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1 year ago

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Replies posted by KieranC

91 Replies

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iD MobileiD Mobile Employee

published in Announcements.

✅ Resolved: Email one-time passcodes are not working for some users.

Hi @Kaciea, @Nic Gutsy,We’ve just had an update from our identity management provider, but they are still working on fixing the issue. I’m sorry for this inconvenience.At this stage, I’m not clear on when it will be resolved, but we’re hoping it will be soon. Thanks,Kieran

iD MobileiD Mobile Employee

published in Announcements.

✅ Resolved: Email one-time passcodes are not working for some users.

Hi @Alex Hollingsworth, @chricollier ,Yes, unfortunately, it’s still not working.Our tech teams are working with our identity management provider to get a fix. I’m sorry for the inconvenience this has caused and I hope there’s a more positive update soon.Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

@Ash9694 , I haven’t seen that error reported before. I assume your phone is running the latest iOS software, and your time settings are set to automatic, etc. Is there anything unusual about your device?@Ronski, happy to help and sorry you had issues registering. I’ll share your feedback about the suggested upgrade deal with our sales team. Interestingly, the deals should be the same as those in the old app. The new upgrade banners have a lot more colour; the old ones looked very dull in comparison, so they probably feel more prominent. We’ll think about how we can improve that going forward.Thanks,Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

@mikemod, good news 👍 @frankfc, are you having a particular issue?

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

Hi @Moto_customer,Thanks for reaching out and sharing your feedback.As the account holder, I suggest that you manage the plan in the app with your iD online account (once it’s set up). At this stage, the app is meant for the account holder to manage their plan, not a child. We recognise there is a use case for having children view their remaining allowances, etc., but that’s not something we have planned at this stage. It needs a lot of thought and consideration about how to manage and implement various permissions.Besides the upgrades banner which you identified, it’s also possible to buy add-ons and quickly change settings, like the adult content filter. These should be left up to the account holder.Just so you know, each plan can only be linked to 1 iD online account. This means if you link your child’s number with your email and password login, your child will not be able to do so.Hope this helps and makes sense!Cheers,Kieran

Dave MatthewsNewbie

asked in Ask a question.

New app

@Dave Matthews, Unfortunately, the website (my.idmobile.co.uk) is still the old version, so it will require your old user login credentials. This is maybe still good, though, because your old account should work fine.Cheers,Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

The first page, the home page seems to be working now. But the plan page still gives me no details and still has the “oops…something went wrong” with the Try Again button. I press that and the same thing, oops…. Hi @Jeez ,Is this now working for you? Some updates have been released this week, which should’ve solved the issue.Thanks,Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

Hi @mikemod , @Glenharris81, @Sarah Morgan , @UnhappyCustomer96 ,I’m very sorry about the issues you had with the one-time password. Unfortunately, we had a system issue on Monday, which meant these codes were not sent as expected. Could you please try again using the app? The new website will now launch early next week, so only the apps have been updated to the new version so far. Customers also need to re-register, as we’ve completely overhauled our identity management solution. Re-registering may be frustrating (particularly if the OTP wasn’t coming through), but it will enhance security and allow for great new features like managing multiple plans with a single login. It should only take a couple of minutes to get set up. This is just the start of our complete rebuild, and we’ve got many great features in the pipeline to come. Apologies again!Thanks,Kieran

Dave MatthewsNewbie

asked in Ask a question.

New app

Hi @Dave Matthews,We’ve been investigating, and the only similar problem we have for your issue is that cookies are blocked somehow. We see many other customers with Pixel accessing the app without issue.Is there any possibility you can try log in to your account on another device? It would help us to identify whether it’s a device issue or not.Thanks,Kieran

Storm M GraysonNewbie

asked in Pay As You Go.

Cannot Login to new app

Hi @Storm M Grayson ,All customers need to re-register for the applications, so you can use any new email that you like. You then link your mobile number (after a few security questions) to that email address.Hope this helps.Cheers,Kieran

Dave MatthewsNewbie

asked in Ask a question.

New app

Hi @Dave Matthews , Are you a Pay Monthly or Pay as you go customer?Thanks,Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

Hi @Ashbluiz,If it’s not available in the store for you today, it’ll be there late Monday morning. We’ve been doing a phased rollout to a small % of customers to find and fix any issues before it goes out to everyone. The customers who get the app early aren’t chosen by us. That’s done by Google.Hope this helps!Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

Hi @Jeez,Thanks for your feedback and taking the time to post.Yes, unfortunately we fixed part of the issue but there is still some errors appearing on the dashboard and plans screen for unlimited customers. We hope it’s fixed on Monday, or at least, very early next week. It’s our top priority bug for the dev team to resolve as we start to ramp up the number of users getting the new apps.This particular issue affects customers on unlimited plans that have never done a plan change. Interestingly, customers that change from a standard plan to unlimited display fine with no errors.Cheers!Kieran

Nikhil PiD Mobile Employee

published in Announcements.

We've launched a new iD Mobile app!

Hi @Jeez, we’re sorry your experience with the new app hasn’t met expectations.I assume you’re currently on an unlimited plan? If so, we’re aware of the issue and hopefully should have a fix live in the next few days. If you’re not on unlimited, please send me a private message with your phone number and I can investigate further?We’ve purposefully only pushed the app to less than 1% of customers so far. This is so we can quickly get feedback from people (like yourself) and fix problems before rolling it out to a wider audience.Please be assured that your issues should only be temporary. This app version is just the start, and we have lots of great updates to come in future.Thanks,Kieran

Unable to connect to iD MobileINVESTIGATING

Hi @vandelay,Thanks for the feedback. I’ve reached out to you by private message. If you could share your mobile number through there, we can then investigate what is happening.Thanks!Kieran

posted in Your Phone & SIM.

iD Mobile App, text too small on phone and tablet

Hi @dropcall,Thanks for sharing your feedback. The good news is that we’re launching a brand new app very soon which improves the text sizing. The current app is now very old and no longer fit for use. We’re limited in what updates can be done to it, including the text sizing.There are no plans for dark mode just yet, but we’ve got loads of improvements coming in the following months.Hopefully you’ll like the new experience :)Cheers,Kieran

RaywNewbie

asked in Ask a question.

Unreadable PDF bills on ID app

Hi everyone,We're sorry you're experiencing issues viewing your bills on iOS and Mac. I'm happy to say that we've got a change going in next week (planned for Tuesday, the 5th of March), which will fix the issue for all future bills. The change is not related to the iD Mobile app; it's specific to bill generation. The iD Mobile app just provides access to the bill files.The problem has been caused by how Apple's latest PDF viewer handles fonts. Fonts were handled correctly up until a recent update. We’ve had a ticket open with Apple, but are yet to get a confirmation of a fix.As mentioned in this thread, the workaround is to use an alternative PDF viewer. For example, Adobe Acrobat or even Google Chrome. These render the bills correctly. We recognise this isn’t ideal and very much look forward to the issue being resolved!ThanksKieran

Sacha ClementsNewbie

posted in Your Phone & SIM.

downloaded bill

Hi Sacha,This unfortunately is caused by the latest iOS and Mac preview. If you download the bill and open it in another PDF viewer (e.g. Adobe reader), it will appear fine.We have a ticket open with Apple and are also looking to provide a change to our bills in the next couple of weeks to work around the issue.Sorry for the inconvenience with this!Thanks,Kieran

iD MobileiD Mobile Employee

published in Community Archive.

Emergency Alerts Test Message Not Received

Hi @Angeledw ,Please be assured that we’re working with our network partner and the appropriate government agencies to ensure the new alerts system works for everyone as expected. We take this very seriously and understand its importance for our customers.The new alerts system will not be rolled out for real emergencies until it functions correctly across all networks. There is still a lot of work to be done before it is put to use.Hope this helps,Kieran

iD MobileiD Mobile Employee

published in Community Archive.

Emergency Alerts Test Message Not Received

Hi @Sam Moss ,@Nettles is correct. This alerts system is new and not quite ready for real emergencies. The purpose of the test was to get the system ready, and it’s now clear there are a few things that need to be ironed out. This is not specific to iD Mobile but all networks will form part of the review and share their feedback. It’s quite normal for issues to appear when testing new technology, so you shouldn’t be concerned. If there was a real emergency, the government would likely use existing communication channels that have worked well for many years.Hopefully this helps :)Thanks,Kieran

iD MobileiD Mobile Employee

published in Community Archive.

Emergency Alerts Test Message Not Received

Hi @Tessa Black ,The government and their agencies will set the next test date, and we will share this with customers when it becomes available.There appear to be many phone users from different providers across the UK that did not receive the message, so I expect the government alerts team will want to perform a full review before scheduling another test. Thanks!

asked in Your iD Mobile Account & App.

Why when I try to login it goes to Japan?

Hi @Stoddy61 , @andewhite ,Not sure how that happened but it should be sorted now. If you’re still experiencing the issue, please clear your cache/cookies and try again.Good spot @andewhite.Thanks,Kieran

Eddie WhiteCivilian

posted in Community Archive.

poor 5G help

Hi @andewhite ,Interesting info from Smarty there, but I’d be cautious with those figures. As you’ve mentioned, they are theoretical and probably in perfect conditions. Customers in the UK (across all networks) are unlikely to get speeds like that in the immediate future. The latest 5G speed test awards page has some good info - https://www.speedtest.net/awards/fastest-5g/. According to independent tests, Three had the fastest UK 5G network with median download speeds of 292.57 Mbps and median upload speeds of 13.44 Mbps. Pretty quick!Hopefully, you find that interesting :).Cheers, Kieran

Eddie WhiteCivilian

posted in Community Archive.

poor 5G help

Hi Eddie,While these speeds aren’t quite as quick as what is possible on 5G, the download speeds still look pretty good! Better than 4G, and from a usability perspective, you’ll be able to do a lot at that speed! A full-definition Netflix video, for example, requires a download speed of around 5 Mbps. The 5G network is continuing to be rolled out and will keep advancing. It should only get better :).Have a great dayThanks,Kieran

iD MobileiD Mobile Employee

published in Community Archive.

Ukraine - Stay connected with free calls & texts

Hi @richardawest ,Yes, calls from Spain are deemed roaming calls, so are outside the scope of this support. In this instance, UK customers means customers that are based in the UK and calling Ukraine numbers.I’ve updated the article in an attempt to make it clearer. Have a good evening,Kieran

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