Pay as you go (PAYG) indicating out of credit despite credit balance.

Forum|Forum|6 months ago
February 23, 2026
25 replies
406 views

I have a straight PAYG plan where I just pay for what I use (no monthly plan). I have had this plan for many years with no problems. About 10 weeks ago my phone stopped working even though I had plenty of credit. I would get a message indicating that I’m out of credit when I try to make a call or send a text, despite my credit balance. I hadn’t topped up my balance for quite a while, so I added some credit and the phone started working again, but only for about a week, and then it stopped again. I did some research on ChatGPT and it said the problem was caused by having an older phone (iPhone 11) with an old SIM (over 5 yeaars old), and that a new SIM would correct the problem. So I ordered a new SIM from ID about 8 weeks ago and that seemed to fix the problem, but now it’s happening again. It tells me I’m out of credit even though my balance is currently almost £10. Is there a requirement that you must top up periodically even though you still have plenty of credit? Please help. Thank you.

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Michael Z

iD Mobile Employee

Hi @Beal ,

I’m sorry to hear that the issue has led you to consider switching providers.

Did the team not escalate the matter to our Tech Team for further investigation?

-Michael Z

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DDix

New Contributor

@Michael Z

I’ve no idea why they were reluctant to escalate. I continuously asked them to fix the problem and then when offered a goodwill gesture of adding credit to the account I said I didn’t want it, I just want the issue to me escalated and fixed for good. It’s remarkably frustrating.

At the end of my most recent live chat they said that they would add £10 credit as goodwill gesture within 24 hours and that I would get an email from the technical team within 24 hours. It’s now been around 72 hours and I’ve heard nothing - had no email. Nor has any credit been added to the account. It seems to me like they were just robbing me off so they could end the chat. It’s such a letdown.

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Michael Z

iD Mobile Employee

Hi @DDix

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael

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