Hi ​@TomTomGBR,

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,
Tashnieka

Hi Tashnieka,

Same message as I sent you privately, but sharing here to as I think people will be able to relate. 

There's no issue, but a gap in the process - or an improvement that could be made:

I bought two sims at the same time, same plan. So identical. The only difference is on each Sim in my basket I added the pac code for each phone. 

​When they arrived I had no way of knowing which Sim (or which temporary number) related to the provided pac codes. 

As the switch takes place over a day, and my wife and I work in separate locations - we don't know who should take which Sim.

Additionally one Sim had not yet arrived before the pac switch (still hasn't), so it meant it's deciding who would take the new Sim. 

I don't mind the disruption, the pac code process isn't a ID Mobile system. 

I do however think there is an easy win for you in improving the customer experience. When sending out the physical Sim, you could either:

- include the pac code written down in the package the sim arrives in

- make it clear that temporary number xyz relates to / will become personal number abc during the PAC process. 

Best regards, 

Tom

Hi ​@TomTomGBR,

Thank you for your feedback, please do accept my apologies for the inconvenience caused in relation to the above sim number location issue, please confirm if you have managed to locate the requested information when in the private chat?

Thanks,
Hosai

Hi Hosai, 

The suggestion from the private chat that this will be considered by the relevant team in a future update is much appreciated.

Separately I was able to identify which is which through trial and error.

Best regards, 

Tom

Hi ​@TomTomGBR,

Thanks for your update. I’m glad to hear you were able to identify this in the end, even if it took a bit of trial and error.

I appreciate your understanding regarding the feature request, and I’ll be sure your feedback is noted as it helps shape future improvements.

If there’s anything else I can assist you with, please don’t hesitate to get in touch.

Thanks, 

Tashnieka

This looks like a similar situation to me.

I ordered eSIMs for both me & my son at the same time to switch from GiffGaff to ID mobile from the Carphone warehouse. Both have PAC codes applied & the switch is due 1st September 2026.

Both eSIMs arrived by email with no distinction between the 2 & they are a 1 time only use, so getting it wrong would mean he would have my number & I would have his!

I have just been to the Carphone Warehouse & were told that eSIMs are unreliable & complicated for an iPhone 14 Pro Max & iPhone XS Max. She gave me 2 physical sims & said if customer service is unable to assist with the eSIMs that these could be used.

I work in IT & thought this would be a simple process. It’s not.

We fly to Denmark tomorrow for a week & would like, if possible to set up some form of SIM set up for each phone before we lose our old contract at the switch over date!

Hi ​@MAFFA.

Thank you for your post. That's a stressful position to be in, especially with the trip tomorrow and the switchover date so close, completely understand the worry about the numbers getting swapped between you and your son.

The good news is our team can identify which eSIM belongs to which account and generate fresh ones if needed, so you don't end up guessing or risking a mix-up. Could you contact us directly via Live Chat: https://www.idmobile.co.uk/live-chat.

Thanks,

Marquerita

The iD Mobile Team

Thank you. I’ve already left for my trip, but I decided to get physical sims & speak to customer support to get them aligned with the new numbers. Easiest way & switched over today with no issues. Just need to get the app working as that doesn’t recognise the phone numbers unfortunately so I can’t register each one