Active Contributor

Question

30 day cooling off period not being honoured?

Forum|Forum|9 months ago
November 27, 2025
17 replies
299 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

WelshPaul

Platinum  Contributor

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 have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

hardz10Author

Active Contributor

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

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.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

hardz10Author

Active Contributor

Okay will do

L

Lunathi M

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

hardz10Author

Active Contributor

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!

J

Joanna888

New Contributor

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.

Lamiya C

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

hardz10Author

Active Contributor

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.

D

DarrenSm

New Contributor

@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!