Hey there ​@Elseybee, have you tried restarting your phone and resetting your network settings?

Thanks,

Tyler

Hi, yes tried everything. Finally I managed to get through to chat using my daughter's number and after a lot of troubleshooting it turns out my phone is not compatible which is very disappointing and a total waste of time and money. I bought it for my elderly dad and now I have to find another sim for him and throw this in the bin. Two things ID mobile could look at please - firstly it should be possible to get some assistance without insisting on having an ID mobile number and secondly at time of purchase it should be made clear that the sim is not compatible with all phones and a clear link to a list of compatible phones provided. I would never have dreamed this would be the problem. Thanks, Laura 

Hey there ​@Elseybee, sorry to hear that and thank you for your feedback.

To answer your questions:

1. The iD number is needed for security purposes. This is to protect our customers data, and the iD number is sent to all our customers when they join.
2. We do have a clear list of devices supported, please see here: 

Thanks,

Tyler

Hi Tyler,

I wasn't sent any mobile number for that phone. I only finally found it out during the chat - had to use my daughter's number as I said. I went through all my emails with a fine tooth comb and it definitely wasn't sent to me. You don't need this for security, you could ask for other info e.g. order number. It is extremely frustrating - and should be looked at. I'm sure I'm not the only person who has had this problem.

The list of compatible phones is available and was sent to me during the chat but my point is that it is not mentioned at the time of purpose. It is not something that would occur to most people unless they've had a previous experience of this. The info and the link should be there when you buy the sim. Just a link and something like - please check your phone is compatible before purchasing.

To be honest the system for buying a PAYG sim is not clear at all either - looks like you need to sign up to a plan - that needs looking at too. 

Regards,

Laura

Hey there ​@Elseybee, sorry to hear that you didn’t receive the number. Just for clarification, did you order directly via iD Mobile, or via Carphone Warehouse, Mobiles.co.uk, E2Save or Currys for example?

In terms of the compatible phone’s list, I appreciate your frustrations, however, this is something we have online that can be viewed at any point, and we do offer returns period if the customer is unhappy with our service, or had an unsupported device for example. However, I appreciate your feedback and will raise it internally for you.

Thank you for all your feedback.

Kind regards,

Tyler