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Question

Lost all connection on current phone whilst waiting for upgrade

T
Active Contributor
  • TAP
  • Active Contributor
  • 5 replies

Hello.

 

I have upgraded and as I wait for my new phone to arrive, my current phone has lost all connection. No data, no calls, no messages. I use my phone data as a hotspot for other internet use in my house so I am currently entirely unconnected.

 

This also means I cannot make any contact with the courier about the delivery of my new phone. They will call me/message me to arrange and I will miss these attempts. Furthermore, I have no way of making/recieving calls for my work. It really is a difficult situation through no fault of my own.

 

I have read the advice on this thread which advises to use the new eSim on current phone until new phone arrives. I haven't got an eSim QR to scan though. 

 

So I am with no connection and no idea when/if my new phone will arrive.

 

I really need some help.

 

Thank you.

9 replies

MZone
Platinum 
Contributor
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  • MZone
  • Platinum 
Contributor
  • 1213 replies
  • May 20, 2025

This is a known issue and if you selected eSIM at checkout it will have deactivated your current SIM. Have you checked you emails for an eSIM QR code to scan?

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Active Contributor
  • TAP
  • Author
  • Active Contributor
  • 5 replies
  • May 20, 2025

Hi, thank you for getting in touch.

 

It seems like a bonkers way to go about upgrading, I'm bemused! Of course people need their phones whilst waiting for the new one to arrive!

I've checked and double-checked and I haven't received an eSim QR code in an email.

So I don't know what to do.

 

Any further advice from yourself or anyone is greatly appreciated!

 

 

MZone
Platinum 
Contributor
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  • MZone
  • Platinum 
Contributor
  • 1213 replies
  • May 20, 2025

Have you checked your Junk/Spam box?

Are you able to order a replacement SIM/eSIM through the iD mobile app?

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Active Contributor
  • TAP
  • Author
  • Active Contributor
  • 5 replies
  • May 21, 2025

I've searched and refreshed my junk but no sign of it.

Requested a new eSim QR multiple times via the iD app but I haven't received one. 

It's really poor.

I'm stuck.

Tyler
iD Mobile Employee
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  • Tyler
  • iD Mobile Employee
  • 4543 replies
  • May 21, 2025

Hey there ​@TAP, sorry to hear that. So to confirm, you’ve now requested a replacement eSIM, and not received that also?

 

Have you checked your email address is correct?

 

Thanks,

Tyler

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Active Contributor
  • TAP
  • Author
  • Active Contributor
  • 5 replies
  • May 21, 2025

Correct email. No typo.

I am left with no calls/messages/data and even unable to schedule delivery of new handset.

Was never sent an eSim after the order was confirmed and have not received one since making multiple requests.

Am only able to make these messages on this site on work WiFi.

Appalling.

Siân
iD Mobile Employee
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  • Siân
  • iD Mobile Employee
  • 1378 replies
  • May 21, 2025

OK ​@TAP , we are so sorry for the frustration caused. 

We can get a replacement ESIM sent to you now. The quickest way is through your iD app.

You can find out about this here - How do I get a replacement SIM or eSIM? | iD Mobile Community

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Active Contributor
  • TAP
  • Author
  • Active Contributor
  • 5 replies
  • May 21, 2025

I have done this multiple times and I haven't received one. 

Siân
iD Mobile Employee
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  • Siân
  • iD Mobile Employee
  • 1378 replies
  • May 21, 2025

That is very odd ​@TAP 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview 

We’ll see you there.
 

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

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