Active Contributor

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I'm on Contract but plan disconnected

Forum|Forum|1 year ago
April 22, 2025
21 replies
653 views

Hello, I'm on monthly payment 2 year contract and the contract is still active and I've been paying via direct debit so payment is upto date as well. However, I noticed I don't have a mobile data and when I logged in the app it says the plan is disconnected. I've used my own credentials and I'm not sure what's happening here. Can you please help?

Best answer by WelshPaul

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?

andewhite

Platinum  Contributor

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”.

Forum member (non-iD).

Kash M

iD Mobile Employee

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

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

J

JosephAbyAuthor

Active Contributor

@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.

andewhite

Platinum  Contributor

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?

Forum member (non-iD).

WelshPaul

Platinum  Contributor

@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.

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.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

JosephAbyAuthor

Active Contributor

@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.

WelshPaulAnswer

Platinum  Contributor

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?

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Matthew T

iD Mobile Employee

@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.

iD Community Manager

J

JosephAbyAuthor

Active Contributor

@Matthew T Thanks for looking into this.

J

JosephAbyAuthor

Active Contributor

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