Thinking of leaving?

Hi, I am trying to cancel my sim only contract and request a PAC code. However when I try and do this I keep getting an error message saying ‘something went wrong’. Please can someone help. Thanks Andrew

So...when I first signed up to id mobile I signed up as the internet was powered by 3.....first year, no issues at all. Could run a firestick and a ps5 from it on hot-spot no worries.......these days....same place, same location, upgraded phone. Can't even run bbc player on hot-spot. The mobile data is horrendous wherever you go aswell these days and it's clearly not an isolated incident as there's loads and loads of others with the same issue.… My 2 questions are 1. Why the decline in bandwidth? It's almost as if id keeps you sweet for the first year of contract, then cuts it for year 2? How do I contact id about improving my bandwidth as they obviously have control of speeds and can improve/limit them. Am seriously thinking of cancelling my contract as there's just no point in being with id with the internet the way it is atm.

I have moved country temporarily and have got a sim plan over here. If I cancel my ID mobile plan how can I ensure that I can get the same phone number back when I move back to the UK next year?

Several months ago, my new mobile Service Provider, Smarty (who I’d signed up with a couple of months previous), emailed me to let me know that my mobile would likely not work after the 3G switch off as it does not correctly support their hardware’s configuration for VoLTE, and that I should consider switching to a new Service Provider, or purchase a new phone. In anticipation of this, I scouted around for a new comparable deal, and came across iD Mobile. I could see that they ran on the Three network, so to be sure, I spoke to an agent and asked. For posterity, below is an extract of the conversation I had with the iD Mobile agent. You: I have a Xiaomi Redmi Note 8 Pro and I am currently with Smarty. I've been advised that 3G will be switched off in less than two weeks and when it does, my phone will not be supported, because even though it supports VoLTE, and configuration issue on Smarty's side means my phone is not supported. I also read that ID mobile is likely to have a similar configuration problem, and I'd like to confirm that it will work with my phone before I activate my SIM and port my number over. Lwazi: Welcome to ID Mobile Daz, you are through to Lwazi, I’m just going to have a quick read through your chat history. Kindly just bear with me for a moment. Lwazi: Thank you so much for allowing me to read through your chat history. However Three is iD Mobile’s network partner, will phase out its 3G network by the end of 2024. At the same time, they’ll continue to invest in rolling out 4G and 5G, meaning more people in more places will be able to take advantage of being on the UK’s Fastest 5G Network, as awarded by Ookla™. This investment promises lightning-fast speeds and excellent reliability for streaming, gaming, browsing, or video calling, delivering the best mobile experience possible. You: But is my phone supported? Lwazi: Yes it is supported to use 4G and 5G. The Redmi Note 8 Pro offers a variety of network connectivity options to keep you connected. It has dual SIM card slots, supporting 4G connectivity on both. Lwazi: * it does support You: I'm just concerned that I might port my number over and then my phone will stop working after 3G gets switched off. Will I be entitled to a refund if this is the case? Lwazi: Please note that your device will note stop working unless you do not switch to 4G “Great!”, I thought. I signed up and started getting my number ported over. This was about a month ago now. Now, I am finding that my mobile phone works when I’m at home or in the area, but not when I am in other areas (which sort of defeats the purpose of my having a mobile phone in the first place). I can neither make or receive calls whilst away from home, but I can text and use mobile data. I went out of my way to find an appropriate provider to switch to to avoid this problem, and now I having to deal with it anyway, apparently because, not only did the agent not know the answer, but they made out that they did. So thanks for nothing, iD Mobile. I paid you a month’s fee for you to provide me with the exact inconvenience that I was trying to avoid in the first place. Now I need to find a new service provider and deal with having no calls whilst I am out and about in the meantime. If this post helps even one other person avoid the problem themselves, then it was worth it. Has anyone else had similar issues?

My wife and I just moved to ID, I’ve put both sims in today. Her phone is using up data at an alarming rate. 5 gb and it’s only been switched on for an hour or so. There has been no streaming or anything, simply switched on. She has come from a 5gb contract and was lucky if she used half of that per month. My phone has used 0.1 gb! I think this maybe the quickest ever change of provider that we have ever had, shocked at reading how poor the customer service is.

As someone who has just spent years on EE and then Vodafone with no signal problems at all, I took someone's advice and agreed to try ID mobile. Sadly, I know after only a week that this is simply not the network for me. Poor or no signal, losing calls mid conversation, etc means I want to pull the plug before I've really got started with ID MOBILE. DO i go in-store to Currys where I picked up my sim from, or do I have to cancel online?

I cannot find out how to get rid of my temporary number. It is stopping me from received by OTPs

New to idmobile but wish I never set eyes on them if you are lucky enough to never have a problem or question then you might be ok other wise you are directed to the live chat where 9 times out of 10 you never resolve the issue when you do manage to get a phone number the number just keeps sending you to live chat 🤷🏼‍♂️ all in all very disappointing and can’t wait for my contract to end

when does my contract end not been able to use phone for three months

I have had nothing but problems with my phone. From day one it won’t let me message certain people. My neighbour is 90 & she relies on me messaging her. It’s hit & miss with phone calls. I had a new sim, spoke to team members. The last team member asked for this payment on the phone. I have tried 3 times to sort this problem out. I’m contacting the Financial ombudsman to take this further. I want to return the handset & sim . Please privately message me an email for me to send all of this information too

Why is there no live chat or any other way to contact anyone at ID? I’ve been going round in circles for half an hour and keep coming to the same page saying how live chat is available?

I applied for an upgrade. The phone arrived but DPD wouldn’t leave it without the PIN which my husband didn’t have because my current phone doesn’t work in our village due to the 3G switch off. Instead of re delivering DPD sent it back to ID and this is where I discovered that ID has the worst service and clearly their people must hate working there. When I tried to get the upgrade re delivered and asked to go on my old plan until the new phone arrived, they cut me off. When I got reconnected it was on PAYG only no communication, despite a promise of a call back. I now can’t upgrade, have no idea what to do with a PAYG phone and have paid for a phone I didn’t get. No one helps. None of the 5 people I’ve dealt with takes responsibility. I chose ID because of a money saving expert recommendation. I’m contacting them now to make sure it’s clear to people that they might be cheap but they are useless if something doesn’t go right. I see that I’m not the only one to experience this kind of bad behaviour-anyone got a hack to get them to listen.? This is taking up hours of my life.

I'm going to have to leave id it's the calls that are an issue I have ful signal at home ( no landline) Nearly very time I ring someone they can't hear me as I'm breaking up. It's getting to the point of annoying now as I'm trying to book something very important and they can't here me obviously as our names are spelt incorrectly. That tipped me over the edge I need a network I can use for calls 📞

I joined idmobile in April and now want to switch the rest of my family (3 other accounts) to idmobile. However, when I try and do this, I just keep getting rejected saying the credit check has failed. I’ve checked my credit rating - Experian shows it as 999 out of 999. I’ve also had an account since April, paying by DD each month. It was rejected in August but customer care said they were not able to advise why this was, so they asked me to wait a month and try again… I waited 2 months instead, but still it does not work and my order is rejected. None of the reasons given in the email apply to me. I don’t want 1 user on idmobile and the rest of my family on something else, so I’ll just switch myself back if this doesn’t work. This is also the 2nd post i’ve tried to make here asking for help. The first post said it was being moderated before posting, but never appeared. I’ve just come back here to see if someone has responded and my account is totally blank saying i’ve never posted here! I hope you understand, I’m starting to lose my patience with idmobile.

I entered my pac code at point of sale online. It hasn't been used/activated by id mobile. After searching help I'm sent to view documents that were attached to an email from id. I found the documents and was told I would find a date that I had requested for the switch. The document states that no date was selected and directs me to page 4 for more information but page 4 does not offer any useful information. What has gone wrong? If this is a sign of how id mobile will manage my account then I'm seriously considering cancelling before the end of the 30 day cooling off period. Something so simple should not be so complicated.

I have not used or even open the package of my mobile phone. I am not satisfied with the customer service and I would like return my mobile and terminate the contract with ID mobile and stay with EE.

Duplicate sim only plan, ordered by vulnerable customer, by mistake: disappointed iD were not a little more flexible & understanding. Will this affect my credit score ? Unfortunately for me this was a complete accident/mistake I have made all by myself. I get very overwhelmed by emails at times and miss important ones quite frequently. I only needed a letter to be sent by iD and I would have responded or just paid in full. Noticed in June ‘24 : two separate DD payments from my bank to iD mobile each month and realised I'd ordered two sim only plans by mistake, I'd been in a panic to find a new provider when I remembered Plusnet mobile were shutting down early 2024. I think this may have been why I was more overwhelmed than usual by all the sim only offers …. I chose an iD sim only plan. I rang iD early June ‘24 explained fully I'd duplicated the order b y mistake & asked for the 2nd account to be terminated I spoke to iD on the phone in early june '24, this is when i explained the mistake i must have made, and I requested the disconnection of the one sim I hadn't used, and made a plea for some understanding and flexibility regarding the future payments, especially as I was paying for an exact duplicate. The termination was finally completed in September, 3 months after I requested it, and a final bill generated the fay after. I've looked back and I only received one email regarding the final payment that was due, but as I had foolishly cancelled the DD in august and completely missed the ONE email with details of my final bill ……. the debt was passed to the debt collecting agency. I have just received a letter from a debt collecting agency I had missed only ONE email containing the details of my final bill. £32.36 …..and I was an idiot to think that iD would wave the minimum period under these circumstances. So I am to pay for the whole 12 months and I missed out on the amazon vouchers too . This stings because it was a genuine mistake made by a vulnerable person. What stings more is this could affect my credit rating now. 🙄

Hi, I have 24 month contract with mobile and tariff. I have already paid 23 instalments and hence last once should be going on mid of this month. What will happen after 24th payment? Will my 25th payment will reduce to tariff only charge as i have already paid for mobile? Why info SMS is saying that i have to make full payment of 25th month as well? Cheers

I can't make n receive calls now. It's nearly a month n all the days and time spend to rectify it was stressful. Tell me how to get out of this id contract n moved back to my previous network provider.

I will definitely be leaving ID mobile absolutely disgusted the way I've e been treated, when i signed up i must have ordered 2 sims as i didn't know what i was doing, there was obviously no activity on the sim as i didn't know it existed a year on iv had tons of e-mails from a debt collection agency, I've phoned you several times and talked to lots of different staff who say i will hear something in 7 days, still waiting i have talked to the debt collection agency who I've explained all this to, they said they where still waiting to hear from ID Mobile. This has caused me lots of stress at a time i really didn't need added stress. Ive been told i could get bad credit and ive never been in bad credit in my life also im trying to get a mortgage to make matters worse. Regards Tracey Gardiner.

I wish to know when will ID Mobile be removed from my Credit Report as it shows its still active even though I've now ended my contract? I ended my contract 20th.October and paid the final bill.

I only got my phone yesterday and I now have a bill

I cannot call from my number and cannot receive calls and also cannot send text message, shows information falls

I have been a loyal customer to ID Mobile for around 8 years. My contract began at £5 a month and still is £5 a month, so I cannot complain about the cost and the contract by and large covers all my needs. However, a recent experience has left me feeling let down completely by ID mobile. I am disabled and suffer from a serious autoimmune disease. I became very very ill recently and was admitted to hospital. Within 24 hours I was rushed by emergency ambulance to another hospital 45 miles from home. Not only that but I was told I may not survive the weekend. My partner does not drive and my daughter works full time so having visitors was always going to be difficult, especially during week days. Although she was able to get sometime off due to the circumstances, she is the manager and had responsibilities and I was fine with that. Anyway I knew I could keep in touch by phone, Internet etc, so it wasn't going to be too bad. I quickly became aware the the NHS WiFi was a waste of time. I couldn't even send a WhatsApp using it. So it was down to using my mobile data. With rollover I get 3GB a month, which is normally more than I ever use. I soon discovered that 3GB was nothing and it disappeared quickly. So I went onto ID to look for a data pack. £10 for 6GB was the best available as I didn't want to overspend. I ordered it and it went through, everything good I was able to keep in touch with family etc. Within 2 days the 6GB was gone! I had to get another data pack. Now I admit that I had watched some TV to help pass time but the speed at which the data was going really surprised me. Again Within 2 days another £10 add on was needed. That was £30 in under a week. I was still classed as being critically ill and the future unsure. I decided to contact ID about maybe getting a better short term deal on data to help me out while I was stuck away from home and family. What a performance this turned into! I tried to access live chat, to find myself stuck in a dead end loop of AI that didn't understand what I was asking about. In frustration I typed in I want to leave ID mobile!! Immediately it flashed up I'm transferring you to a real person. The chat began and I explained what had gone on and that I was hoping to get some help with a data package that was a bit cheaper than £10 for 6GB. I do only have a limited income of disability benefits to live on and £30 in 6 days was a lot. I said I was not looking for a handout or something for nothing, I expected to pay. I was surprised that the person I was talking to said, "I think you are a vulnerable customer and I would like to record that on your record". I said well I wouldn't say I'm vulnerable as such I just get on and do things as best as I can. If you want to note that down and it gets me a short term deal on data feel free! Next thing she said I've put that on your account, I cantt help you anymore. You need to ring this number talk to the vulnerable person people and they might be able to help. I was gobsmacked!! I then accidentally hit the wrong button and lost the chat and the number and that was the end of that. I was quite annoyed to be honest, all I wanted was a bit of understanding and a bit better deal for data while stuck 45 miles from home and very unwell. £30 for 18GB of data I think is very expensive to say the least. In the end I spent the next 6 days just texting and calling home, no video calls or anything as I couldn't afford to spend money at the rate I was. Was it ideal? No it wasn't. Do I feel let down by ID, yes I do. I dont feel I was asking for much in the circumstances, I wasn't expecting a freebie, just a better deal to help me out while stuck in hospital, unsure what my future would be. Apparently that was too much to expect from my mobile provider. Thankfully I am back at home now, still very unwell and facing an uncertain future. I would simply like to know why I should stay with ID after this experience? The extortionate £30 for 18GB of data has left my bank today by DD. It leaves money tight this month but its paid. I have found a better contract with Smarty and will give ID the opportunity to respond before leaving, just to see if they do care about their customers and value loyalty. If not I will leave!!

I currently have 30 days left on my contract. All bills up to date. No extra expenses left to pay. The final month renews in 5 days (£47.50) which is fine. but I’ve requested my final bill and it’s saying £134.26!?! can someone please help and why is it so much when my contract is coming up for renewal in 30 days?