New Contributor

Switching from EE but no confirmation in contract from ID Mobile

Forum|Forum|3 months ago
May 13, 2026
2 replies
30 views

So I did an order for a sim only plan from ID Mobile and during the order, I put my EE number in to switch. I confirmed the date and continued with the order. The order went through and I received a message on screen that I would receive confirmation within 24-48hrs. That came through the following day by email. That same day EE’s retention team got in touch to find out why I was leaving and I told them it was price related. They said thanks and the call ended. I then waited until my switch day but it didn't happen. I contact ID Mobile chat who tell me I didn't submit a request. They also say that I should have submitted a request through live chat to check that my order went through. Apparently this would be a message I would've seen on screen at the end of the order. Absolutely I did not receive that message.

It's obvious that a switch request was submitted during my order as otherwise EE would not have known to contact me. I never informed them that I was leaving with the only link to EE was through the ID mobile order.

It's very disappointing that there was clearly an error in the application originally but as far as live chat are concerned I didn't submit the request. If I didn't submit the request then the order would've never gone through either, especially as I remember the actual fields that I completed during the order.

Not a great start is it...

Lamiya C

iD Mobile Employee

HI @mowlie_2000,

I’m really sorry for the confusion and frustration this has caused. I can understand why this feels like a poor start, especially when you clearly entered your EE number during the order.

Even when a number is entered during sign-up, a port (switch) will only go ahead if the PAC process has fully completed and the request has successfully registered on the system. If anything fails during that step, the order can still complete but the number transfer won’t be triggered, which may be why EE were still able to contact you.

To help get this sorted, please try the following:

Check your confirmation email for any mention of a PAC or switch date
Log into the iD Mobile app and check if your number shows as “temporary” or your EE number
Ensure the PAC you provided is still valid (PAC codes last 30 days)
Restart your phone and check for any service on a temporary number

If the switch still hasn’t started, we can re-check the request and manually trigger a port if needed.

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

Lamiya

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

M

mowlie_2000Author

New Contributor

The switch has already completed now. The issues was there when I originally posted the point above.

The fact is that I remember entering the number, choosing the switch date and getting a confirmation on screen. I even received contact from EE saying they were sorry to hear I was leaving even though I had not contacted them to say so. This proves the PAC had been entered and went through. This is where the fault is at your end.