Good morning,I’m having a bad experience and wondered if anyone else has experienced the same. My contract ends in Feb 2026 so I’m now in the ‘upgrade’ windows so thought I would take advantage on a black friday offer. Firstly used the app and click ‘upgrade’ phone an offer I liked but then I got a pop-up to upgrade the data for no extra cost. I click that but it added £100ish to the upfront cost. I couldn’t see a way to go back so had to scrap that and use a proper browser rather then the app.So removed item from basket, clicked ‘upgrade’ again and selected the same offer.I didn’t realise at the time that it was setting this up as a new account, even though I 100% went through ‘upgrade’ whilst being logged in. I’ve never done an upgrade before and usually switch providers at the end of my contract and request a PAC etc. I thought the process would be the same on an upgrade but without an early exit charge (which was my misunderstanding).

I ordered an upgrade. It is clearly marked on the website it should be delivered within 48 hours (Northern Ireland). I received an email within a few hours of my order stating it was complete and handed over to dpd for delivery. Over 72 hours later I am still waiting. Dpd have not issued any updates in 48 hours. I contacted id customer services via webchat, only to be told my order is not expected until 09/01/2026 as it was out of stock! Over a month from my order. When I explained I received an email stating it had been dispatched I was then told to expect it after 09/12/2025. I was also advised to contact dpd for about update. Dpd web chat is even less reliable that IDs and I was unable to speak with anyone. I called the ID sales team who explained my order was indeed dispatched and that the information I received from the agent in the webchat was simply not true. She also explained my phone should arrive tomorrow at the latest. I asked if their was any procedure for claiming comp

Daughters just upgraded and given me her old phone. I’m just transferring everything out haven’t put my sim in yet. Will it work? It’s saying I need to contact ID or get a QR code? Are they easy to request? Or can I do anything myself?cheers

I cant make / recieve text or calls?I need to get through to my wife urgently! Is the network down???  

I cant make / recieve text or calls?I need to get through to my wife urgently! Is the network down???  

Hi I recently went to currys and got a phone on contract for a Christmas present when my son opened I then realised that I had left without a sim card but I had a number allocated to me I now need to activate a new sim card how do I do that? 

I am unable to send text message or phone my daughter in Leeds.  We are both on the ID mobile.  Is there any reason why?  I cant ring from my mobile either.  Please will you report this issue?  Leeds area.

My husband and I both have contracts with ID mobile.  My husband has just told me he has been calling me for hours but getting a message saying I am on a call but I haven’t been.  I now seem to get the same message if I try calling anyone.   Is there a fault?  We still seem to receive calls intermittently from non ID mobile phones… but not always.   We can’t call each other.

I am unable to send text message or phone my daughter in Leeds.  We are both on the ID mobile.  Is there any reason why?

Hi so the apo wouldnt work before but managed to set it up with the same details as everything but now its saying error and not showing the bill or any options for add ons etc, any help would be appreciated thank you  

I can't make or receive calls. Ive contacted my mum & husband via messenger & they too are unable to make/receive calls. We are in the West Yorkshire area.

So I decided to do an upgrade before my last contract ended. I had in place at the time unlimited  data everything. I chatted to an upgrades team and decided to get the galaxy s25 ultra. Also with unlimited data.  However I now have charges on the account for data used outside of the plan that total £95.44 during the upgrade process from my last phone to my new one. Clearly they have not applied the bolt on at the time of the upgrade properly. I have tried many times to try to resolve this issue. I have raised a complaint. My current bill outstanding is £95.44 it should be £41.99 per month. Anyway as I am still in a cooling off period I am seriously thinking of cancelling my contract and returning the phone. You can never get anything resolved with company because half of the agents just don't understand what your chatting about. Its just ridiculous. However the agent tried to off me £20 off my next bill in compensation. Im not going to be paid off for incompetent staff membe

Hu I can not use the upgrade options, just saying something has gone wrong?

I paid my outstanding balance around 12pm yesterday, it’s now 3:27 and i still haven’t been reconnected. it’s been way over 24h and i can’t speak to anyone to get it changed. what do i do 

Hey all, Just wondering if anyone knows when iD will be getting IPv6? I’m considering switching to iD but I often have issues surrounding CGNAT, which I get around by using IPv6. I’ve got an iD SIM at the moment for testing which does not support IPv6 Many thanks!

Hi, I arrived in Switzerland on Wednesday. In my plan I have 30gb of data available. I turned in roaming as soon as I landed. I have a max bill cap of GBP 15. After only a few hours my internet stopped working and I received a message saying I had hit my bill cap. Does this seem feasible?  I was in Switzerland in March 2025 and used roaming and this did not happen. Have ID mobile removed Switzerland from some sort of free roaming list?  I would like to understand better how it works but there seems to be no number I can call.  since joining ID last July my bill has never been above GBP8 but I have visited various countries tries in that time and roaming has always allowed for slight usage. I’ve never run out of data. So I don’t understand why I have now and after only a couple of hours.  any help or advice would be much appreciated, thanks. 

Hoping you lovely people can help! I left the UK in August 2025 and allowed my ID Mobile contract to lapse as I didn’t need it abroad. The account has since been disconnected. I need my old number back but the ID Mobile online chat staff are being very unhelpful and saying that because the account is deactivated my number is irretrievable. My understanding, however, is that it has been less than 6 months therefore the number has not yet been recycled and is still available for me to use. Does anyone have any experience of this and tips on how to proceed? :) TIA x

Esim Failing To ActivateI have tried repeatedly to get my ID mobile eSIM working but it just either endlessly stays in “activating” or I get this error message (see screenshot) I have tried to redownload it 4 separate times and it’s the same thing every time.I have an active Airalo ESIM, which is working fine.

Hello, I have changed to ID mobile and used the PAC code to keep my old number. I have had emails telling me that everything is complete with the change over. My number has changed on the ID app but it hasn’t on my iPhone and I don’t think everything is coming through as a result. I have tried to change the number in the mobile settings but I am unable to save it. I have switched the mobile on and off a few times. I have checked my husbands mobile as he changed over a couple of weeks ago and his is the same. He doesn’t get many texts so if it difficult so understand if he is getting all his messages. Would anything be able to help please? Thank you. 

Hi how i need cancel my plan

i have previously had an ID mobile sim in someone else’s account and my contract has ended, so i have bought a new sim only plan, i got an e sim and i’ve tried to switch it to keep the same number but it won’t let me. this is because i don’t know my new number that i’ve bought or if it’s the same one, it won’t let me log into the app either it says my details are incorrect when i type in my phone number, last name and date of birth, im assuming this is because of it being in another persons name, is there anyway i can fix this?

I got the iPhone 17 last month but it’s faulty I can’t get notifications I’ve done everything who do I contact please 

I need an extention on my id mobile bill until the 12th December I am a vunerable woman and I have a disability 

This company is truly awfulComplaints line made one attempt to call... thats it. Its like they don't understand people work. Can't provide answers for a failed credit check so why make contact.Honestly... virgin is the only other company that compares in such poor care for customers. You just couldn't make this up... could not care less... Awful company gald I have now cut you off. 

Hi, I switched today but SMS are not being recicved. I got the text saying swithc complete but I text myself from my other phone and it doesn’t arrive