Tom, 

I was doing as you suggested but that went nowhere. Your sales team gave me the 0800 number for customer complaints so I called there, to be told that a complaint ticket was already open and being looked at. I was told that it would typically take “three to five days” but could be *up to 10 days* to get a response to something like this. 

Which is appalling. 

This is an error which ID Mobile made during a common client on-boarding process. That’s OK, mistakes happen. But there is nobody in support willing to act with any sense of urgency. I got more and better sense out of 3HREE and I’m not even a 3hree customer - as to how to fix this problem. 

We don’t judge companies by how they perform when everything is going perfectly, we judge them by how they handle a mistake. And unfortunately I’ve yet to see even a hint that Customer Services have taken this seriously, or know what to do, or are acting with any sense of urgency. 

Mistakes are a fact of life. But start to finish, the ID Mobile response here has been woefully inadequate.  

Im porting from EE and hoping that ID mobile overwrite my existing Id mobile SIM with my old EE number.

The frustration is that all telecom providers have exceptionally poor customer service.

I'll update when my port completes

Hi ​@GregT 

Has your number transfer been completed successfully? Are you now able to use your old EE number?

Michael Z

I won't know if it has worked until next Monday

Hi ​@GregT,

Thanks for letting us know. Please could you confirm the issue that you are facing so that we provide more direct assistance.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma

The real issue is the lack of communication, I received and email tellimng me id get a new sim and then nothing

Will I recieve a new SIM card for teh number i’m porting to ID mobile?

Will my existinbg ID mobile SIM be “overwritten” with the number I’m porting in?

How will I know what id happening, if i don’t have a connection?

And again no communciation on what is, or should be, a very straightforward process 

My service user number is: [REMOVED].   My ref #: [REMOVED].   My name : [REMOVED]. I just today received my new iphone16 with minimal essential instructions for install and no advice on how to transfer via the pac code [REMOVED]. I had received an email from iDMobile with my new account info and was asked to contact you by this method if any info was incorrect. Well the telephone number is incorrect as: [REMOVED]. I had already checked the box on the APP to retain my existing mobile #:[REMOVED]. For many essential reasons I need to retain my number.

If you are unable to assist in my completing the transfer from my old mobile to my new one (via your company). Should I go to an Apple Store (in Southampton, over half an hour away) to get this transaction completed?

Please advice asap, your assistance would be much appreciated

Sincerely, from your new customer

[REMOVED]

mobile # [REMOVED]

Hi ​@Mophead Field,

Thanks for getting in touch, and welcome to iD Mobile!

Before we continue, we'd just like to remind you that the iD Community is a public forum, so please avoid posting personal information such as your phone number, account or reference numbers, address, or any other account details. Sharing this information publicly could put your account and other accounts at risk of unauthorised access.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select Private Messages.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team