Topics started by iD Mobile

711 Topics

iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Pay as you go

What happens if I don’t use my Pay as you go phone for a while?F.A.Q.

Your Pay as you go SIM will expire if you don’t use it, once this happens it can’t be reactivated.This is how the disconnection will happen if you do not use your phone:You must use your phone for a chargeable event (using minutes, texts or data) or top-up your credit within 90 days. After 90 days of inactivity, you’ll receive a warning alert. This will be via text message, an alert in the iD Mobile App and an automated email to any registered email address advising that you should top-up to reactivate, or you’ll be disconnected in another 30 days. If there’s still no activity in the 30 days after step 2, you’ll be disconnected.If you have any questions or queries about activating your SIM you can speak to one of our agents via the Live Chat for assistance. Our Live Chat team are available 9am-8pm Monday to Friday and 9am-6pm Saturday, Sunday and bank holidays.

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Plan.

How do I activate a replacement SIM in the iD Mobile app?

Here you’ll find out how to activate a replacement SIM in the iD Mobile App. Not registered for the iD Mobile App? Check out this helpful community article to get started. How to activate a replacement SIM in the iD Mobile App. Just received a replacement SIM? Follow these easy steps to activate it in the iD Mobile app:  

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iD Mobile
iD Mobile Employee
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Switching to iD Mobile.

I switched to iD. Why is the wrong number displayed when I make calls or send texts?F.A.Q.

Sometimes when you transfer (port) your number to iD, the temporary mobile number that came with your new iD SIM remains in the settings of your phone. This should normally update itself to the correct number after restarting your device, but in instances where it doesn’t please follow these steps;Instructions for iPhone Users:1. Open ‘Settings’2. Select ‘Phone’3. Select ‘My Number’4. Check the number shown.5. If the wrong (temporary) number is stored, update with correct number and save.Once your number is updated, you might also need to update your ‘iMessage’ settings.1. Open ‘Settings’2. Select ‘Messages’3. Check ‘Send & Receive’4. If the wrong (temporary) number is stored, update with correct number and save. Note: After making any changes to your device settings, you should restart your phone by turning it off & on before using as normal.Instructions for Android Users:1. Open ‘Messages’2. Select ‘Advanced’3. Select ‘Phone Number’4. If the wrong (temporary) number is stored

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iD Mobile
iD Mobile Employee
4 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Articles and competitions.

Our latest iPhones - 2023 Edition

Looking to upgrade to a shiny new iPhone? iD Mobile has got you covered.We’ve got the latest and greatest iPhones, with everything that makes the Apple experience so good – all new iOS 15 software, effortless style, and cameras that set the standard. And you’re bound to find a top deal that works for you, right here. Let’s take a closer look at the line-up:iPhone SE (3rd Gen):The SE delivers the best of the iPhone experience to suit any budget. It has the same processor that’s used in the iPhone 13, and a more-than-capable 12MP camera that’ll shoot instantly shareable 4K footage at up to 60 fps. That’s impressive.With a 4.7-inch LCD screen, it’s the smallest iPhone available right now. It’s not full HD, but the iPhone SE still delivers bundles of clarity and colour, and the handset feels super comfy and natural to use single-handed.Elsewhere, the SE can run intensive AR apps and you can get over 9 hours battery on a single charge  -and that’s with intensive use. Plus, with up to 256 GB

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iD Mobile
iD Mobile Employee
10 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

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

How can I change my personal details?F.A.Q.

Here you can find out about changing the details on your account, such as your name, address and contact details, and what happens following significant life events. ​​​​Can I transfer my iD Mobile account to someone else?No, we don’t currently offer a change of ownership process for customers. If you no longer wish to continue with iD Mobile, you can cancel your plan and close your account.  Can I change my name on my iD Mobile account?Yes, you can change your name on your iD Mobile account, but you can’t change it to that of a third party.  To change your name, please contact us on Live Chat. The team is available to answer chats 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday and bank holidays.  Depending on the change required, we may need to see proof of your identity or of your name change.   There’s an error in my nameIf the correction is only minor, proof of ID is not necessary. Examples of minor changes include:  Your first name needs to be changed from Sue to Susan

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Switching to iD Mobile.

Why is my switch to iD delayed?

If your switch is taking longer than expected, don’t worry! Here’s what you should do: Check what date you selected for your switch. Finding out when your switch will happen depends on how you purchased your iD Mobile Plan and when your PAC or STAC was given to us. If you switched at checkout, your switching date can be found in your Order Complete email or Contract Summary. If you switched after purchase, check the SMS we sent to your iD Mobile SIM - it has all the info you need! Don’t forget, your switch can happen as late as 10pm on the day you selected.  Please note: If you purchased your iD Mobile plan elsewhere, you would have been given an option to provide a PAC or STAC and select a switching date at checkout. If you have forgotten which date you selected, simply chat to us. My switch to iD Mobile did not happen on the day that I selected. Why?Switching delays typically happen when data files containing your switching details are not received promptly or if there is a network i

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iD Mobile
iD Mobile Employee
3 months ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Roaming.

What are iD Mobile's free Roaming destinations?F.A.Q.

All iD Mobile plans come with inclusive roaming. This lets you roam like you’re at home in 50 destinations throughout the EU, EEA and beyond.When you're in one of our 50 Inclusive roaming destinations (Band 1 or Band 2), you can use your minutes to call the UK or the same destination you're in. If you're in a Band 1 destination, you can also use your minutes to call any other Band 1 destination. All other calls are chargeable.Band 1 destinations: Austria, Azores, Belgium, Bulgaria, Canary Islands, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint Barthélemy, Saint-Martin, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican City.Band 2 destinations: Azerbaijan, Macedonia, Belarus, Kazakhstan.What i

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in International.

What is international calling?F.A.Q.

What are rules for international calling with iD Mobile? We answer all your questions about calls to and from abroad. What is international calling?Calling abroad from the UK is known as making an international call and is different to the Inclusive Roaming feature.  How much will it cost me to make an international call?International calls and texts are chargeable. How much it costs you to call abroad will depend on where you’re calling. You can view our list of international charges here.  Can I use my allowances to call or text abroad from the UK?No, you cannot use your inclusive allowances or add-ons to call or text abroad from the UK. Calling or texting abroad falls under international calling, and are subject to the charges listed in our international charges page linked above. Does it cost me to receive a call from abroad?No, if someone calls you from abroad, you will not be charged for the call. 

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Roaming.

What is roaming and how does it work?F.A.Q.

What is roaming?Roaming is simply the act of using your phone abroad. All iD Mobile plans come with Inclusive Roaming, allowing customers to use their monthly allowances in 50 destinations worldwide. So you can browse, chat and text just like you would at home.Fair usage and open data policies apply, find out more here.What are the 50 Roaming destinations? Our Inclusive Roaming destinations are split up into 2 categories, Band 1 and Band 2:Band 1Band 2What is the difference between a Band 1 and Band 2 destination?If you're in a Band 1 destination, you can also use your minutes to call any other Band 1 destination. This is not the case for Band 2 where calls or texts to other inclusive roaming destinations will be charged at International Roaming rates.How to set up your phone for roamingStep 1: Ensure Data Roaming is Enabled in the iD Mobile App Open iD App > Select Services > Check that ‘Roaming’ is turned on by toggling button to say ‘On’Step 2: Ensure Data Roaming is Enabled o

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Help with your SIM.

Everything you need to know about eSIMsF.A.Q.

What is an eSIM?An embedded SIM (eSIM) is a digital version of a physical SIM card. Simply activate your eSIM using the QR Code we send you via email, and get connected to iD Mobile hassle-free!What are the benefits of eSIM?An eSIM is more secure - there is no physical SIM card to remove if your phone is lost or stolen. Plus, you can store multiple eSIMs on the same phone and easily switch between them.What phones do iD Mobile support eSIM on?To double-check if your phone is eSIM compatible, simply dial *#06# into your keypad. If you see a pop up which includes an EID number on the screen, then your device is eSIM compatible. Simple!How do I activate my eSIM?To find out how to active your eSIM, check out this article.Can I port my number from another network to an eSIM? Yes. You can use a PAC or STAC as usual if you wish to keep or ditch your existing number when you switch to iD Mobile. If you are currently using an eSIM on your previous network - and transferring your number to iD Mo

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Paying your bills.

Paying your mobile phone billF.A.Q.

Can I pay my bill by Direct Debit? How do I set up a Direct Debit? How can I view my Direct Debit? How do I change my Direct Debit details? Can I change my Direct Debit Date? What happens when I change my Direct Debit payment date? What happens if my Direct Debit fails? How do I cancel my Direct Debit? Can I pay my bill by credit or debit card? Which cards do you accept? How long does it take for a payment to show up on my account? Where can I see my payment history?Can I pay my bill by Direct Debit?Yes, you can pay your iD Mobile bills by Direct Debit. It’s the easiest way to pay your monthly bills on time and helps you avoid problems with late payments.If you purchased a pay monthly plan online on in-store, a Direct Debit will automatically be set up for you using the account details you provided when you purchased the plan, so you don't have to do anything. If you've cancelled your Direct Debit instruction with us, you can set it up again using the iD Mobile app or My Account online

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Switching to another network.

How do I get a PAC code?F.A.Q.

To move your number from one network to another, you need a PAC code.What is a PAC?A porting authorisation code (PAC) is a unique identifier used by mobile networks to facilitate mobile number portability (MNP) – meaning you can change provider while keeping the same mobile number. It’s normally 9 characters long with 3 letters followed by 6 numbers, for example ABC123456.How do I request a PAC?You can request a PAC via text, the iD Mobile App, or your online account. It’s free of charge and will be with you straightaway.Request 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 PAC online Log in to the iD Mobile App or My Account online  Go to the My Account page and tap Thinking of Leaving Click Switch or Cancel Now  Choose Get PAC code and follow the instructions What happens once I’ve received my PAC?You need to contact your new provider and give them your P

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Pay As You Go.

How can I see my current Bundle?

Go to the iD Mobile App or My Account online and head to the 'Bundles' section. You'll see your active Bundle under the 'My allowances' panel.

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iD Mobile
iD Mobile Employee
3 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Usage and out-of-plan charges.

About calls & chargesF.A.Q.

Find out all the important information you need to know about making calls with help from iD Mobile. What are call charges or premium calls?If you have a Pay monthly plan or a Pay as you go plan with iD Mobile and you go over your allowances or bundle, you could incur some extra charges. You can find everything you need to know in our in-depth guide about call charges. How do I know I have a call waiting?Call waiting is a function that allows the person talking on the phone to be notified if another call is incoming. The call waiting feature depends on the type of handset you have, however, most modern smartphones support this.  You can activate these features by dialling the codes below:   To Activate: *43#  To Deactivate: #43#  To Check Status: *#43#  What is call dropping?A dropped call happens when your phone gets disconnected from the cellular network. This usually happens due to poor signal in your location. To stop this from happening on a regular basis, you’ll need to check w

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Paying your bills.

How do I get a refund?F.A.Q.

If your Direct Debit is still active, we'll automatically refund you any credit that might be left on your account after you've disconnected.  We’ll email you to let you know once the refund has been issued, and you should receive it within 7 working days from then.If you don’t have an active Direct Debit and think you’re due a refund, speak to us on Live Chat and one of our helpful advisors will look into it for you.Please note: Your refund can take between 28 and 32 days to process. 

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iD Mobile
iD Mobile Employee
2 years 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

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

How do I get a replacement SIM?F.A.Q.

How do I get a replacement SIM?If you need a replacement SIM, chat to us and one of our Live Chat agents will arrange for a replacement SIM to be sent to you. A physical SIM will be sent to you within 2-3 days, or an eSIM will be sent to you by email shortly after you request one. Alternatively, if you need a new physical SIM straight away, you can visit your nearest Currys store and get a free a replacement SIM.Once you’ve received your replacement SIM, you’ll need to activate it. Here’s how: How to activate a physical SIM card. Log in to the iD Mobile App or My Account online  Go to My services and tap Activate my SIM  Scan your SIM card barcode or enter the 19-digit number printed on the SIM cardholder*  Click Activate your SIM  Wait a few hours for the new SIM to be activated  *If you don’t have the cardholder anymore, don’t worry - the number is also printed on the back of the SIM card. It’s an 11-digit number, and you just need to add '89442001' to the start of it.  Alternati

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Upgrading your phone or plan.

Pay monthly upgrades: Everything you need to knowF.A.Q.

Learn everything you need to know about getting the best upgrade for you with iD Mobile.  What exactly is an upgrade?Upgrading allows you to get one of the latest smartphones, without paying the full cost upfront. In order to upgrade, we’ll extend the length of your plan with us and get a new handset with allowances that suit your needs. You can also keep your current number. If you're happy with your phone but just want a new plan, you might be able to change your plan. When can I upgrade? If you are on a 24-month handset plan, then you can upgrade two calendar months before the end of your contract. If you want to double check when this is, simply log in to the iD Mobile app or My Account online, go to My Account, and if you’re eligible – you’ll see a tile saying, You can upgrade to a new handset!. If this isn’t showing, you can also go to Manage My Plan to get further details of how to make yourself eligible for upgrade. If you have your email marketing preferences set to Yes, then 

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Getting More Allowance.

How do I buy an add-on?F.A.Q.

Find out everything you need to know about adding more calls, texts or data to your allowance on your plan with iD Mobile.  What are add-ons?Unfortunately, recurring bundles are no longer available to buy. You can still purchase a one-off bundle by visiting this via the iD Mobile app or My Account online."How do add-ons work?If you go over your allowance of data or minutes, you’ll be charged out-of-plan rates. Buying an add-on works out cheaper than racking up those dreaded charges.  Your add-on kicks in once your monthly allowance is used up. If you buy a data add-on, it starts being used after your monthly data allowance and Data Rollover are used up. A calls add-on starts once your monthly minutes allowance is used up. You can buy add-ons that last for 7 days, 30 days or 12 months. Make sure you buy the add-on when your allowance is close to running out. A 7-day data add-on will expire exactly seven days after you bought it, not seven days after it starts being used. Please note tha

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iD Mobile
iD Mobile Employee
3 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Switching to iD Mobile.

Can I transfer my number from one iD account to another?

You cannot transfer your mobile number from iD plan to another, attempting to do so may result in your mobile number getting lost. If you’d like to transfer your number from one iD plan to another iD plan, you’ll need to transfer your number to another network, then once complete, transfer your number back to iD.

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iD Mobile
iD Mobile Employee
1 year ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Viewing & understanding your bills.

How do I view my iD Mobile bill?F.A.Q.

How do I view my current and previous bills? How do I request a paper bill via post? How do I check my current balance? How do I request my bills in an accessible format? How do I switch to VAT invoicing? How do I view my current and previous bills?To view and download your current or previous bills, you can:  Log in to the iD Mobile App or My Account online  Go to My Billing  Select the bill you’d like to view Note: If you'd like to view a bill from over 12 months ago, you'll need to submit a SARs request (Subject Access Request). You can find more about submitting a SARs request on our Privacy and Cookies page, under 'Your Rights' How do I request a paper bill via post?To request your future bills by post, simply follow the instructions listed below:  Log in to the iD Mobile App or My Account online  Go to My Billing   Tap Change my billing method  Follow the instructions on your screen   Note: Paper billing is available for just £1.50 per month. If you request paper billing, t

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Fraud & phone security.

Can I change my phone number?F.A.Q.

You can change your phone number on your existing contract for an admin fee of £25. If you need to change your number because you’re suffering from harassment, we can change your number free of charge. All we require is a crime reference number, which you’ll get when you report the harassment to the police. You can contact our Live Chat agents to get your number changed. Our team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday and bank holidays. Another option is to transfer over a number from a different network. If you have, for example, a Pay as you go SIM with another provider, you can get a PAC code from them and move that number over to your existing account. You can do this by submitting your PAC in the iD Mobile App or you can enter your PAC online. 

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Contacting iD Mobile

Live ChatF.A.Q.

Here at iD Mobile, we have a Live Chat feature that allows you to speak to one of our helpful iD Mobile customer service assistants. The team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday and bank holidays. They can help you sort out any issues you may have.Live chat can be accessed here - https://www.idmobile.co.uk/live-chat 

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iD Mobile
iD Mobile Employee
2 years ago
iD Mobile
iD Mobile Employee
iD MobileiD Mobile Employee
published in Legal stuff.

Thanks for your feedback

Thanks for your feedback. Your feedback matters to us as it enables us to improve the service we provide, and our communications with you. So, thank you for taking the time out to help us.  

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iD Mobile
iD Mobile Employee
1 year ago
Terms & Conditions
Why iD Mobile?