Does it say the same in your iD account online, ​@markn?

https://my.idmobile.co.uk 

It says exactly the same

I bet if I stop paying the bill then my account will suddenly become active again

Sounds like a possible issue with the iD Mobile billing & metering systems, ​@markn.  

Hi ​@markn  sorry to hear this, please can you try deleting and redownloading the app?

Please let us know how you get on.

Sian , I’ve done this three times but I’ll try again

Exactly the same ,

 “This plan has been disconnected “

Thank you for trying ​@markn 

Can you please try logging in via a browser to see if you have the same message?

Natalie 

I’ve done this already

Thank you. 

Do all other details on the app/account match correctly?

Natalie 

Everything else matches , that is the limited access I have seeing as my account is disconnected 

Hi ​@markn 

Do you get the same error message if you log in via a browser?

Anika

Yes

Thank you. 

Can you please try registering for an account again online?

If this does not work please let us know as we may have to send you a private message for more information. 

Natalie 

I registered for an account again yesterday. Still no change. 

Hi ​@markn 

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. 

Anika

Over 20 hours since a private message was received from iD support. I replied immediately but I’m still waiting for there response. Maybe they’re thinking about it or ringing a technical helpline somewhere    

Hey there ​@markn, we’ll get back to your ASAP. We’re not an instant response service here on Community. If you’re in urgent need of instant responses, we’d always recommend using our live-chat:

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

Thanks,

Tyler

That sums iD mobile up. I’m on here because my app doesn’t work so I can’t access the live chat

Hey there ​@markn, we’re not an instant response service via PM’s and don’t claim to be I’m afraid. You don’t need access to the app to contact our live-chat. You can simply click the link I sent above, via our website:

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

We’ll get back to you via PM as soon as possible, but if it’s instant responses you need, we’d recommend the live-chat.

Thanks,

Tyler

Unbelievable 

Sorry you feel this way ​@markn. We’re predominantly a Community public forum here, and the PM’s are something we offer as additional support for some customers whose issues cannot be resolved publicly. If we do take this to PM’s, we cannot promise an instant response, or a response time-frame. As mentioned above, if you’re in need of instant responses, you can contact us via our live-chat via clicking that link above, where you don’t need to be on the app, or you can contact us via Facebook or Twitter/X. If you’re not in need of an instant response, then we appreciate your patience and we’ll be back in touch with yourself via PM as soon as possible.

So to re-iterate, if your issue is urgent or you’d like an instant response service, please try one of the other platforms mentioned above in this thread.

Thanks,

Tyler

I  don’t have any social media accounts unfortunately otherwise I’d be telling everyone how bad your technical support is. My past experience with your outsourced live chat team when my app worked a long time ago is that they have no technical knowledge either. They would tell me to delete/install the app , then try from a browser , then scratch there head and say sorry we’ll get back to you. 

Hey ​@markn, I’m sorry to hear about your previous experiences with our live-chat team. If you don’t wish to reach out to them, then of course we’re happy to continue our support via PM, of which we’ll get back to yourself ASAP, as our response times will vary here.

Thanks,

Tyler