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Learn how to set up your new iD plan, and get help on any questions you may have regarding your bills, coverage, settings, allowances, the iD app and so much more!

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bad signal and drop out

Both I and my husband (different types of handsets) have poor phone signal in a good 3G and 4G area. The calls drop, the reception is poor, sometimes we miss calls - the phone doesn’t ring but we get notification of a missed call.Our postcode is CO3 area.Please advise us what we should do to rectify...

Coverage & Network

Poor network coverage at home

I have recently joined ID but since then I am getting very poor coverage at home. Signal strength is only one bar and very rarely it goes to double bar. Is this the quality of coverage I should expect going forward? If so I will be forced ro choose other network.

Coverage & Network

Using an existing email address for a new account

Hi there, I have an old account that closed quite a long time ago and I’m creating a new online account for my current phone number. Whenever I try to use my email to log in, a message pops up saying:‘Your iD plan ended more than 6 months ago, so your online account has now been closed. If you need...

Your iD Mobile Account & App

Person who called or I'm calling can't hear me

For about the last week calls i make or receive, the other party can't hear me. It takes several attempts before getting a connection that works. I live in Belfast.

Coverage & Network

Ordered a second SIM, but it doesn't seem to have processed.

Almost immediately after ordering my SIM, I ordered an additional one for my daughter, using the same email address, bank details, etc. However, despite the order apparently completing, I received no email communication whatsoever regarding this second SIM. My SIM arrived today. Do I just assume the...

Bills & Charges

Logging in - Struggling to reset password

You must be as fed up with me as I am of you. I have had heavens knows how many passwords that don’t work. When I try to get a new password you don’t recognise my e mail address which I have had at least 20 years. Phoning you is a waste of time. Please contact me so I can log in

Your iD Mobile Account & App

sim not working

Hi I brought a new phone the other day with carphone warehouse and ID as the provider. For some reason the sim says no service I have tired it in my old phone to and also says this. I put my old sim into the phone and no problem just the ID which doesn’t work or have service. I have tried all the st...

Getting Started with iD

NOT GOT SIM

STILL WAITING ON MY SIM ONLY YET IT WAS POSTED 1ST CLASS POST ANYONE HELP ME WITH THIS ?

Delivery & Returns

Being billed twice per month

Hello, good afternoon, hope you’re well. Please can you see the two screen shots below? I’ve been charged for both iD and Carphone Warehouse each month. Please can you explain why? And please may you refund all money paid unnecessarily? Thank you very much,Ben.

Bills & Charges

Why Can't I cancel my contract?!!!!!!!!!

Why is this so difficult! it shouldn’t be like this, it is imposible to cancel the contract.I have a contract with ID Mobile which I have had for almsot 2 years now and I have just 2-3 months left and wanted to pay it off and close the contract but it is impossible to complete this. I got the contra...

Leaving iD

Data not working but app says i have data

I haven't used up all my data and the app shows I have over 0.7gb left but when I try to use it it says 'You've used all of your data allowance for this month.' Does anyone know how to fix this? Thank you

Your iD Mobile Account & App

Still being charged after cancelling contract

I cancelled my contract on 25/06/20 and have been charged twice since then once on the 9/07/20 and again on 22/07/20 and am unsure to why

Leaving iD

Not registered on network

My phone has been out of action for weeks. I've been getting a message at the top of my screen stating "emergency calls only", I try to make a call but I keep getting "not registered on network".I’ve been using my phone for over a year with no problems, suddenly this happens. I upgraded my plan from...

Coverage & Network

Can't make calls saying I have reached limit

I can't make calls saying that I have reached capped limit when my account is showing unlimited calls, texts and 1GB of data remaining.I am really not happy with this as I was supposed to make an urgent phone call and unable to do so.Please help me with this.

Pay As You Go

Cancelling Contract when someone dies

We need to cancel telephone contract with ID Mobile as account holder is dead. Can't log in online, no one to answer phone and no one to live chat.. can you make this easier please for people in this situation and advise what we do

Leaving iD

PAC Code Not Working

I requested a PAC code to leave id on 7/6/21 by text received code back, new network has activated new sim and entered this PAC but 8 days later number hasn’t transferred or id service stopped. What should I do to ensure I keep my existing number and close my id account?

Pay As You Go

transaction number

Trying to bring my old number to id mobile, the online form is asking for a transaction number which I don't have? There s no other way to contact them?Thanks

Getting Started with iD

PAC Code Not Working

Hi there I am trying to port my number to a new network provider and I am receiving an invalid PAC when using the ID Mobile app and the SMS service. My code starts with TEL and I understand it should start with VTM. Can someone assist me with getting a valid PAC please? Thanks in advance

Your iD Mobile Account & App

Credit Score Ruined!

Can someone please help me, there is a £2.20 outstanding amount on my account (which I have now paid). I was told the account was paid up in total and now I am applying for a mortgage to find out it’s declined because of defaults on my credit file! This is because of an error and I cannot get hold...

Bills & Charges

took money no top up

Took money for top up, have no credit though, literally spent 3 days trying to sort still without help or a human to speak with, worst customer service experience ever id mobile is a joke

Pay As You Go

OTP push notifications down - 3 network issue?

I have been unable to do any banking this weekend due to my ID sim now rejected push notifications. As soon as I phoned my bank this morning they said ‘are you on 3 - there is a network issue’ and I believe ID uses 3 as a carrier.ID support is crap - i really needed to use my bank which is not unrea...

Pay As You Go

coverage in north london terrible

Hardly any connection to the internet with id other friends with virgin in the house have no problem ?id use to be ok but this last three weeks can hardly use my internet on my phone ? Anybody else have the same issues

Coverage & Network

PAC code requests (app & online & text) all end in error messages

Can anyone help please? I’ve asked for a PAC code through each of the suggested methods (app, online, & text), but each time I’ve been given error messages.Is there any way to contact ID mobile and speak to a PERSON? I’ve tried the chat bot, but it’s automated and hasn’t solved the problem.Thank...

Pay As You Go

Poor data connection...what is the solution?

The WiFi reception is extremely poor at home and also when I’m travelling often and using Sat Nav.

Coverage & Network

OPT codes not being received from my bank

I am no longer receiving OTP codes from the Santander. The problem started earlier this week, at that point i eventually received them (9 to 11 hours late). Now they are not arriving at all. I tried ringing support but can't get through. I note that this is a common issue that can be resolved. Could...

Your iD Mobile Account & App

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