Hi,I am not an ID mobile customer but have just received a letter regarding an account that has been set up in my name. I have recently been a victim of identity theft and have had lots of mobile phone and credit card contracts set up using my details with various providers.  Can you please let me know how I report the fraud and shut the 1D account as soon as possible? Many thanks.  

People have been trying to ring me for over a week whilst at my home address and it’s just going straight to Answermachine which is not good given this includes hospital appointments- I’ve used the check and it states there’s an issue in the area - great ! no details of how long it’ll be going on for so my question is what can I do about this or how can I find out about compensation as obviously having a phone I can’t receive calls on when I’m at home is pretty inconvenient, especially as I work from home !

Hi, why have I been charged £45.00 roaming charges as I’ve had my mobile on airplane mode since I left Uk 

I have been overcharged. I usually pay £38. Last month I gave notice to cancel my plan on the 21st of February and on the 28th of March I have been charged £66.91. I assumed this was because I cancelled but I have had a message tonight saying the disconnection of my contract has been cancelled. I still want to cancel my plan and im not sure why I got this text message. I logged in to cancel 1 more time and it now says I will be charged £ 29.80 if I cancel today. Can someone please tell me if I have cancelled or not and what all the charges are for. Thank you 

I haven't received any confirmation of my order at all but have had money taken out of my account 

I left Id over two months ago on both SIM cards but now you are sending me messages saying that I still owe you money and it shows that my account is still active but I asked to leave ages ago

While I’m at home my internet doesn’t work on my phone at all! I have tried my SIM card in another phone as thought may be the phone, but still the same. works while I’m out and about but not at my own home it’s starting to bug me can anyone shed some light on this issue 

HiIm not receiving text messages on my Samsung 25, I've done everything I've read on the site. If I change to RCS chst it appears to work fine. Once I turn RCS off, they receive my text but I don't receive anything back 

Hi,I'm heading to Sri Lanka soon and as part of the trip I'm getting a local SIM for the holiday. How can I unlock my phone to use the holiday Sim? TIAJamie 

My payments for my phone will be complete next month and I am not planning on upgrading until later in the year. I plan to move to a SIM only plan. What do I need to do for this. Currently I am only offered phone upgrade plans that I do not want.

I need to pay a final bill of another number but no longer have the sim - how do I pay it - you have reported me to credit agencies for non payment but not given any ways to pay it which do not involve using a sim which is no longer in use? 

I am the business manager of a primary school. The previous manager set up an id mobile SIM years ago which we no longer want. We have no log in details at all for the account.I want to cancel the account following an issue where the sim went dead and we could not contact anyone to sort it out. We now have found another provider.How can I cancel the account? The previous account holder has tried, we can’t do anything. This is getting silly now.

Hello,I keep receiving every second month an email about an outstanding bill, when I get in to my app or online there is no outstanding bill, where can I see this bill that keeps showing as an outstanding one. Where can I see for which number is that bill? I have also a direct debit set up and I don’t understand why this keeps happening?Daniela

Hello,I have recently signed up for two new sims, one for myself and one for my son. I’d like to pay for both on the same account.My ref is ***, the second ref is ***I’ve managed to successfully activate my account and that’s now in the process of porting over my old number.I’m unable to start my son’s account.   That is a/c no ***,  New iD no ***, transaction no. ***.Can you please advise why I’m not being allowed to port over his old number.Thank you  ,Kevin Reid

Hi,I can’t see upgrade options just now as just setting up a DD.Im on 4GB rolling plan at  £6 a month. Can I upgrade to the 20GB plan at the same price? thanksdavid

Over the past year and a half using ID mobile I have traveled across France Italy Greece and Spain, often staying within central cities and across this time the 4G network has NEVER worked. I have continually checked the network, changed different options of network, checked data roaming etc and the data never works. this is extremely disappointing and to see that ID are increasing fares when the phone cannot even be used abroad if appalling. Having previously been with Vodafone I never had an issue with this for years. Please can someone share how this can be resolved or look into this.  Are others facing this or is this a singular problem? Either way I would appreciate it being resolved ASAP before the summer as I will once again be left without any data.  

Since moving to ID mobile, my phone drops the call before I get through to the answerphone on my mum’s landline. Also when ringing numbers at my workplace (in a hospital), it rings off before someone can get to the phone to answer it. Can I extend the ring time for outward calls?

I joined id mobile in September and I now seem to have x2 numbers coming up on my sim…. people I message are receiving texts off me from both numbers but there is no consistency when it comes to which number they will receive anything from. Separately, it seems I am having issues receiving texts and calls through as I’m only sometimes able to receive them.  I’m not having any luck with your chat option as it isn’t understanding the issue / questions that I’m raising. Can anyone help with this?

Issue has been going on for over a week and my elderly mother can’t ring me so I’m not happy according to the 3 website there’s an issue with my area - how do I get this sorted ? 

I am ending my ID Mobile deal but I found another ID Mobile deal via a third party site. Can I keep my mobile number as I'm getting my PAC from ID Mobile to give to ID Mobile.

I am going to Canada in June do you have any plans for that will be taking 4 lines out there 2 my and 2 of my friends are going well all on id  Many thanks  Barry

Hi, I'm now due an upgrade, but the offers within the app are not very competitive, I currently have two contract deals and deal two sim deals and feel this isn't a very good.  I have found plenty of better deals in bott USwitch & Money saving Expert all with ID Mobile yet these deal aren't available to existing customers  Do ID mobile match other offers  Can anyone advise what can be done Dean 

Hi, I got disconnected on live chat, can anyone help me please? My 24 month contract ends on 29 March and I want to move straight onto the £10 monthly rolling sim. I’ve just put an order through online for it like I was told on live chat, then I was meant to go back and give the order confirmation number to him but it disconnected me. Does anyone know if it’ll just automatically kick in on 29 March? I’m keeping my phone FYI, and the order confirmation email has come through.

I've switched over yesterday (27th March at 10pm) but haven't recieved an sim card and now I'm not connected to a network. Please help

Hi, I pre-ordered a Pixel 9 Pro with an unlimited data plan on 28/03/25, it says that the phone will be available on 22/05/25. I have already received an email with my E-SIM and contract summary. When will I start being charged for the plan?Obviously I can not use the data plan until the phone arrives and the phone sale was part of the contract, so will my contract/payments start from when the phone is shipped, and therefore only be charged from that date?I have scoured the FAQs but not found any information on this in particular -  the help chat agent first told me that I would be charged immediately as I have received a confirmation email but then backtracked and said I would only start paying from when my phone was delivered and the E-SIM is activated. Any help is appreciated.