Hi ​@beste 

Were you trying to change networks by submitting a PAC code given to you by the network you are leaving?

https://www.uswitch.com/mobiles/guides/porting-your-mobile-phone-number/


The information you received in the email sounds like you have or previously had a contract with iD Mobile and they are trying to verify you via information they had on you. If this is not the case then you need to contact the Live Chat.
You can also call the sales team on 02071391397 between 9am-6pm, Monday-Friday.


When you say ‘ I tried to solve this through live chat and I was directed to the community ‘  was this advice after connecting with the chatbot?

To talk to an actual adviser then type ‘talk to a person’ in the dialogue box and this will bypass the chatbot. Do not type any sort of question as this will get you trapped in the Chatbot roundabout.
Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

Good Luck x  

Hi! Thank you very much. This really helps. Yes, I tried to do the change using the PAC code and set the switch date. Nevertheless, after I give the order, I get an email within few hours that my order is unsuccessful.

I also had the impression from the email that the system assumes I had a previous contract with ID mobile but this is the first time I am using it. In the live chat, after few prompts, I was able to reach a real person from customer service. I told them I had this problem, copy-pasted this email and also gave the order reference number in case it helps. Unfortunately, they told me that they can not see the main problem through the system and gave me the link to the community.

Hi ​@beste sorry to hear you have had trouble processing your order. Please can you contact our iD Sales Team on 0207 1391 397 who will be able to assist you further with this and process it for you.

Thanks!