Your Phone & SIM.

Hi iD Mobile, I’m a long-standing customer and a father of two. I currently pay for three iD Mobile contracts – one for myself and two for my children. Yet, despite being the account holder and bill-payer for all three, iD Mobile has set up three separate accounts, and I’m unable to view or manage my children’s plans under my own login. This is extremely frustrating. I’ve spent time on your live chat support, and I’ve lodged two complaints – but I’m still no closer to a solution or even a proper explanation. I simply want one thing: to manage all three plans under one account. That seems like a very basic and reasonable request – and something many parents must surely want too. If this functionality does exist, why isn’t it being properly promoted, explained, or enabled? If it doesn’t exist, then why not? Right now, I’m trying to move my son to a cheaper SIM-only deal, but I can’t do this easily because I can’t access his account. His phone is out of contract, yet iD Mobile is making it unnecessarily difficult to switch to a cheaper option. From where I stand, it looks like this complexity benefits iD Mobile’s bottom line — not the customer. That feels exploitative and potentially in breach of basic consumer protection standards. This is not just a personal gripe — this is a broader user experience issue. You are making it harder for customers to manage multiple plans, and I urge you to take this seriously. Please give a clear answer: Can a parent or bill-payer manage multiple iD Mobile lines under one account? If not, when will this be fixed?

Bought an I’d mobile transferred from vodaphone. Now no iMessage FaceTime working. Switched it off did the restart. Did the remove the sim etc. Driving me mental. Want to get rid of it and send it back? What am I doing wrong. Shouldn’t be this hard!!!

I have started a contract with an ESIM however discovered later that my phone is not compatible. I cannot find any way to contact customer services and I am being charged for a sim I cannot use. Is there any way to change this? I cannot find a number to contact and the automated chat doesn’t help as it doesn’t understand my questions.

Trying to activate a sim but it’s telling me they’ve sent me a code via text message. How can I receive a text message if my sim isn’t activated?! what am I supposed to do?!

Hi, I’ve received a new iD Mobile SIM card, but I can’t activate it because I have no signal at all. I also can’t log in or register for My Account because I’m unable to receive the SMS verification code. Please activate my SIM manually on your side in one go. I just need it working so I can receive texts and finish my account setup. Thank you – I’ll wait here for confirmation. This is the issue I’m facing when I try to create a new account

Hi - been on ID mobile for many months and I’ve suddenly stopped receiving OTPs from my bank (I receive them from other companies fine and texts work fine too between friends). I have seen previous threads here and have tried the Network Settings reset as-well as the manual toggling off of Automatic in Mobile Services (choosing ID from the list). I’ve contacted my bank who have contacted BT (who they use to send my OTP’s) and BT said it’s an issue with ID mobile as they can see SMS error (Code 213) which typically indicates temporary problem or lost reach (I’m on WiFi and strong City 5G so it’s not like I’m in the countryside). my friend also has ID mobile and facing same issues too. How can I get ID mobile second line support to confirm if they are indeed receiving my OTP from BT but unable to forward it to my number? Thanks for help in advance

Hi, I purchased a new deal with yourselves as I was due an upgrade but it's not showing as an upgrade on the app and you've given me a different phone number.

Hi, Im trying to activate a replacement SIM card, however, when I try to log into my account, it keeps sending to the phone number I needed to replace. We don't have any other ID mobile number. How else could we activate the SIM tonight? Thank you

I just moved to ID mobile but having issues with OTP messages from abroad. I double checked the number is correct, checked the blocked numbers as well but not recieving any OTP messages. Kind regards, Yana

I keep getting calls from people saying they are returning my call. The issue is I have not been calling them. It seems my number is showing up on their caller ID. But its not me, calling. Searching on the internet it seems it is called spoofing, I have tried reporting it to action fraud, but online there seems to be no way to report it after trying a number of options. So I have given up with that route. The other option is to contact your provider. I can use my phone and receive calls as normal. It just seems somehow someone is masking their number on caller ID by using my number. What can I do?

Hi there, I received a text message to say new SIM has been activated but I have not requested a new SIM. Now I have no phone signal and can’t receive text messages or calls even when connected to Wi-Fi. Regards, Simon

Hardly able to make calls Only Face time or voice calls on face time facility. any ideas on a solution?

My contract ends tomorrow and have selected a pay monthly, Sim only plan (which my ID app now displays). Do I have to physically cancel the contract plan or will it cancel automatically and I continue as normal with my same number??

how do.i setup mms messing

How do I change from an eSIM to a normal sim

My contract will expire soon , I want a new phone otherwise I don't need the sim card I have too many sim cards, can you offer me a new 16 pro max iPhone?

Hi, I'm looking at a new contract on ID mobile for an iPhone 16 pro max. Does anyone know if these are unlocked when they come as I also need to use my work Vodafone sim in it as well?

I have just brought a new phone with a new plan still on id but I want to keep my number also I requested an esom but don't know how to activate it

Despite clearing browser cookies ache, I’m still seeing this error when trying to log in :(

I have just signed up to id mobile for a Sim only deal and selected the esim option which all came through and has activated with a new number I have tried to go through the switching process with my pac number to transfer my existing number but it comes up with the following error We've tried to process your PAC, but there is an issue with the information you've submitted. Please check that you have provided the correct details and try again. If you have already used this PAC code and submitted it when purchasing a handset or SIM, don't worry - your switch is underway. We'll send you a text as soon as your number has been transferred to us. I have definitely entered the correct information and didn’t do any of this when I was purchasing the esim so if anyone can help that would be great Thanks

Been getting this message all evening on my phone (sorry your service does not allow access to this number) any idea what is wrong as everything else works just won’t allow me to make a call.

In order to access voicemail, i was forced to set up a personalised greeting. When i didn't want to. None of the options in the voicemail settings suggest im able to change it to something generic. Why not? How do i get rid of the personalised greeting?

I have been asking ID mobile for the POU since May regarding a damaged phone. I need the POU for the insurance claim. I have the Proof of Ownership. I have provided all relevant information around 20 times to various ID departments: Online Chat; after multiple failed attempts to contact a human online, they finally escalated my request to Letter Requests letterrequests@idmobile.co.uk; on 3 occasions provided incorrect POU despite me repeatedly emailing the same information following a poor review on Trustpilot, I was advised to email ID via socialqueries@idmobile.co.uk. Again, I’ve provided the same information over and over and each time I received the same response - “Thank you for your email, we sorry for the delay in replying to you, we have asked our Back Office team to check with our parent network Three, please can you contact us in 72 hours for an update.” etc I have requested an email for the complaints department to be asked “what resolution you are looking for in your complaint”. Ermm THE POU!?! I have informed today of the following; We have received an update and the team are unable to locate usage for the IMEI ending 9530. Due to this we are unable to provide proof of usage for this IMEI. I can 100% guarantee this phone was in use on the day of the damage (and a few days after until I managed to replace the device). The phone was in use with an ID pay monthly SIM. This has been absolutely appalling customer service. Please can anyone help resolve this as this has caused a significant delay in being able to submit the insurance claim. The phone was damaged on 29/04/2025!!

Recently took out an iD mobile contract with Samsung s25 ultra. Transferred my number from 3 to iD that was 'completed' earlier today. Since removing the 3 sim from my phone I was using until today I've had no signal. Following a chat with AI and then an agent, I requested an eSim. The eSim was received and downloaded instantly. However, the issue is my phone will only show mobile data when connected to my home wifi. If I switch wifi off, the iD signal disappears (emergency calls only). I've tried removing and adding a newly requested esim but same issue. Have attempted multiple 'network settings' resets to no avail. Any help getting me 'connected' would be greatly appreciated as I only joined iD for the free roaming as we go abroad next week. Thanks for your time and look forward to someone talking me through this.

I received a text last night with my PAC code that I’d supposedly requested. I then received another text this morning telling me that the switch request had been complete and I’d receive my last bill on the disconnection date. I immediately did an online chat and was told there was nothing that could be done as the request had already gone through, but my complaint had been logged and someone would be in touch within 7 working days. My number has now been disconnected and I cannot access my iD app. I have no phone number and have had to spend all day contacting banks etc to take my number off my accounts. I’ve now had an email with a Currys email address asking me to give pretty much all of my personal details which given the circumstances of what’s happened, I really don’t feel comfortable doing. Please can someone help me, I appreciate my number has now gone but I need someone to help me reinstate a new number, and help me!