New phone not working properly

  • 2 September 2020
  • 1 reply

I upgraded with ID last month but I think the iphone I’ve been sent is faulty. It regularly cuts out during calls, and when I turn it off, it can take up to five minutes to turn back on. It’s definitely not right. I’ve been trying to get through to someone via live chat but it is constantly unavailable. Totally appreciate the situation with fewer staff due to Covid etc, but has anyone any idea as to how I go about getting a replacement handset?

1 reply

Userlevel 7
Badge +9

Hello @Suzyoh,

I’m sorry to hear that.


When all of the agents are busy, you’ll see this message. You need to wait for an agent to become available before you can speak to someone, Going off the page and coming back on won’t work as it’ll just look like it’s unavailable.


Have you tried factory resetting the handset?