Hi ​@Vonnie1,


Thanks for getting in touch, and I’m really sorry for the frustration you’ve had trying to reach us I completely understand how going around in circles like that feels, especially when you’re just trying to get help.

The Live Chat journey can sometimes ask for account verification (like your Customer Service PIN or mobile number) to securely access your account. If the details aren’t matching exactly as registered, it can unfortunately block progression but we appreciate that isn’t a smooth experience and I’m sorry for the inconvenience caused.

 

📊 Unlimited data warning here’s what’s happening

On iD Mobile, even where an Unlimited Data Loyalty Add-on is active, it may not always show clearly in usage notifications or the app in the same way as your base allowance.

What typically happens is:

• Your standard data allowance is used first
• Once that is fully used, the Unlimited Loyalty Add-on kicks in automatically
• Warning messages can still appear when your base allowance is close to being used up, even though unlimited data will continue afterwards

However and this is important we do need to confirm that the Unlimited Loyalty Add-on is correctly active on your account, as this will determine whether the usage alerts you’re seeing are expected or not.

📌 Next step (so we can properly check this)

To keep your account secure, please reach out to us via private message so we can review your plan and add-on in detail and confirm everything is set up correctly for you.

You can do that here:
👉 https://community.idmobile.co.uk/inbox/overview

Owethu