Active Contributor

Question

how to get my phone unblacklisted?

11 replies
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I’ve just upgraded my phone and during delivery DPD lost it for several days before delivering it on Thursday. During that time it was blacklisted. I’ve now got the phone and contacted help twice, both times I’ve been told my phone has been unblocked and will be activated within an hour and it’s still not working. How do I get it unblocked?

Z

Zandile M

iD Mobile Employee

Hi @Jms71

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Zandile m

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.

J

Jms71Author

Active Contributor

Does anyone else have any experience of this? I’m getting no where with all the ‘help’. My SIM card is fine and works on my old phone. On my supposedly unblocked new phone it sometimes will do WiFi calling but not consistently and hasn’t connected to the network at all. Day 5 of a new phone that doesn’t work!

Gemma M

iD Mobile Employee

Hi @Jms71,

I do see that we have an active private chat with you and will respond as soon as possible.

Regards,

Gemma M

The iD Mobile Social Media Team

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

J

Jms71Author

Active Contributor

Any help would be great fully appreciated.. it’s getting beyond a joke at the moment

Z

Zandile M

iD Mobile Employee

Hi @Jms71

Thank you for the above information, please note that one of our agents will assist you on our private chat I am so sorry for the delay.

Thank you,

Zandile m

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.

J

Jms71Author

Active Contributor

It’s been 24hours since an agent has responded in the private chat so I’m not holding my breath.

M

Marquerita T

iD Mobile Employee

Hi @Jms71.

Thank you for your post. I’m sorry for the delay in getting back to you. I understand this is frustrating, especially when you’re waiting for support.

If you still need help, you can also reach us directly via Live Chat here: https://www.idmobile.co.uk/live-chat

The team there will be able to assist you in real time and get this looked into for you as quickly as possible.

Thanks for your patience.

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.

J

Jms71Author

Active Contributor

I have tried that too and get a different reason everyday as to why the phone isn’t working

Gemma M

iD Mobile Employee

Hi @Jms71,

I can see that you already have a private chat open with our team, which is the best place for us to look into this securely for you. Please be assured that one of our advisors will review everything, including your payment details, and respond as soon as possible.

We appreciate your patience while this is being looked into, and we’ll do our best to get this resolved for you quickly.

Regards,

Gemma M

The iD Mobile Social Media Team

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

J

Jms71Author

Active Contributor

For anyone else going through this, check they are unblacklisting the correct phone. Turns out they were trying to unblacklist my old phone and not my new upgraded phone. Once they checked the correct IMEI number the phone started working very quickly.. why this took 5 days and numerous live messages and this hub I will never know!