delay, which beefs up your phone’s security when your phone appears in an unfamiliar location. Add a third-party GPS tracker – while Android and iPhone already have this function built in, you’ll need another device just to find your phone. Not always convenient when you’re out and about. If you attach a Tile to your keys (for example), your phone will make a loud noise with the press of a button. This can be a gamechanger when you’ve only just realised you don’t have it. Chances are that it’s nearby. Losing your phone or having it stolen is never pleasant, but by staying calm and taking proactive steps, you can stop it from ruining your day and hopefully recover your device. Remember, while your phone may be replaceable, your personal information and peace of mind are priceless. Have you had your phone lost or stolen before? What did you do about it and what tips do you have for the rest of the Community? Share your advice below…

Hi, DPD only attempted to deliver my phone once and have now sent the phone back to currys

A fraudulent account was taken in my name in 2021. I found out about this in February of this year as a debt collection agency wrote to me at that former address, where my ex-wife still lives. I reported this as fraud to that agency, having made several action fraud reports at the same time. About 5 different phone companies were targetted with my details at that time. Skip forward to July 2024. I need to remortgage to settle a divorce. My final financial order was authorised on 19th July, giving me 56 days to take ownership of my property and settle payment my exwife. Its then that I find the ID mobile account showing as bad credit, preventing me from remortgaging. I reported this immediately to ID mobile who said it was already flagged as fraud and they knew. Would be removed from credit file within 24-48 hours. I got back on webchat a week later as it was still showing. No progress. I am then told they’re waiting for a crime number which hasnt been asked for. I rang the customer complaint line who actually started the fraud investigation off. Told me to ring in 24 hours to confirm it was completed. I ring back today (2 days later) having tried webchat yesterday and got no wehere. I’m now told the timecsale to investigate is 30-45 days. No one can get me in touch with the fraud team to recognise the seriousness of my situation, and noone on the frontline of customer support or complaints can get this. I will be in contempt of court on Friday 13th September if ID mobiles current timescale to investigate plays out to 45 days as this is the 19thy of September. Best case scenario at 30 days to investigate takes this to 4th September. At which point I need to apply and secure a mortgage, transfer property ownership, arrange to move house and settle a divorce in less than 9 days. So who helps me?

I’ve been a customer for several years. March 2024 my number was cloned with ID sending a PAC code to change supplier, not requested by me and transfer done before I could stop it. Reported via live chat and passed to fraud department. Fraudsters accessed my bank and credit card accounts and attempted over £5k of fraud by bank transfers to overseas accounts. Two weeks later a letter from ID saying I’d taken another account out a new number and money to go out of my bank on a certain date. Set up by fraudsters, no SIM card received at my address. ID contacted live chat, account closed and reported to fraud department by the operative. Bank informed by me to not make a payment to ID. Next thing I receive is a letter from ID for the payment and if not made would be passed to debt collector. Customer complaint contacted assured they would contact relevant person and not to worry. Two weeks later letter from debt collector requesting payment. Contacted them, they should never have been involved as a fraud under investigation was taking place. numerous complaints in with ID and Curry’s who own them. Told I will be contacted within 48 hours every time and you guessed it nothing. Was told fraud team will update me in 30 days we are now 5 months down the line and not had any contact whatsoever. worse thing they’ve registered 4 missed payments which has affected my credit score and stopped me from getting credit on an item which won’t be delivered under November. Missed payments are in relation to the fraudulent account taken out. Something is really suspicious with how ID investigate as no one can say or prepared to say where the fraud account SIM was sent as I hadn’t received it. letters of complaint will be sent to both customer complaint departments today, failing a suitable response it’s off to the Ombudsman. Anyone else had issues with ID over lack of communication and incompetence.

How do I change the sequence of plans in the app and website? The top plan is the active one by default but this is my spare phone. I want my main phone to be the top one and therefore the default active. I have tried deleting and re-adding the top plan in the hope that it would reappear at the bottom but to no avail.

Hello I’m unable to manage my ID Mobile account via the web site or the Android app. I’ve ceated a login and thats sucessful. But when I try to add my mobile number/Last Name and DoB and I get the message “Sorry, your details do not match our records”. THe mobile number and last name are corret. Ive tried all possible combination of my Date Of Birthe but none of them work and I cant find anyone to talk to about it…. I need to manage my account and top up my mobile date but I cannot login to do so. Can someone help or give me some info on how I reach out to customer service? Thanks

Hi - Live chat is not working for me. I want to order a replacement sim card as my phone was stolen. I currently have a contract and direct debit set up, I want to keep the same number. Please advise.

When my internet goes down I should get instant switching to 4 or 5G. I have unlimited plan but get terrible phone and data coverage. I had a cheap £10 per month before joining ID Mobile and the coverage was sooo much better everywhere I went. Why is it so bad? I have a very fast phone with 12gb ram so it is definitely not my phone. Also how do I connect to a human chatline to complain?

I am a new customer so have been keeping an eye on my data usage to make sure i am on the right plan. With 3 days to go to it resetting, last night i had 23 gig left out of 36. I got up this morning and there is only 3.8 left. Yet my phone settings say i have only used 12.7gig in the period. I reset this when i joined. Where has my data gone. Was really pleased with your sevice up to this point.

One of the best things about smartphones is that manufacturers are always making them better with frequent software updates. These keep your mobile running smoothly by fixing bugs, improving features, and defending it against any nasty new viruses. In this article, we'll explain all the reasons why you should keep your phone updated. Plus, we'll show you how to check for updates on your iPhone, Android, or Samsung phone. Benefits of updating your phone. Updating your phone can feel like a bit of a chore and it's easy to keep putting it off. But there are many reasons why you should probably install that new update sooner rather than later: Better performance: Updates are usually rolled out to make your phone faster, so it feels smoother to use with less waiting around for apps to load. Stronger security: Hackers keep trying to find new ways to steal our data, but phone brands are fighting back. That's why mobile updates almost always include new security patches. Bug fixes: Some small issues can crop up on your phone over time. But smaller updates can be installed to fix any bugs and make your phone more stable. New features: Updates aren't just about boosting security and performance. They can include cool new features like AI assistants, extra emojis, shortcuts, and loads more to make your life easier. App compatibility: Some apps won't work unless your phone's running on the latest software. Keeping your phone up to date will let you keep using them. Longer battery life: Updates can sometimes include optimisations for your phone's battery, making sure it manages power a bit better and lasts longer. How to check if your phone is up to date. Most phones will give you a heads up when a software update is available, either with a home screen notification or on-screen prompts. If you've missed them or your mobile's been offline, here's how to check for the latest updates on iPhone, Android, and Samsung phones. iPhone: Open the Settings app. Scroll down and tap on 'General'. Select 'Software Update' near the top, then your phone will search for new updates. If an update is available, download and install it. Android: Load up the Settings app. Select 'System' from the list. Tap on 'Software update' and you'll see your phone's update status. Follow the steps on your screen to download new updates. Samsung: Swipe down from the top of your screen with two fingers and tap on Settings (gear icon). Scroll to the bottom and select 'Software update' (it might be 'System updates' depending on your phone model). Tap on 'Check for software/system updates' or 'Download and install' if you see the update already available on your screen. Check out this helpful article from Which , to see if the phone you own is still supported, or how long you can expect support for with a phone you're looking to buy. Tip: If an update is available and you want to install it right away, make sure your phone is connected to its charger first. Updates can take a while to install and sap lots of battery. You'll also want to check your device is connected to Wi-Fi and not using data to install any hefty updates. What happens if I don't update my phone? Not updating your phone can lead to a few issues. The biggest problem is that it'll be leave your device more vulnerable to security threats, meaning your personal data will be less safe. Your phone will also slow down as updates are introduced to keep it performing well. Think of it like a car that hasn't been serviced for a few years! And one of the most frustrating things you'll find is that certain apps and services will no longer work as they require newer versions of the operating system. Even more reason to update your phone on the reg, so it remains secure, compatible, and functional. What's the coolest feature your phone ever got in an update? Let us know in the comments below.

At iD Mobile, we understand that life can be unpredictable, and you might have to tweak your finances to stay on top of things. We're here to support you through it and help you manage your mobile expenses effectively. So, here are some friendly tips and tricks to save some money and stay in control of your mobile costs. Bill Capping. Bill Capping is a money-saving feature available on all iD Mobile plans. You can set or adjust your Bill Cap anytime in the iD Mobile app. For more information on how to set or adjust your Bill Cap, check out our bill capping page here . Data Rollover. Provided as a free feature on all iD plans, you can use data rollover to carry over any unused monthly data to the next month, giving you a second chance to use it. Find out how to take advantage of data rollover here . Direct Debit. Setting up a Direct Debit means your payment will be taken automatically from your account. You can change your Direct Debit payment to a day of the month that works for you. Here’s everything you need to know about setting up a Direct Debit. Want to know how to change your Direct Debit date? Click here . Choosing the right plan. t’s good to make sure you’re on the best plan for you. If you usually go over your limits, then you might want to consider a plan change or an upgrade. Alternatively, if you’re not using all your allowances, a lower-tier plan might save you money. Changing your plan allows you to make sure your plan is tailored to your needs. Find out if you’re eligible to upgrade or change you plan . Remember: You can upgrade from a phone deal to a SIM Only plan, which are often cheaper as they come without a phone. Check out our SIM Only deals . Connect to WiFi. To save mobile data, use Wi-Fi whenever possible. This is particularly important for data-heavy activities, such as streaming and downloading. Add-ons. Buying an add-on works out cheaper than racking up those dreaded out-of-plan charges. They can be purchased at any time in the iD Mobile app. Find out more about add-ons here . Review your bills. Check your bills regularly to get an idea of your spending patterns. If you notice any discrepancies or unexpected charges, let us know and we can help explain them to you, or check they’re correct. You can view your current and previous bills anytime in the iD Mobile app or My Account Online . Download the iD Mobile app from Google Play or Apple App Store . Roaming. All iD Mobile plans include roaming in 50 destinations across the EU, EEA, and beyond, allowing you to use your UK monthly allowances of minutes, text and data, up to 30GB at no extra cost. Please note: Our fair usage policy protects the great value we offer whilst allowing you to enjoy our Roam Free feature. This lets you use your standard monthly allowances (up to 30GB) at no extra cost, across our free Roaming destinations. Find out how much data you can use while roaming here . Want to know more about roaming charges and how roaming works? Check out our handy article here . Trade-in. Got an old phone sitting around in a drawer or cupboard? Or maybe you’re looking for a way to save money on your next order? Trade in your old phones to put the money toward your new one, or simply keep the cash! Find out more about how you can trade-in your old phone here . Refurbished Phones. Need a new phone but want to save money? All our pre-owned refurbished phones have been professionally tested, checked, and refreshed to ensure they are in full working order. Find out more and check out our range of refurbished phones here . Financial vulnerabilities. We understand that circumstances can change and, as a result, you may experience financial hardship. We can offer support and guidance during these tough times. For more details, please contact us . We also encourage you to seek impartial and free advice through specialist national and local organisations such as: Citizens Advice Step Change The Money Advice Services National Debtline Help for Households Money Helper Advice Northern Ireland Helpwr Arian Wales PayPlan Scotland There are a number of free debt advice services available both locally and nationwide, online over the phone or face to face. To find the one best suited your needs please visit www.moneyhelper.org.uk for more details. Accessibility. At iD Mobile, we use services that are designed to make communication easier for our vulnerable customers with communication difficulties (such as difficulty hearing, difficulty speaking or a visual impairment), poor mental health, physical disability, a learning disability, low literacy, or anyone unable to take care of themselves. We also understand that someone who has experienced recent bereavement, loss of income, accident or injury can be temporarily vulnerable. You can view our Accessibility Page and our Vulnerable Customer Policy for further support.

Roaming turned on in app, mobile data on. But greyed out on Samsung phone. Can't use in Germany. Help!!

Hello, I am travelling to Dubai in a week and just wondered if I can use my phone whilst I’m there without getting stung with any charges. I have looked on the FAQ page but can’t see Dubai Included on the countries that are included. Can someone please advise? It will mainly be being used for going on the internet but also making calls and going on WhatsApp, Snapchat etc Thankyou !

How do I know how much data I have left in EU? I know how much entitled but can’t find in app?