Hi ​@Beal,

Thanks for letting us know, if you need any further assistance in the future, please do not hesitate to get back in touch. 

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma,

This problem is not resolved. Topping up only temporarily restores service, and therefore it’s just going to happen again. Have you elevated this to the iD technical team to investigate why service fails when there is a credit balance? If not, can you please do so and assign a case number. Thank you.  

Hi ​@Beal 

Thank you for letting us know and we’re sorry to hear that the issue is still ongoing. We completely understand your concern if topping up only restores the service temporarily, then the root cause clearly hasn’t been resolved.

We can confirm that this now needs to be formally escalated to our Technical Team for a full investigation into why the service is failing despite there being a credit balance on the account.

Please send us a private message so that we can access the account and assist you further.

Thank you,

Zandile 

The iD Mobile Team

How do I send iD a private message? Can’t see any way of doing that on the website. Do I start a Live Chat? Please explain. Thanks.

Hi ​@Beal.

To send us a private message, the easiest way is to use our Live Chat service. You can start a chat directly by clicking this link: https://www.idmobile.co.uk/live-chat. Once the chat opens, you can send a direct message to one of our agents who will assist you securely.

~Marquerita

This is exactly the same issue that is happening with a pay as you go eSIM that I have on my daughter‘s phone the phone works for about a week and then starts telling you that there is no calling credit and text messages failed to send. I went on live chat and it got resolved by someone adding additional credit to the account but then that failed again a week later this still around £9 credit on the account and calls and texts do not work. This is clearly a slightly more widespread issue and not just an isolated case.

Get this fixed ID Mobile, as if I can’t fix it this time we will certainly leave.

Hi ​@DDix.

Thank you for taking the time to share this, and I’m really sorry to hear about the ongoing issues you’ve experienced with your daughter’s Pay As You Go eSIM. I understand how frustrating it must be when the service works initially and then stops working again shortly after.

To properly investigate this, we would need to review the account in detail, including checking whether the correct bundle is active. If needed, we can also escalate this to our technical team for further investigation.

Please contact us directly via live chat so we can take a closer look and get this resolved for you as quickly as possible: https://www.idmobile.co.uk/live-chat.

We appreciate you bringing this to our attention and we’re keen to help get this sorted.

Thanks,

Marquerita

The iD Mobile Team

Thanks for your response Marquerita. However the live chat is simply offering to add £10 free credit to resolve the problem this is what they did last time for me it broke again so it’s obviously not fixing the underlying issue and I can’t get them to refer it to a technical team, what should I do?

FINAL UPDATE: I received a phone call from iD a few weeks ago and was told I had to have a credit balance of £15 or £20 which didn’t make sense. If there’s a minimum balance, it should be a single number, not £15 or £20. I also could find nothing on the iD web site about maintaining such a minimum balance. I was also told that if you don’t have at least £5 credit, the call can’t go through. This also didn’t make sense. PAYG calls are 3p/minute, therefore, as long as you have at least 3p of credit, the call should go through. Finally, I was instructed to turn off the “WiFi Calling” in my phone’s settings. So I tried that and we immediately got cut off. As WiFi Calling is a back-up for the phone provider’s (iD) network, the fact that we got disconnected was actually proof that the iD network was not working for my phone number. This was also a case of iD refusing to accept that the problem was at their end; it had nothing to do with my phone’s settings. A few days later I tried making a call and sending a text, and again the network failed, telling me I was out of credit. After months of frustration trying to get this problem resolved, I decided I had enough and switched providers.

Hi ​@DDix ,

Why where they unable to escalate the matter to the tech team if it was an ongoing issue?

-Michael