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New phone not on the approved list, even thought purchased through the site


iPhone 16 pro ordered via ID mobile, received phone and sim however sim does not work in the phone. 
Upon going through the chat system I found out that the phone I purchased through ID mobile isn’t compatible with the sim. 
 

I don’t want to pay for a product that I am unable to use, so where do I go from here? 

4 replies

  • Author
  • New
 Contributor
  • 2 replies
  • October 5, 2024

Is there anyone available to answer this, or do I pay for a contract I am unable to use? 


  • 0 replies
  • October 5, 2024

If you don’t like device and unable to use.

You have as well 14 days of cooling period in 14 days

You can return the device.


  • Author
  • New
 Contributor
  • 2 replies
  • October 5, 2024

That’s not really a helpful answer is it? 
can you not respond to my original question, or if not provide me the details to return the device? 


Lauren
iD Mobile Employee
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  • iD Mobile Employee
  • 479 replies
  • October 8, 2024

Hi @mattyolsen22, the SIM card will be compatible with the phone. It sounds like you may have a faulty SIM card and will need a replacement.

You can collect one free of charge at any local Currys store. Alternatively, you can contact the live chat team to send one through the post, or provide the options for a return if you’d prefer to go down that route.

If you’ve purchased via iD directly your cooling off period is 30-days. If you’ve purchased via another retailer it’s 14-days.

Live Chat Support | iD Mobile Network

-Lauren


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