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Question

Confirmation of cancellation required

  • July 12, 2025
  • 3 replies
  • 37 views
K
New Contributor

I’m a new customer and cancelled my 12-month SIM-only contract just 24 hours after receiving the SIM due to poor data signal (I can’t live with it!). I cancelled via chat, and the agent said my account would be switched to PAYG within 10 minutes and stay that way until I use my PAC to transfer to another network.

It’s been a few hours, but the app still shows I’m on the 12-month plan. How can I confirm that the cancellation went through? Should I go ahead and use my PAC to switch networks, or could that trigger a penalty—even though I’m within the cooling-off period?

    3 replies

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • July 14, 2025

    Hi ​@KMan6 

     

    Sorry to hear that our signal wasn’t right for you.

     

    Are you still having this issue? The plan typically switches to a non-usable PAYG within a few hours, at least by the end of that day.

     

    Please let us know if you’re still having issues so we can get in touch if required.

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    K
    New Contributor
    • KMan6
    • Author
    • New Contributor
    • July 14, 2025

    The issue is still unresolved, and this is becoming unnecessarily complicated. I regret joining iD Mobile.

     

    On Saturday, I was told my contract would be cancelled within 10 minutes—this didn’t happen. On Sunday, I was told there was a technical issue, and the matter was escalated with a 24-hour resolution timeframe. Today (Monday), I’m being told it will take 48 hours. After raising a complaint (ref: 458309451), I spoke with someone from the complaints team who simply repeated the same information—now saying it could take up to 72 hours.

     

    I have no confidence in iD Mobile’s ability to resolve this. My main concern is that the delay will push me past the cooling-off period, risking a cancellation penalty. Meanwhile, I’m stuck with poor data coverage in east London.

     

    It’s likely I’ll have to contact customer service yet again tomorrow. This entire experience has been frustrating and disappointing.

    Tom
    iD Mobile Employee
    Forum|alt.badge.img+25
    • Tom
    • iD Mobile Employee
    • July 14, 2025

    Hi ​@KMan6 

     

    If you’ve already made a complaint, we’d recommend keeping on with that team, they’ll update you as soon as they can.

     

    Tom

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

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