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Unanswered questions

13376 Topics
Alice
Civilian
AliceCivilian
asked in Community Archive.
not recieving santander OTP’s

I’ve received confirmation that my number has ported over but I’m still not able to receive OTP’s from Santander.  I can receive other messages fine but not this one, I’ve had a look through previous answers but it doesn’t seem to be resolved anywhere. 

651
Kevin M
Legend
4 years ago
M
Newbie
maxsaint71Newbie
asked in Community Archive.
processing SIM-only return

Hi, I’m trying to cancel a SIM-only contract I bought less than 14 days ago, but how can I contact the agents? the chat facility doesn’t seem to be working. Help please! thanks, Massimo

111
Ryan
iD Mobile Employee
4 years ago
J
Civilian
Jazz17Civilian
asked in Community Archive.
About to be charged twice although all payments have been made

I have paid all monthly bills by direct debit. Each one has been paid. The ID mobile app says last months is outstanding but shows it as paid in another part of the app. I'm about to pay my monthly bill twice. How do I stop this happening? 

231
Ryan
iD Mobile Employee
4 years ago
Rene Obuka
Civilian
Rene ObukaCivilian
asked in Community Archive.
phone and sim contract

my phone is damaged and my sim card isn't working right. I can't make calls or even send text. The Internet isn't great. I have tried contacting id mobile about arranging a replacement. I can't speak to anyone through the phone. Other service providers have this service through the lockdown. Its 14/7/2020 things are suppose to be eased in England and Wales, in Scotland and Ireland. Where is this office located ? How can I get a replacement phone thanks 

462
Ryan
iD Mobile Employee
4 years ago
Aleks Catteraker
Newbie
Aleks CatterakerNewbie
asked in Community Archive.
Multiple accounts

Hi. I have 3 ID accounts and need to cancel one. I dont have any account details save for my bank details but when I ask them to check on the chat function they can only find 2. I KNOW I have 3 because I have 3 different payments each month and I'm not sure which one we use and which is redundant from the bank statement. Please help before I go mad!! Aleks.

221
Ryan
iD Mobile Employee
4 years ago
Sarahhayden108
Civilian
Sarahhayden108Civilian
asked in Community Archive.
Phone stuck on ‘no service’

i upgraded to a sim-only contract last week, still with id mobile. i activated the sim and now my phone is saying ‘no service’ all the time and wont let me make calls or send messages, and no 4G. i have kept the same phone and have tried switching this off for a while and reinserting the sim, but neither have worked. can anybody help please?

17341
Ryan
iD Mobile Employee
4 years ago
A
Civilian
AlexzanteCivilian
asked in Community Archive.
Downgrade to SIM only at end of contract

Hi all can anybody help please!  My 24 month contract ends today and I want to downgrade to SIM only but there is no option to do this online as a change of plan as it only gives more expensive options. It seems that the only way I could do it is as a new plan but will this cancel my current plan as I don’t want to end up with two plans??  It is not at all clear online and there is no service via live chat or by phone. Thanks

1281
Ryan
iD Mobile Employee
4 years ago
Lisa301106
Civilian
Lisa301106Civilian
asked in Community Archive.
cancel my contract

I wanted to cancel my sons contract as he’s lost his phone, I wasn’t able to do this as I couldn’t log on or contact anyone for advice so I cancelled my direct debit and today received your final demand letter. Please can you advise? kind regards Mrs L Scott  

402
Lisa301106
Civilian
4 years ago
H
Civilian
HP userCivilian
asked in Community Archive.
Transfer of phone number from another account holder

My iD account was set up by my ex husband in his name but I have managed the account and payments have been made from a joint bank account for a number of years. I would like to transfer all details including the phone number to my name, how can I go about doing this?

981
Ryan
iD Mobile Employee
4 years ago
B
Civilian
BexSharpCivilian
asked in Community Archive.
id app

Hi all,  I was briefly with ID a few years ago, like all of a week. I've just taken out an ID contract and want to register for the app but it says I'm already registered. When I asked for password reminder, I get OK and nothing more. I'd like to check when my bill is due but obviously can't.. any ideas?! 

192
B
Civilian
4 years ago
S
Civilian
sally227Civilian
asked in Community Archive.
New phone so need a new SIM

I have a new iphone SE 2020 and need a new 4G SIM card that will fit that please. i cant find anyway of contacting you to ask for this - you do not answer the phone and your chat service is not working.

881
Ryan
iD Mobile Employee
4 years ago
S
Civilian
suzie rayCivilian
asked in Community Archive.
problem with my order

i've had an email from id saying there's a problem with my order and they need to contact me but i've had no call and i can't seem to get in contact with the company and i don't know what to do. thank you in advance.

311
Ryan
iD Mobile Employee
4 years ago
A
Civilian
Ambs_magsCivilian
asked in Community Archive.
How can I send my phone back for an exchange?

My phones front camera on my iphone 11 seems to be faulty as it blurrs anything up close and refuses to focus. I just purchased this phone less than a week ago and due to my city being in lockdown,  there seems to be nobody to call or anyone to live chat too. Can anyone help? 

461
Ryan
iD Mobile Employee
4 years ago
Rene Obuka
Civilian
Rene ObukaCivilian
asked in Community Archive.
poor signal

My phone signal have being crap for over 3 months. Some days I cant even send a message tried to phone id mobile no one would answer but they want me to keep paying my monthly bill. Its a shame cause I have to take another contract with sky. Thinking of paying off my contract and throwing the sim and phone in the skip. If I know the office of id mobile id probably be throwing it to the skip as well. Complete disgrace. Did I mention the Internet is rubbish

371
Kevin M
Legend
4 years ago
S
Civilian
steh575Civilian
asked in Community Archive.
No network available.

I got phone in jan 2020. Set up d.debit. paid automatically no probs. By 2nd week of march I returned from hols to covid chaos and had d.debit cancelled as I had stopped working. Help was given on this site and I followed instruction to cancel d.d and pay by card. Currently my details state next bill due in August but I cannot see that july bill is paid, which is due in 5 days. My network is not working but as I have been connected to wifi for basically 4months i wouldn't have noticed. Have ID seriously just cut my network off without any prior warning? All I have had are standard ‘payment due' messages and as the d.debit was cancelled originally due to not knowing when I would have cash in the bank to pay it, you would think some consideration given rather than just cutting people off. I paid 2 Bill's in one month I think for april or may so why now suddenly no network? I have used 8 mins of my allowance, 8 minutes!!!! Everything else has been done over wifi, and now I'm cut off

462
Kevin M
Legend
4 years ago
M
Civilian
Matt67Civilian
asked in Community Archive.
I.D taking my money a year after the contract has ended.

I’ve been paying for a phone that my son has not used for 2 years! Not been contacted by I.D they just keep taking my money, I thought it was entwined with my other kid’s contract.

221
Kevin M
Legend
4 years ago
M1naz
Civilian
M1nazCivilian
asked in Community Archive.
Cant Log In

I got a new contract and i cant log into the app

231
Kevin M
Legend
4 years ago
WesleyJown
Civilian
WesleyJownCivilian
asked in Community Archive.
Paying an old bill

Hi,   I have an old bill I want to pay, but I don’t know my mobile number or the log in details.   The call centre is closed.   Any advice?   Thanks

231
Kevin M
Legend
4 years ago
Joeboii
Civilian
JoeboiiCivilian
asked in Community Archive.
Phone Bill overdue after covid help.

I was given 3 months breather over the last few months when which I am grateful for. However my bill is now around £150 mark, I can only afford 30-40 a month. You've now cut my phone off and I am paying 30-40 a month off debt but amount just keeps going above what I can afford. What do I do? I don't work so cannot afford to pay in 1 lump sum, do I sell phone/forget about the contract? I won't keep paying monthly for something I'm restricted from using.   I did ask when they have me 3 months grace period for the contract to have an extended 3 months instead of adding the 3 bills together making it unpayable.   Edit: I'd rather have bad credit score than pay monthly for a phone I cannot use, if it's enabled I have no issue paying.

694
Joeboii
Civilian
4 years ago
M
Civilian
mrben10Civilian
asked in Community Archive.
Overcharged and Incorrect Minutes

My call minutes are incorrectly logged on your bill, subsequently I purchased additional minutes for a month when this was unnecessary. On 02/06/2020 I have been billed £5.99 for a call of 4 hours, 26 minutes and 52 seconds at 13:01:03 to an 0333 number. According to your own billing logs, the next call to a different number is at 13:06:45 (lasting 30 minutes). Firstly 03 numbers are included in my call package whilst I have minutes available, secondly your own logs show it is not possible for my call to have lasted over 4 hours. For the 03 call on 02/06/2020 at 13:01 my call logs show 46 seconds. After being warned in the app my 300 minutes was almost used, I purchased an additional 500 minutes on 03/06/2020 for £5.00 Your incorrect logging of the call on the 2nd means my purchase on the 3rd was not required. Your billing error means I have been incorrectly charged an additional £11.99 on my statement and I request a refund.

201
Kevin M
Legend
4 years ago
Danielle Diprose
Civilian
Danielle DiproseCivilian
asked in Community Archive.
SIM

Hello,  I'm just wondering if it would be possible to order a replacement SIM card? My phone has been at the police station for around 3 months and I have had to order a new mobile. I am still currently paying for the SIM without being able to use it.  How and where can I order a replacement? Thankyou   

321
Kevin M
Legend
4 years ago
Loz17
Civilian
Loz17Civilian
asked in Community Archive.
loz17

I have lodged a complaint and I dont agree with decision how do I get in touch via email as phones are always busy, I really dont want to go to the ombudsman with this matter

101
Kevin M
Legend
4 years ago
Malathe
Civilian
MalatheCivilian
asked in Community Archive.
I would like to return to ID

Hi I have ended my contract with ID end of February, due to leaving the UK. But now, I have found that I have linked my number to my email account which has been blocked recently. It is a very important email for me ( 10 years old and my work email) and I couldn't find any other way to recover it but through my number as they will send me a verification code in a message.   Is there any way that I can have access to my messages through my online account? or being issued a new Sim card ?    Also I am planning to get back to the UK for my graduation, so I though it is good idea to keep my number. I really appreciate your support in this, due to the very high importance of the email. so what are my options?    Many thanks  Malathe 

233
Kevin M
Legend
4 years ago
I
Civilian
IainMDCivilian
asked in Community Archive.
Galaxy S10e no Voicemail Notification only SMS

I have recently moved both my own and my son’s mobiles to iD.  I have a Galaxy S10e and he has a Galaxy A5 2017.  Voicemail notifications on the status bar do not work for either of us.  All we get is the SMS notification which I would rather turn off but for now it’s all I can get. Why might the standard icon in the notification bar not be working for us?  I have tried a number of things. Turned voicemail off and on again The APN seems set OK Tried with WiFi and mobile data on and off Cleared cache and data for the Phone app on the handset I had a support chat with an agent who could provide no insight and then abruptly ended the support chat after 20 minutes of leaving me waiting when she ran out of ideas. The phone is not likely to be the issue as notifications worked fine on giffgaff and also work fine with an EE SIM inserted. Any help appreciated as all else is working well but can’t get to the bottom of this issue. Thanks.

683
Kevin M
Legend
4 years ago
J
Civilian
JammybCivilian
asked in Community Archive.
Poor signal and text message problems

Hi, I got a contract with you a few months ago. The phone signal is awful on WiFi calling and normal calling. I have switched off WiFi calling now. Very often I get a phone call and the other person can’t hear me, I make a phone call and they can’t hear me, the phone call is broken up. I also cannot send text messages (My existing number was transferred to my new ID sim but the new number is in the phone for iMessages and FaceTime not my existing number, and I can’t seem to add it) . Text messages come up as undelivered every time. I had no problems with EE at all. 

2067
Ryan
iD Mobile Employee
4 years ago
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