Hi, I’m hoping someone here can help because I’ve been unable to get the support I need through live chat, and I’m concerned about how this is being handled.
One of my iD Mobile SIMs has not worked in the UK for months. It cannot use data, make calls, or send texts. However, it worked perfectly when we were in France two weeks ago, which suggests a network or provisioning issue rather than a device problem.
This SIM is used in connection with a medical device for my preschool‑age daughter, so reliable communication is essential when she is being cared for by other people. I have explained this clearly in chat and have identified myself as vulnerable.
Despite this, I have struggled to get appropriate support.
I also want to explain that I have genuinely dreaded trying to deal with customer service about this. I work full‑time, I have three children, and one of them has 24‑hour medical needs. I am extremely time‑poor, and going around in circles with troubleshooting scripts is very stressful for me. I’ve avoided raising this sooner because I knew I would be taken through the same steps again and again. I’ve done all the troubleshooting multiple times myself, and I’ve even asked other people to repeat the steps before escalating the bot to speak to a human. I really hoped a human agent would be able to resolve this or at least call me back, but I’ve spent over an hour today in chat with no resolution. I even booked a day off work to try to sort this out. Previously, I managed by using an old phone that already had the number set up on WhatsApp, but that phone has now broken. I can’t set up WhatsApp on the new phone without receiving a text message — which I can’t receive because the SIM doesn’t work. It feels unreasonable that something so essential is this difficult to fix, especially when we rely on this phone for complex medical needs.
Today, I was asked to upload my driving licence and a selfie for verification. I explained that I did not have access to my ID at that moment and needed time to retrieve it. The agent told me they could only help if I uploaded it to the chat, and when I couldn’t, the chat ended. By the time I returned home to get the ID, the chat had closed and I was told by the bot I would need to start the entire process again.
I also asked whether there was any way to speak to someone by phone or receive a callback due to vulnerability, but I was told that iD Mobile “does not have phones” and that all support is webchat only. This makes it extremely difficult to resolve an issue that affects a vulnerable child and a medical device.
I’m posting here because I need:
- support that takes vulnerability into account
- a way to complete ID verification without being forced to do it instantly in the same chat session
- clarification on why no alternative communication method is available for vulnerable customers
- escalation to a technical team to investigate why the SIM works abroad but not in the UK
Any help from the community team would be greatly appreciated. I’m finding it very difficult to manage this through chat alone, and the situation is affecting our ability to communicate safely regarding our daughter.
