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still unable to receive sms from abroad

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I have been with id mobile for over 2 months and soon after joining (about a week later), I switched my old phone number to id mobile which was a nightmare as I was unable to access my old phone number for several hours (well over eight hours more precisely) and afterwards I was still unable to use iMessage and FaceTime for about a week and even sms when not connected to wifi did not work very well. Everything eventually started working afterwards except for sms from abroad which I can send but not receive. I tried everything they suggested but the problem is still there…I found out that at least another person with id mobile is not able to receive sms from abroad as this person wrote to me on this community…nevertheless, why id mobile cannot get this issue sorted?

WelshPaulAnswer

Platinum  Contributor

I have escalated this with my contact at iD Mobile. It might take a day or two for them to get back to me, or they might reach out to you here or via the community's private messaging system.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

WelshPaul

Platinum  Contributor

Did you raise an official complaint in the end @cosnick365?

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. 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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cosnick365Author

Active Contributor

Hi,

I did more than once. I was told the issue was solved few times but it is still unsolved.

WelshPaul

Platinum  Contributor

What are the complaint reference numbers?

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. 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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cosnick365Author

Active Contributor

I am unable to find it at the moment (I will need some time to check, just going home after a long day) and not sure if I should reveal that number to anyone but someone who works for id mobile….

WelshPaul

Platinum  Contributor

Your complaint reference number cannot be used for malicious purposes. However, I understand that you’d be hesitant to share it. There are many posts on this very community that contain complaint reference numbers. Here is one:

I asked you for this because I intended to escalate your issue on your behalf. Of course, I can’t guarantee anything. I don’t know what support or the complaints team have done to troubleshoot or if they identified any issue as a result of those troubleshooting steps. If you’d prefer not to post them here but would like me to escalate your issue, please let me know below. However, get those complaint reference numbers ready as you’ll likely be asked to supply them so my contact can research what steps have taken place to date.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. 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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cosnick365Author

Active Contributor

Hi,

still unable to find this number…should be in the id mobile app? Phone is charging I can check it tomorrow…

WelshPaul

Platinum  Contributor

You won’t find a complaint reference number in the iD Mobile app. You’ll have received one from the agent you spoke to when you submitted the complaint.

If you haven’t raised an official complaint yet I strongly recommend you do so. I suggested it a month ago and you might think it’s a timely and pointless step but it’s the correct process. Had you done it then the issue might have been resolved by now.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

WelshPaulAnswer

Platinum  Contributor

I have escalated this with my contact at iD Mobile. It might take a day or two for them to get back to me, or they might reach out to you here or via the community's private messaging system.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Matthew T

iD Mobile Employee

Thanks for flagging this to me @WelshPaul.

@cosnick365 I’m sorry to hear you’re having issues receiving International Messages. I’m going to drop you a Private Message and work to get this sorted for you. Thanks.

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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cosnick365Author

Active Contributor

Thanks so much