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Pr0xibus
New Contributor
October 7, 2025
Question

guardianship

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

    This topic has been closed for replies.

    4 replies

    Tyler C
    iD Mobile Employee
    Tyler C
    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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Pr0xibusAuthor
    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
    Tyler C
    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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Pr0xibusAuthor
    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.  ​​​​​

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