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How do I access the live chat?

billing

Owethu MAnswer

iD Mobile Employee

Hi @Freddy96,

You can access iD Mobile Live Chat by following these steps:

💬 Direct access:

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

📲 How to use it:

Open the link above
Scroll down the page
Click “Chat now” (you may need to accept cookies if prompted)
Enter your details and start the chat
You’ll then be connected to an advisor

⏱️ Availability:

Live Chat is usually available during published customer service hours, and if it’s outside those times, the chat button may appear as “offline” until agents are available.

If you’re having trouble loading it, try:

Incognito/private browser window
Switching browser (Chrome/Edge recommended)
Turning off VPN/ad blockers

If you want, I can also help you with what to say when you get through so it gets resolved faster 👍

Owethu

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R

RAM358

New Contributor

i bought an e sim but it does not work with my mobile phone - the phone is too old.

I went to currys today to collect the physical sim and they have given me a blank sim and the sim number but i do not know the telephone number that accompanies the sim card. i need someone to activate the physical sim with the sim number. can you help please?

Gemma M

iD Mobile Employee

Hi @RAM358,

I am so sorry to hear of the trouble that you are facing.

As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat.

Once connected, simply explain your request and an advisor will assist you further.

Thank you for your understanding.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

S

stellaakuamoah

New Contributor

I have been charged £15 more for my monthly charges

Gemma M

iD Mobile Employee

Hi @stellaakuamoah,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Thanks,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

C

Chilvers

New Contributor

I need to speak to someone on phone i do not understand i need to send my pac number over to you

A

artiparikh

New Contributor

My sim ard is not working

Gemma M

iD Mobile Employee

Hi @artiparikh,

I'm sorry to hear that your SIM card isn't working.

Could you let us know a little more about the issue?

For example:

Are you unable to make or receive calls?
Are texts affected?
Is mobile data not working?
Is the phone showing No Service, Emergency Calls Only, or SIM Not Detected?
Have you recently changed phones or received a replacement SIM?
What make and model of phone are you using?

In the meantime, please try:

Restarting your phone.
Turning Airplane Mode on for 30 seconds and then back off.
Removing and reinserting the SIM card (if it's a physical SIM).
Trying the SIM in another phone, if possible.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

C

Chilvers

New Contributor

I having got my sim yet

Gemma M

iD Mobile Employee

Hi @Chilvers,

I'm sorry to hear that your SIM card hasn't arrived and that your service has been disconnected.

As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat.

Once connected, simply explain your request and an advisor will assist you further.

Thank you for your understanding.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

K

Kylie1988

New Contributor

I can't pay my bill this time but will pay it 21st I need my phone services

Gemma M

iD Mobile Employee

Hi @Kylie1988,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Thanks,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

Joyce Konamah Ntakor

New Contributor

Hello

I ordered for fon it came and i called for insurance,the lady i spoke with said i have to return the fon before an insured one can be sent to me,i did and till date no fon has been sent to me

Gemma M

iD Mobile Employee

Hi @Joyce Konamah Ntakor,

I’m sorry to hear that you returned the phone and are still waiting for a replacement.

iD Mobile does not provide handset insurance directly, so if the return was arranged as part of an insurance policy, you’ll need to contact the insurance provider you originally spoke with. They’ll be responsible for checking the returned handset and providing an update on any replacement.

Unfortunately, we wouldn’t be able to investigate or arrange the replacement handset from our end.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

Joyce Konamah Ntakor

New Contributor

So what do i do,i need advice because they have taken the fon from me and they said they were going to send me an insured fon,its been over a week and nothing heard from them,i call them and they keep toasing me

J

Joyce Konamah Ntakor

New Contributor

And it wasnt an insurance company that took the fon from me,the people i called said they were working from id mobile network

M

Marquerita T

iD Mobile Employee

Hi @Joyce Konamah Ntakor.

Thank you for sharing this, and I am very sorry to hear what has happened.

iD Mobile does not offer insurance, so I am afraid the person you spoke to was not from iD Mobile. We are concerned by what you have described and would like our team to look into it as a priority.

Please contact us directly via Live Chat at https://www.idmobile.co.uk/live-chat so that we can review your order and the return. As the insurance was not arranged through iD Mobile, please also contact the insurance provider directly to dispute this, using contact details from their official website or paperwork.

Thanks,

Marquerita

The iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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