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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.
- Switched at checkout? Your switching date can be found in your ‘Order Complete’ email or Contract Summary.
- 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 contact 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 incident causing a delay in processing these files.
What happens once my switch is delayed?
If there’s a delay to your switch, we immediately contact your previous network to re-request your data files. This process happens automatically, so there’s no need to contact us. Most delays are resolved by the end of the next working day.
Once your switch is complete, you will receive an email and an SMS to your new iD Mobile SIM to confirm.
Do I need to do anything if my switch is delayed?
There is no need for you to contact us as we will instantly initiate the escalation process once we are notified of your switch delay.
How will I know if my switch is complete?
Once your switch is complete, you’ll receive an email and an SMS to your new iD Mobile SIM to confirm.
My switch has been delayed for over 7 days. What do I do?
In the unlikely event that the switch still hasn’t happened after 7 days from the original switching date, simply contact us and we’ll get it sorted.