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!

I have this problem too. Can someone help please 

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

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

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.
 

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