Hey there ​@Batmom, sorry to hear that. Firstly, we don’t have a customer service phone-line or email address I’m afraid, however, we’re contactable here, via our socials on Facebook and Twitter/X, and via our live-chat.

In terms of the live-chat, you’ll need to type “Speak to an agent”, to speak to us. The live-chat bot is just there at the start of the conversation to see if it can help with a query before you move onto an agent.

In terms of the switch, have you restarted the phone with the iD Mobile SIM card inside?

Furthermore, is the contract in your name or your Mum’s please?

Thanks,

Tyler

I did try the live chat with my mum but the security form to get to the agent would not work, we filled in the details and it just sat there and didn’t process 

Sim is in the phone and I have restarted it numerous times, it is her name on the account but I referred her, I help her out with online things because she isn’t comfortable with the internet

Hi there ​@Batmom, sorry to hear that. Have you tried the live-chat via different browser or device?

No problem. In order to investigate the account, we’d need to speak to the account holder directly, either via our live-chat or via PM’s here, or on social media.

I’d recommend retrying the live-chat on another device/browser, or try clearing cache/cookies for our website and see if this helps, and if not, please ask your Mum to contact us directly via her own Community or own social media account on Facebook/Twitter (X) so we can assist here further. By all means, you can of course support her in messaging, but it needs to be via the account holders account for security purposes.

Thanks,

Tyler

​@Tyler C i understand that position but can you advise when transfers are delayed how long do they take on average as my mum is now without a phone which is now causing serious issues as I can’t contact her easily 

Hey there ​@Batmom, it’s very difficult to advise how long a delay may take, as it could be due to numerous factors, or it could be that it’s not been delayed at all, and simply wasn’t processed correctly via our systems. Therefore, it’s imperative that we’re able to look into the account so we can see if it’s underway, and why/if it’s been delayed, or what the issue may be.

Therefore, once she contacts us via her own Community or social media account, or if you get through to the live-chat, we can check her account and then advise further, and we’re more than happy to help via all platforms and sort it for her :)

Thanks,

Tyler

​@Tyler C the reason I arranged for my mum to join was because I head advised that you covered an iPhone 7, and my mum has an iPhone 8.  I have now discovered this works in my iPhone 11 but not hers so I am assuming you do not cover this model?  If so this SIM card is now completely useless?

​@WelshPaul my mum did some steps in the live chat which didn’t work but if you advise anything I’d gladly try, it’s very frustrating as I can’t figure it out 

Where did you purchase the phone from? The iPhone 8 was released back in 2017, so it might be network locked.

Go to ‘Settings > General > About’ and look at the ‘Network Provider Lock’ field, what does it say?

​@WelshPaul it says no sim restriction