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iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Edit plan details.

How do I update my Customer Services PIN in the iD Mobile app?Tutorial

Here you’ll find out how to update your Customer Services PIN in the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started.  How to update your Customer Service PIN in the iD Mobile App.  Your Customer Service PIN makes it even easier to speak to our Live Chat agents. You can update your Customer Service PIN at any time in the iD Mobile App - here’s how: 

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A
Civilian
7 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Announcements.

iD Mobile app & My Account online are unavailable for some users.

Following a recent update, we understand that customers are experiencing problems when using the new iD Mobile app and My Account online (my.idmobile.co.uk) and are facing issues such as: Being unable to register during busy periods. Seeing an intermittent “Oops! Something went wrong.” error message. Not receiving their one-time passcode via SMS during the registration process. Over 100,000 customers have successfully registered, and can log-in and use the iD Mobile app and My Account online as normal. For those who have not yet registered and need to manage their plan, here is a list of actions that can be completed without using the iD Mobile app or My Account online.  For Pay Monthly customers, here’s everything you need to know: Action. Alternative method. Check my Usage. Call our Automated Phone Service (7777 using an iD Mobile SIM, 0333 003 7777 from any other device). Purchase an Add-On. Contact us on Live Chat.* Purchase a Seco

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K
Newbie
2 hours ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM card.

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

If you receive a new SIM card from us and it doesn’t seem to be working, we recommend you check a couple of important things first: 1. Check your coverage Use our handy online coverage checker to find out the signal strength in your area. You can search by postcode - so you can check all the places you usually use your phone, like your home and work addresses. And you can view both 3G and 4G coverage. Need more info on this? Read our ‘How to check coverage’ article. 2. Are you using a compatible handset? If your handset isn’t approved/compatible with iD Mobile, your ability to use our services may be affected. Click here to view our list of approved and compatible handsets. All the handsets we provide with an iD Mobile plan are compatible with our network, as you’d expect. So if you’ve got one of those you should be fine. If you purchased a SIM only iD plan and are using an iD compatible handset you bought elsewhere with it, you should also be fine! Tried the above and it’s sti

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Tom
iD Mobile Employee
23 hours ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Articles and competitions.

How to prevent fraud and nuisance texts and calls

Nuisance calls and texts are to take you away from that Netflix episode, platform game or group chat. Recently, we’ve been made aware of several fraudulent calls and texts affecting iD customers, so it’s worth knowing how to report it and prevent it from happening again, should you be affected.Whether it’s a bogus call about an ‘accident’ that you never had, a ‘smishing’ text claiming to be from someone they’re not, or even a legitimate company trying to sell you stuff you’re not interested in, there are a few things you can do to stop it. We’ll show you how. What is ‘smishing’?‘Smishing’ is essentially phishing via text message. These messages fraudulently claim to be from reputable organisations like network operators, energy companies or retailers, in order to get the recipient to give personal information like passwords or bank details. Unfortunately, it’s a common practice because on the whole, we tend to be less diligent with our texts than our emails.If you receive a text that m

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boothy99
Newbie
22 days ago
David Clover
Newbie
David CloverNewbie
posted in Device & Phone Support

network down, no call or Internet

Hi, I cannot make calls or use Internet. I have tried restarting my phone and no joy. Is your network down again.

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Tom
iD Mobile Employee
5 days ago
A
Newbie
andyk58Newbie
asked in Upgrading or Changing Your Plan

Live Chat

Where is Live Chat? It doesn’t seem to appear anywhere

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R
Newbie
29 days ago
G
Newbie
GWi11Newbie
asked in Device & Phone Support

RCS Messaging using old number

Hello!I am new to ID Mobile. I had my new sim which put in to my new Google Pixel 7. Then ported my number to ID from O2 via PAC code.Everything has ported fine apart from RCS (Google Chat) messaging. If this is turned on the message sends from my temp ID Mobile Number - So the recipient see that temp number and not the number ive ported over.Things I have tried to resolve the issue without success so far:Cleared Messages Cache Cleared Google Play Cache  Cleared Google Services Cache Turned messages off,  Turned phoned off, waited for 30 mins, turned both back on Used Google RCS De-register service and entered my phone number. I also contacted live chat who to be honest seemed rather confused and didn't understand and tried telling me RCS was chargeable and i would need to up my cap (although I'm on unlimited data and its a data service 🤷🏻)Any kind folk out there go any bright ideas to get it working? TIA

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Rémi Flament
Civilian
24 days ago
T
Newbie
Topman1031Newbie
asked in Device & Phone Support

app not working website not working

Seriously id  what is going on. Can't log in  can't even register to the app. Your quick enough to take payment. 

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Kash
iD Mobile Employee
1 day ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Ask a question.

Welcome to the ‘Ask a question’ subforumF.A.Q.

This is the place to come if you’re not sure which category to post your question in! Ask it here, and we’ll move it to the right place so that your fellow members can find and answer it. To help others help you, try and include as much info as possible in your question, including your handset type (if applicable). If you can't find your post after it’s been moved, you’ll be able to see it by clicking the ‘Topics’ category in your profile menu (to get there, click your username in the upper right-hand corner). Got a question? Then go ahead and post it below!

10032236
A
Newbie
5 days ago
Nikhil P
iD Mobile Employee
Nikhil PiD Mobile Employee
published in Announcements.

We've launched a new iD Mobile app!

We’re thrilled to announce that we’ve launched a new iD Mobile app packed with great new features and improvements!Over the past year, we’ve been working hard on completely redesigning the iD Mobile app. The new app has been built with our customers’ feedback at the forefront of design and development, so we’re confident that anyone who used the old iD Mobile app will really appreciate the improvements.So, what’s changed?Manage multiple plans – If you’ve got more than one iD Mobile plan, you can now manage them all from a single login. No more logging in and out! New design - Whether you’re checking your allowances, changing your Bill cap, or updating your personal info, the new app has been designed to make sure you’re able to do exactly what you need – easier than ever before. Improved performance – The new app uses the latest technologies to improve stability, performance, and security.   If you’re new to iD or have the old version of the app, you can download the new version from t

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daveyboy
Newbie
56 minutes ago
A
Rookie
andywills8844Rookie
posted in Ask a question.

ID Mobile's signal coverage is just terrible, & getting worse.

Since switching to ID Mobile the signal coverage on my phone is just terrible, & it’s getting worse.It doesn't matter where I am in the country ( inside or outside ), the signal on my phone is so weak, & if I am inside I can pretty much guarantee that the signal on my phone will be so weak that I won’t be able to use the internet, & sometimes it will be so weak that I won’t even be able to make calls, & this from a mobile network provider that claims to use the 3 network, & claims that their network covers 99% of the UK.The only way I can get a slightly better signal with ID Mobile is when I turn my phone to 3G only ( manual not auto ), but again, not without the problems mentioned above, but even if I do this my signal can still be full one minute & dead the next, even when I haven't even moved anywhere.Also, it seems that I’m not the only one with signal coverage issues when it comes to the ID Mobile network as masses of ID Mobile users are complaining about t

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Tom
iD Mobile Employee
6 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Articles and competitions.

How to stop nuisance calls and textsF.A.Q.

Are you getting nuisance calls or texts on your mobile? You know the kind of thing – offers to help with PPI claims or ‘that accident’ you’ve just had, or perhaps even perfectly legitimate companies trying to sell you stuff you just don’t want. If so, there are a few things you can do to stop them. Read on for details… Be careful what you’re ticking To prevent nuisance calls, be careful of any online forms that ask you to fill tick-boxes that say something like “I give permission for third parties to contact me by phone” or “I give you permission to contact me by phone”. Don’t tick them if you don’t want to be contacted! Register with the Telephone Preference Service The best way to stop nuisance calls is to register your number with the Telephone Preference Service. They’ll then add you to their list of numbers that don’t want to receive sales and marketing calls. It’s illegal for a company to call numbers registered with the Telephone Preference Service, so registering should scare

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boothy99
Newbie
22 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Legal stuff.

Customer Survey - Terms & Conditions

Terms & ConditionsWho is eligible?Everyone opting in to be entered into the prize draw at the end of iD Mobile’s customer surveys will be included in the monthly prize draw.What do I get? The first chosen winner will receive £100 of Currys vouchers.  The second and third chosen winners will each receive £50 of Currys vouchers.When will I know?Winners will be selected by the third working day of each month from all survey responses submitted in the previous calendar month.  Winners will be notified via email by the fifth working day of each month and will receive their online voucher code within this email.Who will conduct the Prize Draw?The prize draw, including the selection of winners and administration of vouchers, will be undertaken by iD Mobile iD Mobile accepts any liability or responsibility for voucher codes that are lost, expired or voided, nor for any consequences arising from the purchase of goods or services made with the vouchers. iD Mobile reserves the right to discon

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anzelika
Newbie
28 days ago
L
Newbie
LauraHNewbie
asked in Ask a question.

I want to speak to someone at iD Mobile

I have just joined iD Mobile and having big coverage issues, despite there being 4G in my area. I tried using the Live Chat to address this issue but it gets me nowhere. I would like to speak to a person on the phone, as I will have to move networks if I can’t get this resolved. Please can you give me a telephone number to call? Thanks Laura

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Kash
iD Mobile Employee
1 day ago
Jonty Soper
Novice
Jonty SoperNovice
posted in Ask a question.

April 2024 - Mobile app and My Account outage

Good evening.The last few days have seen an inability for iD customers to use their online accounts.  This has affected usage via the web but also the “new” app.Whilst everyone has been impacted, this unplanned outage seems to have hit new customers hardest.  But the fallout has also been hurting existing customers and in various ways.I consider myself lucky.  Just before the outage kicked-in, I was able to action an upgrade, not that I can log-in to check specifics or see details.  Thankfully iD’s emails have been flowing at least.This Community forum has seen iD staff or associates doing a great - albeit difficult - job as always.  But where are formal comms?  Relying on Webchat support is “okay” but seemingly doesn’t always work.Anyone else feel this is a Change Management nightmare?  Bad comms?  No urgency?  The sense of being cut off?  And WHO is really listening?I generally enjoy being an iD customer but what I’ve seen and heard in recent days is painful.  I recall that years ago

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Matthew Thompson
iD Mobile Employee
10 days ago
WilWel
Civilian
WilWelCivilian
asked in Roaming & International

Roaming in Tenerife

I am going to Tenerife for a week and don't want to get roaming charges. Please advise.

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Kash
iD Mobile Employee
29 days ago
Oldrocker
Rookie
OldrockerRookie
asked in Getting started with iD.

Currys voucher

Hi I started a new contract with a Google pixel 7 a week ago and part of the deal was a Currys £100 voucher, any idea when and how I should receive it please?

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Kash
iD Mobile Employee
19 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Announcements.

🚨 Call issues affecting some customers.

We’re aware that some customers are experiencing issues making calls or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.Our network partner is working on investigating the issue. We apologise for any inconvenience these issues may have caused.iD Mobile

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Tom
iD Mobile Employee
14 days ago
G
Rookie
gauge_bosonRookie
posted in Ask a question.

A better way to use WiFi calling!

Hi all!I just joined iD Mobile with a brand new Samsung A34 5G 256GB/8GB phone on their unlimited everything package; it was an amazing deal, and so far, I am very impressed with both the mobile and iD support.I have started this conversation because, having trawled the Internet, the most relevant question/answer I found was on this very forum about a year ago; however, the 'solution' was a workaround as opposed to a proper fix, and, as an engineer, I like to find the best possible solution to a problem.WiFi calling, together with a solid WiFi signal linking you to a high bandwidth Internet connection, should be the most brilliant solution to a poor cellular signal at home or work, but unless you can keep it locked on when needed, chocolate teapots and fireguards come to mind 😉.For those not familiar, by default, when you activate WiFi calling, it is in 'prefer cellular' as opposed to 'prefer WiFi' mode. What does that mean? Well, prefer cellular means that if there is even the tinies

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A
Civilian
10 days ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Viewing & understanding your bills.

Why am I seeing random characters on my bill?

This is an issue impacting iPhone users who are on iOS 17 or later. The problem occurs when viewing a PDF bill within the iD Mobile app.This has now been fixed, and any bills issued after March 6th, 2024, will appear as they should.  However, any bills issued before this date will continue to appear with random characters when opened in the iD Mobile app.If you would like to view an older bill on your iPhone, you can do so by opening the PDF bill using the free Adobe Acrobat Reader app.Here’s how:View a PDF bill in the iD Mobile app. Click the arrow icon in the top left corner. Select ‘Open in Acrobat’Your bill will now open in the Acrobat Reader. 

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iD Mobile
iD Mobile Employee
28 days ago
T
Newbie
TimborjNewbie
asked in Getting started with iD.

PAC code problems

Hi. I got my pac code and my old number has transferred over no problem.  However on the ID Mobile app it is still showing the ID mobile number that I was given and not my transferred old number. Can anyone help? Thanks. 

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Kash
iD Mobile Employee
29 days ago
M
Newbie
MrsKB1982Newbie
asked in Ask a question.

Anyone else unable to log into ID mobile app?

I see this is a recurring issue, but today when I attempt to open the app, I'm diverted to a Web page to "re-register." Upon doing so, I'm asked to add my mobile number, then get an error message "oops, something went wrong." Anyone else? 

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D
Newbie
18 hours ago
E
Newbie
Emma WhitfieldNewbie
asked in Bills & Charges

cant make calls due to reaching capped limit but on unlimited

I can't make outgoing calls. It says I have reached my capped limit however I have unlimited calls and use WiFi calling at home. What can I do. 

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Tom
iD Mobile Employee
6 days ago
B
Rookie
BlandyRookie
asked in Device & Phone Support

WiFi calling on Pixel 7

How do I use WiFi calling on my ID Mobile Pixel 7? The cellular signal is awful in my house.I bought a Pixel 7 from ID Mobile, have selected WiFi calling in the settings, but no calls are made via WiFi.The Pixel 7 does not appear in the supported WiFi calling phones supported list on the ID mobile self help section.Searching the internet and this forum suggest that ID mobile need to specifically whitelist the pixel 7 for WiFi calling on their own systems. 

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B
Civilian
9 days ago
Donna Armstrong
Newbie
Donna ArmstrongNewbie
asked in Getting started with iD.

My number was fraudulently ported to another network and Its been nearly 14 days and ID mobile still hasn't sorted this

Please Help… I am losing my mind over this.  Firstly someone hacked my ID mobile account and requested a PAC code to port to another network.  As soon as my I knew there was an issue I contacted ID mobile.  This was almost 2 weeks ago and even though a new sim has been sent out and the PAC number has been retrieved back from another company.  I still can not get onto the network.  despite the numerous online chats and promises of “it will be another 48 hours our tech team are dealing with it”  nothing is happening.  I have asked on many occasions for the Tech team to contact me.   I am just going round in circles.  

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Tom
iD Mobile Employee
5 days ago
Terms & Conditions
Why iD Mobile?