I'm on Contract but plan disconnected

You’ll need the iD customer service team to help with payments to your account, ​@JosephAby. 

Probably best to have an online web chat with the advisers - they work until 8pm on weekdays. 

Tell the 24/7 bot you’d like to “talk to a person”. 

Hi ​@JosephAby,

Welcome to the Community!

I hope that you managed to get through to someone.

If you require further assistance, please let us know.

Kash

​@andewhite I just spent 45 mins chatting with a customer service and after all they asked me to re register my account which I can't do that as when I put my email it asked me to put my password so no option to re register. Apparently, they can see it in their screen that the account active, but I sent them the screenshot of what I see the message, which says my plan is stopped. It's frustrating when such things happen and you don't even get help from customer service. I am losing my interest in ID, really poor service.

Not sure what to suggest, ​@JosephAby. 

Community members can’t see nor change your iD account, and you’d expect the iD customer advisers to know about the iD app. 

Does it work online at https://my.idmobile.co.uk, using a web browser? 

Have you had the number on iD Mobile previously? It’s likely that your online account is adding the old disconnected account rather than the latest active one.

​@WelshPaul yes i did have another account previously but I've been using the new account. I've done the whole PAC and rejoined back to ID and that was done almost a year ago. Who would be able to support on this? I'm not sure If customer service is going to be helpful.

I encountered the same issue ​@JosephAby  and it was reported to ​@Matthew T who has escalated it to the Self-Care team. There are other posts on here from other users who have also encountered the issue.

Any chance you can assist ​@JosephAby with adding his plan to his online account ​@Matthew T?

• App

​@WelshPaul ​-

I’ve added these other cases to my report. ​@JosephAby, thank you for submitting the error, I hope to come back with a resolution soon.

​@Matthew T Thanks for looking into this.

Morning ​@Matthew T just checking if there's some progress on the above. Even though i removed and reinstall the app, it does still say my contract is stopped. I've attached the screen shot here for your reference 

Hi ​@JosephAby,

I’m working in the background on this, there has been progress made on a fix and I will share an update with you soon!

Thanks.

Evening ​@JosephAby,

This should now be resolved, and your Subscription linked to your yahoo.co.uk email address.

Thanks.

​@WelshPaul thank you yes it's working now.

Glad to hear this ​@JosephAby  thanks for letting us know!