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Question

guardianship

  • October 7, 2025
  • 4 replies
  • 29 views

Afternoon folks

 

Daughter turned 18 on the 5th of October.

 

We had setup a SIM only account for I believe 12 months, we did not receive an email, but we have noticed the direct debit being setup.

 

We tried to speak with someone online but they could not help.

 

Our daughter is 

 

Autistic

Selective Mute

Deaf

GLOBAL Development Delay

 

 

We have a Guardianship order from the Scottish courts to deal with Financial and Care needs 

 

What we are looking for is the initial email with the esim attached so we can add it to her phone.

 

But the online chat person just said email documents@idmobile.com

 

The reply from that was saying it was ONLY for sending documents.

 

Any ideas what else to try

4 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • October 7, 2025

Hey there ​@Pr0xibus, I would recommend calling our vulnerable customers phone-line on 0800 049 2376 on behalf of your Daughter and explain your situation there, and they should be able to assist further.

 

https://www.idmobile.co.uk/legal/accessibility

 

Thanks,

Tyler


  • Author
  • New Contributor
  • October 7, 2025

That's for the phone number, but they seem to be unhelpful too, I explained the situation but they were determined to have my daughter to come on phone, to confirm her details, if which she couldn't have done


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 7, 2025

Hey there ​@Pr0xibus, I would recommend re-calling this number, and re-explaining your situation and about your Daughter and the reasoning she can’t come to the phone, and state you have a guardianship order, and they should then be able to help if you give the correct details.

 

If you call again, and they still suggest they cannot help, please let us know and we’ll what else we can potentially do, but I’d recommend retrying the number again first.

 

Thanks,

Tyler


  • Author
  • New Contributor
  • October 14, 2025

Cheers for the reply


I have contacted then over 6 times, now, I have sent re​​levant guardianship documents to documents@idmobile 3 times now, and again this morningyet they state they havent received them.  Even making a complaint seems to be a hassle these days.  I think I am just going to have to cancel the direct debit, await a reply, and contact the ombudsman.  ​​​​​