If your switch is taking longer than expected, don’t worry! Here’s what you should do:

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.

Switching delays typically happen when data files containing your switching details are not received promptly or if there’s a network incident causing a delay in processing these files.

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.

There’s no need for you to contact us as we’ll automatically start working to fix it once we are notified of your switch delay.

While you're waiting for the switch to complete, please continue to use your old network's SIM. Your old number will remain active on that SIM until the switch is finalised.

If you find your old SIM has lost service but your iD Mobile SIM or eSIM isn't working (even after restarting your phone), please contact us so we can help.

Yes. If your switch is delayed, you're entitled to compensation for each working day it's late, in line with Ofcom's regulations. We'll automatically add this to your account as a credit, so you don't need to claim it.

Once your switch is complete, you’ll receive an email and an SMS to your new iD Mobile SIM to confirm.

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.