appalling customer service! avoid ID mobile

Forum|Forum|5 months ago
April 23, 2026
5 replies
85 views

I signed up to ID mobile 7 days ago and six days ago decided to cancel.
it is impossible to speak to anyone when I eventually get to live chat on 4 separate occasions I am told the systems are down try again in 1 hour.
I cancelled my direct debit with them and then receive an email stating my credit score could be effected.
it’s the worst customer service I have ever experienced.

M

Marquerita T

iD Mobile Employee

Hi @Sam358.

Thank you for taking the time to share your experience, and I’m really sorry to hear how frustrating this has been for you.

I understand how disappointing it must have been trying to get through to us and being unable to complete your cancellation smoothly, especially after multiple attempts. I also appreciate your concern regarding the message about your credit file. I can see why that would be worrying.

Just to clarify, cancelling a Direct Debit directly with your bank does not automatically cancel your account, and if there is an outstanding balance left unpaid, it could potentially impact your credit file. Therefore, we’d really like the opportunity to review your situation properly and make sure everything is resolved correctly.

You can get in touch with our team via live chat here:
https://www.idmobile.co.uk/live-chat.

Alternatively, please feel free to send us your details via private message so we can look into this for you and help get everything sorted.

Thanks,

Marquerita

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.

M

MATTAP

New Contributor

I’ve just asked the chatbot over 50 times to refer me to a Human/LIve agent as my phone(Pixel 8 pro), purchased through ID has stopped functioning. It was during opening hours and I answered all questions repeatedly but it just carried on telling me to go through my ID app (which was’t possible as it doesn’t work!). AI hell!!

JoeKing

Silver Contributor

I’ve just asked the chatbot over 50 times to refer me to a Human/LIve agent as my phone(Pixel 8 pro), purchased through ID has stopped functioning. It was during opening hours and I answered all questions repeatedly but it just carried on telling me to go through my ID app (which was’t possible as it doesn’t work!). AI hell!!

Just type in the message box Speak to someone, during office hours

Joe

Android OS 16 - Nothing Phone 2, (Samsung Galaxy S 25 Ultra Here to help, I do have a life. 😉

M

MATTAP

New Contributor

I’ve just asked the chatbot over 50 times to refer me to a Human/LIve agent as my phone(Pixel 8 pro), purchased through ID has stopped functioning. It was during opening hours and I answered all questions repeatedly but it just carried on telling me to go through my ID app (which was’t possible as it doesn’t work!). AI hell!!

Just type in the message box Speak to someone, during office hours

Joe

Thanks for taking the time to respond. Your saw and understood that I ask over 50x during opening hours? I asked for Human, Live agent and real person

Matt

Gemma M

iD Mobile Employee

Hi @MATTAP,

I'm sorry to hear you've been having difficulties getting support, and that your Pixel 8 Pro has stopped functioning.

Could you tell us a little more about the issue you're experiencing and what you'd like help with?

To protect your privacy, please don't post any personal, account or security information on the Community. Just provide a general description of the problem and we'll do our best to point you in the right direction.

We look forward to hearing from you.

Regards,

Gemma M

The iD Mobile Social Media Team

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