Hi, I have just transferred to iD and I'm a bit confused about the PAYG charges for voicemail.In the FAQ section for voicemail it states - Does it cost anything to use voicemail in the UK?The calls you make to voicemail come out of your monthly minutes allowance."If you run out of minutes you'll be charged the standard rate for using voicemail, which is 40p per minute (with a one minute minimum call charge).You'll also be charged the standard voicemail rate if you use the call back service within voicemail." But in my account on the web and in app, it states on out of bundle PAYG charges -"Our charges.Out of plan charges.Calls (Per minute)Calls to voicemail 3p" Which is correct? Thanks

I got a new phone through Carphone Warehouse, and selected that I wanted to keep my old number. I ended the PAC code etc, and all seemed to be fine. But now I have my iD SIM (due to switch on tomorrow), I’ve been sent a new phone number which I didn’t want.I’ve tried to follow the steps in the email, but I keep getting an error: “We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.” I have tried to format my surname with all caps/no caps etc, but nothing worked. When I contacted support, all they said was to get a new PAC number, but my old provider (Virgin) is just giving me the same one. Is there a fix for this? I do not want a new number.

Hi I placed two ordered for a Google Pixel 7 on the 29th of Jan. Both of which stated I would received a £100 gift card.I have attached a screenshot of the order confirming the gift card confirmation to avoid any confusion.I look forward to a quick response on this. 

My PAC code expired and my phone service already terminated and I my old phone number is gone. Very important number for me. Please get me a new PAC code. Thanks 

Hi. I've identified a sim only £6 contract for my daughter for her first mobile phone. I am an existing customer with you and have my own contract. How do I get my daughter this sim only contract without impacting on my own contract - my worry is that the system may think I want to replace my existing contract with this new one for my daughter. I want a new contract for my daughter to run alongside my existing contract. Can I have two contracts assigned to me? Thanks. 

I have entered all the correct details, and I have checked them several times - PAC code, numbers etc, but get this -We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try againWhat is wrong?

HiAm interested to know how WiFi and 4G calling is working (or not) for others. My device is a Google Pixel 6.On my old network, if I'm somewhere where I have WiFi and its signal is stronger than the network's, the outgoing and incoming calls will automatically switch to the WiFi signal. I've noticed on iD however that it only switches to WiFi when there's no network signal - I did a test to see if WiFi calling would work by switching to aeroplane mode and switch WiFi on. As soon as I come off of aeroplane mode, calls would route back through the network signal even if WiFi was stronger. Is this normal behaviour on iD?4G calling doesn't seem to be working either, or at least not how I expect from my experience on previous network. Previously I would know that I was utilising 4G calling because there would be an HD icon next to or under the phone number. In the history it would also show this HD icon next to the calls that used 4G calling.Many thanks

 I am trying to switch to iD Mobile using a PAC.  When I do so I get the following error message: We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again. I have triple checked all the details have been entered correctly ie PAC, Last Name, Old Number, New Number and Transaction Code.I can not access the Live Chat and am being sent round in a circle by the iD mobile’s ‘how to contact us’ guidance Also, there is no useful information immediately apparent on this community siteI do not know why I am receiving the error message or how to proceed.Can anyone offer any help?

Hello, I need one of these for my insurance, however it seems impossible as I can not speak to anyone at ID…I have seen that som people have written similar things and have been contacted personally. The Insurance is looking for a Proof of usage document with the below info on it. Proof of usage document – A Proof of Usage must confirm the make and model of the device, the first and last dates the device was used with your SIM card, along with the IMEI number and/or serial number. Your network provider will be able to provide this, but please note a Proof of Usage is not an itemised bill.Thanks! 

Hi! My husband is having trouble calling me, he is on 1p mobile and they suggest that the fault is with me 😮 !!! When he calls me he gets the message 'sorry your call cannot be continued'. I've checked that I've not accidently blocked him. I've taken by sim out and put it back in, etc. I would be grateful if anyone has a fix! Thank you 🙂 

Hi, I made an upgrade order on Sunday 9th April, I received the acknowledgement email, then a second email about 30 mins later: Dear Mr RHODESThanks for shopping with iD Mobile.We have now processed your order. You will receive an update with tracking details once it has been dispatched.We hope you enjoy your purchase.Kind Regards,The iD Team Does this mean the order has been accepted? I haven't heard anything else since this email (though it has been bank Holiday so that might be why) Thanks 

So my plan has increased in cost due to the recent price increases. When I am logged in to my account, in the option to change my plan - it is now showing 2 options which are cheaper than my current plan with more benefits to them. I thought the change my plan options were meant to cost more than my current plan? If I went ahead and chose one of the cheaper options, is it likely that they will change once applied and have a rpi increase like my current bill, ending up being even more than what I am currently paying? Anyone done this or aware?Thanks

All sorted now ty x

Can you please help me cancel the contract for my dad that has passed away. Your online chat is unbelievably busy and its getting very frustrating!

Hi all, new member here.Is iD54.0 the most up to date Network Provider detail? Ever since updating to IOS 16.4.1, I cannot send iMessages and Apple support have asked me to check with iD. I think it’s an iPhone software issue but Apple won’t help further until confirmed with iD that my settings are up to date. Thanks in advance 

Trying to do this but keeps giving an error. All details are 100% correct. Live chat on this doesn't seem to be working and can't find a number anywhere to call...

Had no problems with my SIM until I travel to Budapest this weekend on arrival my SIM was not recognised and now I am back home I still have the same issue 

I'm on PAYG and pay £10 bundle but I can't make calls or anything, it says I've reached my cap but I haven't used any data and my calls and text are unlimited

I recently purchased a new contract phone via uswitch. This purchase was not an upgrade via ID mobile so the old contract hasn’t been cancelled, it is a separate contract. I would like to add the new phone to my existing account, cancel the old contract and keep my old number (also on ID mobile) on my new phone.   I can’t seem to get in contact with ID customer services because of covid, nor can I get on the live chat feature.  Any Help?

HelloCould any member of the team please private message me the complaints number to call? I already have a complaint in place with a reference number, I'd just like to relay/query a few things and also add to it.It's worth noting I have also emailed your social queries and documents@id email addresses several times over the past week quoting my complaints reference number and haven't received a response, just highlighting in case you suggest I email them.I had the number saved previously but can't seem to locate it on my emails.@Kash @Tom @Mohammed Thanks

Hi, there’s a plan showing on my Upgrades page that is same price as my current plan (£5/month) but with more data (3GB)I’d like to change to the new plan, but I don’t want to have to give payment details again, get a new SIM, move phone number, etcWould you be able to change my current plan to match one shown on your Upgrades page?Thanks

phone is realme gt2 pro which uses same software as OPPO and it does have 5g as i have tested this with other sim cards , i can even force the 5g on ID but i have to do this on every single restart with app because of ID restrictionswhy dont you enable like all the other operators for the phone to detect the 5g properly automaticallythinking of switching after few years because of thisdont tell me sorry your phone is not supported in our list , you will lose lots of customer because of a simple integration which every other operator did  after the manual selection i can have 5g but i lose it after restart because of ID 5g cant get recognised automatically so i have to switch again manually  

I have recently taken a contract out with Id Mobile. I have tried to register with with ID Mobile both online and on the app. It will not send me a security code text to allow me to register. I have tried several times, re-sending etc. It has never sent one security code. FYI the signal is fine, receives calls etc.Secondly I cannot transfer my old number. I have the PAC. I have gone through to the switch ID Mobile page filled in all the details. I get the error message:“We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again.” I have checked and re-entered all data numerous times. I still get the error message. So I cant register and cannot switch my number. Great start to ID Mobile.

I would like to exchange my upgraded handset,  I arranged the upgrade via a telephone sales person 2 days ago but when the handset arrived i realiesed it was smaller than I expected. as I am with the 14days cooling period can the handset be exchanged ?

Considering getting a PAYG sim and want to confirm if I would be able to use the data in Spain without any extra charge.Checking here I can see that I can use it but want to confirm that and see if there is any extra price I would need to pay. A year ago, they mentioned that there would be no roaming charge here.If I travel to Spain, would I be able to use the entire data? Or there is a limit when roaming for PAYG?As well, I could not find anything about the payment. Would I need to set up a Direct Debit for a PAYG or a pre-paid card for this?  Regards,Diego