Replies posted by Tom

4530 Replies

Joe Travis
Newbie
Joe TravisNewbie
asked in Ask a question.

payment been taken 3 times, trying to find someone to contact

Hi @Joe Travis  Sorry to hear this, have you managed to get in contact via the suggested channel above? If not, please let us know so we can get in touch. Tom

3
Tom
iD Mobile Employee
14 days ago
Mark Stanfield
Newbie
Mark StanfieldNewbie
asked in Ask a question.

Mifi 4g router SIM issue when in France

Hi @Mark Stanfield  Sorry to hear that, as mentioned the router may not be compatible with the iD Mobile SIM, we don’t officially support any routers for usage with iD Mobile SIM cards. Tom

9
Tom
iD Mobile Employee
14 days ago
Claire Weaver
Newbie
Claire WeaverNewbie
posted in Ask a question.

PAC code for two numbers

Hi @Claire Weaver  Unfortunately we won’t be able to get around it, we’d need separate PAC codes for each mobile number you wish to transfer over to us, you’ll need to request a unique PAC code for the number you’ve had issues with to port it over. Tom

1
Tom
iD Mobile Employee
14 days ago
Katie Holt
Newbie
Katie HoltNewbie
asked in Device & Phone Support

travelling

Hi @Mariasmum88  You’ll be able to roam in Turkey, however it’ll cost extra as it isn’t included in the inclusive roaming allowance, I’d recommend checking the following link for charges associated with using your iD Mobile SIM in Turkey. https://www.idmobile.co.uk/help-and-advice/international-and-roaming-charges Tom

4
Tom
iD Mobile Employee
14 days ago
P
Newbie
Patw62Newbie
asked in Device & Phone Support

after app upgrade price plan changed

Hi @Jatb  Glad to hear Live Chat could assist, the team are still working through some issues on the app, apologies for the inconvenience caused.  Tom

4
Tom
iD Mobile Employee
14 days ago
Milan Davidson
Newbie
Milan DavidsonNewbie
posted in Ask a question.

paying your mobile phone bill

Hi @Milan Davidson  If your direct debit is active and you make a manual payment close to the payment date, the direct debit may still attempt to complete, if you plan to make manual payments from now on, it may be worth cancelling the direct debit, or keep on the direct debit and avoid manual payments unless necessary.  Tom

1
Tom
iD Mobile Employee
14 days ago
Steve Ashton
Newbie
Steve AshtonNewbie

cant see my allowancesNew

Hi @Steve Ashton  The team are aware and working on some issues with the iD Mobile app, apologies for any inconvenience caused.  Tom

3
Kash
iD Mobile Employee
10 days ago
J
Newbie
JloWildNewbie
asked in Device & Phone Support

Ported number from tesco mobile is unassociated with Sim

Hi @JloWild  Sorry to hear this, it may be worth trying a replacement SIM card, you’ll be able to pick one up at your local Currys store and activate it at the following link; https://my.idmobile.co.uk/activate-sim-outside Tom

10
Kash
iD Mobile Employee
10 days ago
S
Novice
surfinNovice
asked in Ask a question.

ID mobile data in Italy

Hi @surfin  Glad to hear, hope the trip was a good one. Tom

12
Tom
iD Mobile Employee
14 days ago
Andy Boyle
Newbie
Andy BoyleNewbie
asked in Ask a question.

says cap reached for outgoing calls but i have unlimited calls

​Hi @Andy Boyle  Sorry to hear this, does this happen with all calls or just certain ones? What about texts and data? Tom

2
Tom
iD Mobile Employee
14 days ago
Patrick Dixon
Newbie
Patrick DixonNewbie
asked in Ask a question.

Number not ported

​Hi @Patrick Dixon  I’m sorry to hear this, what makes you believe your number hasn’t ported? It may take between 8am and 10pm on the date selected/given. Tom

2
Tom
iD Mobile Employee
14 days ago
Adrian Mihail
Newbie
Adrian MihailNewbie
posted in Coverage & Network

very bad signal( i feel scammed)

​Hi @Mickgrim  I’m sorry to hear this, EE use a completely different signal network to Three UK, therefore coverage would be different. How long have you had these issues? Please could you let us know the postcode(s) where you’re having these issues? Tom

13
Tom
iD Mobile Employee
1 hour ago
H
Newbie
HooHooHNewbie
asked in Pay As You Go

Using pay as you go bundle in Spain

Hi @HooHooH  You’ll be able to use your PAYG bundle while roaming in our inclusive zones. Tom

3
Tom
iD Mobile Employee
14 days ago
Abdul Rauf
Newbie
Abdul RaufNewbie
posted in Ask a question.

My mobile number is cloned.

Hi @Abdul Rauf  Are you sure your number is cloned or have you only received calls claiming they missed a call from you? This is a common scam. Tom

1
Tom
iD Mobile Employee
14 days ago
Gemma Vickery
Civilian
Gemma VickeryCivilian
posted in Device & Phone Support

number port

​Hi @Gemma Vickery  Sorry to hear this, please could you let us know what device you’re using the iD Mobile SIM card inside? Tom

1
Tom
iD Mobile Employee
14 days ago
B
Rookie
ben_lRookie
asked in Device & Phone Support

I get a “No SIM available” error periodically

Hi @ben_l  Okay, it doesn’t in that case appear to be related to the SIM and network, however Apple report it isn’t anything related to the device. If it happens again let us know as soon as possible so we can get in touch and take a look. Tom

13
Tom
iD Mobile Employee
14 days ago
Neil Clowes
Civilian
Neil ClowesCivilian
asked in Device & Phone Support

disconnected mobile date

Hi @Neil Clowes  I’m sorry to hear this, is it just your mobile data? How are you calls and texts? Tom

1
Tom
iD Mobile Employee
14 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM.

What to do if your new SIM isn’t working.Tutorial

​Hi @Rehanm01 I’m sorry to hear this, your iD Mobile SIM card should be active from dispatch, the SIM wouldn’t wait for the transfer to activate. Have you tried picking up a replacement SIM card from your local Currys store and activating at the below link? https://my.idmobile.co.uk/activate-sim-outside Tom

75439447
Kash
iD Mobile Employee
2 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM.

What to do if your new SIM isn’t working.Tutorial

Hi @Paul Ballard  Glad to hear the team at Currys were able to get you sorted. Tom

75439447
Kash
iD Mobile Employee
2 days ago
B
Civilian
Bob JamesCivilian
asked in Device & Phone Support

cannot make calls and messages

​Hi @Bob James  I’m sorry to hear this, how is data usage? Are your bills up to date and paid? What happens when you attempt to make a call or text? Tom

2
Tom
iD Mobile Employee
14 days ago
R
Newbie
RuxymariaNewbie
asked in Ask a question.

tenerife

​Hi @Ruxymaria  Have you checked the above from @andewhite and tried connecting to Movistar and Yoigo? You’ve mentioned calls and data not working, how are texts with SMS? Tom

4
Tom
iD Mobile Employee
14 days ago
Maria Lisa Kouroushi
Newbie
Maria Lisa KouroushiNewbie
asked in Bills & Charges

Can't make outgoing calls

​Hi @Spike Patterson  If you’re able to receive calls, you should be connected to the network to some degree. What happens when you attempt to call out? How are texts and data? Tom

6
Kelly Burrows-Smith
Civilian
1 day ago
G
Newbie
GHowmanNewbie
posted in Ask a question.

Still cannot access my account, live chat or re- register

Hi @GHowman  The team is still working on the new app, we apologise for any inconvenience caused while the team work on fixes.  Tom

1
Tom
iD Mobile Employee
14 days ago
J
Newbie
Joolzh13Newbie
asked in Ask a question.

Number porting not fully worked

Hi @Joolzh13  Are you on an iPhone or Android? I’d recommend the above from @andewhite to perform a network settings reset. For iPhone;Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. For Android;Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings. Tom

15
Kash
iD Mobile Employee
10 days ago
K
Newbie
kylewright94Newbie
asked in Ask a question.

Upgrade declined due to failed internal security checks

Hi @kylewright94  What @andewhite mentions isn’t completely correct, Carphone Warehouse are indeed able to process upgrades, not just new contracts, however it always worth clarifying that what you’re looking at is an upgrade to an existing plan, not a new plan. There has been some issues with the sales systems recently, however these should all be cleared up now, you’ll be able to upgrade through Carphone Warehouse (provided all details on our and their side match up) or you’ll be able to upgrade via ourselves. Tom

3
Tom
iD Mobile Employee
14 days ago
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