Unfortunately, if the SIM is faulty, you’ll need to wait for the replacement iD SIM you’ve just requested, @Pask01. 

Unless your handset is eSIM capable, then perhaps an iD online adviser might be able to provide an eSIM replacement.

I’ve been on Live Chat again and their response is:

A return was processed for you, because there was a system issue with affected the creation of your account. This means that you will have to return the handset, then place a new order so that we can start the process over.

Kindly be advised that you will have to contact the point of purchase so that they can assist with processing the return.

They did not respond when I asked for details on the returns procedure (whether I’d be receiving an email to explain this)

I don’t understand why they can’t send a replacement sim...

Why does the iD chat adviser mention handset in their reply, @Pask01? 

Your original post was about a SIM issue - perhaps there’s been a miscommunication.

I’ve no idea - I thought it was strange. I decided to DM on X and they seem to be more helpful there (although the issue is not quite fixed yet)...

Yeah @Pask01, that’s been my experience too - the customer advisers helping on iD social media, do seem much more effective than Live Chat. 

Hi @Pask01 

It’ll be worth noting that we don’t have a phone number for general customer support.

Please keep in contact with the team on Twitter.

Tom

No customer support number - what a great service.

use an e-sim, easy and can be activated almost immediately (and disabled also). Use the app to do PAC and number transfer. I did this and the number ported on the day requested, I selected 2 days after but could have selected next day. Pretty smooth on that front.

Hi @Jeremy Bradshaw 

We’re an all online support service, we’re available here on Community, Facebook, Twitter and Live Chat.

Tom