Hi ​@Datastream101,

We're sorry to hear you're experiencing this.

As the issue only started after your number was ported across and you've already completed the recommended troubleshooting, we'd recommend getting back in touch with our Customer Service team via Live Chat and asking them to arrange a replacement SIM card. This will help determine whether the issue is related to the SIM itself or if further investigation is required.

If the issue persists with the replacement SIM, our team will be able to carry out further checks on the line and escalate it if necessary.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

Update: The issue happened again today — still very much ongoing.

I went back to Live Chat and asked for the replacement SIM as advised. I was told I'd need to upload my passport or driving licence plus a selfie holding the document, in addition to the customer service PIN I'd already provided.

I raised that I hadn't needed any of this to open the account or port my number in the first place, and asked why a PIN isn't sufficient verification for a SIM replacement when it was for those higher-risk actions. The response was simply: "Without the documents we are not able to send the SIM card, I am sorry this is the only way."

I'm not willing to upload ID documents and a selfie over chat, so I asked instead for someone to run checks on the line and escalate if necessary, as your team mentioned would happen if the replacement SIM route didn't resolve things.

I pointed out that escalating a line check doesn't require document verification the way sending a physical SIM would, since it's a diagnostic step rather than an account change. Good news — support has now escalated the matter to the technical team, with a call or email expected within 24–48 hours.

Will update again once I hear back.

Hi ​@Datastream101, 

Thank you for the update, and I’m very sorry to hear the issue is still ongoing. I can completely understand how frustrating this must be, especially after you’ve already spent time trying different steps and still haven’t had a proper resolution.

I do want to reassure you that the request for an image of either your passport or driving licence is part of our updated security process. This is now required so we can make sure the replacement SIM is issued to the correct person and to help protect against fraud. I understand this may feel inconvenient, but the extra verification is there to keep your account secure and prevent unauthorised activity.

That said, I also understand that not everyone is comfortable sending documents through live chat. If that’s the case, you can contact us via our private Facebook or Instagram chat instead, and we’ll be able to provide you with a trusted email address to send the documents to securely. We want to make this as easy and safe as possible for you.

Alternatively, If you need a SIM sooner, you can request an eSIM through the iD Mobile app, and it will be emailed to you immediately or you can pick up a physical SIM from your nearest Currys store at no charge. 

Thanks,

Tashnieka
The iD Mobile Support Team

Thanks for explaining, and I appreciate the alternative options. I'm still not comfortable uploading ID documents or a selfie via chat, DM, or email. I've already provided my customer service PIN, name, address, and bank details to open and verify this account — that level of verification wasn't paired with a requirement for passport/driving licence and selfie images at that stage, so I'd rather not do it now just for a SIM replacement.

I'll go with the option you mentioned and pick up a replacement physical SIM in person at my nearest Currys store instead, since that lets me show ID directly rather than sending images of it electronically.

In the meantime, could you confirm the technical escalation from earlier is still being progressed? I still haven't had a call or email, and it's now been two days since that was raised.

Hi ​@Datastream101,

Thanks for explaining your concerns.

We completely understand that you may not be comfortable providing ID documents or a selfie electronically, and that's entirely your choice.

In that case, collecting a replacement SIM from your nearest Currys store is a suitable alternative, as you'll be able to present any required identification in person.

With regard to the technical escalation, I'm sorry that you haven't yet received an update.

As we don't have access to account-specific information here on the Community, we'd recommend contacting our Customer Service Team via Live Chat for an update on the escalation and any progress made so far: https://www.idmobile.co.uk/live-chat

Alternatively, if you're visiting Currys for a replacement SIM, they may also be able to advise on the next steps available to you.

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

Regards,

Gemma M

The iD Mobile Social Media Team

Update: I picked up a replacement physical SIM from Currys in person, as suggested — avoided the ID/selfie.

So far it seems to be behaving okay, which is a good sign.

I also want to flag: on 26/07 I was told by Live Chat (agent Zola) that the issue had been escalated to your technical team, with a call or email promised within 24-48 hours.

It's now been 4 days and I've received neither a call nor an email. I'd appreciate confirmation that this escalation actually happened and hasn't just fallen through the cracks, even though the new SIM seems to be helping for now.

Will continue monitoring and update again if the issue returns.

Update (01/08): The replacement SIM I collected in person from Currys has not fixed the issue — same "Emergency calls only" drops are still happening. This now rules out a faulty SIM as the cause, since two different physical SIMs have shown the identical fault pattern since the port. This is clearly a network/account-level provisioning issue, not a handset or SIM problem.

I also still haven't received the call or email I was promised. On 26/07, Live Chat agent Zola confirmed the issue had been escalated to your technical team, with contact promised within 24-48 hours. It is now 01/08 — 6 days later — with no call, no email, and no update of any kind.

Given a replacement SIM has now been ruled out as a fix, I'd like this escalated properly and treated as urgent. Can someone confirm the technical team escalation genuinely happened, and get in touch as promised?

Update (01/08): This has now been formally logged as a complaint by iD Mobile. Reference: 510176030. I was told the complaints team will investigate the account fully and be in contact within 3 days.

For the full picture, here's the complete history of this issue:

• 21/07 — Ported to iD Mobile, "Emergency calls only" drops began immediately (zero issues previously on Talkmobile, same phone)
• 25/07 — Extensive troubleshooting with agent Emihle: APN confirmed correct, port confirmed complete, confirmed the issue happens in multiple locations, not just at home
• 26/07 — Agent Zola escalated to the technical team, promising a call or email within 24-48 hours. This was never received.
• Advised via this forum (Gemma M, Tashnieka D) to get a replacement SIM; declined the passport/driving licence + selfie verification requested over chat, opting instead to collect a replacement SIM in person from Currys
• Replacement SIM has not fixed the issue — same fault on two separate physical SIMs, ruling out a SIM problem entirely and confirming this is network/account-side
• 01/08 — A chat with agent Luluto was terminated after I used the word "ridiculous" to describe the situation, before the issue could be progressed
• 01/08 — Case formally logged as a complaint (ref: 510176030) after repeating the full troubleshooting history yet again with a new agent

Requested resolution: the fault properly fixed (not just more device-side troubleshooting), an explanation of what actually went wrong, and compensation for the time and inconvenience across 12 days without reliable service on a new contract.

Will update once there's a resolution or further contact.

​Hi ​@Datastream101,

Thank you for taking the time to provide such a detailed update.

Firstly, I'd like to apologise for the issues you've experienced and for the frustration this situation has clearly caused. I appreciate that you've spent a considerable amount of time troubleshooting, testing a replacement SIM, and repeating the history of the issue while trying to get it resolved.

As the matter is now with both the Technical Team and the Complaints Team, the best course of action at this stage is to wait for their response while they complete their investigation.

I understand you're looking for a proper resolution, an explanation of what has caused the issue, and for the impact this has had to be fully considered. The teams handling the case will be best placed to review everything that's happened and provide an outcome once their investigation is complete.

Thank you for your patience, and I'm sorry again for the inconvenience you've experienced. We hope you'll receive an update from the relevant team soon.

Regards,

Gemma M

The iD Mobile Social Media Team

Update (07/08): The fault happened again today, this time dropping an active WhatsApp call mid-conversation — not just data drops.

I also had a missed call on Wednesday at 13:15 from { REMOVED }, which I believe was the promised complaints follow-up (complaint ref: 510176030, logged 01/08). The 3-day response window you gave me (due 04/08) has now passed with no further contact since that missed call.

Given this has now been ongoing for 17 days (since porting on 21/07) with no fix, two different SIMs showing the identical fault, and now actual dropped calls rather than just data issues, I'd like to terminate my contract.

Per your own Terms & Conditions (Clause 4.6.1): "If the Services are not available to you for 7 days or longer you may terminate the Agreement... if we deem that the root cause originated with us, then no Early Termination Fees will apply."

Given this has been unresolved for well over 7 days and is a network/account-side fault (confirmed by two SIM replacements showing the same issue), can you confirm:

1. That this qualifies as root cause originating with iD Mobile, and
2. How I go about terminating the contract without an early termination fee under this clause

I'll be moving to another provider given how this has been handled.

Hi ​@Datastream101,

I’m very sorry that this issue has continued since your number was ported and that your WhatsApp call has now also been disconnected. I also apologise that you haven’t received the promised follow-up regarding complaint within the advised timescale.

To allow our team to review the ongoing fault, your complaint and your request to leave without an early termination fee, please contact us through one of the following channels:

• iD Mobile Live Chat

• A private message through our official Facebook page

• A private message through our official Instagram page

When using Live Chat, please type “speak to a human” or “speak to an agent” to be connected with a member of our team. They’ll be able to access the previous notes, review the service issues and advise you on the available cancellation options.

Thanks,

Tashnieka
The iD Mobile Team