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What a terrible service

C
New
 Contributor

Well, it's time to upgrade! It's more expensive a month to upgrade than it is to be a new customer, the fact that YOUR a loyal customer a customer that wants to stay with you, doesn't enter into it. When you call and speak to a sales representative "George" and discuss this issue, he says that because your keeping your number you get charged, of course they want NEW Business so look after them but not concerned with loyal customers staying, no benefit at all. The lovely George when I asked for the complaint process decided to end my call!!!! NOT A GOOD CUSTOMER OUTCOME/JOURNEY/EXPERIENCE will not be referring a friend 

    4 replies

    WelshPaul
    Platinum 
Contributor
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    • WelshPaul
    • Platinum 
Contributor
    • 3072 replies
    • June 6, 2025

    Industry standard I’m afraid. Play the game or switch networks if you’re unhappy. Whatever option you take, you will be in the same position come the end of your minimum term.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Siân W
    iD Mobile Employee
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    • Siân W
    • iD Mobile Employee
    • 1376 replies
    • June 7, 2025

    Hi ​@Cheri Ann Vincent . Thanks for reaching out! I understand it can be frustrating to see discounts for new customers. These offers are meant to make joining us easy, and I like to think you got a good deal when you first signed up. Our offers change regularly, so if you’re ever curious about current options or upgrades, please contact the Sales Team on 0207 1391 397 between 9am -6pm.

    In regards to your experience, I am sorry the call ended. We can capture a complaint from here for you if you like? Thanks.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    C
    New
 Contributor

    Hi ​@Siân

    Thanks for your reply, I understand that I had a good offer when I first joined, however, there is no incentive to stay, if you want to keep loyal customers and promote refer a friend then surely you look after those customers, so that we can recommend your services/products. I did contact your sales teams, as I said above, that service was appalling! Not the customer experience I expected, you could listen to call to see how George dealt with my queries and disconnected when I asked about making a complaint, if you could log a complaint please I would much appreciate it.

    Thanks

    Siân W
    iD Mobile Employee
    Forum|alt.badge.img+13
    • Siân W
    • iD Mobile Employee
    • 1376 replies
    • June 8, 2025

    OK ​@Cheri Ann Vincent 

    We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

    Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

    We’ll see you there.
     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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