wrong phone delivered and no sim catd

Well that’s not the best start is it ​@Reevecat?

I would suggest you contact iD via Live Chat

https://www.idmobile.co.uk/live-chat

It would be also advisable to start the chat with speak to person, as this should bypass their chat bot.

Let us know how you get on.

Thank you so much, I’ve done that and resolved it. Thanks for your help 👍🏻

No problem ​@Reevecat 👍

Any issues when the right phone and SIM arrives you know where to come!

Perfect, thank you! 

Hi ​@Reevecat 

Thanks for getting in touch. 

We are very glad to read our Live Chat team were able to help and thank you ​@Daz_S for your assistance. 

Please do get in touch if we can assist in the future. 

Thanks, 

Nat 

My number/network should have ‘ported’ by 6pm last night. Still not connected. Any ideas who to contact? I have no signal as last provider cut me off yesterday morning

Oh. It could be an issue with your port file. Basically this file has to be passed from your old provider to your new provider and can get delayed.

My initial response (post 2) might be worth another shot ​@Reevecat 

Hey there ​@Reevecat, sorry to hear that.

Is your port still pending?

Thanks,

Tyler

Managed to sort out the SIM card which is now connected to my account and is working. Now just need to sort getting the phone changed as the wrong one was sent to me!

Well that’s good to hear ​@Reevecat 

Well, that’s not good to hear. I can can only sit here, jaw slightly dropped, looking out the window, eating a meal deal, and think what!🤐

Hi ​@Reevecat 

I’m sorry to hear that, what device was ordered and what was delivered?

Have you been in touch with us about this?

Tom

Hi Tom, I did contact, it’s been raised with DPD as was apparently the warehouse that needs to sort it. Waited the 6 days to hear, but not heard anything.  Purchased through mobiles.co.uk, who have said need to wait to hear. I’m abit stuck as don’t know what to do next! Replied to the dpd email yesterday saying I’ve not heard anything. Paid for my phone, but received an iPhone 15plus, not the iPhone 16 pro I paid for. Managed to get sim sorted through ID, but still no new phone!

Very sorry to hear this. 

We would recommend linking in with mobiles.co.uk to make them aware you are still waiting on an update as I expect they will have an open case with them directly. 

Thanks, 

Nat

Thank you

You’re very welcome. 

Please do let us know how you get on. 

Thanks, 

Nat 

Hey ​@Reevecat 

This has happened to me as well - Google Pixel 8 ordered, iPhone 15 delivered.  ID mobile told me to send it back to the warehouse, and when I've done that they've told me the iPhone isn't theirs so they can't send out the phone I've ordered.

Having looked into it, there are tons of posts on phone company community sites talking about the same thing - EE, Giffgaff, Sky, etc. Eventually turns out the phones are fake.

The common factor is all are being delivered by DPD - some one at their depot seems to be stealing the real phones and sending out fakes.  The phone companies check their CCTV and it shows they have sent the actual phones ordered, then DPD say they have delivered the package as it was delivered to them, and the customers are left with no phone.

I'm really frustrated with the process at the minute.  I'll let you know if anything works for me so you can do the same thing.

I do feel for both of you.

And really hope this gets resolved swiftly.

(not aimed at any contributors on here, but future scrotes might read this)

Here’s what I don’t understand with anyone trying to nick a phone at a warehouse or retail outlet or when delivering. I can only assume they must be totally clueless.

Regardless as to who is robbing the phone, any decent service provider already knows the phones unique IMEI and to which customer the phone has been allocated to. They also know where it was before it was stolen as it would have been delivered to a retailer. Ever noticed the unique barcode(s) on the phones box, they’re not there for decoration.

So if its reported as stolen and the service provider IMEI blocks the phone or better still tracks the IMEI first before blocking, whomever now ‘owns’ this flagged/tagged/marked phone is either gonna have a phone that doesn’t work or they are tracked and caught that way. When a phone without a SIM/eSIM is switched on the manufacturer knows when its switched on and connected to a network via the MAC address as a minimum. When a SIM/eSIM is inserted certain ‘handshakes’ take place which would be detected by the service provider and/or manufacturer too.

When a phone is connected to a network is has to be verified, with the MAC address too. Insurers know when a stolen phone gets put on a network (phone or internet) as its in their interests to get their ‘property’ back (once the claim is paid out the insurer owns it). Obviously higher valued phones may warrant higher methods - not relevant in these posts - but insurers know when someones trying to pull a fast one. Things happen and things can be monitored - nuff said.

IMHO being as the box the phone is in should be security sealed, using DPD (using iD as an example) and that we need a service PIN to be able to take it from the delivery driver, I reckon it should also be made compulsory that the outer bag is opened in view of the courier and if the packaging (or label on the plain box if its a refurbed phone) doesn’t match what was ordered or the tamper proof seal(s) have been disturbed then we (the end user) can peak in the box and reject the delivery. This would hopefully prevent future thefts in this way. Granted it would add time to the delivery drivers day, but another 15 seconds to open a bag and quickly check wouldn’t really harm anyone now would it. But this would also work in the favour of the courier - they can verify the recipient had the right phone.

Anyhoo, on a personal note, all my phones purchased in the last 30+ years have been from inside a reputable* store, with me and the sales rep checking the box (and when they started the manufactures security seals too), then the phone and then putting the SIM in before I even walk out. At least that way I know what’s in the box! But doing all of this now virtually opened a door IMHO. I’m not saying online is bad, just that I’ve experienced dodgy stuff and learned my lesson.

*some might say Tesco’s isn’t, but back then was the first time I never went to ‘proper’ phone shop. But yes even Tesco have sealed phones and they scan the barcode(s) on the phones box in view of the customer.

​@Richdavey  thanks so much for letting me know. Unfortunately my partner is in the same situation, so we’re both really frustrated! Even though they ordered a different phone to me. The companies we bought the phones through (both different interestingly) are taking no responsibility. I’m tempted to cancel and request a full refund, but that would mean I’m without a phone, which I need for work. So, we’re in abit of a stalemate situation, having paid for the phone, also paying for it through the ID contract monthly payments. Please let me know how you get on as we need to find a solution! My partner has had an email back from their company asking if they’d like a return or a replacement, so will see what happens there! I’m still contacting daily, no-one ever contacts me as they say they will. I’ll let you know if anything happens!

Update for you ​@Reevecat 

I've had to chase every day on the complaint line, as no one was getting back to me with actions they said they'd take.

ID have now said that their CCTV shows their operative packing the correct phone.

DPD have said they have delivered the package as they received it (which is not true, but from their records they think it is).

We've therefore reached deadlock, and through some long conversations with complaints team I was given the option of getting a deadlock letter and being referred to the ombudsman for arbitration.

Really disappointing, given this is my third long-term contract with ID, but there we are.

How are you getting on?

​@Richdavey Thanks for the update. I’ve been on the phone to mobiles.co.uk again today who have said they can’t do anything until the dispute has been resolved with dpd. I asked to cancel and refund, but they said I can’t until it’s been resolved! My partner went through carphone warehouse and received an email asking if she’s like a return or swap. Waiting to see if the right phone arrives this week! I’m waiting for a confirmation email ‘from the back room team’ to acknowledge my phone call today and tell me when I can expect a resolution. Ridiculous as I’m paying a big monthly contract to ID (which is obviously paying for my phone along with the upfront cost) when I should just be on a pay as you go sim at a quarter the price! Let me know if you get anywhere as feels like I’m heading the same way as you at the moment. Wondering if it’s worth me cancelling my monthly payment with ID and just having the phone to sort out with mobiles.co.uk. Not sure if that is an option?

ID have now said that their CCTV shows their operative packing the correct phone.

DPD have said they have delivered the package as they received it (which is not true, but from their records they think it is)

Wow. So how can they prove it was given to you by their employed/contracted driver?

Did you personally take delivery of the phone using the service pin?

My wife took delivery using the PIN.  All looked legit, no evidence of tampering.  I came home from work and opened it.  Other accounts online suggesting they're using heat guns to open packages so they don't look like they've been messed with.

I assumed it was an admin error from ID rather than anything else.  ID told me to return it to them via recorded delivery and they'd reimburse me for the cost.  I took photos of phone but not packaging.  When the warehouse received it they told me it wasn't part of their stock, and that's when I got suspicious and started doing some internet research.

And why would you or your wife question it. Normally there wouldn’t be a reason to.

I don’t understand why iD can’t track the IMEI of the missing/stolen phone. Or see if DPD can check to see if the same driver has had similar complaints about dodgy phones turning up. You may never find out due to GDPR but if they could say it was likely to have been their driver, at least you’d know.

I have started telling others (not on these forums) to be mindful and open the packaging prior to taking delivery. It’s okay deliver drivers taking pictures of the packaging but what is actually in the packaging!

Hi ​@Richdavey 

I believe we’ve responded about your issue on another thread.

Tom