New phone registering SIM and cancelling old contract

  • 18 May 2020
  • 1 reply

I have just received my new phone. I have tried to register the new SIM on line. I have put all the correct numbers in, but after pressing the I am not a robot icon, I am receiving a message to say that my request to update a SIM cannot be processed  due to difficulties  with the system.

As the call centres are closed and contact us system is not up and running, I cannot get hold of anyone to cancel the contract on my old phone. So I am worried  that I am paying for the both contracts.  Both phones are with ID mobile. 

Any advice much appreciated 

1 reply

Userlevel 3
Badge +2

Hi @rachelh 

Welcome to the iD Community.

Please contact our Live Chat team who are able to assist with account related support.  

They’re available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday.

We are running a limited service via webchat so you may experience extended waiting times. We apologise for the inconvenience this may cause.

Unfortunately, we’re currently working on reduced staff due to COVID-19, and the team are extremely busy, so the Live Chat button may not always appear as ‘available’. If so, it may be a matter of waiting on the page, until the button appears blue, indicating that an agent is available.

No need to refresh the page, this will happen automatically.

Let us know how you get on.