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Old account closed but number not moved over

  • 24 September 2024
  • 5 replies
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Lewis Halliday
New
 Contributor

Hi,

I recently switched from Three to iD. Today i got a message to say my old account has closed and my signal disappeared. So I put In the new sim from iD but my number has not moved over to the new sim. 
 

Is there usually a delay for this? 
I have not yet had a text from iD to say it’s completed but thought it would be the same time as when my old account got closed. 
I am also having a lot of trouble trying to sign in to the app. 
 

Thanks

Lewis 

Best answer by andewhite

Unfortunately @Lewis Halliday, UK mobile numbers transfers don’t happen immediately on your switching date. 

When I switched there was a period of around 5-hours, when the number I wanted to keep wasn’t working, as old provider and iD Mobile co-ordinated number transfer from one network to another. 

You old provider’s SIM should stop working on the switching date, indicating iD are working on the switch, which sometimes may not be completed until 10pm on the transfer date.

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5 replies

Harmony Isgolde
New
 Contributor

i am having a similar issue. no sim but my account has been switched so now i am paying for 2 accounts but have no service. How to get hold of customer services…?


andewhite
Platinum 
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  • Platinum 
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  • 11656 replies
  • Answer
  • September 24, 2024

Unfortunately @Lewis Halliday, UK mobile numbers transfers don’t happen immediately on your switching date. 

When I switched there was a period of around 5-hours, when the number I wanted to keep wasn’t working, as old provider and iD Mobile co-ordinated number transfer from one network to another. 

You old provider’s SIM should stop working on the switching date, indicating iD are working on the switch, which sometimes may not be completed until 10pm on the transfer date.


andewhite
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  • 11656 replies
  • September 24, 2024
Harmony Isgolde wrote:


How to get hold of customer services…?

Have you tried https://idmobile.co.uk/live-chat, @Harmony Isgolde?

The customer advisors work until 8pm on weekdays (the iD chatbot works 24/7).


Lewis Halliday
New
 Contributor
  • Author
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 Contributor
  • 1 reply
  • September 24, 2024

All sorted now thank you. Just got a message!

 


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7579 replies
  • September 30, 2024

Hi @Harmony Isgolde 

 

Are you still having issues with this?

 

Please let us know so we can get in touch if needed.

 

Tom