I got my plan yesterday and installed the esim today. I’ve attempted to keep my old number using PAC multiple times through the app but I keep getting the error when clicking next on the first details page. I’ve done everything recommended by the FAQ to fix the issue but it still happens. I then attempt to contact iD mobile through live chat but everytime it fails to connect me to an agent. What can I do?

Hi, @daryanThank you for getting in touch and for providing those details. I’m sorry to hear you’re having trouble transferring your number and connecting to our live chat Iunderstand how frustrating this must be, especially after just joining us.Kindly note that our live chat is currently experiencing some technical issues. Our technicians are aware of the problem and are working to resolve it as quickly as possible.To help get this resolved, please send us a private message via one of our social channels (Facebook or Instagram), Live Chat, Community, or email us at socialqueries@idmobile.co.uk. Include your PAC code, your iD Mobile number, and the number you’d like to transfer.In the meantime, please try the following steps:Log out of the iD Mobile app completely, then log back in and retry the number transfer.If the issue persists, try completing the transfer through our website instead of the app.Thank you for your patience we’llmake sure this is sorted for you as soon as possible.-Zandile

@daryanHere’s the best way to contact an agent on Live Chat, you don't get connected to a person straight away. In the message box type in, To speak to someone. An agent will get back to there's no set time to this reply I'm afraid..Joe 😉

Oops something went wrong error keeps showing and I can’t contact iD mobile

To enter this promotion, participants must register with the iD Mobile Community and provide an answer to the question on the corresponding topic thread: “How to use smart tech to keep your New Year resolutions on track.”

No purchase necessary.

The closing date for entries is 23:59 on 19th January 2026. One prize will be awarded: THERABODY Theragun Prime G5 Handheld Smart Percussive Therapy Device - Black.

This promotion is open to all UK residents aged over 18 years (except for employees and their families of the Promoter and their group of companies, agents (including affiliates), suppliers and anyone connected with this promotion).

Only 1 entry per person is permitted, duplicate entries will not be entered into the draw.

The Promoter may, in its absolute discretion, disqualify any entries which it feels do not comply with these terms and conditions or where any form of bad faith is suspected.

The entry must be submitted personally by the entrant. Entries by third parties, collective entries or multiple entries will be disqualified.

The Promoter accepts no responsibility for lost or incomplete entries.

One winner will be selected at random by an independent person from all correct and eligible entries received. The winner will be notified by email or by private message on the Community platform and will be asked to reply within 7 days of receipt of the notification. If the Promoter does not receive confirmation from the winner that they accept the prize by this time, the Promoter reserves the right to withdraw the offer/prize. The prize will be delivered within 30 days of acceptance.

The prize is non-transferable and non-refundable and cannot be exchanged by a winner for an alternative. The Promoter reserves the right to replace the prize with a similar value prize.

The decision of the Promoter is final and binding and no correspondence will be entered into regarding the outcome of this promotion. We make no representation or warranty in relation to the prizes provided and to the fullest extent permitted by law, we shall have no liability to you in relation to any prize, its fitness for purpose, merchantability or otherwise.

Upon request, the initials and county of the winner will be available by sending an SAE to the Promoter at the address below. Such requests should not be sent until 28 days after the draw.

If you are the winner of this promotion, you will be asked to agree to participate in any publicity arising from the prize draw which the Promoter may reasonably require. The Promoter will also have the right to use each winner’s surname and country of residence for advertising and promotional purposes in connection with the promotion in all media without further notice and without the need to make payment to the winners.

iD Mobile takes your privacy and security of your personal data seriously. Our Privacy Policy explains how we collect and use personal information in accordance with current UK data protection legislation. Our privacy policy can be found at idmobile.co.uk/legal/privacy-and-cookies.