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5503 Topics

P
Newbie
piotr1Newbie
asked in Ask a question.

Unstable Internet Connection (4G)

I recently switched to ID Mobile and the connection is very unstable. I use the data for everything this includes gaming, streaming videos, work etc and I never experienced such problems when I was with Vodafone.Every few minutes I would experience a spike in the download and/or upload latency and it’s every noticeable as when gaming I would randomly teleport while having normal ping. This also happens when just using google as the pages wouldn’t load. After a few seconds to minutes the latency would drop and everything works normally.The phone is connected to my PC using USB Tethering and is almost always on full bars of signal using 4G since 5G isn’t available in my area yet. Is there a way to fix this? Device: iPhone 14 Pro Download speed (Average): 58 Mbps Download Latency (Average): 200 Ms | (Lowest seen: 50 Ms) | (Highest seen: 1200 Ms) Upload speed (Average): 14 Mbps | (Lowest seen: 0.2 Mbps) | (Highest seen: 23 Mbps)Upload Latency (Average): 50 Ms | (Lowest seen: 45 Ms) | (High

5
Tom
iD Mobile Employee
1 year ago
Glen Schembri
Civilian
Glen SchembriCivilian
asked in Ask a question.

i want to speak to a advisor

I want to speak to a advisor

4
Tom
iD Mobile Employee
1 year ago
Gary Smith
Newbie
Gary SmithNewbie
asked in Ask a question.

Dodgy sim on new contract but they say its working and it isnt

sim not working so cant use app or get codes to log in .already spoke to chat which was a waste of me time but they gave me a ref code 321510393 and asked to wait 48 hours but nothing has happened and still no service and sim is in phone but does not register in phone .phone is good.tried all the usuall stuff and no its not working  

4
Gary Smith
Newbie
1 year ago
Nazzia Ali
Newbie
Nazzia AliNewbie
asked in Ask a question.

Not heard anything.

Hi there I placed an order for a new phone on the 05/10/22 I received confirmation and my money has been taken from my account. The email stated they would run a credit check and contact me within 24 hours but I’ve not heard anything.I’ve checked all my folders in my emails ive not received a response.

1
andewhite
Legend
1 year ago
G
Newbie
GFSNewbie
asked in Ask a question.

We've tried to process your STAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.

I’ve tried to enter my STAC and received the above error.  I have supplied all the necessary info.Can someone from IDMobile, please assist?

3
G
Newbie
1 year ago
Umi Sinha
Rookie
Umi SinhaRookie
asked in Ask a question.

Problems roaming outside UK in EU

I was in France for two weeks and was supposed to be able to use my data and minutes there but even with roaming switched on and connected to Orange Fr I could not make or receive phone calls or send or receive text messages. Whatsapp worked when on Wifi but I was completely unable to use my phone  functions and could not access any codes from banks, gmail etc sent for two factor authentication. Does anyone have an explanation or solution? Amazed to discover there is no phone number or chat function on ID - basically no customer support at all. I am going to Istanbul tomorrow and am worried about being unable both to access any codes, which will impact my ability to manage money, and communicate with the people I’m meeting there if I get into difficulties. I intend to change my mobile provider as soon as I return home.

19
Umi Sinha
Rookie
1 year ago
M
Newbie
McostasNewbie
asked in Ask a question.

fraudulent ID mobile account in my name & address

Today I came home to contracts for a phone and an ID mobile contract in my name & address. I did not set this up. Help ASAP would be much appreciated as I’m finding it extremely hard to talk to anyone thanks in advance 

4
M
Newbie
1 year ago
Jwagster
Newbie
JwagsterNewbie
asked in Ask a question.

Early Upgrade is on 12/10, offer ends 13/10, will I make it?

I would like to upgrade to the pixel 7 pro and claim the offer currently if I Pre order before the 13/10I know that we are able to upgrade 2 calendar months early. My contract is up on the 12/12If I check back on the 12/10 will I have enough time to pre order the pixel 7 pro and claim the offer? Hope this makes sense! Thank you 

1
Tom
iD Mobile Employee
1 year ago
I
Newbie
ItsmepaulNewbie
asked in Ask a question.

iPhone 13 Pro Max stock query

Hi could you tell me when the iPhone 13 pro max graphite colour 128gb will be back in stock as i placed an order last week and not heard anything since thanks. 

3
Tom
iD Mobile Employee
1 year ago
H
Civilian
HorslsCivilian
asked in Ask a question.

Missing Order of an iPhone 11 (Red)

I ordered and iPhone 11 Red over a month ago and was advised it would be arriving on 22nd September, it still hasn’t arrived, and I have had no communications from you since.  Impossible to get in contact with someone as I dont have a mobile number for the phone yet, hence joining you. Please could someone either assist by letting me know the arrival date, or how to cancel this contact. Thank You

5
andewhite
Legend
1 year ago
Rebecca Wills
Civilian
Rebecca WillsCivilian
asked in Ask a question.

Number not transferring

My number was meant to transfer on Friday 29th April. I am still unable to make calls or texts as neither number is connecting and your live chat team is absolutely useless. You’re quick to take the first payment out but have been utterly useless at sorting this problem!! I have been told tech support is dealing with it but heard nothing back and when talking to live chat again they have no idea what’s going on and can’t check previous chat history??  ID number 07361 211949 that won’t connect and neither will my old number that was transferred by BT. BT have told me the error is on your end. 

7
Tom
iD Mobile Employee
1 year ago
Yankeeron
Newbie
YankeeronNewbie
asked in Ask a question.

number not on network

Regularly when I dial a number I get the message this number is not on your network  this happens for all the numbers I try to dial I have to switch off my phone to rectify it. Why is this happening? How do I resolve it without turning my phone off?

3
Tom
iD Mobile Employee
1 year ago
Steve Marsh
Newbie
Steve MarshNewbie
asked in Ask a question.

Fraudulent account set up in my name.

Hello, as title Iv received a letter saying Iv set up a new account with yourselves which I haven’t. My name and address has been used to fraudulently set this up. Iv been in contact with Action Fraud and have a crime reference number. I briefly spoke to someone on live chat but I want to take this up in a more formal way due to the seriousness of the situation. Could you please get back to me as this needs shutting down straight away.  

5
Tom
iD Mobile Employee
1 year ago
Alexandra Salicath
Newbie
Alexandra SalicathNewbie
asked in Ask a question.

I have never received any codes/pins to get into account

My 3 children each have an ID phone no, but I never received any pins/codes to get started and when i try to get in using phone number/surname/dob, it says something is wrong. The system is not down, I have tried for several years!

7
andewhite
Legend
1 year ago
I
Newbie
InvisibleNewbie
asked in Ask a question.

I've made an order but received a voucher after, can I still apply the voucher?

I’ve ordered a handset upgrade but it isn’t available yet. Now I’ve been sent a voucher code for £30 off. Can I apply it to my order?

1
Tom
iD Mobile Employee
1 year ago
Kayleigh George
Newbie
Kayleigh GeorgeNewbie
asked in Ask a question.

Accidentally gave my number to a scammer

I accidentally gave a scammer my number thinking it was my director. I've since blocked the number but do I need to change my number or are any other details in danger because of this?

4
Tom
iD Mobile Employee
1 year ago
W
Civilian
WGMCivilian
asked in Ask a question.

Charged for contract upgrade but I didn't get the upgrade.

I tried to upgrade a while ago and thought it didn’t work as I didn’t get any confirmation email or anything.Now I’m being charged for both but only receiving the benefits of the old contract.

2
Tom
iD Mobile Employee
1 year ago
K
Newbie
k1sNewbie
asked in Ask a question.

 "Live chat" is a myth right?

I get no live chat button on https://www.idmobile.co.uk/live-chat  no matter what browser (Chrome, Edge, Safari), no matter what device (Android phones, desktop PCs, laptops), no matter if I’m logged in or not, no mater if I reset/clear cookies, etc. "Live chat" is a myth right? So, the only way to complain that IDMObile ‘upgraded’ (increased charge) of my first SIM to pay, when in fact I ordered a second SIM is to leave a message on that phone number or write by post?https://www.idmobile.co.uk/help-and-advice/complaints-procedure

15
Tom
iD Mobile Employee
1 year ago
N
Civilian
NanchildCivilian
asked in Ask a question.

Moved from iD Mobile to Sky to iD Mobile, can I keep my number and use my old account?

Hi, I’ve just been told by an advisor that this is not possible but just wanted to check… I recently switched from ID to SKY but now want to come back to ID mobile (wifi calling). i have already ordered a sim and have it here but when i see my online account it has my old number (the one i want to bring back) and says i have a limited view of the account for 6m.  Is there really no way to bring back the mobile number to ID mobile? Thanks!

5
N
Civilian
1 year ago
Claire Samson Smith
Newbie
Claire Samson SmithNewbie
asked in Ask a question.

Can't receive calls directly after a port and want to leave

I have just had my old number transferred over after leaving my old provider.  Had the confirmation that my number is now transferred and working but can’t receive calls from anyone, or send messages.

2
Tom
iD Mobile Employee
1 year ago
gaz gaz
Rookie
gaz gazRookie
asked in Ask a question.

RPI on 30 day sim only plans. Been misled?

Hi all, I'm a newbie here and I just purchased a £10 30 day rolling SIM. There was no mention of any RPI increase when added to basket or when I done the checkout. It was after when I looked at the contract that the plan would go up 78p from next April. I know it's not a lot but on the community it was said by some staff member that "there would be no price increase on 30 day, 12 and 24 months SIM only deals". I feel I have been misled by this and I'm wanting anyone's response what I should do next. Leave or stay with id mobile. I can't chat to them as I need some sort of pin which I haven't got. Any help is appreciated.👍RegardsGary 

11
andewhite
Legend
1 year ago
B
Newbie
bernie123456789Newbie
asked in Ask a question.

Can't reply to Barclays fraud short number 60183...nor can I

HiI am not being allowed to reply to the message from shortcode 60183, it returns a message “Not sent. Tap to try again”The 60183 shortcode is from the Barclays fraud department and requires a Y or N response to a bank transfer request. I checked your Shortcode checker ==> https://www.idmobile.co.uk/help-and-advice/call-charges and it returned a zero cost (£0.00)I have My extra usage charge set at £25.00 - which means that the problem cannot be due to cost. Initially, in My services option (website or app), I have Premium set to Off (I cannot make premium calls/texts/mms) and Adult Content Filtering is set to Off...and I get the error message “Not sent. Tap to try again” In My services, I now set Premium to On (I can now make premium calls/texts/mms)...try again and receive the same error message “Not sent. Tap to try again” In My services, Adult Content Filtering is now set to On ...try again and receive the same error message “Not sent. Tap to try again” This is an issue with ID M

11
Tom
iD Mobile Employee
1 year ago
J
Newbie
James CorriganNewbie
asked in Ask a question.

Poor Signal SK16 5 area

Hi, I keep having issues with having 1 bar or no signal in my local area the coverage map says its fine but i am not receiving calls or messages

8
Tom
iD Mobile Employee
1 year ago
Joe Barney
Newbie
Joe BarneyNewbie
asked in Ask a question.

refund process

Hello, I am due a refund as I have paid for 2 full months of service but haven't received 2 full months due to cancelling my contract. I have made the mistake of cancelling my direct debit, so how do I get my refund? 

2
Tom
iD Mobile Employee
1 year ago
R
Civilian
Ron BasnetCivilian
asked in Ask a question.

PAC CODE ISSUE

Hi, I am switching from giffgaff to ID and have filled out the PAC request section but I keep getting the same response with “We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.” Please could I get some assistance on this? Many thanks! :)

3
andewhite
Legend
1 year ago
Terms & Conditions
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