replacement phone sim

Hi ​@Onlyme83,

I'm sorry to hear about the situation. I can understand why this would be frustrating, especially when you're simply trying to get your son's phone working again.

If the SIM has been permanently blocked due to incorrect PUK entries, you don't need to cancel the contract. You can get a replacement SIM by either:

• Visiting any Currys store and collecting a replacement physical SIM.
• Contacting our Live Chat team and asking for a replacement SIM to be sent to you.
• If the phone is eSIM compatible, Live Chat can also arrange an eSIM instead.

Once you have the replacement SIM or eSIM, the team can activate it on the existing number so your son can continue using the service.

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

Regards,

Gemma M
The iD Mobile Social Media Team

Unfortunately live chat has told me there is nothing they can do without photo ID so are refusing a replacement sim but. They have told me I must keep paying my bill or pay £500 to cancel the contract. I just want my son to be able to use his phone. I am going to try Currys on Friday to see if the will verify my ID another way. 

Hi ​@Onlyme83.

Thank you for the update. I’m sorry for the frustration this has caused, especially when you only want your son to be able to use his phone.

Unfortunately, we’re not able to issue a replacement SIM without identity verification, such as a photo of your ID, passport or driving licence. This is a security measure to protect the account and make sure SIMs are only issued to the right person.

Thanks,

Marquerita

The iD Mobile Team

Having gained advice IDmobile are not allowed to charge me for a service they are actively blocking me from using. It is classed as unreasonable to not offer another way of ID check especially after not requiring it to originally take the contract out. I will not be paying a 2 year contract for a service ID mobile will not allow me to use. I have spoken with the complaints and escalation line and have been advised to go to Currys. I have also gained seperate advice telling me that if you do not replace the Sim or release me from the contract ID mobile have to provide me with a 'deadlock letter' to take to the Ombudsman. Its absolutely ludicrus that Id mobile refuse to offer a replacement sim and still expect payment.

Hi ​@Onlyme83.

Thank you for your post. I’m sorry for the frustration this has caused you. I understand how difficult it is to be without a working service, and I want to make sure your concerns are properly looked at.

I’d like to explain how our charges work. We don’t charge for the services used within your standard allowances, but for the services provisioned to your account under your contract.

If you would like a deadlock letter, please contact us directly so that we can update this on your complaint and look into it for you:

• Live chat: https://www.idmobile.co.uk/live-chat
• Social media: message us on Facebook or Instagram

For your security, please don’t share personal or account details in this thread.

Thanks,

Marquerita

The iD mobile Team