Topics started by iD Mobile

708 Topics

iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Plan.

How do I block my SIM in the iD Mobile App?

Here you’ll find out how to block your SIM in the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to block your SIM in the iD Mobile App.   

360
iD Mobile
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Bills

How do I make an outstanding payment in the iD Mobile app?

Here you’ll find out how to make outstanding payments in the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to make an outstanding payment in the iD Mobile app. We understand that circumstances can change, and you might find yourself in a situation where it’s hard to pay your bill. To help you out, we've written a useful community article that explains what to do if you're experiencing problems paying your bill. Outstanding payments can be paid in the iD Mobile App, just follow these steps:   

1030
iD Mobile
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Plan.

How do I purchase an add-on in the iD Mobile app?

Here you’ll find out how to purchase an Add-on to the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to purchase an Add-on in the iD Mobile app. Add-ons are a great way to top up your data and minutes. They can be purchased at any time in the iD Mobile app. Here’s how:   

760
iD Mobile
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Onboarding.

How do I add my plan to the iD Mobile app?

Here you’ll find out how to add your plan to the iD Mobile App. You can add your plan when registering for the iD Mobile app – or additional plans at any time. Not registered for the iD Mobile App? Check out this helpful community article to get started. Adding a plan when registering.  Adding additional plans.  

3300
iD Mobile
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Onboarding.

How do I log in to the iD Mobile app?

Here you’ll find out how to log-in to the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to log in to the iD Mobile app. Logging into the iD Mobile app is simple – you’ll need to use the email address and password you set when registering. Here’s how:  Forgotten your password? No problem - it happens to all of us! Simply follow the steps in this article to reset your password.

8450
iD Mobile
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Community Archive

🚨 RESOLVED: Network issue and problems accessing the iD app.

We’re currently experiencing a network issue that is impacting some customer's ability to make and receive calls and use mobile data. The iD Mobile app is also unavailable for some customers, as it’s getting a high volume of users. This includes my.idmobile.co.uk.We’re working with our network partner to get everything up and running as soon as possible, and we’ll post further updates on this thread as they become available.We apologise for any inconvenience these issues may cause.iD Mobile**Updates**  

98338327
Abdul Hamid
Rookie
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM.

How do I get a PUK code to unblock my SIM?F.A.Q.

If you enter the wrong PIN to unlock your phone too many times, you might block your SIM. If this happens, you’ll be asked to enter an 8-digit PUK code to unblock it.To get your PUK code, please can get in touch with our agents via Live Chat. Our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and bank holidays.

1634234
Kash
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Community Archive

🚨 Resolved: PDF Bills cannot be viewed.

We’re currently experiencing a technical issue impacting customers ability to download and view PDF bills in the iD Mobile app and My Account online. Our Live Chat agents are also unable to view PDF bills on behalf of customers.Our technical team are currently working on resolving the issue.We apologise for any inconvenience caused.iD Mobile**Updates** 07/02 9:30 AM: The Technical Team have applied a fix which has resolved the issue for most customers. They have advised that 10% of customers are still effected, and unable to download PDF bills.  07/02 2:00 PM: Our Technical team have advised that this issue should now be resolved for all customers.  

535586
I
Civilian
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Legal stuff.

Currys Gift Card Competition - Terms and Conditions

1. No purchase necessary.2. The closing date for entries is 23.59 (GMT) on 24 October 2022. The prizes to be won as follows:3. Fifteen prizes will be awarded: 2x £100 Currys gift card; 3x £50 gift card; 10x £25 gift card4. This promotion is open to all UK residents aged over 18 years (except for employees and their families of the Promoter and their group of companies, agents (including affiliates), suppliers and anyone connected with this promotion).5. Only 1 entry per person is permitted, duplicate entries will not be entered into the draw.6. The Promoter may, in its absolute discretion, disqualify any entries which it feels do not comply with these terms and conditions or where any form of bad faith is suspected.7. The entry must be submitted personally by the entrant by clicking the "Enter now" button on the email sent on 14/10/22 entitled "Win a Currys gift card worth up to £100". Entries by third parties, collective entries or multiple entries will be disqualified.8. The Promoter

62211
Galway1
Civilian
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Announcements.

🚨 RESOLVED: 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.We’re working with our network partner to identify and resolve the issue as a top priority. We’ll post further updates on this thread as they become available.We apologise for any inconvenience these issues may have caused. **Updates**16/01/20244.30 PM: Our network partners have identified what is causing the issue, and working on resolving it. 9.00 PM: The team are still working on resolving the issue. Also, due to a high number of customers attempting the access the iD Mobile app and My Account online, some customers may experience issues being able to log in. If you do have any issues logging in, please try again after a couple of hours. 10:40 PM: The network issue has now been resolved. The team will continue to monitor the network throughout the

1145276
Kash
iD Mobile Employee
2 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting started with your new phone.

How do I fix the 'Not delivered' error when I text someone on my iPhone?

Please note:  If you get error messages when activating iMessage or FaceTime, check out this Community Article instead. If you have an iPhone and get a “Not delivered’ message when you send a text, despite them receiving the text, your iPhone may not have the correct mobile number saved. This usually impacts customers who pop their new SIM into a new phone, then switch their number over. Don’t panic, we’re here to help: Step 1 - Check for Software Updates. Updating to the latest version of iOS software provides the latest features, security updates and bug fixes. It’s easy! Here’s how: Open ‘Settings’. Tap ‘General’. Tap ‘Software Update’. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Supportarticle for more information. If you see ‘iOS is up to date’ - you’re good to go!  Step 2 - Check Date & Time. Er

26790
iD Mobile
iD Mobile Employee
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting started with your new phone.

How do I fix iMessage or FaceTime issues after I switched?

Please note: If you get a “Not delivered’ message when you send a text, check out this Community Article instead. Using an iPhone and experiencing one of the following issues with iMessage or FaceTime after you switched your number to iD Mobile? iMessages or FaceTime calls are being made from your temporary mobile numberOr Seeing one of these error messages: “Waiting for activation” “Activation unsuccessful” “An error occurred during activation” ”This Phone Number Cannot Be Used by iMessage and FaceTime.” Don’t panic, we’re here to help.  Please note: iMessage and FaceTime are services provided by Apple, not iD Mobile. If you continue to experience issues activating iMessage or FaceTime after following our steps, please contact Apple Support. Step 1 - Check for Software Updates. Updating to the latest version of iOS software provides the latest features, security updates and bug fixes. It’s easy! Here’s how: Open ‘Settings’. Tap ‘General’. Tap ‘Software Update’. If you have an

39340
iD Mobile
iD Mobile Employee
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting started with your iD Mobile plan.

Getting started with your new Android phone

So, you’ve just bought a new Android phone – how exciting! Before you get going, you’ll need to set it up first. But don’t worry, whether it’s a Samsung Galaxy S22 or a Google Pixel 6, the process couldn’t be simpler. Here’s our easy-to-follow guide for getting started with your new Android phone. How to insert a SIM into an Android phoneFirstly, you’ll need to locate the SIM card slot. This is usually on the side of Android phones, roughly halfway down. Your new phone will come with a pin (a small SIM ejection tool), but if you misplace it or don’t have one, a paperclip can do the job just fine. Insert the pointy end of the pin into the tiny hole of the SIM tray  Once the SIM tray pops out slightly, gently pull the SIM tray out Then, pop your new Nano SIM from the iD SIM packaging Place it in the tray – the gold contact should lie flat and face downward Insert the SIM tray back into your new Android phone until it clicks into place  Turn your new phone on – ‘iD Mobile’ will now appear

301038
D
Newbie
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Edit plan details.

How do I update the email associated with my plan in the iD Mobile app?

Here you’ll find out how to update the email associated with your plan in the iD Mobile app. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to update the email associated with your plan in the iD Mobile app.  Updating the email associated with your plan in the iD Mobile app is simple. Just follow these steps:  

3840
iD Mobile
iD Mobile Employee
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting started with your iD Mobile plan.

Currys Gift Cards: Everything you need to know

How do I use my gift card or eGift card? What will happen if I return something I bought with a gift card? How many gift cards can I use online? Gift cards and flexible credit When will my gift card balance expire? Is there a way to check the balance on my gift card? I have a paper voucher, can I use this online? How do I use my gift card or eGift card?All Currys gift cards can be redeemed in store or online. If you’re shopping online, you’ll be asked to enter your gift card number at the checkout.The first 6 digits of your gift card number will be pre populated. You will need to enter the remaining digits. Scratch off the silver foil to reveal your gift card pin number on gift cards, or the 4 digit pin number displayed on eGift cards.Once you have inputted your gift card number and pin and selected add, your available balance to use will be displayed. You can amend the balance by clicking edit.If you don't use the full value of your gift card, the remaining balance will be left on you

1397294
Rich Giles
Newbie
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Contacting iD Mobile

Live Chat opening times over Christmas and the New Year.

We mention it a lot throughout the year, and yes, we may be biased, but really, the best place to access help and support with iD Mobile services is right here, on the iD Community. With around 89,000 members and many iD Superheroes among them, the Community and Help Hub is the fastest place to find the answers you’re looking for.Simply search for the question in the top search bar to see if someone’s asked it before, and if not, post it yourself! The Help and Support hub is available 24/7, and there’s always plenty of ace iD members, Superheroes and staff on hand to help.Of course, in the event that you can’t find the perfect solution here, you may want to speak to someone in person via Live Chat. We’ve got you! Here’s our Customer Service opening times from Christmas Eve going through to the new year:Date Day Holiday Opening times 24th December Sunday Christmas Eve 9am – 6pm 25th December Monday Christmas Day Closed

59190
iD Mobile
iD Mobile Employee
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Announcements.

🚨 RESOLVED: Switching services and realtime notifications are currently unavailable.

We’re experiencing a technical issue, which is affecting switching services and real time SMS notifications.This means you’re currently unable to: Request a PAC, STAC or leaving information via text, the iD Mobile app/My account online, or our customer services team. Submit your PAC or STAC via our switching site, iD Mobile app or My Account online.    Get real-time usage alerts Get one-time passwords to register for the iD Mobile app or complete forgotten password journeys.If you already have a PAC or STAC from your old network, our Live Chat team will be able to assist with submitting your switching request. If you need to register for the iD Mobile app, or need to process a forgotten password request, we recommend trying this later.Our technical team is working hard to fix the issue, and full service will be restored as soon as possible. We are sorry for any inconvenience this may cause.iD Mobile **Updates**2:00pm - All services are back online and available. 

9057
P
Rookie
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Community Archive

🔧 RESOLVED: Switching website is currently unavailable

We’re currently experiencing a technical issue impacting the switching website. This means you’re currently unable to:Switch to iD using https://switching.idmobile.co.uk/ Get your PAC, STAC or leaving information from the iD app or My Account online. Our customer services team are also unable to request a PAC, STAC, leaving info, or cancel your plan at this time.In the meantime, it’s still possible to request a PAC, STAC or your leaving information via textRequest a PAC by textText PAC DDMMYY to 65075 (DDMMYY should be your date of birth, for example, 301099 would be 30th October 1999) and we'll text you back with your PACRequest a STAC by textText STAC DDMMYY to 75075 (DDMMYY should be your date of birth, for example, 301099 would be 30th October 1999) We'll text you back with your STACRequest your leaving info via textText INFO DDMMYY to 85075 (DDMMYY should be your date of birth, for example, 301099 would be 30th October 1999) and we'll text you back with all the informationOur tech

4728
Ruthie Hobbs
Civilian
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Community Archive

Get your order in time for Christmas!

If you’re planning on ordering a Pay Monthly Phone or SIM only plan in time for Christmas, it’s best not to wait! During this busy period, if you want to receive your order for Christmas, we’d recommend ordering as soon as possible to avoid disappointment.Pay Monthly PhonesAll Pay monthly phone plans are shipped via DPD next day delivery. If you order your Pay Monthly Phone plan up until 8pm on the 21st December we’ll aim to get it sent out for next day delivery.Once your order is shipped you should receive an email from DPD with your delivery update and tracking number.Please note: Your DPD email may show that your delivery is coming from Currys (our parent company)SIM onlySIM only plans are shipped via Royal Mail and usually take between 2-3 days to deliver. If you want your SIM only plan in time for Christmas, you’ll need to order by Tuesday 18th December to ensure your order arrives in time.You’ll receive an email from us to confirm that your SIM only order has been shipped. There

1490
iD Mobile
iD Mobile Employee
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Switching to iD Mobile.

Switching over Christmas and New Year.

If you’re planning to make the move over to iD Mobile between Thursday 21st December (after 5.30pm) and Tuesaday 2nd January, it may take a little longer than usual to complete the process. But don’t worry! You’ll still be able to make the switch, whether you’re keeping your old number or leaving it behind.You won’t need to hold off on using your new iD Mobile plan until the switching process is complete, either. You’ll still be able to use your new plan, it’ll just take slightly longer to disconnect your old one. Just remember, if you are carrying your number over from your old network, your number won’t transfer over until your old account is officially disconnected.Here’s a breakdown of when you can expect your switch to complete, depending on the day you gave us your PAC or STAC code:Give us your PAC/STAC by: Date you'll switch to iD: Wednesday 20th December before 5.30pm Thursday 21st December between 8am and 10pm Wednesday 20th December after 5.30pm - Thursda

8240
iD Mobile
iD Mobile Employee
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting started with your iD Mobile plan.

How do I get started with iD?F.A.Q.

Here you can find out all the important steps you have to check when you first start with iD Mobile.  First, check out our quick video guide on getting started with iD. If you need any further information, you can find more detailed steps below this video: Steps to follow when you begin with iD MobileIf you’re new to iD Mobile, this is the place to find out how to get the most out of your plan. We’ve got loads of helpful and informative community articles to help you get up and running. Here are the most popular ones: Register and download the appYou need to register your account straight away. This allows you manage everything from your laptop. Even better, you can then download our free iD Mobile app and control everything from your phone – anytime, anywhere. You can find out more information about registering here or read on for step-by-step guide.   Here’s how you can register your iD Account online:   Go to the iD Account area  Click on the Register button and enter the following

46083943
Tom
iD Mobile Employee
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Announcements.

Service Update for customers whose mobile number originated with Vectone Mobile.

We’ve been made aware customers whose mobile number originated from Vectone Mobile may have had their mobile services impacted, affecting their ability to receive calls and texts from outside the iD or Three network.Why has this happened?We believe Vectone Mobile may have recently ceased all UK operations.When you switch your number between networks in the UK, it always stays registered with the network from which it originated. When you make or receive a call or text, it is first routed to the network who originally supplied the number and then forwarded (onward routed) to the network currently serving the customer. Due to this situation, calls and texts cannot be routed reliably, therefore any mobile number that originated from Vectone Mobile will face ongoing service issues - regardless of what UK network they are currently with.What is the solution?We have worked closely with other networks to find a solution, but unfortunately, the only way to restore full service is to change you

17510
iD Mobile
iD Mobile Employee
4 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM.

When do I need a new SIM?

We can think of five occasions when you’ll need a new SIM card from us. These are: 1. When you join iD Mobile. 2. If your SIM is lost or stolen. 3. If your SIM gets damaged. 4. If you upgrade with us, and your new phone takes a different SIM size. 5. If you get a new phone from elsewhere, and it takes a different SIM size. If any of these apply to you, here are a few more details to help you out: 1. You join iD Mobile. When you join iD Mobile, we send you a shiny new SIM card with three different sizes on it (standard, micro and nano). You just need to choose the size you need and push it out from the perforated edges. Then pop it into your phone and you’re good to go. 2. Your SIM is lost or stolen. If your SIM is lost or stolen, you need to contact us as soon as possible and ask us to place a bar on your account. This stops any unauthorised usage. At the same time, you can ask us to send you a replacement SIM. Visit our lost and stolen webpage for more inform

2271219
Tom
iD Mobile Employee
5 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Fraud & phone security.

How do I report a fraud?

If an iD Mobile contract has been taken out without your permission using your details, then contact us immediately so that our Fraud Team can investigate it and put things right.(If you’re looking for information on other types of fraud, like smishing, spam or nuisance calls, click here)Step 1 – Gather all relevant information.Note down any mobile or account numbers you are aware of and check your bank account for money being taken out which you have not authorised.Step 2 – Contact your bank directly if necessary.If money has been taken, or if any Direct Debits have been set up that you didn’t authorise, contact your bank directly.They will stop further unauthorised payments and if money has been taken, you can make an indemnity claim with your bank and they will refund you directly.Step 3 – Register the issue with Action Fraud and note down your crime reference number.Report this to Action Fraud. They are the UK’s national fraud reporting centre, and they will give you a Crime Refere

9290
iD Mobile
iD Mobile Employee
5 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Community Archive

Customer notice: Automated Phone Service (7777) currently unavailable.

We’re currently experiencing a technical issue with our automated phone service, which means you will not be able to call 7777 or 0333 003 7777 to check your balance, make a payment, or report your phone as lost or stolen. The team are working on resolving this as quickly as possible.All services available in our automated phone service remain available in the iD Mobile app and My Account online. You can:Check your current usage and balance. Pay your bill. Report your SIM as lost or stolen. Upgrade or change your plan.If you need further assistance, you can contact our Live Chat team here.

6780
iD Mobile
iD Mobile Employee
6 months ago
Terms & Conditions
Why iD Mobile?