Hi ​@Marlena Bernat,

Welcome to the Community!

Did you select the tariff that showed that the earphones were included?

Can you send us a screenshot of the tariff and handset you purchased?

Kash

Hi, I really cared about these headphones. I hope they will be sent. It says in the offer that they will be sent with a phone, but unfortunately I only have a phone.

Thank you 

Marlena 

Hi ​@Marlena Bernat,

Unfortunately the plan doesn’t include the Airpods.

Sorry for any inconvenience caused.

Kash

How does it not include? After all, it shows that they are. 

And here’s another one.

​@Marlena Bernat On the last screenshot it clearly states “on selected capacities and tariffs”

And the reference to capacities relates to the storage on the device (128GB) and the tariffs, as per that text on the above screenshot, relates to DATA tariffs (10GB, 50GB, 100GB or unlimited), not PRICE tariffs that Kash is referring to.

Unless I’m missing something blatantly obvious it really does look like something is amiss with a lot of these Christmas offers.

It looks like the ‘air pods journey’ does not cancel out the non qualifying price tariffs. To me if you select air pods with the upfront cost then only price per month THAT qualifies should be shown, not ALL the prices.

I chose a tariff with a capacity of iPhone13- 128GB and unlimited GB So the question is where are my headphones? During the order, it said that they would be sent along with the phone. 

According to the prices Kash posted, the £26.99 price tariff does not qualify for the air pods.

Also the £26.99 is not unlimited data (again according to the prices Kash posted) either but I would guess to say the iPhone 13 128GB on unlimited data was offered to you at the £26.99 being as you’re an existing customer and it may have been the unique price offer that might have messed this up

During the order, it said that they would be sent along with the phone. 

Can you post any information stating you were accepted for the air pods (but do not show any personal information, or account numbers or order references). If you do have proof it makes the price list Kash posted void.

I have a tariff for £34.99 per month. 

Sorry, £33.99

So the list ​@Kash posted must be incorrect. It doesn’t show a price higher than £31.99. Did you buy the phone direct from iD Mobile?

And being as yours is £33.99 I would expect this to qualify for the air pods. I can’t sort this out, only iD staff can.

Anyway, just checking, you were told you had the air pods as part of your agreement when you took out this plan and they called to say they didn’t have any. I wonder if they meant non currently in stock, or did they say you would never get any?

edit I have corrected the £34.99 in my reply to £33.99

I've been in ID since 2020. I extend my contract every two years. I took the first phone call and the first contract in 2020. Then in 2022 I extended the contract and took the phone. Now another two years have passed and I have once again extended the contract for 24 months, unlimited calls, messages and GB. I took a iphone 13 to give for my son for Christmas. The monthly payment is £33.99.

Thanks for that. So being as you’re an existing customer I would have to say (with some certainty now) that the price list posted earlier by Kash is for new customers only.

I can only suggest you either contact iD via live chat to see if they can clarify your order including the air pods and if they do please screenshot the messages

iD’ Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

You can access Live Chat here: www.idmobile.co.uk/live-chat.

(start the chat with talk to person to bypass their automated chat bot)

Or see if they respond to you on this topic

Thank you so much. 
 

Honestly its no problem at all.

Let me know how you get on 🤞

Hi ​@Marlena Bernat 

If this is an upgrade the above screenshot(s) would all be irrelevant as upgrades are not the same as new customer offers.

If you’ve already got in touch with our live chat please continue with them, if you’d like us to get in touch and take a look, please let us know.

Tom