replacement sim

Hi @Gemma Carey 

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. 

Tom

Could I have asked for a replacement SIM, please, my daughter lost her phone

Hi @Magdalena Goczling 

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. 

Tom

Hi, 

My network has been poor since I switched to ID mobile.
 

I don’t have much network connection at home for normal phone calls and my 4/5G is non existent at times both in the UK and when travelling abroad. 

Hoping a replacement sim can help. Please can you help issue one. Thanks 

Hi ​@Maria Simonsen 

Thank you for getting in touch with us here on the community. 

We are sorry to hear you are experiencing issues with the service and of course, we would be happy to arrange a replacement SIM. 

Before we do, can you please confirm if you have tested the SIM in another handset? Also, is the issue mainly occurring in the home?

If would be worth taking a look at our coverage page here for any known issues. 

We would also recommend taking a look here as the we are currently switching off 3G across the UK.

Thanks, 

Nat

Hi Natalie, 

The poor reception is not just in house. I’ve had it travelling across the UK and abroad. I get “E” when I should have 5G places etc. 

I haven’t tried it on another handset as I don’t have access to a second one. 
 

Please can you issue a replacement and include steps on how I can change the sim without disruption to use. Thanks !

Thanks ​@Maria Simonsen 

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. 

Thanks, 

Nat 

Hi, 

I tried accessing it but I am unable to reply despite now following you

This member can only receive messages from members they are following

Our apologies ​@Maria Simonsen 

Can you please try again?

Nat 

Still unable unfortunately. Are you able to send it again?

Please becareful!!! My wife is in ID mobile and their security is sh1t… if you have lost signal and believe it’s a faulty sim it won’t be, you will be a victim of sim swapping. We are currently going through it, my wife lost her signal and thought was a faulty sim, turned out ID gave a hacker a new SIM card in her account. They have just took a bank loan out for 18k!!!

Hey there ​@seanbatman, we’re very sorry to hear that. We’ve recently implemented further security measures to prevent this from happening. We apologise to your We hope you’re Wife has been in contact with us so we can assist further.

Thanks,

Tyler

Hey ​@Maria Simonsen, is it still not working please?

Thanks,

Tyler

No, I can see the message I can’t reply to it still. Please can you just email this to me as I really need my replacement sim as I have very poor network often. 

​@Maria Simonsen 

It would probably be quicker if you go to your nearest Currys Store. They should be able to give you a replacement SIM straight away - plus there’s no waiting for the delivery.

You then activate your SIM by following this

• How do I activate my new SIM or eSIM? F.A.Q.

Hi,

Went to curry’s today and got a new SIM card. Still the same problem with network / lack thereof. 
 

My partner tried the new sim in his phone and his connection was fine, so it seems it would be a handset problem? I got a my phone 15 with ID when I switched. What do I do to get help / fix this ?

(Still cannot respond to private messages from ID for some reason… / it remains greyed out even though I have “followed”)

Help !!

Hi ​@Maria Simonsen 

I’m so sorry for the delay. My home internet was down yesterday and my mobile data wouldn’t work either.

Went to curry’s today and got a new SIM card. Still the same problem with network / lack thereof. 

Did you also take the iPhone too. They could’ve checked it at the same time.

My partner tried the new sim in his phone and his connection was fine, so it seems it would be a handset problem? I got a my phone 15 with ID when I switched. What do I do to get help / fix this ?

Oh, so this does point it to being the phone as you have little to no network but it works fine in your partners. If it’s less than 12 months old (or bought as refurbished from iD) then it comes with a 12 month warranty. So if you didn’t take it with you to Currys yesterday I’d pop it in there. They should have been able to start the warranty process off. The other way would be to contact iD via live chat.

(Still cannot respond to private messages from ID for some reason… / it remains greyed out even though I have “followed”)

Help !!

I wished I could. Due to some ‘bad persons’ on here they were pretending to be staff and were messaging us (customers) offering ‘support’. They were not and were only after our details to move our numbers away, buy phones and just generally being rather naughty. I could go on but toned it down. Therefore sending and receiving messages is under the control of the genuine staff. They should hopefully put you through to their support team.

Thank you Daz,

I will try to bring it into a curry’s today and hopefully get it resolved once & for all.. 😅

I really do hope so ​@Maria Simonsen 🤞

But what a nightmare you’re having.

Tell them you’ve tried your SIM in another phone and its fine, that your phone is from iD and it’s not working as it should in your phone (weak to no signal).

You could also tell them you’ve reached out on the iD Community and from the looks of it it does appear to be a phone related issue. My guess would be an internal antennae related problem based on the low/no signal. If your partners gives a better signal strength I really can’t see what else it could be.

Surely they then must be able to do something. If they don’t pop back and we’ll go from there. And sorry for making you go back to Currys.

Hi ​@Maria Simonsen 

Apologies, I believe the issue with the private message is now fixed.

If your SIM works in another phone just fine but not in yours, it seems like your device could be causing an issue, we’d recommend resetting network settings to see if this helps.

Tom

Hi Tom, 

The reception is still very poor. The handset has been looked at by Apple. There’s no problem with the handset. I want to cancel my contract as it’s not fit for use when I can’t make or receive contacts or use mobile data reliably. Please see message sent. Thanks 

​@Maria Simonsen 

If you’re still within your cooling off period you can leave iD and only pay for the services already used. If you also took a phone from iD you would need to return this at your cost - Firstly factory reset it and I would highly recommend using a signed for delivery service so you have proof it has been returned.

I am outside my cooling off period, but I like close to zero phone reception where I live. I can’t even make or receive phone calls now, and the mobile data is inconsistent / non working as expected. I want to just cancel and get rid of the whole thing but I am not having much luck getting help from anyone who actually works for ID 

Hi ​@Maria Simonsen 

Thanks for your message. 

We are very sorry to hear you wish to cancel your service. 

I can see you are currently speaking to us in private message. 

Please reply to the private message with the requested information and our team will be happy to assist further. 

Thanks, 

Nat