I am about to upgrade my phone and could see an upgrade deal in the app. when I clicked upgrade in the app the deals were completely different when I was transferred to the online store. Any ideas how do we resolve it? So I can progress the deal that is visible in the app

Hi,I have changed from O2 and have also taken my number with me.eSim is set up and I can receive texts and use the mobile internet. When I want to log onto the ID app, giving my existing number (the one that I have taken with me), surname and DOB - I get the message ‘Sorry, your details do not match our records”.Any help would be greatly appreciated!!Andre

I am unable to download my bill for September but all my older bills are downloading fine.It's almost impossible to get in touch with anyone and then when I do eventually get through on the live chat or FB messenger it's like one message from the agent every 30mins.....and counting!  

When will my service be restored as can’t make any calls etc 

Hi all, apologies I need constant reassurance before doing anything! I have researched and if understood correctly, as long as i click Upgrade whilst in my account and browse the deals,I will keep my mobile number. When I get to checkout, I am confused as to which sim option to pick. Should I be clicking ‘physical sim’ which has the description - “keep using your current sim card in your new phone” which I imagine means I keep my number as all I need to do is remove the sim from my current phone and pop it in the new handset? Thanks in advance!

Hi,I can’t receive PIN code texts from companies.Every text message I send has a message not sent alert.I cannot access chat bot on iphone on ipad.I can’t find a customer service phone number.This is infuriating.

Hi, Ive had the app and never previously had an issue. The app has signed my account out and now I’m unable to log in. I try to request for my password to be reset but I don’t receive an email for me to be able to do this. How can I reset my password and regain access to the app. its the same when trying to log in online.

Hello I am trying to switch from 02 to yourselves sim only plans of unlimited minutes and texts with 150g for £12 a month.  I have done all the information bits and credit check and it won't go through I need further assistance 

Past week very poor phone coverage.  Keeps dropping off altogether.  Unable to make/receive calls.  Have gone outside but no better.  Having to constantly restart my phone, comes back with only 1 or 2 bars at most.Have not made any changes to phone/Sim.

I'm trying to forward a saved voice message while I'm abroad in Spain.  I've tried entering the number as 44 7xxxxxxxxx and as 07xxxxxxxx but neither option worked.  I can't get to the + to do +44 so not sure what to try next.  Thanks. 

I am a new customer moved from EE to ID and retained my previous mobile number.  I am not receiving OTP from Tesco Oline Banking.  i have tried everything that that is on ID app regarding not receiving OTP’s and nothing works.  i have contacted Tesco technical team and they have confirmed there is no error their end and they are sending the OTP to the correct number so it is something on the ID end when i have ported across.  I cannot get into my bank a/c and at the moment i cannot pay my bill cos i have no idea how much it is.  PLEASE can anyone help????  thanks

I bought an international roaming add-on for Switzerland using the WiFi at the airport. I got a text confirming the purchase. A few minutes AFTER this I got a text saying that I had used some chargeable roaming services. Shortly later came another to say that I had used 80% of my Bill cap. I didn’t make calls or sends texts so I can’t understand why these charges appear.

I upgraded my data plan from 4GB to 150GB but only received 120GB. I talked to a live agent who confirmed I only received 120GB and my 30GB will follow shortly. I still haven’t received it yet. 

I have recently returned from travelling in Austria and Hungary and was unable to use data at any time. My phone settings were set to roaming. I was regularly showing 5 bars of 5g reception with R being displayed. I tried switching from airplane mode and back, changed service providers, rebooted the phone several times, but nothing worked. I had to rely on WiFi the whole time. Now I'm back in the UK everything is working normally. Does anyone have any ideas?Michael.

Been over a week now and i have no offical invoice to send as evidence to samsung to claim my offer which is the only reason i upgraded. Live chat just doesnt work and the customer service email doesnt respond to anything 

Hello I'm struggling to pay bills this month. I'll sort everything by 24th November.  I'm sorry for delay 

Hello I'm struggling a little bit this month and I'll be apke to start pay from 24th of November. I already spoke with bank to cancel payment as it took my last money from my acc.. I'll get it sorted by 24 of November.  

I placed an order to upgrade this morning. The first one live chat told me was cancelled so I placed another. The money hasn’t been taken and I have received no email but it said when I ordered delivery tomorrow. So I am wondering what’s going on? I am not being connected to an agent on live chat anymore either. Thanks  

Hi ID Team,i have been trying multiple times to switch from my old sim to ID sim as I want to use my own old number in ID Plan. When I fill up the form by putting old sim, id sim, PAC code, transaction number and all other required details, on submission it gives the error “something went wrong”. Please let me know how can I successfully complete the switching process? 

Hello, I am looking to take my number to ID. I have the PAC code and transaction number starting with 4. I fill in the form just to be met by “oops something went wrong”. Been trying for 3 days!

I have just purchased a monthly SIM for an iphone 14. The SIM arrived in the post and I am keen to get started. I want to keep the original phone number so I have been onto the website and have entered the PAC code, transaction number beginning with 4, old number, new number, etc. I then get an error message saying ‘Oops, something went wrong. Please try later’ I have tried about 6 times and have checked the information is correct and in the same format. Please can someone help me.

Ever since I changed to iD Mobile I have experienced poor connection in town - data non existent, voice poor. Last weekend it was impossible to speak on phone calls. Ok, the town was very busy then with lots of visitors (illuminated boat parade) but I never had this problem with BT. And yet the coverage map claims "excellent 4G" - which it plainly isn't. For example see a town centre postcode RG9 2BA (the Waitrose store).I have no trouble when elsewhere (e.g. Reading or London) so it's not the phone. Is there some way to get this improved? For me right now the network is useless to me and I will switch when my contract is ending.

I pay my bill every month and last paid on 2/7/25 (just over a week ago) iv juat been cut off and shown on the app i owe 2 months bill even tgough iv paid. Iv also seen a payment showing as december 2025 which is in 5 months time? I cant call my doctors back as you have cut me off when i have paid my bill and next one is showing due on 29th july. I have messaged you on facebook messenger too

I’m trying to upgrade to an offer on my app. But when I get to checkout I get a message saying they can’t complete the upgrade because they need my email address and to fill it in in my account. It’s already there and it’s the one I used to log in to get the upgrade! Live Chat refers me to the Sales Team, who either don’t call when the call was booked, or don’t respond when the agent puts them on the chat. Any advice on how to get the upgrade ID Mobile is trying to sell me, and I want? 

Would like to have an account with you but I have  a legacy phone - an unlocked  Blackberry Keyone (BBB 100-2) iMEI = 353151070047356 running on Android 8.1.0Would any of your SIMS work in my Blackberry Keyone please? Thanks.