Unanswered questions

13905 Topics

A
Newbie
AppleUser28Newbie
asked in Device & Phone Support

Proof of Barring and Usage

My phone was stolen and I needed Proof of Barring and Proof of Usage for my insurance. It turns out ID blocked the wrong phone intially, a previous phone of mine. My insurance asks that a phone when stolen is blocked within a short time period. As such, i’ve asked for Proof of Usage for my stolen phone and Proof of barring for both of the phones so I can show insurance the error. On the letters insurance has asked that IMEI, Make, Model, Times, Dates, and Gigabytes for the phone on usage and barring documents. Documents were sent to me but with obvious errors - wrong number of GBs and no times. I’ve spent four days waiting for the correct emailed documents and still to no avail. Everytime I’ve had to wait a day to get a single response to an email, in the latest response ID has questioned why I need the correct documents… Can someone just send the correct documents ASAP?

1
Kash
iD Mobile Employee
2 months ago
Anna Luszczak
Newbie
Anna LuszczakNewbie
asked in Ask a question.

Help transfer my old number

Hi. I have purchased ID sim card and trying to transfer old number but it's not happening. Is says about an error with wrong details which is not true. I have been already charged monthly payment but still running previous supplier.Can't get on live chat either  to get help  

4
Kash
iD Mobile Employee
2 months ago
Lisa Herbert
Newbie
Lisa HerbertNewbie
asked in Ask a question.

calls not connecting or get cut off

Hi I’m having issues with calls, when someone calls I go to answer it and it disconnects then the caller gets a message to say that I’m busy.  When I call back it connects and I can be speaking for a while then it disconnects the call.  I have only had this issue since being with ID mobile.

2
Kash
iD Mobile Employee
2 months ago
M
Newbie
mick63Newbie
asked in Ask a question.

trade in pack

i purchased a new samsung galaxy flip 5 from id mobile at the begining of january and applied for the trade in but never received the trade in pack my old phone is only valued at £12 but i also claimed the extra £100 and filled in the online form.Ive contacted id mobile via TradeUpHelp@dixonscarphone.com. and they adviced me to put in a new trade in request, but will they still honour the £100 additional promotional offer  a month later

3
Kash
iD Mobile Employee
2 months ago
D
Civilian
drmohan99Civilian
asked in Ask a question.

Registering with iD mobile

New customer, ported number from another network a week ago. Has been trying to register from the day after porting. When I click register, after entering the ported number, surname and date of birth, nothing happens (screen does not change).Tried using the forgot password link and got the following message repeatedly:“Something wasn't quite right. Can you enter your details again please?”Tried using the forgot username or email link and the same error message as above.Have checked the details entered, they were correct. Would appreciate your help. Thanks in advance

3
Kash
iD Mobile Employee
2 months ago
S
Rookie
shjuniorRookie
asked in Ask a question.

voicemail default not voice

Hi all, is there a way to set up the voicemail with just an ID mobile default message instead of having to record your name?

10
andewhite
Legend
2 months ago
B
Newbie
BethNeichoNewbie
asked in Device & Phone Support

New Sim Card Won't Work

I got my sim and phone delivered today for a Samsung galaxy s23. I have not been with ID mobile before so no need to activate it.  My phone is not registering the sim. The instructions say that the sim has to have the gold metal plate facing up. However, it does not fit in that way, and slides facing up. I can put it into the sim card holder properly with the gold metal plate facing down, however, it days that this would mean it would be put in incorrectly.  I'm wondering if I need a new sim, or if the sim is broken, or if the wrong sim card has been delivered. I know I am using the correct sim type (nano) as that's what the phone is made for.  

6
Tom
iD Mobile Employee
2 months ago
J
Newbie
JulesasoNewbie
asked in Device & Phone Support

Number not transferred over

Bought ID Mobile phone and contract via mobiles.co.uk last week. Put PAC code in at point of purchase and chose 5th Feb as switching date. Mobiles.co.uk emailed to confirm this switch date last week. My number still hasn’t switched from my old O2 account to my new ID Mobile account and if I try to enter my PAC again on my ID mobile app it won’t work. Can someone please tell me what’s happening as I’m going into hospital on the 8th Feb and need it switching before then. Whilst this is going on I’m paying for two accounts still which I’m not happy about. Live agents are always ‘busy’ according to the chatbot so that’s not an option. Thanks. 

4
Kash
iD Mobile Employee
2 months ago
Chris528
Newbie
Chris528Newbie
asked in Ask a question.

Annual increase

I recently signed up with id mobile as I was interested in their deal and in the email I got sent it said no annual price increase.  After I signed up I then got another email saying that I would in fact have the monthly price increased each April.  I was a little bit shocked so I contacted id on the chat and they did indeed confirm that I would get an annual increase. As I was in the cooling off period I immediately canceled as I felt I had been mis sold.  My question is why do they sell it as no annual increase but when it comes down to it, this is false. Maybe I have the wrong end of the stick? 

4
Kash
iD Mobile Employee
2 months ago
M
Civilian
maisiee.bCivilian
asked in Device & Phone Support

PAC code not working

Hello,  I'd like to purchase a phone contract with ID mobile however my PAC code is not working at the checkout. I don't want to proceed with the purchase if my number isn't set up. My previous provider gave the 9-digit PAC today so it's not expired. I've noticed this is a common issue across the ID mobile community. Can anybody explain why please? How can I fix it? 

2
Kash
iD Mobile Employee
2 months ago
Clarkie Kate
Newbie
Clarkie KateNewbie
asked in Ask a question.

HELP ME LOG IN TO PAY OUTSTANDING BILL

I am living overseas but have been paying my ID mobile month bill to keep the number in use. I have unable my online banking app due to using a new phone. The bill was not paid. I now have access to the banking app and it looks like the direct debit is still in tact. I have tried to log in to my account to speak with someone or pay the missed bill upfront, however, my email address, date of birth and phone number are not being recognised. I only knew there was an issue with the bill due to a postal letter that I asked my parents to open. I have had no email or phone contact from ID mobile and it seems impossible to get in contact with support. I have reached out on the instragram page aswell. I just want to pay the bill. Can anyone help me get logged in? Many thanks, Katie Clarke 

5
Kash
iD Mobile Employee
2 months ago
B
Newbie
BruntmeisterNewbie
asked in Ask a question.

compaints team email address

Hello ive had a letter from complaints team asking to get in contact - but no one picks up the phone it just rings / on hold for 30 minutes the complaint is around having very bad coverage and speed of network in KT5 and anywhere I use the phone away from home, clearly an issue with my phone or set up. please send me an email address so I can contact the complaints team 

5
Kash
iD Mobile Employee
2 months ago
D
Civilian
Darryl HutchinsonCivilian
asked in Device & Phone Support

"not registered on network" error

I cannot make a call outside. I have 3-4 bars signal. As soon as I dial a number, the call is ended and I get “not registered on network”

6
Kash
iD Mobile Employee
2 months ago
P
Newbie
Philc797Newbie
asked in Ask a question.

data roaming not working in US

Landed yesterday and I am unable to use mobile data.  Please help it seems a number of Idmobile customers have this issue

33
andewhite
Legend
2 months ago
Eric Attwood
Newbie
Eric AttwoodNewbie
asked in Ask a question.

unable to make a call in Spain

Just got back from Spain and I am unable to make a call to any of my contacts, even my wife who was with me, when making a call it says number not assigned?  But all work in the UK, date roaming is on even tried +34 or +44 the only way I can ring my wife is if she rings me then I can call her by using recent calls? And she is on id, same phone same settings and she can make call? 🤷‍♂️   

7
Eric Attwood
Newbie
2 months ago
M
Civilian
MarinavpenkovaCivilian
asked in Ask a question.

network doesnt work

Hi, I couldn’t connect to the network in Rm3. 

5
Kash
iD Mobile Employee
2 months ago
D
Newbie
DEB5Newbie
asked in Device & Phone Support

Access of monthly PDF bills

I too have registered an Offcom monitoring form. My monthly regular payment has been increased and I need to establish why by viewing my monthly bill. Whilst on, I also mentioned the farce with the activation of the Chatbot and worse, the lack of access to real customer advisors!

5
Kash
iD Mobile Employee
2 months ago
D
Newbie
dmarriottNewbie
asked in Ask a question.

Calls from people claiming i called them

Hi,Has anyone else been getting calls from random people claiming that they had a missed call from your number?Last week i had a call from someone near manchester claming that i called them and today i have had another call from an Asian lady claiming that she had a missed call from my number.Im guessing a scammer is using my number on their VOIP to call people. Any idea on how i can fix this as i really dont want to change my number.RegardsDan

3
Kash
iD Mobile Employee
2 months ago
Elizabeth de Mello
Newbie
Elizabeth de MelloNewbie
asked in Ask a question.

pixel pro 7 wont recognise SIM card

I recently returned from India having installed an ESIM into my phone which I was unable to use, and also having used a hotspot from an Indian phone to access the internet.My ID mobile SIM stayed in my phone at all times but was not used.As soon as I got back to the UK I turned my phone on and I was told I didn't have a sim card in my phone although my ID mobile SIM had been there all along.  I took the SIM card out, cleaned it, no luck.  I put it in another phone and it's absolutely fine. It's nothing to wrong with the SIM card. It's the pixel pro 7 not recognizing it's got a SIM card in it.. I went on the web and I see this is a problem with pixel pro 7s and I'm not the only person to have this issue and I want to get this fixed because it's very annoying. Can anybody out there help?  I think there's a fault with my phone and ID mobile should give me a new one.  

4
Kash
iD Mobile Employee
2 months ago
W
Civilian
wchenguaeCivilian
asked in Ask a question.

Bills for the last 3 years

HiHow do I retrieve bills for the past 3 years? I don’t need all 36 of them, but perhaps 2 from each of the past 3 years. Thanks   

1
Kash
iD Mobile Employee
2 months ago
A
Newbie
andy_t90Newbie
asked in Device & Phone Support

Wont let me port my number without transaction No... cannot find it anywhere!!

Help, cant port number, I have pac code but app keeps asking for transaction number... nothing i can find is 9 digits!!! 

2
Kash
iD Mobile Employee
2 months ago
A
Newbie
AidanFNewbie
asked in Ask a question.

Billing Error for Data Allowance

Hi. This post is intended as a request for assistance from a member of iD Mobile staff. I have a SIM-Only plan on iD which I obtained from a retailer via a cashback deal. To get the cashback, every so often I must submit a copy of my iD Mobile bill, the details of which need to match those which the retailer holds on file. The issue I have is that my latest (January 2024) bill has an error on it, which is likely to mean my cashback claim will be rejected by the retailer. My plan includes unlimited minutes, unlimited texts, and unlimited data. The first three bills I received for this plan (October 2023, November 2023, and December 2023) all showed these allowances correctly. However, on my January 2024 bill the minutes and texts allowances both show as unlimited, but my data allowance is shown as zero MB! There has been no change to my plan; my iD Dashboard still shows an unlimited data allowance, and I am still able to use data via the associated SIM. I am asking if it can be arranged

1
Kash
iD Mobile Employee
2 months ago
J
Newbie
JaiSNewbie
asked in Ask a question.

data usage history

I want to view my data usage history over the past few months but am unable to view previous pdf bills like many others due to ongoing issuing with opening these bills. How else can I do this?

2
Kash
iD Mobile Employee
2 months ago
JoeKing
Sidekick
JoeKingSidekick
asked in Ask a question.

Forum post errors message ⚠️ Reply messages not being sent

It's the 3rd February 2024 at 8.35am and this has happened to me yet again on this forum.Whilst replying to a message after typing up my reply and pressing the send button a error message pops up  saying something has gone wrong and the message has not been sent. If I remember correctly the whole error message was in red text. This had happened before and I thought nothing of it. Be it a new thread where no one as replied yet, it doesn't matter also on the length of my message the same things has happened. I've just typed up a full in depth reply to a member only for it not to be sent with this flagged up error message appearing after I've pressed the send button. I encountered this about a week ago and it happened maybe 3 times at different intervals. 

3
Kash
iD Mobile Employee
2 months ago
F
Newbie
FlashbglrNewbie
asked in Ask a question.

Receiving Voicemails when in the USA

Hi,  I’m travelling to Canada and the USA in 3 weeks time on holiday. Can you please confirm if there will be any charges to my account for receiving voicemails, even if I do not listen to them until I’m back in the UK.Thanks

4
Kash
iD Mobile Employee
2 months ago
Terms & Conditions
Why iD Mobile?