Active Contributor

Absolutely no SIM service for 10 weeks now

3 replies
15 views

Ive been an ID Mobile user for over a decade.

Never had a single issue until August 3rd this year after a phone update the Galaxy S25 stopped reading the SIM card.

Literally spoken to dozens of people, most of which are absolutely useless.

Ive been referred to the complaints department a few time without a solution.

Was told they're working with the technical team and have no idea when they will have a solution so I wait.

They give me a month free.

I wait some more.

Can't get texts or calls.

They try anE Sim….nothing

Just using Wifi.

First week of October they agree to take my 4 month old galaxy S25 back and supply me with a brand new Galaxy S26FE and I get a new SIM card from Curry's.

Transfer data to new phone and ask ID to make sure the SIM is activated and am given a guarantee that it will work...it doesn't and tell me to go to Curry's to get a new one

Im feeling hopeful.

Curry's give me the SIM card and tell me to activate through the ID App…..nothing.

Live Chat with ID tell me they will activate the sim and to give it an hour….NOTHING.

They then give me some nonsense about the phone number not being transferred across but Curry's did this when they gave me the SIM card.

Were just going around in circles now and Ive had enough.

HOW HARD is it to activate a SIM card for heavens sake?

Ive given them one week or Im returning everything and cancelling the contract.

The odd thing is my daughter renewed her ID mobile contract with a new phone without any issues at all.

Never have I come across such bad customer service.

Gemma M

iD Mobile Employee

Hi @AndyRichards200676,

I'm sorry to hear about the experience you've had. I can appreciate how frustrating it must be after months of troubleshooting, replacement SIMs, an eSIM, a replacement handset, and multiple contacts with different teams, only for the issue to still remain unresolved.

Unfortunately, we're unable to assist directly with SIM activation or SIM-related issues through social media. You'll need to contact our Live Chat team again so they can review the latest notes on the account and continue investigating the issue.

If you're not satisfied with the support you've received so far, please ask the Live Chat team to escalate the matter further, as they'll be able to review what additional options are available and check for any updates from the Technical Team.

We do apologise for the inconvenience and appreciate your patience while this is being looked into.

Regards,

Gemma M
The iD Mobile Social Media Team

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A

AndyRichards200676Author

Active Contributor

Hi Gemma

I have been thoroughly unhappy with the service from ID mobile these past few weeks and it's very frustrating paying for a service I'm not receiving.

Ive spoken to so many different people on Live Chat and we aren't any better off from 10 weeks ago.

Ive had my case escalated so many times, nobody gets back to me and its as though nobody knows about my issues so every conversation is starting from scratch

Marquerita T

iD Mobile Employee

Hi @AndyRichards200676.

Thank you for sharing this. I’m so sorry for the frustration you’ve had over the past 10 weeks. Paying for a service you aren’t receiving is not acceptable, and having to start from scratch with every conversation must have made it even harder.

One thing that may help is to update your contact details on your complaint and add an alternative contact number or email address. If the team have been trying to call you on the number that isn’t working, that could explain why nobody has been able to get back to you.

Thanks,

Marquerita

The iD Mobile Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.