My iD.

Had a text telling me my bill cap had changed and that I’ve currently spent £1.20 on out-of-plan charges. The text also recommended I check My Account online or the mobile app regularly to monitor my usage and any out of plan spend. As I’ve never incurred any out of plan charges in the two years I’ve been with ID I was interested to find out what they were for. Searching ‘My Account’ and the mobile app I couldn’t find anywhere to see current usage or charges. Eventually I found an old post on here where another user had posed a similar question. They were told that you can’t actually see current usage/spend online or via the app! I find this quite bizarre in this day and age. Other providers have been doing it for years. Anyway, I figured I’d go on Live Chat and get the information from there. What an absolute useless service that is. Here is the transcript: Agent: Kindly confirm how can I assist you? Me: I recently changed my plan. During the change I received a text saying that I had incurred £1.20 of out of plan charges. As there is currently no way of seeing these until my next bill, are you able to tell me what they are for? Agent: Thank you for sharing the above, please be advised that your plan now is £10.00 - UNL/UNL/60GB Agent: and you will receive your next invoice on 11/10/2024. Me: But are you able to tell me now what the out of plan charges are for? Agent: Hi, you've set your bill cap to £50.00. You've currently spent £1.20 on out-of-plan charges this billing month. This means you can spend up to £48.80 until the end of this billing month before you reach your cap limit. We recommend you check the iD Mobile app or My Account online regularly to monitor your usage and any out-of-plan spend. Agent: Please be advised that you were notified about this and you would need to keep your bill cap at £0.00 Me: All I want to know is what the out of plan charges are for. There is currently no way of seeing this via the app or my account. Agent: Kindly be advised that you will receive the invoice on 1/10/2024 it will be detailed and you will need to keep your bill cap at £0.00 so that you will not be charged extra. Me: That's not what I'm asking. I just want to know what the charges are for. Are you able to see this information or not? Agent: Kindly be advised that I'm not able to see the information yet since the invoice is not generated yet. Basically a load of scripted waffle not answering the question I’d asked and then eventually telling me they couldn’t see the information. Is it really true that customer services can’t view my account details and billing in real time? If not, why not?

Hi my name is Sophie whinn me and my mam had account with u at switch to a different company We would both like a pac code for am number these are the phone numbers {REMOVED} this I believe is under Sophie whinn {REMOVED} this I believe is under Susan whinn If u first pac code to {REMOVED} and the second to {REMOVED}

I am trying to log into the app to set up a pin but no matter how many times I retry, I keep not receiving anything. My number is definitely correct. Any help?

HI there to send my all contact to new phone I need QR for esim.I bought new iphone 16 pro max Thanks

I’m being prompted that it’s time for a new deal, which made me believe I’d finished my 2 year contract, however when I enquire how much to leave now the price is ridiculous. Where can I see my contract start and end date?

How too claim my vouchers

My Google Pixel 8 phone has the pink line from top to bottom, and the screen goes green. I took it to Currys, who said it was 4 days out of warranty, even though I had been going into the shop for days only to be told nobody was available to deal with my query. Anyway, I've contacted Google who are running an extended repair program for this screen problem, and apparently I can walk into an EE store to get if fixed. Does this sound right, will EE repair an ID phone?

I have an intermittent issue with making calls, which has occurred on-and-off since I transferred my number to ID mobile some years ago. Sometimes, when I try to make a call, I am met with the “you are unable to make calls as you are out of calling credit” message. However, when I check on the app, I still have plenty of credit left (and I haven’t received any recent low balance warning text messages from ID). If I attempt to call 7777 to check the balance over-the-phone, it tells me “we’re experiencing some technical difficulties at the moment and is unable to tell me my balance”.While this is going on, I can also still use mobile data (4G) as normal, except I am unable to use the ID Mobile app (or visit my.idmobile.co.uk) while on mobile data. They only work on WiFi - thus I wouldn’t be able to top up if I didn’t have a WiFi connection to use instead. I contacted the live chat about this today and the rep insisted that my account showed a balance of £0.00 (while the app was still showing me approx. £3.50). However he did suggest the following:1. Airplane mode on2. Remove SIM3. Restart4. Insert SIM5. Airplane mode offThis seemed to temporarily resolve the problem, and I could make calls, check balance via 7777 (with an amount which matched what I saw in the app), and use the ID Mobile app on data, but then this all stopped working only a few minutes later. Obviously popping my SIM every time I want to make a phone call is not a real solution (and I haven’t actually been able to get this to work again since anyway - I think it may have just been coincidence). I have also tried the same sim in another phone (an iPhone 11) but with no change. Is there anything else I should try or is this an account issue on ID’s end beyond my control? I do remember having some minor issues when I first brought my number across so maybe my account was never provisioned correctly in the first place?

I’m trying to log in online but I’m getting to where you put in your ID mobile number and it’s saying sorry your details don’t match our records. How do I fix this please?

Hi I just ordered a sim from id but it doesn’t work for call and text only data is working. its a 24 months contract sim with unlimited call text and limited data.

I want to get a SIM but keep my number. I ordered a SIM with a 24-month contract from you. Do I need to wait for the SIM and then do an exchange with a PAC code?

My old number has just been switched to my new ID mobile ESIM i was previously with EE. However my iMessage and FaceTime is still connected to the number given to me with my ID mobile account. I have followed the steps to deactivate, reset all network settings. I have also added my number but it is saying it’s unavailable for iMessage and FaceTime. How do I fix this? Thanks

I have a PAYGO SIM which shows a balance of about £5 when I log in to idmobile.co.uk. However I think this is just a data rollover balance as I can’t make calls or send texts. How can I see exactly how my balance is made up?

My sim is not working as I don’t get any signal what’s so every at home or out and about. How to fix this

I have just received a call on the UK from someone claiming to be from the ID promotional department. The number that called me was 07754621319. They were offering a lower price mid contract. It sounds like a scam to me. Do ID mobile offer mid contract discounts that do not result in an extension of the contract?

Hello. I live in a small town on the west coast of Cumbria and haven’t been able to get any mobile data whatsoever for at least the last couple of weeks and I think text messages aren’t working either. My guess is that the 3G signals have been disabled and that the 4G replacement signals haven’t been configured properly yet. As in the the Three network is broadcasting a 4G signal (hence the availability maps say that I should be able to connect via 4G) but the iD Network’s piggybacking system hasn’t been properly configured to make use of it yet. I’ve gone through all of the instructions on the “3G is being switched off...” pages and followed them properly, and have checked that my phone is compatible with both 4G and 5G (it’s a Sony Xperia 1 II), so this looks like it’s a supply side issue. If so how long will it be before you’ve got this problem sorted out, and if it’s not a supply side problem what further instructions can you give me to get connected? Also how do I claim a refund from you for the time you haven’t been supplying me with a service that I’ve paid for? Many thanks, Jamie

I have an account for my daughter phone, but want to transfer it to her. what is the best way to do this

Hi, I upgraded my phone on my existing account. Got the new phone, inserted the sim, and hoped that all would be good. Boy, was I wrong... At the same time I bought a sim only contract and switched my number from EE to IDmobile. According to the messages I got, the switch was complete. So I tried to scan the QR code for this sim only eSim, but it will always connect to a Samsung watch which I do not use. I upgraded to a mobile with dual sim. Now I noticed that the sim for the number I already had with ID is not connected to the network. So I have no working phone, cannot phone, do not receive messages and missed an important phone call this morning. I tried all things recommended , nothing worked. And on top of this, I cannot connect to my ID account as it always says that the data I put in does not match their record. I am mightily peed off and need a very fast solution here!!!

I have just signed up for an upgrade plan with 40GB data. I have just received a text saying I have gone over my 30GB data roaming allowance. But when abroad I have only used wi-fi for data and switched off data roaming. I cannot understand why it is suggesting I have used mobile data.

Good afternoon, I originally purchased a phone through ID Mobile on the Three network but wasn’t fully satisfied with it. Within a day, I cancelled the contract to return the phone and opted for a different model. I also requested a new SIM to keep my original number. When I cancelled the first contract, I was informed that the porting of my original number would also be cancelled, and I would need a new SIM for the current phone, which I received. However, there seems to be some confusion, as I recently received an email stating that my number has been ported, but it appears to be linked to the first phone I returned, not my current one. I’m now unsure of how to proceed, but it’s important that I retain my old number. Could you please advise on how to resolve this?

I've paid my bill but my services still have not been restored. Please help thank you

Need help took sim. Only deal not sure ordered 2 by mistake

Hi, Today (9/10) is my switch over to iD day. I am taking my old number with me. This morning (10.20) I received a text from my old provider saying that they had switched off my old phone number with them. So far so good. Now (1.12pm) I haven’t received my text from ID telling me that my old number has transferred over to ID. Should I be concerned? Thanks

My daughter has recently set up a new account with ID Mobile. She requested an ESim as we thought her phone was compatible - turns out it isn’t. She now needs ID Mobile to send her a physical Sim as she can’t use the ESim. She has spent hours on chat but as been unable to get past the security questions. When setting up her account, ID Mobile has taken her delivery address as the main account address (it was entered correctly). She doesn’t have anything to prove she lives at the delivery address as it is her student residence. Does anyone have any good ideas how this can be sorted. She has been to Currys and they didn’t have a clue. Chat is useless. She just needs to talk to a physical person. Thanks

How do I load credit to enable me make international calls to West Africa