Some customers using the iPhone XS or XS Max with their iD Mobile SIM will have experienced issues trying to use their SIM card in these phones.
We’ve identified the cause of this issue and what is required to fix it.
Some of our SIM cards are not currently compatible with the iPhone XS and XS Max. If you have a SIM card which starts with 8944200117, this won’t work for you in these new iPhones.
We are working hard to rectify the issue as quickly as possible, but in the meantime, the issue can be solved by using a new SIM without the above prefix.
We’ve tried to identify as many customers as possible who we believe may have one of these iPhones along with a SIM which won’t work.
We have posted replacement SIM cards to all the customers who we’ve been able to identify as potentially having this issue, but we are aware that some customers may not have received a replacement SIM yet:
- If you have a SIM Only connection with iD, and therefore did not buy your iPhone XS or XS Max as part of your iD purchase, we won’t know you’re impacted until you let us know.
- If you have upgraded your iD contract with us to an iPhone XS or XS Max, and have activated the SIM card which came with your upgrade, you may be impacted and we might not know until you tell us.
We apologise to all customers who are impacted by this issue, and we would like to get this resolved for everyone as soon as possible.
If you are impacted by this issue, and you haven’t already heard from us about a replacement SIM, please contact us to let us know.
You can get in touch with us by calling us on 0333 003 7777 (charges may apply) or by using one of our alternative contact methods listed here: www.idmobile.co.uk/contactus
We’ll continue to update this thread once we know more about this SIM issue.