Plan showing as disconnected on ID app

​@Matthew T 

Three plans, two connected, one disconnected 

​@Niamhrosie -

Thanks for confirming, and are two of the plans the same Mobile No. (assuming it’s the one ending in 18), but one is connected one is disconnected? Thanks.

​@Matthew T No three different mobile numbers. The one ending in 18 is the one showing as disconnected 

​@Niamhrosie -

Just to let you know, I’m still working on this with our team. I’ve sent them a chaser today. I’ll get back to you when I can! Thanks.

​@Niamhrosie -

Morning! Looks like the issue was caused by both the Disconnected and Connected Subscription being connected to the same account on our backend. They’ve now removed the link from the Disconnected Subscription. Has this resolved the issue?

Please do not attempt to re-link the subscription, it should just show on your Dashboard:

Thanks.

​@Matthew T 

No, it now shows only 2 plans, the one ending in 418 is now not showing at all.

Do I need to add the plan again?

​@Niamhrosie -

Thanks for confirming, I'll get back to you shortly! I suspect it’ll have to be reassigned by the team.

​@Niamhrosie -

I’ve been informed your connected account has been unassigned and reassigned to your iD Mobile app account, which should trigger it to refresh. Please can you check over the next couple hours and confirm? Thanks.

​@Matthew T 

It's not showing on there as of yet.

​@Matthew T 

Hi,

I've checked again today and the app is still only showing two plans and the mobile ending 418 is still missing. I've also logged in through a web browser and it's still not there. 

Do I need to add the plan again?

Thanks

​@Niamhrosie -

I’ve reached back out to the team and I’ll get back to you shortly!

​@Niamhrosie -

We’ve had to escalate this further, as on our side it’s showing as linked. Please don’t add the plan again. I’ll get back to you once I have an update. Thanks!

@matthewT

Im having the same issue could u assist please? 

Hi ​@donnabruce256 

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. 

Anika

​@Niamhrosie -

Hi. Sorry for the delay in getting back to you. The team have made some changes on the back-end, out of curiosity can you now see the connected plan in your iD Mobile app (if not, I'll ask them if theres anything additional you need to do). Thanks!

​@Matthew T 

Hi,

No it's still not there 

Thanks

​@Niamhrosie -

Hi. Just to let you know this is still being worked on by the team. As a heads up I’m on holiday from now until the 16th, so will get back to you with an update then. Thanks!

​@Matthew T Ok thank you. Have a good time!