COVID-19 (Coronavirus) Update

  • 19 March 2020
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Our customers, colleagues and communities are central to what we do. COVID-19 (Coronavirus) has created uncertainty that challenges our daily lives and reminds us of the need to keep in contact with friends and loved ones. Here at iD Mobile, we want to assure you that we’re doing everything we can to keep you connected.

To keep our colleagues safe, and on the advice issued by government and health organisations, we have now had to close our call centres. This means you won’t be able to speak to a customer services agent when you call 7777. You’ll still be able to hear your allowances over the phone, make a payment or report your phone lost or stolen via the automated process.

Therefore, we’re kindly asking customers to use our community to get answers to queries and browse helpful content. If you can’t find what you need, you can post a question to our knowledgeable community members.

Head to the free iD Mobile app or My Account online to manage your account – they’re packed with features to help you keep on top of your usage or make changes to your plan.

To support vulnerable customers and those with urgent queries, our Live Chat team are available between 9am - 8pm Monday to Friday and 9am - 6pm Saturday and Sunday - they can be reached here.

What we’re doing to support customers:

NHS access – to help you get the health guidance you need, we’ve made the NHS UK website accessible to all our customers, regardless of whether you have any data allowances left on your account or not. Don’t forget, there are no charges for calling 111 from a UK mobile and this won’t come out of your minutes allowance.

Free unlimited minutes for over-70s  to help our customers who’ve been advised to self-isolate keep in contact with friends and family during this difficult time, we’ve given all our customers who fall into the over-70 age bracket free unlimited minutes until mid-April. 

Please note - free unlimited minutes for over-70s has been extended until 13th June.


Helpful tips to stay connected:

The iD Mobile app and My Account online – check your usage with a real-time view of your minutes and data, change your Bill Cap, view and pay your bills, change your plan, manage your services, activate a SIM and much more.
Plenty of texts – all our plans come with at least 5,000 UK text messages. Please bear in mind that sending an MMS is chargeable. This includes picture messages, some types of emojis, and some long text messages.
Wi-Fi Calling – with certain phones you can use your Wi-Fi network to make calls and send texts if your indoor coverage isn’t strong enough. Find out more here.
Tethering – should your home broadband be unavailable for whatever reason, you can use your phone to tether (use your phone as a mobile hotspot). We recommend that you keep a close eye on your data allowance, as tethering will consume data faster than regular mobile usage.
International calls – if you need to contact someone abroad, you can find a list of our international calling costs here. If you’ve previously turned this feature off, you can turn it back on again by heading to the iD Mobile app or My Account online, navigating to ‘Services’ and turning ‘International’ to ‘On’.
Delivery information update


Our courier partners (DPD & Royal Mail) have updated their delivery processes to take extra precautions due to Coronavirus. Please follow the below advice:

  1. Customers can use the DPD app to nominate a ‘safe place’ for their delivery to be left if they do not want close contact. For customers unable to use the DPD app, DPD is still able to offer a contact-free delivery, and will take a picture of the property and capture a proof of delivery name instead of capturing a customer signature.
  2. Royal Mail is an unsigned service. Where Royal Mail needs to deliver a parcel, its teams will place the parcel at the customer’s door. Having knocked on the door, the delivery teams will step aside to a safe distance while the item is retrieved. If the delivery cannot take place, Royal Mail will take the parcel to the local depot for collection by the customer. The parcel will be held for 18 days as per normal process.


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