Plan showing as disconnected on ID app

Hi ​@Niamhrosie  it sounds like you need to add your new plan to your account. This article should help - How do I add my plan to the iD Mobile app? | iD Mobile Community

Please let us know how you get on. Thanks

I've already added the plan. It shows as disconnected.

Hey there ​@Niamhrosie, sorry to hear that. Have you tried re-registering the new plan at all via the login page (not the add plan tab as sent above)?

Thanks,

Tyler

​@Tyler 

Do you mean select remove plan? Then adding it again?

Hey there ​@Niamhrosie, either try that, or simply go onto the iD Mobile app/website and click register and see if you can re-register that way at all?

Thanks,

Tyler

​@Tyler 

I've removed it and added it again. It said this number is linked to another email address but I could continue and add it to my email address. Still shows as disconnected. 

Hey there ​@Niamhrosie, are you able to try registering with a different email address at all please?

Thanks,

Tyler

​@Tyler 

Hi, I don't want to register with a different email address. I want all my plans on the one email. I don't understand why this isn't working?

Hi ​@Niamhrosie, for the phone number in question, was this phone number used/registered with an old plan at all, or is this the only plan it’s been registered for?

Thanks,

Tyler

​@Tyler When i first took out a contract with ID with this phone number it was registered to my email address. At the end of the contract I kept the number and went somewhere else. Then came back to ID with the same number but it would not let me use my email address to register the plan so I used my husbands. I now want the plan back under my email address and this is what the CS advisor said had been done the other day and what I have done on the app.

Hey there ​@Niamhrosie, sorry to hear that. Unfortunately, as you’ve had the number with us previously, it’ll be linked to whichever email address you used for the old plan, which is why you keep logging into the old plan and not the new one. In this instance, I’m afraid you will simply have to re-register with a separate email adress to be able to login to the new plan, based on the fact that you’ve got an old plan with this phone number. Although we can change the email linked to an account to which we send actual email’s to you, we cannot change the registration email address.

Therefore, please attempt to register with a new email address and you should be able to register/login fine from there. I understand this isn’t ideal, but this is due to your phone number being the in the system and being registered under your old account, and not a new one yet. If you wish to change the email on the account once registered with the new email, you can edit it via the account or we can do so for you, so the new email address is simply a login username, but emails we send you go to the one you want.

Sorry for any inconveniences caused.

Thanks,

Tyler

​@Tyler 

The email address i used for the old plan was my current email address so surely it shpuld show the plan ok?

I've just tried registering the number on my husbands email address and it says its linked to another email address. I've selected to change to his email address and it still shows plan disconnected.

Hey there ​@Niamhrosie, sorry to hear that. To confirm, are you trying to register with a new email address now, that isn’t linked to any other account, old or current?

Thanks,

Tyler

​@Tyler 

Ok I've just registered it to an email address never used before and same message, this number is linked to another email address so changed to the new one and get the sane message. This plan is disconnected. 

This is a known issue ​@Niamhrosie and there is nothing you can do to resolve it. It was raised by myself with ​@Matthew T a while back and was supposed to have been fixed.

Hi ​@Niamhrosie 

We’re very sorry about this.

You’ve said the plan has been disconnected, have you purchased a new plan completely?

Anika

​@Anika 

No it shows as disconnected on the app but it isn't disconnected. I've had this plan for a while but can't see it in the app which is annoying.

​@WelshPaul Thank you. I think it was your post I saw before which is why I originally tagged Matthew T. I take it you still have the same problem then? It's really annoying!

​@Matthew T 

Thank you, can you confirm which email address they are manually reassigning to and how long is it likely to take?

​@Niamhrosie -

Hi. The email you’re currently using to sign-in to the iD Mobile app (albeit showing a Disconnected Account) will be the one that’ll show the new account. I’m waiting to hear back from the Self-Care team, I'll come back hear once I have an update. Thanks!

​@Niamhrosie -

I’ve just confirmed with our Self-Care team your issue should be resolved! Please let me know! Thanks.

​@Matthew T 

Nope still shows as disconnected on the app.

Just tried removing plan and re adding it and says thus number is connected to another email address so changed to mine again and shows as disconnected 

​@Niamhrosie -

Sorry to hear this, I've reached back out to the Self-Care team. I’ll send you a PM to ask for the email address you’d like your plan linked to! Thanks.

​@Niamhrosie -

Could you please check this screen in the iD Mobile app. Tap ‘View your plans’ on the homepage. Does it show two plans? One connected, one disconnected?