The cooling-off period isn’t always 30 days; it varies depending on the retailer. If you’ve been told the fee will be waived and a PAC issued, use it.

I purchased directly from idmobile's website. The email they sent confirms the 30 day return window. So why would they say there's a termination fee? You're advising me to just use the PAC code given, but the email also states a fee of £148. So why are you so confident it'll be fine? And not trying to be snarky, just surprised about the experience

You can’t seek a resolution to something that hasn’t happened. If a bill is generated for £148, it will be credited. You were told that the fee will be waived. You don’t believe the person that told you that, so why would you believe a second advisor? Like I said, you’ve been issued a PAC, use it and if an issue arises all you need to do is post back here and a member of the iD Mobile team will assist you further.

Okay will do

Hi ​@hardz10,

I’m sorry you and your wife have had such a rough start with your new agreements, especially when you’re well within your cooling-off period and just trying to leave without unexpected charges. I completely understand how frustrating this must feel, and I’m here to help you get this cleared up as simply as possible.

Because both agreements were activated on 26 November, you’re still well within the 30-day cooling-off window. In this period, the amount you see will still be waived.

Thanks

Luna

The  iD mobile Team 

Thank you ​@Lunathi M 

So if my wife requests a PAC code from the app there will be no exit fees? I don't need to go through the process of online chat? Great!

Absolutely hideous company. Three different chat agents cut me off when I was desperate for them to help me with my set up (messages weren’t coming through). I will be cancelling my contract with them tomorrow . I have only had my phone a week so they had better not charge me any fee. I ordered through IdMobiles site. I guess I’m going to get a PAC code after deciding which network to go with. 

Hi ​@Joanna888 .

 

Here are a few quick troubleshooting steps that might fix the messaging issue:

Restart your phone – this refreshes the network connection.
Check your network settings – ensure 4G/5G is enabled and your device isn’t set to 3G only.
Update your device software – outdated software can cause messaging problems.
Reset network settings – this clears incorrect configurations.
Check coverage in your area – use the coverage checker on iD Mobile’s website to confirm if there are any local issues.
SIM re-insertion – remove and reinsert your SIM card to ensure proper connection.

Lamiya

 Hi ​@Lunathi M  ​@Lamiya C, I’ve received an email today with a final bill of £142.77. How do I ensure ID Mobile will not be taking money out of mine and my wife’s bank account. I can cancel my direct debit, but then don’t want to be chased up for late payment etc. 

​@Joanna888 Just so you know, I also had a similar experience to yourself with “Three different chat agents cut me off when I was desperate for them to help me with my set up”.

I’ve been cut off twice, by entry level staff and even a senior!

Absolutely shocking company. I’m sorry you’ve had to go through the same problems. Very frustrating. 

It does surprise me though in today’s day and age you can’t speak to someone properly, particularly if you’re experiencing issues. Even then, if it is all web chat based, respond correctly and appropriately. I was going around in circles the other day because the agent just wasn’t understanding what I was saying to her. 

Sadly, still no reply from ​@Lamiya C or ​@Lunathi M on this particular issue. If I continue to receive notices for the £142 payment I will escalate it to the regulator and to moneysavingexpert - the latter purely for visibility so others considering IDMobile are aware of what they can expect from a customer service POV

I've had a similar situation this evening. Twice when the bot said I was being transferred to live customer support I was presented with the chat survey page. Posted on here well before 8pm. And so far no reply. Now means I won't be able to use my phone tomorrow. So won't be able to see if there's been any resolution, or contact anyone until whatever time I get home.

Because people keep hijacking your thread it’s being pushed to the back of the support queue.

My advice is to not cancel the direct debit; let them take the payment if they try. Otherwise, you risk a black mark on your credit file, which will be another problem to sort out.

In the meantime, I’ve escalated this with iD Mobile on your behalf and they should get back to you soon.

Hi ​@hardz10,

Requesting a PAC inside the app or via text will trigger the early termination fee, as it is a switch, not a return (which you are eligible for).

I’d recommend contacting our Live Chat team again, and ask them to waive the termination fees, as well as written confirmation this has been done.

Do not cancel the Direct Debit, you’ll likely end up being due a credit as you were billed upfront for the first 30 days, but only used the SIM for a few days.

Thanks.

Thanks ​@WelshPaul and ​@Matthew T 

I spoke to complaints team a few days ago and they're waiving the fees. No mention of any money owed back to me and I've already cancelled the DD. 

Hi ​@hardz10 

Thank you for letting us know.

If you need any further assistance, please don’t hesitate to reach out.

Thank you,
Michael