Unanswered questions

13886 Topics

Peter J Rodgers
Civilian
Peter J RodgersCivilian
asked in Ask a question.

Nightmare Cant register, login, can't do anything

My husband  has just received his sim card and although the phone is working fine when he tried to register, login, etc. he can’t access anything at all.  It is an absolute nightmare. Ive had to use my account to access this forum to try to get help.  You can’t get help until you’ve registered.  None of the information we’re keying is recognised.  We get something is wrong on every attempt.  Believe me I’ve tried everything and every combination possible.  We are about to cancel the contract as we’re in time.Can anyone help please.

2
Tom
iD Mobile Employee
5 months ago
G
Civilian
gabrielselbowCivilian
asked in Ask a question.

I'd like to cancel my contract due to poor bandwidth, I'm within my 14 day cooling off period

Hi, Please tell me how to cancel.  Thanks

2
Tom
iD Mobile Employee
5 months ago
Mark Pryor
Newbie
Mark PryorNewbie
asked in Ask a question.

sim card

Have a new phone Samsung a54 5g and has come with an id mobile sim but phone is not recogising the sim in this or any other phone.please help

2
Tom
iD Mobile Employee
5 months ago
A
Newbie
Alex EvansNewbie
asked in Device & Phone Support

network

my iphone is saying that i have no service, this happened  a few days ago i can’t receive calls or make them and also my 5g isn’t working because of this .

2
Tom
iD Mobile Employee
5 months ago
Isaac Ojo
Civilian
Isaac OjoCivilian
asked in Device & Phone Support

unable to pay bill

My payment is not going through after several attempts. Can you provide an idea or a resolution as to why this keeps happening. I have included a screenshot of the error message I keep getting. This has happened more than 10 times.  

2
Kash
iD Mobile Employee
5 months ago
Neil Clarkson
Civilian
Neil ClarksonCivilian
asked in Ask a question.

Porting Issues

There appears to be a very common issue with Porting numbers to ID Mobile, in that the numbers are not being ported, and ID Modile blaming the third party for “not sending” the file. I’ve contacted Three (my old provider) like many others, and have also had it confirmed that ID have everything they need to do the port, but it’s still not happened.  Yet ID hode behind their technical team

2
Kash
iD Mobile Employee
5 months ago
A
Rookie
AgnessRookie
asked in Pay As You Go

Visa payments not accepted on recurring bundles from 1 Nov

Hi there,I received this message today: Hi, from November 1st, Visa card payments for recurring Pay as you go bundles will fail. Don't worry - you can still use a Visa card to purchase one-off bundles or top-ups, or you could use a Mastercard to buy a recurring bundle. To manage your Pay as you go plan, please use the iD Mobile app.Can you please advise what’s happening and why this change? I rely on automatic payment for my recurring bundle and I only have Visa payment cards. Your message says that I won’t be able to set a recurring payment using Visa card anymore which would mean I’d have to do manual top ups. This is going to be super inconvenient for me because I’d 100% forget to do that. Also any time I tried to top up my account with a one off payment using the mobile app, they payment always failed (and I’ve seen other users reporting the same issue). What am I supposed to do if I don’t have a non-Visa payment card and want my recurring bundle to be paid for automatically? thank

2
Kash
iD Mobile Employee
5 months ago
Nathan Hodgson
Newbie
Nathan HodgsonNewbie
asked in Ask a question.

upgrade issue

Hi, I applied for my upgrade which went through but they’ve cut off my current SIM card and left a message straight away saying my new SIM card will be activated in 1 hour this was 2 days ago. I’ve received the phone but no SIM card and can’t receive text messages nothing on my old phone 

2
Kash
iD Mobile Employee
5 months ago
Azariayo
Newbie
AzariayoNewbie
asked in Ask a question.

IDENTITY THEFT - FRAUD CASE

Realised over a month ago that my account had been hacked and I was paying a whole contract for someone else for the last 9 months - since January 2023. ID has been so unhelpful. There’s no one to actually speak to and when you eventually call the number, you’re on hold for at least 30 minutes. The bank has refunded me and I’ve made a case with Action Fraud Cybercrime unit but when checking in with ID, you can only speak with a bot on a chat. I reported this case over a month ago then found out ID only reported it on 3 October and it takes up to 30 days to be resolved. There is a fraudulent email address in my account which I previously reported multiple times and ID said it had been updated on their system so my real email would be contacted. Today I have found out they’ve “been trying to contact me for more information” but I’ve had no missed calls or emails. I’m so frustrated as ID are continuously contacting me about paying my fraudulent bills and nothing is being resolved. Can a h

2
Kash
iD Mobile Employee
5 months ago
E
Newbie
EmptyNewbie
asked in Ask a question.

Before I buy....... a question about returns.

I have done my research and am probably about to buy a Google Pixel 8 with ID Mobile (Tomorrow). I see Online returns are 30 days, or return to Currys store is 14 days. My question is, in what condition does the phone need to be in? Obviously in new & undamaged condition, but does box still need to be sealed? Can it have had a SIM card it to test the phone and the network, does the protection still need to be on? I am porting to ID Mobile (Have done my Three coverage checker) after only ever having used EE (or Orange etc.) and is my first new phone since my Galaxy S10. TIA

2
Tom
iD Mobile Employee
6 months ago
B
Newbie
BWtenNewbie
asked in Ask a question.

Constant signal drop regardless of the post code

Hello,I have ID since last March but after many months of patience I will have to cancel the contract.Since I changed to ID I have constant signal drops every few minutes. In almost every call there is signal drop for 10-15 seconds. There are also signal drops every few minutes that I use the phone for internet.I have checked the coverage, as I can see it is the only suggestion in similar topics, and according to that I should have at least 4g in my house and at work but that is rarely the case. And I would be ok even with lower connection but without the signal drops. At work the signal drops to H or H+. It would be great, for that price, if this was working but these problems are so inconvenient that isn’t worth it for me.With my previous provider and the same phone device, I never had any problems like these. I would appreciate if someone from ID can contact me to let me know how I can cancel the contract.Thank you.

2
Tom
iD Mobile Employee
6 months ago
Frederic Weil
Civilian
Frederic WeilCivilian
asked in Ask a question.

Final Bill Question

My 24 month min. agreement is running out on 14/11/2024 I requested a PAC and got notice that my estimated final bill will be £82.1534.49 of line rental and 47.66 of balance from unpaid bills.With the PAC being Valid until 22/11/2024 I would then have a service that I would not have access to between 14/11 and 14/12 Shouldn’t I only be charged for the outstanding line rental rather than that + a full bill?Thank you already for your help.

2
Tom
iD Mobile Employee
6 months ago
Kirsty Mc
Civilian
Kirsty McCivilian
asked in Device & Phone Support

Overcharging on bill and can't access my account

I am having real problems and had I known I could not speak to someone over the phone I would not have taken out this contract I have spent so much time unsuccessfully searching for answers - scrolling through information that does not relate and is not tailored to my problem. First of all I am being overcharged on my billing - I paid a substantial initial outlay so I had a reduced monthly fee but you are overcharging me. The second issue is I can’t access my account so there must be something I have entered incorrectly. I tried to change my password but then it asks security questions that I am answering correctly but it is saying they are incorrect. It is absolutely infuriating so now I am on this thing trying to get this sorted out which is absolutely ridiculous. Can someone from ID Mobile ring me? 

2
Tom
iD Mobile Employee
6 months ago
Gwyn Slee
Civilian
Gwyn SleeCivilian
asked in Ask a question.

Switching Error

Hi,I’m trying to switch my wife's mobile number to her new ID Mobile account. We have teh PAC code and all the correct details. We haven’t submitted it successfully yet, but it keeps on throwing up an error.The Chat bot is useless and keeps on circling me round in a loop and really need someone from ID mobile to step in and sort the issue.Thanks  

2
Tom
iD Mobile Employee
6 months ago
Neo33
Newbie
Neo33Newbie
asked in Ask a question.

connection keeps failing

My phone connection has got really bad over the last month. It keeps cutting out when the signal looks good, when I am at home or areas where there is full reception. I can hear the person I’m talking to but they can’t hear me. I’ve checked for updates and connection and no issue there. Sometimes the connection starts OK and then fails after a minute or two. Really frustrating and don’t know how to sort it?!! 

2
Tom
iD Mobile Employee
6 months ago
Paul Woods
Newbie
Paul WoodsNewbie
asked in Ask a question.

Network issues

The network connection is terrible. I'm paying for a service I'm not getting. Calls are very distorted and cut out. Can this be fixed.

2
Kash
iD Mobile Employee
6 months ago
Issey Docherty
Newbie
Issey DochertyNewbie
asked in Device & Phone Support

sim card not delivered

I got a contract with ID and received my new phone next day. But I am still waiting for a sim card leaving me with no access to the internet. But without the sim card I can't do anything . Please help 

2
Kash
iD Mobile Employee
6 months ago
Peter Jones
Newbie
Peter JonesNewbie
asked in Ask a question.

no currys voucher

Switch to ID, part of deal was currys voucher £80 approx.never received it. complained by phone and was told email would be sent on my behalf and due to computer failure operator would call me back.no return call   😡 

2
andewhite
Legend
6 months ago
Jessica George
Newbie
Jessica GeorgeNewbie
asked in Ask a question.

contract sim help

Hi please could someone message me or phone me I need to speak to someone urgent live chat is unavailable and can’t seem to find a contact number to phone you please someone get in touch with me it’s really urgent 

2
Kash
iD Mobile Employee
6 months ago
C
Newbie
Chris EustaceNewbie
asked in Ask a question.

Poor tethering Speed since upgrade to samsung A54

Hi hopefully someone can shed some light on my problem .Right i joined ID mobile in 2021 i got a 2 year contract and received a samsung A22 . I used my internet on a regular basis and also the mobile hotspot with not 1 issue all the time i had that phone . Now 3 days ago i Upgraded and took out a new 2 year contract with ID mobile and recieved a samsung A54 as part of my upgrade  i have tried using the hotspot to connect to my playstation as i have done for the past 2 years but now i am getting internet speeds of 4MPS and with my old phone on average i would get 20 Mps . I just dont get it as the phone i have now got is only 6 month old . Can anybody help ?. 

2
Kash
iD Mobile Employee
6 months ago
L
Newbie
Lucie28Newbie
asked in Device & Phone Support

Proof of usage needed urgently

Need proof of usage ASAP 

2
Kash
iD Mobile Employee
6 months ago
P
Newbie
PhebmuccvNewbie
asked in Device & Phone Support

SMS error 0 (on ID) sending text when roaming in Portugal

I'm roaming in Portugal, can't send a SMS text to a UK mobile number. I get "can't send on ID, error 0".I've unlimited texts allowance, so what's going on? 

2
Tom
iD Mobile Employee
6 months ago
G
Newbie
Gregory GrahamNewbie
asked in Ask a question.

ID Mobile application

I applied for two mobile phone with ID mobile via CPW.  One for my wife and one for me.  The application didn’t say that you couldn’t apply for two.  After a couple of days and not hearing from CPW., I phoned after the best part of an afternoon spent on the phone with them, they finally said that I couldn’t apply for two.  The service was terrible, so rather than proceed, I cancelled the order.I went Mobiles.co.uk (yes, I found out later that they are the same company as  CPW) and my wife’s application was accepted but mine was not.  My credit score cannot be improved as I don’t miss payments, I’m not overdrawn, have lived at the same address for a decade and have not bank more more than a decade.Mobile.co.uk said that CPW hadn’t advised ID mobile of the cancellation of my order and that was the reason for failing the credit check.  Is this true and will I have to wait 90 days before applying again because CPW are such a shambles ?

2
Tom
iD Mobile Employee
6 months ago
Emma Lang
Newbie
Emma LangNewbie
asked in Ask a question.

refund

Hi, I recently accidentally purchased two new phone contracts (and phone) I processed a refund and was given an address to send the unwanted handset to, however I haven’t yet had a refund or heard anything back from id regarding the refund. How can I find out what’s happening without having to speak to a robot or get cut off all of the time?! thanksEmma

2
Tom
iD Mobile Employee
6 months ago
P
Newbie
PojuleNewbie
asked in Device & Phone Support

Sim port date thursday but 3 cut of fmy number two days early

Hi..I have just moved over to id mobile from 3. I requested a port date for thursday but 3 has cut off my number two days early. 

2
Tom
iD Mobile Employee
6 months ago
Terms & Conditions
Why iD Mobile?