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Active Contributor
Brightonian
Active Contributor
October 3, 2026

Unable to contact Live Chat

I've had many problems recently with my physical SIM, and have lost signal again today. I can't get through to Live Chat at all, after having issues with the bot, I finally get past onto Live Chat where I immediately get booted off and asked to fill out a survey of how successful my experience was!

I still can't order a replacement SIM and it'll be a few days before anybody sees this message. 

Marks out of 10 today? -10!! Absolutely useless lack of customer service today!!

YOU NEED TO DO BETTER THAN THIS

    3 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    October 4, 2026

    Hi ​@Brightonian,

     

    I’m really sorry to hear about the difficulties you’ve had trying to get support today, especially after repeatedly being disconnected from Live Chat. This isn’t the level of service we aim to provide.

     

    As your physical SIM has lost signal again, please try the following:

    1. Restart your handset.
    2. Turn Airplane Mode on for around 60 seconds, then switch it back off.
    3. Remove the SIM, gently wipe it with a clean, dry cloth and reinsert it.
    4. Perform a network settings reset:
      • iPhone: Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.
      • Android: Settings > General Management/System > Reset > Reset Network Settings or Reset Mobile Network Settings.
    5. Restart your handset and allow a few minutes for it to reconnect.

     

    Please note that a network settings reset may remove saved Wi-Fi networks and Bluetooth connections.

     

    If you’ve already completed the troubleshooting or the issue continues, we’d recommend trying a replacement SIM.

     

    You can contact our Live Chat team again and request a replacement SIM: https://www.idmobile.co.uk/live-chat

     

    Alternatively, if Live Chat continues to give you trouble, you can collect a replacement iD Mobile SIM free of charge from a Currys store. Once you have the replacement SIM, it can be activated against your existing plan.

     

    We sincerely apologise for the frustration and inconvenience you’ve experienced today.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Active Contributor
    BrightonianAuthor
    Active Contributor
    October 6, 2026

    Thanks for all your advice and help Gemma, it is appreciated. 

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    October 8, 2026

    Hi ​@Brightonian,

     

    You’re very welcome. We’re glad we could help, and we really appreciate you letting us know.

     

    If you need any further assistance, please don’t hesitate to get in touch.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    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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