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Community Member
SUQU
Community Member
September 12, 2026
Question

ESIM received is not working and live chat wont help

  • September 12, 2026
  • 1 reply
  • 15 views

I have spent another 50 minutes on livechat to try and get them to get the new esim card they sent me working. 

Ntombizonke was useless and told me to go into a currys shop which are all miles away from me. He said it was my device that was the problem but its not as it was working fine before i downloaded the new esim.

When i asked for him to send another esim instead he said i needed to upload security selfie with a copy of my driving license or passport neither of which i have with me. I said you must have other security protocols given texts cant be received from people and he said no and then refused to assist any further. And he wouldnt put me onto a manager either - Shocking service

    1 reply

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    September 15, 2026

    Hi ​@SUQU,

     

    I'm sorry to hear about the experience you've had, and I completely understand why you're frustrated.

     

    If you're unable to receive the verification text message, then our team will need to follow alternative security checks before they can issue a replacement eSIM or SIM. This includes providing proof of identity, such as a passport or driving licence, as part of our fraud prevention and account security process.

     

    Unfortunately, if the OTP can't be verified, this process can't be bypassed, and we're unable to issue a replacement eSIM without completing the required security checks.

     

    If you're not comfortable following the identity verification process, or don't currently have the required documents available, you can alternatively visit a Currys store and discuss obtaining a replacement SIM there.

     

    As this is an account-specific matter, we're unable to assist further via the Community. You'll need to get back in touch with our Customer Service Team via Live Chat for further assistance.

     

    We apologise for the inconvenience caused.

     

    Regards,

     

    Gemma M
    The iD Mobile Social Media Team

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