Upgraded - do I need to use the new SIM?

Still not a happy bunny.

If I click on the link live chat it just says URL error.

Why should I have to pay an extra £5 because I’ve been sent a ‘duff’ sim card?

I’m already being charged £9.18 just to up grade. Where does the 18p come from?

Why can’t you just send me the

 ’ how to save my contacts to my phone’ info and a replacement sim.

I’m almost at the point of cancelling the whole lot including my D Debit and go somewhere else.

You try 2 weeks without your phone and you will see why I’m getting to the end of my patience.

I can’t decide whether  to scream or cry. I have tried all the contacts suggested and all I get is the flipping URL notice.

HELP

Hi @Kash,

Thanks for asking. I used the live chat feature to discuss with someone today (once I got past the robot).

I was still getting text messages and emails regarding plan changes and talking about the new sim, for example:

You may receive a new SIM as part of your upgrade
Should you wish to use the new SIM, you’ll need to active it first.

so decided to contact support to check.

As others had suggested, and it was confirmed in the chat, I don’t need to use the new sim. Seems pretty bad for iD Mobile’s carbon footprint policy to send out sims that are not required (especially when they get delivered using a large DPD van). Messaging around this could be much more clear as well.

The app has now updated and shows me consuming Gb against my new plan, £8 monthly 20Gb data allocation.

I was surprised by this immediate change given the last invoice showed I had paid up for unlimited data “Charge From: 21/10/22 To: 20/11/22”. I guess it would make sense though if one had actually upgraded. My new plan is actually a downgrade in terms of data provided.

The next bill is showing as £-0.42 so far, which is a pro rata refund for the line rental and I guess the £16 I paid a few days ago will actually be treated as £8 for current period and £8 for next period, so my plan switch was immediate. Again, this could have been made much more clear.

Sadly, the agent I was chatting to couldn’t explain the arrangements regarding billing and said to wait until I got the next bill. Not good that how this works isn’t well understood.

Thanks.

@gruntfutuk,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Kash

Further to last, a couple of hours ago, I received an email which is even more confusing. I’ve shared the full details on the private messaging. For the community, here’s the content of the email and some details from the app.

This is very confusing.

The email says,

The first bill on your new iD plan is ready

 

Amount due: £16.00

Monthly Plan Cost: £8.00

 

Payment date 4th of every month.

I last paid £16 on the original plan on 5th October for September invoice.

The October invoice says:

Amount due £16.00

Invoicing period: 21 Oct 2022 to 20 Nov 2022

Invoice Number: xxxxxxxx

Direct Debit due 04 Nov 2022

Here's your October invoice for xxxxxxxxxx

Invoice date: 21-Oct-2022

Account number: xxxxxxx

Monthly Recurring Charge From: 21/10/22 To: 20/11/22 £13.33

UK From: 21/09/22 To: 19/10/22 £0.00

Sub Total for this invoice £13.33

VAT @ 20% £2.67

Total amount due £16.00

Total charges for this month £16.00

On my account page, it says:

Your next bill so far: £-0.42

Due by: 05 Dec 2022

So, when is next invoice due, and what shall I be paying? Why does the email say £16 is due on an £8 per month plan?

As I have never done this I have just left it for now.

There is no error message.

I need to know how to save all my mobile numbers on my phone and then transfer them to the new Sim.

I think this might be the answer.

What do you advise?

If there’s a Currys nearby, you can get a replacement in-store immediately for £5.

Otherwise, use Live Chat to ask for a replacement and then wait 3-5 days for it to arrive.

See the “How do I get a replacement SIM card?” article for more details - good luck.

It’s just getting silly.

I tried to activate the sim on line and guess what  I got URL again

I have it too.

5 visits to Curry’s this week, they can’t crack it either.  The phone is showing live signal as a phone but is not working, except with someone else’s SIM card in it. Curry’s supplied a new SIM card… even they they can’t speak to so-called livechat in a computer, have to use staff’s personal mobile phones. iD livechat suggested their Technical would phone my after 48 hours but how will they do that when the phone doesn’t work? On the Curry’s staff members phone livechat I gave my email and suggested they contact me by zoom but they have not agreed or confirmed so that, 6 days and rising, there is no solution and no apparent way of getting in touch with them to agree a solution. 

Getting frantic here. 

Okay @Hazel Walker, your posts are confusing.

You’ve previously said you’re waiting for a replacement SIM because your other iD SIM cards don’t work.

I just tried live chat on my Windows 10 laptop using Google Chrome, using the URL:

https://idmobile.co.uk/live-chat

When I did, I got following when I started my online chat:

What are you seeing?  

Just contact iD using Facebook Messenger or via Twitter direct message (DM).

Sounds like you need to get a PAC and go elsewhere. Anyway, good luck @Frances Voelcker.

🤞 

I didn’t upgrade the phone just the sim package.

I went to Curry’s

The Curry’s assistant put both sims in my Ukatel phone.

He couldn’t get it to work, he gave up and said to go online.

When I go to iD online all the help links are not accepted and I get

  ‘ page not accessible no URL’  i.e. it can’t connect to any of the iD the web pages I want 

Also I don’t know which is the new sim.

How do you tell the difference?

Regarding your online issues, if you’ve logged-in to your iD Community account using the Remember Me option, you’ll have trouble using the web site help links.

Make sure you log out of your iD Community account before you use the help links, or use a different device (nothing’s easy with iD).

Yes, one of those tested was an iD mobile SIM, which worked. All this was told repeatedly to iD mobile’s Livechat (when Currys or I could get into it). Goodness knows how many chats over 9 days before finally they/I got through to someone who bothered to take on board that both I and the long-suffering staff at Currys had done all iD’s suggested tests, and that idMobile technical calling back could not be the solution as the phone/text function did not work. Livechat feedback asked for my email which I gave (several times).

Finally, after over a week, a 2nd new SIM was posted to me by Id Mobile.  This did not activate when I went online to activate it: it took yet another session with on Livechat. My phone actually became usable as a phone at 9.30 p.m. on Thursday 22 September, having stopped working when the first new SIM was put in following a contract upgrade on 12/13 September. I still don’t understand why the original SIM could not simply have continued in use. 

Sure enough, when I finally got back a usable phone, there were missed calls and texts from iD Mobile. How did they imagine trying to make contact with me that way could possibly work? As an option on the iD mobile site, ‘phone not working as a phone’ or ‘SIM card not working’ did not appear as an option. 

The way the iDmobile website appears on a laptop means that several of the functions you need do not appear, (buttons, names of support functions such as Customer Services, Contact us not visible or  found by Search). This is very unhelpful.

iD mobile is a wholly-owned subsidiary of Currys, yet Currys staff are considerably hampered by not being able to communicate with iD mobile except via the same unhelpful means as unfortunate customers.  

I don’t understand how this community thing is supposed to work as technical support as it is hit and miss whether anyone replies, and most of the few replies I received had not taken on board that the phone did not work as a phone. 

I am a fossil, no twitter account, dislike Messenger and anyway it can’t be used if the phone is not working. I use the phone to communicate verbally with people and for family whatsapp. Otherwise, it is a camera and a mini computer.  Not a lot to ask, but obviously too simple a need for iD mobile to be bothered with.

(Something keeps sending reminders to grade or rate community responses but no simple and obvious way to do this appears, and I have a life to lead that does not include opening the can of worms of how to use the ‘community.’ Mohammed’s reply appeared on 27 Sep, i.e. many many days after I first reached out to the community.  There is no button below the message, Mohammed, other than the ‘Send’ button to my response. This is a screenshot of what I see.