30 day cooling off period not being honoured? | iD Mobile Community
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Question

30 day cooling off period not being honoured?

  • November 27, 2025
  • 11 replies
  • 57 views

Two new agreements taken out for me and my wife, ordered on 23rd November, activated on 26th. But so many issues with activating in the first instance. Looking to exit within my 30 day cooling off period but online chat is telling me I owe £148. Finally she agreed to waive the £148 (although that should even exist in the first place). She’s sent a PAC code, but it still shows the fee!

Please, can someone help me exit both mine and my wife’s contract

 

PS: I left a comment on an old thread with the above but wasn’t sure if that was closed and thus wouldn’t get visibility, hence the new post

11 replies

WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • November 27, 2025

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.


  • Author
  • Active Contributor
  • November 27, 2025

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


WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • November 27, 2025

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.


  • Author
  • Active Contributor
  • November 27, 2025

Okay will do


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  • iD Mobile Employee
  • November 27, 2025

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 


  • Author
  • Active Contributor
  • November 27, 2025

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!


  • New Contributor
  • November 27, 2025

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. 


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  • iD Mobile Employee
  • November 28, 2025

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


  • Author
  • Active Contributor
  • December 3, 2025

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 

 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. 


  • New Contributor
  • December 4, 2025

@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!


  • New Contributor
  • December 4, 2025

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