Disaster's New SIM-Only Contract

5 replies
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I would like to provide clarification regarding the situation I have encountered. My 72-year-old brother-in-law, (Emil Popescu), has recently returned from the United States, where he resided for a brief period.

He will in future be residing with us, to ensure effective communication, he will also require a UK phone service.

He occasionally faces challenges while working with or using computers. Therefore, I concluded that the most effective solution would be for me to establish a SIM-only service contract in his name for him..

However, I was not aware that I needed to apply for an additional contract through my ID Mobile account. Instead, I utilized the ID Mobile website to establish a new SIM-only service contract, to provide him not only with a SIM card but also with a new phone number.

While completing the application form, a phone number was required. Since my brother-in-law did not have a UK mobile service, he was unable to provide a mobile number. Assuming it was solely for contact purposes, I submitted my own mobile number 077*****.

It has now been approximately 18 days since the establishment of the new SIM-only contract, and we have yet to receive the new SIM card in my brother-in-law's name. It appears that the new SIM-only contract may have inadvertently become entangled to my ID Mobile account due to me stupidly inputting my mobile number. This issue may have arisen due to us both have exact copies of the same contract.

We have both attempted to contact the ID Mobile customer services on several occasions to inquire about the status of the new SIM card. Unfortunately, we have received little to no resolution or guidance on how to address this issue.

If no resolution can be found to this issue, can I inquire about the process for canceling the new contract I opened in my brother-in-laws name (Emil Popescu), Could you please provide me with the necessary steps and any relevant information I should be aware of?

Gemma M

iD Mobile Employee

Hi @emilpopescu54,

Thanks for clarifying the situation.

If you’re looking to take out an additional SIM-only plan in your own name, with the new mobile number and SIM being for your brother-in-law to use, this may be possible. You would remain the account holder and be responsible for the contract, while your brother-in-law would use the new number and SIM.

As you’ve already placed an order and the SIM hasn’t arrived, we’d recommend contacting our Sales Team via Live Chat. They can check the existing order to see what has happened and advise you on the next steps.

Alternatively, if a new order needs to be placed, the Sales Team can guide you through placing an additional SIM-only order correctly under your name for your brother-in-law to use.

https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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E

emilpopescu54Author

New Contributor

Thank you for your assistance. However, I would like to clarify that we are not requesting a new SIM for my account for my brother-in-law; rather, we need a new SIM contract in his own name. Additionally, he has not received the physical SIM card for his phone after 19 days. Unfortunately, the support team has been unable or unwilling to assist, and even the automated system cannot locate his new contract. Interestingly, he did receive an email summarizing his contract details, but without a contract number, so theiy can not find him.

M

Marquerita T

iD Mobile Employee

Hi @emilpopescu54.

Thank you for clarifying. I am sorry to hear your brother-in-law still hasn't received his SIM after 19 days.

As we can only access and assist account holders, he'll need to contact us directly so we can look into his contract.

Could you also check whether the contract summary email includes a new mobile number? If it does, please let us know, as that will help our team locate his contract.

Regarding the account, we can arrange a replacement SIM for him, or he can pick one up from his nearest Currys store.

Thanks,

Marquerita

The iD Mobile Team

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E

emilpopescu54Author

New Contributor

Thank you for your patience, and I apologize for the delay. The issue has been resolved. I appreciate your interest in this matter once again.

Best regards

Andre