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?

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Matthew T

iD Mobile Employee

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.

iD Community Manager

Matthew T

iD Mobile Employee

Evening @JosephAby,

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

Thanks.

iD Community Manager

J

JosephAbyAuthor

Active Contributor

@WelshPaul thank you yes it's working now.

Siân W

iD Mobile Employee

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

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

M

MJones1

New Contributor

I have this problem too. Can someone help please

Siân W

iD Mobile Employee

Hi @MJones1 just to clarify, the plan is showing as disconnected on your iD app? Are you able to use all your services OK?

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

M

MJones1

New Contributor

No, it wouldn’t let me do anything unless I was on WiFi and then I could use the internet and WhatsApp

Siân W

iD Mobile Employee

OK @MJones1 I am very sorry about this.

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.

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

P

polar

New Contributor

Same issue here, plan shows as disconnected but definitely isn't.

C

ConalC

New Contributor

Hi @Matthew T I have the same issue, my service is working fine but my plan is showing as disconnected in the app. I'm due to renew my contract /upgrade my phone (now) - is there a way to do this online without having access to the plan via the app (or website, same there) please?

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