New App Not Fully Working

Hi @Lorne,

Welcome to the Community!

We are aware that there was an issue but it has since been resolved.

Can you please retest this and let us know how you get on?

Have you tried logging into your account online?

Kash

This is not resolved and now worse as cannot access account online either..

Any idea how serious this problem is? Will it be resolve this week? month?

Hi Kash, I’ve just logged back into the mobile app and am getting the same ‘Oops - something’s gone wrong’ in the Plan tab. On the old app I could track my data, text, and calls usage. Unfortunately on the new app I can’t do this. I’m going overseas soon and want to be able to track my usage whilst roaming. Please fix soon - this is very frustrating. Thank you.

I've just had a message to say my bill is ready to view. Log in and click download and 'oops- something's gone wrong. 

The original update worked fine for me but I note now I cannot see what I've used, just what's left of my data. Before I could see history of all sorts 

I have been trying to see my usage for the last 4 days but am getting the same Opps message, when will this be sorted I need to see my usage?

On the new app I can no longer check my data usage can this be added ver soon please, 

 ID Mobile why is this still outstanding? I need to be able to manage my account including DATA USAGE why is the oops message still being displayed?

Surely Ofcom should be investigating this now?  Over 2 weeks when we cannot access our accounts fully due to total incompetence by ID Mobile

Morning @Caroline W & @FionaC,

I am sorry to hear you’re unable to view your Data Usage within the iD Mobile app. As an alternative method, you can call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device).

Thanks.

Morning @RG58,

Currently, customers are able to register through our online platform my.idmobile.co.uk. Once registered, you should then be able to use the same log-in credentials for the iD Mobile app.

Thanks.

I am afraid your reply totally fails to address the issue of the “oops” message when trying to access our plan.  This remains blatantly unacceptable.

Just signed my dad up to ID Mobile and I too am seeing this message on his account, figured I would add a screen shot as from what I read above ID mobile think this is resolved :-)

Hi @RG58,

Apologies for the misunderstanding. For the Oops.. something went wrong error, we’re aware of an issue with caching that causes this message to appear. I assume you and @TurGe have both tried clicking Try again?

Do you know how much Data you should have on each of your plans?

Thanks. 

Have tried clicking try again - YES

I have tried 4 different web browser Chrome - Firefox - Edge - Brave and the same again in Private / Incognito mode and get the same result, this rules out a web browser caching issue, as 3 of the 4 browsers have never been logged into an ID mobile account, thus have never stored any ID mobile Cache Data.

The same error can also be seen after clicking PLAN

My suggestion would be that you ask the web team to put some more informative error checking around the call to get the plan details.

Have tried clicking try again - YES

I have tried 4 different web browser Chrome - Firefox - Edge - Brave and the same again in Private / Incognito mode and get the same result, this rules out a web browser caching issue, as 3 of the 4 browsers have never been logged into an ID mobile account, thus have never stored any ID mobile Cache Data.

The same error can also be seen after clicking PLAN

 

My suggestion would be that you ask the web team to put some more informative error checking around the call to get the plan details.

 

 

 

Thank you for confirming and testing across multiple browsers, that does indeed wipe out the possibility of it being the known caching issue. Our team are working hard to test and implement various improvements, including clearer messaging if/when an error occurs (and of course.. fixing the error in the first place!). I’ll pass your feedback onto the team.

Thanks.

There is still a problem with the app. I have two accounts and both saying oops-something went wrong.

The last app worked well, - we couldn't download our bills but at least we could view our plans. Why have you broken something that worked?

This new system has been released without bench testing. Been like this for 2 weeks now. It's such a shame as your pricing is really good but the service has been poor as of late. Ofcom may eat you up alive due to the amount of customer complaints hence far. Would welcome an ETA to restore ability to view plans on app and online.

Looking at the page the Call to the API 

https://api.idmobile.co.uk/id-mobile-products-experience-api/v1/api/plans/current is getting a 500 error response, but I guess your dev’s are already looking at this

Haha, I’m not so tech savvy.. but I imagine if that’s what causing the error, that’s what our tech team will be investigating!

I wouldn’t hold your breath ladies & gents. I’ve been trying to get iD mobile to up their game for weeks, to no avail. I’m still waiting to see details about my plan. They tend to stop answering when they don’t know how to fix it. I think iD mobile should change the company’s name to “Oops… something went wrong” it would be closer to its abilities.

Re most of the above been trying to get this useless app update for nearly 3 wls now. Round + round in circles re registering, Changing passwprds etc. All to get the same Oops msg Webchatted, sent, msg several times.Had a raft of different excuses. The It's my.browser, No its not. It's because I'm on an unlimited plan- What.difference would that make to an app‍♀️+ it worked before when I was on the same plan. I haven't changed anything YOU DID‍♀️Please stop saying its fixed. As until everyone of us who.were on the old app can access the new one easily.+ continiously It.isn't fixed. Shambles. Worst Ciustomer Service Ever!!!

Hi @Jeez,

Rest assured, our team are working hard to improve stability and performance across all hours of the day. We will continue to provide updates to our customers here:
 

Thanks.

Hi @AgnesHunter,

We are aware of an issue for customers on Unlimited Data plans are facing the “Oops! Something went wrong.” error. This is a bug that is being proactively investigated by the team, and alongside the testing and implementation of various improvements in the registration journey, we expect it to be resolved soon. We will be updating this article:

with updates. Fortunately, as you are on Unlimited Data, you won’t be running out!

Thanks.
 

Four weeks ago I was subjected to a PAC fraud. Eventually ID sorted the issue and I have my number back. Again I have unlimited calls, messages and data or at least I should have. I too am experiencing the “Oops” problem on my account. Since I got my number back I have had major problems with connectivity. I’ve tried all the suggested fixes to no avail. I have a second SIM from Vodafone and this gives me excellent coverage. The IDmobile SIM sometimes doesn’t allow me to phone out, it’s very hit and miss area is DE13 8DZ. Yes I’ve asked this question in other community subjects but get no response. What is happening with IDmobile? I am so disappointed and frustrated with IDmoble. For a communications company you’re not communicating with me. All I get is the standard “Sorry…etc” reply when I get a reply. I even managed to get through to a live talk operative who told me that they were experiencing excessive mast volume or something similar. I just need a stable useful connection. I live on a boat and the only connection to the outside world is my phone……please please IDmobile get a grip and stop making excuses, you’re taking my money but not providing the service you promised. I feel a call to OFCOM becoming immanent.

@Matthew Thompson  Thanks for the reply. Pity none of the people I webchatted with. Offered any sort of explanation instead of just  saying because I was on unlimited plan as though that was the reason. And yes I am better than.people who are having issues topping.up. Adding things  etc. But still should be able to check additional charges which.I can't.But cheers for ex.planation