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iD Mobile

 In a nutshell  
 

Last updated June 2017

iD Mobile is a virtual mobile network from the Carphone Warehouse and operating on the Three network.

Best buy: Sim Only £5 a month - 1.5GB 4G data, 250 minutes, 5000 texts from iD Mobile (£5.00)



 

Summary

Carphone Warehouse launched the iD Mobile network on 12 May 2015. It's a virtual network running on the Three network, and offers the following benefits:

The 2016 Which? mobile customer satisfaction survey found that 8 out of 10 customers would happily recommend iD Mobile.

From 15 June 2017, all iD Mobile customers on Pay Monthly, Sim Only and Pay As You Go plans have the ability to "Roam Like at Home" and use their UK minutes, texts and data in 50 destinations worldwide.

Best buys
£5.00
Sim Only £5 a month - 1.5GB 4G data, 250 minutes, 5000 texts
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£0.00
iD Mobile
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User questions

Got a question? This is the place to ask it!


Please don't ask a question that has already been asked. Duplicates will be removed.

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Poor in house signal on a new samsung a5 2017

Asked by Neil from england on 27th Jun 2017
Hi, my wife just canceled three and is now with id , poor signal in the house but have noticed no wifi calling or texts, where with three you can, thought id offered the same network but guess not ,i laughed at my wife nd said well am not getting id if i can't get a decent signal in the house ,can i ask are yous looking into this . if yous do wifi calling in the future for poor signals i may transfer over aswell as my 2 sons, as i pay for theres aswell . id does offer very good prices for there contract phones which i like but not if i can't get a signal or poor signal .

My 2 year contract ends next month. What is the process for this?

Asked by Browne from Uk on 26th Jun 2017

Using phone abroad?

Asked by Gaynor from N Cyprus on 22nd Jun 2017
I am on holiday in N Cyprus. Turned on data roaming. Found and connected to local network. After 10 seconds the I keep losing network and message 'emergency phone only' appears. Partners phone works fine.

Reply by iD Mobile Support from UK on 22nd Jun 2017
Hi Gaynor, you should be able to connect to Turkcell to use the services whilst in northern Cyprus.
If problems persist, please contact us on Facebook or Twitter for more assistance.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

See all 119 questions

iD Mobile user reviews

Love this product? Hate it? Please share your experiences to help other people choose the product that's best for them. Please do not review this product if you have not used it, and please ask questions in our User Questions section above. Please do not use swear words or offensive language, and please, no advertising!

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Rating:


Average rating from 492 reviews:

Reviewed by Larry Bush from Great Britain on 28th Jun 2017
I was with iD, but when I changed my phone I could not use their service. I cancelled my contract with them and was advised by the to stop my Direct Debit, which I did. A few weeks later I received a snotty letter from them threatening me with legal action unless I paid the outstanding balance of about £18. I settled the bill and it was immediately debitted from my account. 2 weeks later, I receive a further letter from them stating that they had overchargedme and I am due a refund. 2 weeks later and I am still waiting for the refund. They quickly take your money, but donot want to be as qhick in refunding what they owe you.
Be careful if toy get a new phone. Check with the manufaturer before taking out a plan with iD as they will lie to you about their coverage.
Woulnot recommens Car Phone Warehouse of their products to anyone.
Rating:

Reviewed by Stephen Worthington from UK on 28th Jun 2017
Avoid this company at all costs. I took out a sim at carphone warehouse for my son. I phoned to cancel and they said I needed to pay the outstanding balance before I cancel. After paying the balance I hung up. I then received a bill 2 months later for £20 despite never using the phone. They are still saying I need to pay despite agreeing that I did phone to cancel.

Every time I phone it takes about 30 minutes. I get through quickly but then they put me to a different department, etc. Every time you have to give your details again. And of course it is not free because I no longer have the phone.

They have now put me in touch with a debt recovery company despite being still in discussion about clearing the balance. This has also coincided with my receiving a deluge of spam texts and emails about loans and credit cards. They have obviously sold my details to a marketing company.
Rating:

Reviewed by Debbie prendergast from Uk on 24th Jun 2017
Each time I phone customer services I get given different advice and have today been transferred to 3 people only to end up talking to the first one again. I was told 3 months ago I could wait the 3 months and change plans so I phoned today and was told I can't, I also found when I was abroad I couldn't text anyone which really wasn't helpful, I will be buying myself out of the contract as the bills each month don't make sense. I will go back to Three where I understood the billing completey.
Rating:

Reviewed by Steph from England on 19th Jun 2017
I thought I had lost my SIM card but I have literally just found it I was in car phone warehouse Middlesbrough store on Saturday and claimed a new one however I haven't got access to any of my contacts and I can't get any of them back is there any way I can go back to my old one I am so sorry about this sounding very confusing. I have just got a Samsung Galaxy j3 2016 model and it was sent off to the factory due to all kinds of faults and I have not had access to a device since apart from my iPod. Is there any way you can help me solve my problem thanks
Kind Regards Steph
Rating:

Reply by iD Mobile Support from UK on 20th Jun 2017
Hi Steph, its unlikely that any contacts would have been stored on your SIM and they would not be accessible if it has been deactivated unfortunately.

The contacts may have been saved on the phone memory or possibly on your Google account.
You can check here, https://contacts.google.com with your Google account details.

If the contacts have not been backed up they would not be retrievable if not already present on the phone.

iD Mobile.

Reviewed by Sharne Procter from UK on 16th Jun 2017
Absolutely awful service. Would not recommend ID mobile to anyone.
Rating:

Reply by iD Mobile Support from UK on 16th Jun 2017
Hi Sharne, can you give us any information of why you feel this way?

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by Dan from UK on 7th Jun 2017
I have sim only plan with ID and no signal at all most of the places in my work place in central London. Previously I had talktalk mobile sim and had full signal all around the building.
Rating:

Reply by iD Mobile Support from UK on 14th Jun 2017
Hi Dan, it's regrettable that you have a signal problem in central London however some buildings can inhibit the signal so we can't guarantee coverage indoors.
You could change your phone to use only 3G as this may help inside.

iD Mobile.

Reviewed by Stacy from UK on 7th Jun 2017
I had never even heard of ID before but chose to buy a £5/month rolling sim which had everything I needed.... apart from a signal! I often find that I get no network or 3G signal whilst in doors. Which is pretty useless unless you're at home and have wi-fi to connect to. Outside my signal comes and goes quite erratically. If you need to always be contactable I would highly recommend avoiding ID.
Rating:

Reply by iD Mobile Support from UK on 14th Jun 2017
Hi Stacey, we appreciate you giving iD Mobile a chance however we know that some areas or houses won't receive coverage which is why we provide 14 days in which to cancel any contract.
You can call 7777 from your phone if you wish to proceed with this.

iD Mobile.

Reviewed by Leon from UK on 5th Jun 2017
This company are terrible.
We got a small contract for our 12 year old daughter with them at £20 for a dated iphone 5S and now wish we went with a more reputable company that offer a better phone and once data allowance runs out, stops internet access. They dont!

1GB of Data vanishes and they refuse to cap usage!

And they love adding charges on that doubles the bill within 2 days! Avoid them at all costs!

We are in a 24 month contract with them and the phone is now barely worth £80!
Rating:

Reply by iD Mobile Support from UK on 6th Jun 2017
Hi Leon, we provide our app to help any customers stay within the chosen allocations and purchase add-ons if required to avoid any extra charges.
If your daughter is not able to do this then you can also install the app on your phone to monitor her usage.
We can also limit the additional charges incurred on the account with our ShockProof plan feature.

If you can contact us via social media we'll work to help you with this.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by N B from UK on 1st Jun 2017
I dont even know where to start with this lot. All I am going to say is I feel ill after many phone calls, rude unhelpful staff, charges for bills we have paid (reflected on their statements in January), paid in January then suddenly in April they decide I hadn't paid it.

We have four mobile phones in this house, this is the only one with ID and the only one we have any issues with, cannot wait for contract to end!!!!

Don't even want to give them one star rating!!!!!!!
Rating:

Reply by iD Mobile Support from UK on 2nd Jun 2017
Hi NB, it's not good to hear that you've felt ill when trying to get things sorted. Did the payment leave your bank account in January?
Please contact us via social media if you'd like us to help you further with this.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by Rick from England on 31st May 2017
I have had a contract with iD and have no complaints, apart from network coverage when I travel. This is because iD piggy backs onto the Three network, which is less expensive than other networks, but not as good a coverage out of urban areas. If iD used a better network, I would stay with them. I have never had any problems with their app, website, customer service or roaming when abroad. Their systems allowed me to stay in control of my costs with ease. Just a shame about the patchy coverage for me.
Rating:

Reply by iD Mobile Support from UK on 2nd Jun 2017
Hi Rick, thank you for your post.

Reviewed by E from LONDON on 29th May 2017
Do not use them.
They placed a rolling feature on my accout unbeknown to me ( which began as a courtesy feature to assist in a mistake they made by over billing me ) and began to where overcharge me. Instead they placed it on the account as an add on and were billing me for it .

It was 8 months of this , I called 4 times spent 2 hours on the phone each time to resolve it. They promised refunds, call backs and nothing came of it.
I am on the phone with them as I speak and again I am being given inconsistent information.. Terrible customer service, terrible reception. Terrible providers. Dishonest, reluctant and cheap srvice.
Rating:

Reply by iD Mobile Support from UK on 29th May 2017
Hi E, we'd really like to find out what's happened in this case and work to get it sorted for you. If you can provide some details to us via Facebook or Twitter then we can hopefully get it all finally sorted.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by Jules from Wales on 27th May 2017
Worst mistake i made signed up for 24 month. Ah well ID you'll have my money for that period but never again and making sure all my friends know how rubbish you are. cheerio Id.
PS.why don't you add a NO star to your ratings or are you scared too many people will click on it?
Rating:

Reply by iD Mobile Support from UK on 29th May 2017
Hi Jules, can you advise of the reason why you feel this way?
If you need help with any account issue please contact us so we can assist.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reply by Jules from Wales on 4th Jun 2017
Fed up to the back teeth with Car phone Warehouse people telling me there's an upgrade happening to the mast in my area . I can see the thing and since this upgrade started my signal has gone from poor to non-existent.

As I said before... BYE BYE ID. you are worse than poor so please put a 'no star' option on reviews then people can put their true rating.

Reviewed by G arnot from Scotland on 26th May 2017
Trying to log on to this app is a NIGHTMARE
It will not accept my written down user name and password
When I go through the system of number, name and date of birth it becomes ridiculous
It shows a format for D O B and when I put in the correct date it will not accept it. I have tried this many times but to no avail. How hard can you make entering a D O B ?
Very frustrated
G A
Rating:

Reply by iD Mobile Support from UK on 29th May 2017
Hi G Arnot, sorry to hear you're having a problem using our app. Have you also tried to access our website my.idmobile.co.uk? It may be easier for you to reset the password in this way.

If you require further assistance, please get in touch with us.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by Maureen Barker from England on 25th May 2017
Earlier this month I made the error of believing I could get a sim for my nokia 100 that matched my previous provider at a competitive price so gave ID a try as they promised excellent coverage. What a mistake this was, coverage in my area previously good is at best poor but widely non existent. Have used the ID message service to report this but get strange responses back so earlier this week used it to request a cancellation and request for a PAC code (my legal right)....surprise surprise no response to that! So this evening tried ringing 7777 and was put through to someone who could terminate contracts and 30 minutes later after long periods of canned music was told there was some sort of system error and he could't help me or suggest what I could do other than ring back or trust in a call back from ID. As I explained though whether I could take the call due to the signal weakness was another matter. Awful service. Avoid at all costs......ID are letting customers down and failing in their statutory duties.
Rating:

Reply by iD Mobile Support from United Kingdom on 26th May 2017
Hi Maureen, thanks for leaving a review. We understand that you have been in touch via e-mail and the matter has now been resolved. If you need anything further then please respond to the e-mail and we will do what we can to help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Tomlinson from England on 23rd May 2017
AVOID THIS COMPANY AT ALL COSTS!!!
My daughter bought her sister this phone for Christmas after being told by Carphone Warehouse coverage was good for the area. Phone has no signal WHATSOEVER. Cannot send or receive texts or calls even to the person in the same room!!! No-one will take responsibility for this, been pushed pillar to post by Carphone Warehouse (shame on their reputation) and ID, it's a total con and rip-off. Unfortunately because of the 14 day period exceeding the time my youngest was given the phone as a gift, the contract cannot be cancelled. ABSOLUTELY LIVID HAVE TO PAY FOR A DEVICE STUCK IN A BOX. Might of well as bought tin cans and a piece of string... This phone was obtained for a 11 year old in case of emergency but clearly neither company has a moral conscious.
ID you should be ashamed.
Rating:

Reply by iD Mobile Support from United Kingdom on 26th May 2017
Hi Tomlinson, we are very sorry to hear that you are having coverage problems and we would like to help. We do have a 14-day returns period, however, if you are having problems after this period there are things we can do to try to help. If you drop our Social Media Team a message on Facebook or Twitter, they will investigate this for you and try their best to help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Paul from England on 23rd May 2017
Worst customer service I have ever experienced.
Rating:

Reply by iD Mobile Support from United Kingdom on 26th May 2017
Hi Paul, we are disappointed to hear that you have had a poor experience with our Customer Service Team, this is not what we want for our customers. Have you raised this with our Social Media Team? They can investigate the issue fully and make sure that any poor service is addressed. Thanks.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by peter from ENGLAND on 22nd May 2017
CUSTOMER SERVICE NEVER AVAILABLE. ID mobile is such a disappointment. I ordered an id mobile sim coz it was cheap, but then it turned out to be a disaster. After 3 weeks I used up all my usage and it canít upgrade. I tried to contact their customer service but nobody ever bothered to pick up the phone, so I left id mobile. But they still charge for all kinds of fees. I refused to pay these unreasonable fees, so they sent a credit link recover company ask me fees all day. And try to threaten me by dropping my credit score. This is the WORST MOBILE COMPANY ever used. DO NOT USE IT.
Rating:

Reply by iD Mobile Support from United Kingdom on 26th May 2017
Hi Peter, it's saddening to hear that you have had trouble speaking to our Customer Service Team. If you have used up your allowance in 3-weeks we do have the option to purchase add-ons for data, minutes and texts on the iD Mobile app and website. We can look at a plan change once you have been a customer for a month, if you drop our Social Media Team on Facebook or Twitter, they can take a look and see what plan changes we can offer you. iD Mobile do not have control, as such, over your credit score; the only time that this would reduce is if payments have been missed. Mention this when you message our Social Media Team and they can assist with this, too.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by David Brough from UK on 20th May 2017
Well I decided to go with the £5 monthly sim only deal with iD for my daughter.
Now to ensure control over the data useage, etc. I've gone into the settings and restricted all as best as possible.
Now the problem is that although my daughter only uses her phone at home via our home WiFi (mobile useage switched off) she received a message stating that she has used 80% of her capped limit and that on the iD site for the account it states i will be charged £4.80 on top of the monthly £5 - thus being charged next time £9.80.
Can someone please tell me why and where this charge is from and for?
All her useage goes through our home Wifi so absolutely NO extra charges should be occurring!

The monthly useage of 1GB of data, 250 minutes calls and 5000 tests seems okay... and my daughter has not even used 5% of those allowances... so why the extra charge?
All other restrictions like Premium rates, Voicemails, Roaming (she will not be going abroad anytime soon!), etc. are off so where is this clandestine charge coming from?

This £5 monthly sim only deal is an absolute rip off if there are hidden charges. Yes I was informed that it is a £5 monthly rolling deal with an added cap extra of £5 (IE will not pay any more than £10) but if my daughter has not gone above 5% of the allowances then where is this extra £4.80 coming from?
Rating:

Reply by iD Mobile Support from United Kingdom on 22nd May 2017
Hi David, thanks for leaving us a review. We understand you have been in contact with us via Social Media and we have provided you with a response as to how these charges incurred. If you have any further questions, please feel free to message us on Social Media where we will be happy to assist.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by John robinson from United Kingdom on 19th May 2017
Wish I had read reviews before I signed my signal is very poor I have been fighting this for 3 months now all u get is there is a problem with the signal it will be fixed never is the latest now is if it is not fixed we will go to head office the story is do not sign up with this company they r full of xxxx
Rating:

Reply by iD Mobile Support from United Kingdom on 22nd May 2017
Hi John, we are sorry to hear that you have had problems with your coverage, this isn't what we like to hear. This may need to be raised with our Tech Team; if you contact our Social Media Team they can take a look into this and see what's going on and hopefully, come to a resolution.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Lavinia from Uk on 17th May 2017
So wished I had seen these reviews before taking out a contract with this company. Unable to get through to customer service. To discuss recent bill that is 4times what was expected. This is not first time this has happened. When I checked bill it's suggests that internet usage was 20 times its normal usage on a specific day & charged £75. Feel depressed knowing I'm tied in to a contract for another 19 months!!!!
Rating:

Reply by iD Mobile Support from United Kingdom on 18th May 2017
Hi Lavinia, we are sorry that you were unable to get through to our Customer Service Team, to discuss your bills. Our Social Media Team can look into this for you, they can take a look into your internet usage and the charges that have occurred and can offer you some advice and, hopefully, a resolution. Just drop them a message over on Facebook or Twitter as they are always happy to help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Dafydd from Uk on 17th May 2017
My partner on id and paid her bill upto date to then find out id taken another £16 for no resson to then be told she is upto then to by someone else that shr owed 16 pound whrn in fack she dont. Ill be emailing trading standers. And the one the ladys was rude and aggumentive to my parter.
Rating:

Reply by iD Mobile Support from United Kingdom on 18th May 2017
Hi Dafydd, we are sorry to hear that your partner has had problems with her iD Mobile billing; this is not what we like to hear. If she can contact our Social Media Team then they can investigate this for her and see what's going on.

We are very unhappy to find out that she has not had great service from our Customer Service Team and would also like to investigate this. If she can provide us with some information regarding that contact, that would be fantastic.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by synot from UK on 15th May 2017
I have just joined ID and after reading the comments i hope i don't regret it????
I believe CPW who i used to create the new contract with should protect their credibility by recommending a good network and not just being focused on selling at all costs and putting a lot of emphasis on the geek squad product.
Rating:

Reply by iD Mobile Support from United Kingdom on 18th May 2017
Hi Synot, we are glad to see that you have joined iD Mobile! We do hope that you experience no issues, however, if you do have any problems or questions then do not hesitate to contact us over on Facebook or Twitter. We are always happy to help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Corinne Ellis from Scotland on 5th May 2017
I cancelled my rolling contract a month ago. I should pay £20 a month that's capped at £25. On numerous occasions I've been charged over my capped amount. When I called to cancel I was told I'd receive a final bill. Fine.
However, considering I destroyed the sim the second I'd cancelled I assumed it would be £20. I have been charged £35! On top of that, on the app it states my next bill will be due 28th May!
Needless to say I am livid!
Worst experience with a phone company EVER!
Rating:

Reply by iD Mobile Support from UK on 8th May 2017
Hi Corinne, we are aware that you've been in contact regarding your account and that we've been able to explain your final bill and the charges that have been incurred along with the confirmation of the disconnection as requested.

Reviewed by Kristin from Uk on 5th May 2017
I can't dial out on my phone not even to Id yet I can use 3G and data. This is risiculous I can't even contact ID. With I could cancels contract but they want a£150 which is mornethan I would have paid in my monthly charges. WHAT A JOKE
Rating:

Reviewed by Gulam Faruque from Uk on 28th Apr 2017
Worst service ever.
This is the third time in 3 different countries I have not had roaming Internet access. Tried calling helpdesk after 30 minutes of fumbling around they can't fix it and will pass on my fault to technical team.
I'm on a weekend break, and have been told the technical team do not work weekends. WTF!
I knew this was going to happen SPI called before I left and was told to call them when I'm on holiday as they can't do anything untill I'm on holiday.
AVOID THIS NETWORK AT ALL COSTS.
WILL BE SWITCHING TO VODAFONE OR T-MOBILE WHEN I GET BACK.
BYE BYE ID.
Rating:

Reply by iD Mobile Support from UK on 1st May 2017
Hi Gulam, sorry to hear you've had this issue with roaming whilst abroad on more than 1 occasion. Most phones will apply the APN settings automatically which are required to access mobile data.
We can also provide details about which networks to connect to when roaming to receive full service.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Kerry from UK on 22nd Apr 2017
Absolute worst service I have ever had, to be avoided at all costs. Their customer service is non existent and when you do eventually get through they are that rude it beggars belief. On one occaision as the operator had no idea how to solve my problem he cut me off. The mobile service is terrible sometimes I get none. There have been problems with making phone calls this week, 17.4.17 to which they credit customer accounts with 200 minutes, not much use to me when I have no signal. It has not improved since I first took it out 18 months ago. Had a continual issue and still ongoing with "not registered on network", this renders the phone useless until it clears, customer services useless once again and the Carphone Warehouse just as bad. I had taken out a 12 month plan for my son and was given the wrong information by the boy in the Carphone Warehouse. Thankfully his contract has finished and he is now with a proper mobile provider. But apparently that wasn't enough to terminate the contract! Now today there is an issue where I cannot send or receive SMS. Twice in a week is NOT GOOD ENOUGH. Do not tell me to contact you via social media as I DO NOT USE IT. There should be a proper customer service centre. These problems need addressing ASAP whilst ID are taking people's money. Will be glad to finish this appalling excuse for a mobile provider's contract. If I could give zero star rating I would. I am a very dissatisfied customer to say the least.
Rating:

Reply by iD Mobile Support from UK on 1st May 2017
Hi Kerry, it's unfortunate that you are not in a good coverage area, should this have been apparent from the start of your contract then we would have recommended to return the phone within 14 days.
We apologise for any recent disruption you've encountered and if you are able to provide us with some information regarding your recent contact with customer services we can investigate this.
We provide our social media contact details as the would be most relevant for customers who post online here.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by jamie from england on 22nd Apr 2017
Cant make calls and you cant even ring customer care this is ridiculous your getting as bad as 02 why make a newtwork if you have trouble maintaining it!!!! I need my phone to make calls this is losing me money and buisness are you ID going to refund the money I lose in nor being able to make important calls as I see on the 17th april there was this problem and also again no why hasnt it been fixed and therfore prevented!!
Rating:

Reply by iD Mobile Support from UK on 1st May 2017
Hi Jamie, sorry if you have been affected by any loss of service, we worked to resolve this as soon as possible and were able to restore the network to all areas.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Jagraj from UK on 20th Apr 2017
So I appeared to have used all of my remaining data yesterday and I am now worried because after logging into my account, it has came up to a bill of £90! I'm 17, and my parents are not going to be happy when I tell them. I received 2 texts half an hour ago saying I had reached 80% of my credit limit and another one 5 mins later saying I had used 100% and I would be charged £10.24 for each 100mb I go over. This is a disgrace. I didn't get warned for my usage and now have to fork out £90. Will phone tomorrow and ask them to terminate my contract as this is not good enough.
Rating:

Reply by AC from UK on 21st Apr 2017
Had exactly the same thing happen, took out a contract for my partners 12 year old daughter and very confusing and contradictory messages about the data used and then received a bill for £94.47 for a contract we believed was capped at £19.50 per month !!!. Trying to get it sorted out but no luck so far. Disgraceful. Looks like a cancelled direct debit and contact the ombudsman may be the way forward.

Reply by iD Mobile Support from UK on 24th Apr 2017
Hi Jagraj, we provide our app and website that you can access to ensure you do not exceed your monthly allowance. We're sorry to see you wish to terminate your account due to this however if you have used all your data allowance and not purchased an add-on you would be charged at the advertised rate.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reply by iD Mobile Support from UK on 24th Apr 2017
Hi AC, we'd like to investigate this if you've been incorrectly advised about the contract being capped as this would not be the case.
If you can contact us on Facebook or Twitter, we can look into the account.

We would not recommend cancelling the direct debit as this may lead to an outstanding debt and a negative mark on your credit file.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Alex ingham from uk on 19th Apr 2017
Worst company ever do not sigh a contract with them no signal ever self employed plaster so customers need to contact me and can't and you have to pay for this service
0 stars if I could put that
Rating:

Reply by iD Mobile Support from UK on 24th Apr 2017
Hi Alex, we're sorry to see you've had an issue with coverage on our network, we can't guarantee coverage in all locations however we are working to improve things with the recent introduction of 4G calling.

We recommend that anyone taking out a contract with us takes advantage of our 14 day returns policy to test that they receive an acceptable level of service as we cannot accept returns after this time.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Dan from Uk on 16th Apr 2017
Worst company I have ever had the misfortune to deal with. My son went over his Data allowance. Didn't receive any notification the the data had been used and Customer services told me mobile data is used even when connected to wifi. I regularly check the app and no notification from that. Absolutely ripped off to the tune of £95. Can't wait for the contract to end and bin these cowboys off. Stay well clear and use a proper mobile provider instead. Off to FB and twitter to spread the warning.
Rating:

Reply by iD Mobile Support from UK on 18th Apr 2017
Hi Dan, it's unfortunate to hear that your son has exceeded his allowance so much to incur these charges. Our app would show when data allowances are running out and we'd advise to take care to avoid exceeding the plan amount.
If you can contact us on Facebook or Twitter then we can investigate what can be done to help you manage this account.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Louise from England on 6th Apr 2017
I've tried to cap my sons contract as he's gone over his data limit ( should be £17.50 a month) charged £90 March & £90 April!! I D Mobile will not let me cap it ! Shocking service , took ages to actually get to speak to a real person who said they couldn't understand me ! They don't send email with your monthly cost like other network providers do , so you don't know extra costs until you get your bank statement. My phone is vodaphone and there service is top notch wish I'd never touched I D Mobile !
Rating:

Reply by iD Mobile Support from UK on 7th Apr 2017
Hi Louise, it's not good to hear that you've incurred these high bills however capping is not available on all types on contract.
If you can provide us with some account information via our social media pages we can try to find a solution.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by John S from UK on 5th Apr 2017
Very poor service. When you ring you can never get through to anyone and they are never based in the UK. Service very poor and they take forever to sort anything out. Would never go with them again.
Rating:

Reply by iD Mobile Support from UK on 5th Apr 2017
Hi John, what is the issue you had that took so long to sort?
Get in touch via Facebook or Twitter if you think anything more can be done to help you.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Richard from England on 31st Mar 2017
Wanted to switch from PAYG to SIM only. Was told I could but would have to have a new number as they couldn't switch the number over internally. Only way would be to go to a different company, then come back. Absolutely ridiculous!

Have contacted Customer Services twice, not had a reply or even an acknowledgement! Poor service.
Rating:

Reply by iD Mobile Support from UK on 5th Apr 2017
Hi Richard, this is correct as we are not able to transfer numbers between PAYG and Pay monthly.
What is the issue you have contacted customer services about and not received a reply?
Please get in touch via Facebook or Twitter so we can help with this.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by a lippett from uk on 27th Mar 2017
Avoid this company at all costs. It has extortionate fees if you go over your data, poor notifications via text, will not reduce your credit on account so always set at £80 and I wished my daughter had not chosen this company for her phone. I have been with them only just a year and have now paid £447 to end the contract because they are that bad. Customer service is appalling and you get different information every time you speak to an advisor. I have had experience of a female advisor being rude to me and certainly not suitable as a customer advisor. I have received poor information and thats if you can understand anyone who you are talking to. I am not trying to be confrontational on that but simply cannot understand anyone I speak to. On ringing them 2 weeks ago to close the account and unlock the phone, I was told I had £366 to pay to close the account. It was explained to us that the payment would not be taken straight away, even when we offered and it would go out on 4th April. We were told as soon as the pac code was used, that would close down the account and we would be able to use new provider. A week later, we rang again to say the phone was not unlocked. After a lengthy conversation, was told that the phone has now been requested to be unlocked and that it could take up to 5 working days. Another week passes and phone still not unlocked. I ring today to be told phone would not be unlocked because I had not cleared the outstanding amount for leaving them. I asked why we were not told this in the first place and the advisor could not say. I was also told that the amount was now £445. I asked why it had increased and was eventually told (after waiting a while) that it was usage on the account up until the pac code was used despite not being able to tell me how I had used that much money in just a few days. I could no longer access the account online to check if this amount was correct as it says its de-activated. This surely is illegal that I cannot access information on my phone account when I still have activity on the account. I have asked for billing information but I am told I have to email to ask for this. After I paid the payment for leaving, I have been told I need to wait 24 hours before calling back to get the phone unlocked and have been told it will then be unlocked immediately. Why was I told it would take 3-5 working days then in the previous week? Why was I not told in the first place that I had to pay the balance immediately to unlock the phone? Why was I not told this again on my second phone call trying to unlock the phone. This is a shameful company and I will be reporting them to ofcom.
Rating:

Reply by iD Mobile Support from UK on 28th Mar 2017
Hi lippett, it seems that you've had a poor experience regarding ending your service and unlocking your phone and we apologise for this. If you've not yet been able to get the phone unlocked please get in touch via Twitter or Facebook so we can help. We can also provide copies for your bills if required.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Lily from UK on 26th Mar 2017
Here are my complaints to iD Mobile:
(1) Poor reception, over a year now I had contract with them, the reception of the mobile signal has not improved. In particular to my workplace; it is near non-existence. This has caused me a lot of stress and inconvenience.
(2) iD Mobile is unable to let customer choose a convenient direct debit date in the month. And if I have to change it myself by paying online month by month, they charge me £3.50 each time. I believe this is unfair treatment and "day light robber".
(3) Difficult customer service: I have called the customer service 6 times in the past, here are my experiences:
(3a) The first time I called, I was asking to hold and waiting to transfer to another department, waited 45 minutes, my phone line got cut off.
(3b) The 2nd time, I called, waited about 30 minutes, the customer service answered the phone and told me there is problem with their IT system, hence asked me to call again
(3c) The 3rd and 4th time, I called again, hold for 1 hour 15 minutes, still holding and unable to speak to anyone.
(3d) The fifth time I called, the customer service gave me wrong information
(3e)The sixth time I called, their company had the IT problem again. This time I hold for 20 minutes and someone from customer service said someone will call me back later during the day (this never happened)
(4)Then I started emailing iD Mobile instead of wasting time to call.
Their customer service do not reply to all emails I have sent them. I still have some emails responds missing from them.
Until to-date my problems listed above still not being resolved. And because I cannot take it anymore, this has been causing me a lot of health issues. I have then asked to terminate my contract according to Supply of Goods and Services Act 1982 - Poor service and "lost faith" in iD mobile. They demand a termination fee of £321.21 from me.
Do not have business with this mobile company. Stay away from iD Mobile. They have very rude customer service and day light robber!
Rating:

Reply by iD Mobile Support from UK on 27th Mar 2017
Hi Lily, the wait times you've documented must certainly be investigated so we'd appreciate if you could provide us with the number you called from for these calls.

The £3.50 charge is only applied if a direct debit is not active, this does not restrict your ability to make your payment within 14 days of your billing date.

We can investigate any issues you are experiencing, please speak with us via Facebook or Twitter so we can help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Jonathan from United Kingdom on 24th Mar 2017
I have had problems with id mobile customer service.
Originally I had an ipad and the sim card was for that. The Ipad was lost so tried to cancel the contract. No help over email and couldnt get through to them on the phone. Went in to Carphone Warehouse in Bromley arund October 2016. They called the numebr and put me through. I spoke to ID Mobile customer Service and explained what had happened and I thought I had cancelled, as I said cancel. Then from January I have had invoices for a contract which is cancelled. It has now effected my credit score for 3 missed payments for something I should not pay.
The call centre is no help hat so ever. On their screen they see suspended and not cancelled. Have said a manger will go through recorded call and call me back. Not one call back.
I have called 3 times giving them my info. I have now been told due to me calling from car phone warehouse number it wont be recorded so Im liable for the bill and the missed payments. They again said a manager will call. Im not holding my breath.
Told only recorded from the mobile number, but it was an Ipad so that is dumb.
I will now have to seek legal advice as this is not just about the invoice but mostly about the credit rating they have effected and will not own up to as there is no proof of me calling or cancelling. Even though they have the conversations on their screen
No common sense at all, no help and will have solicitors deal with this and sue.
Rating:

Reply by iD Mobile Support from UK on 27th Mar 2017
Hi Jonathan, it's not good to hear you've had this problem however there must be some contact that we can trace. Did you receive a response to your emails or have any of your calls answered?
If you can get in touch via Facebook or Twitter we can check what can be done.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reply by Jonathan from Uk on 28th Mar 2017
Thanks for getting back to me. I've made several attempts to get in touch, none of which were answered. I had no luck on Fb. All I'm being told is that someone will get back to me, but no luck as yet. This is extremely frustrating as this issue affects my credit rating. I just want to resolve the issue as this is causing me a lot of stress. Please advise.

Reviewed by OLIVER from United Kingdom on 11th Mar 2017
I've been with ID through Carphone Warehouse for over a year now and have generally had no problems but have seen many unfavourable reviews of the service especially re customer service. I see that is possible that one could use a lot of data when using the internet and having a high capacity storage on a sophisticated mobile. I have a good samsung a3 phone and have had fairly erratic signal strength. But, if data is used up quickly I have 1GB of data that is rolled over every month so I have not had a problem with data usage so far. A mobile shop told me that Carphone warehouse are not using 3 anymore presumably for recent deals. Is this correct? I myself have been reasonably happy with the service to date. I am aware that a number of people have had problems and that is not good if one needs a phone for work and urgent calls.
Rating:

Reply by iD Mobile Support from UK on 12th Mar 2017
Hi, Oliver. We are glad to see that you are happy with the service we are providing you and appreciate you sharing your comments. We do still use Three's masts, this has not changed and we are not planning on changing this in the near future. Do contact us if you have any further queries, we are always happy to help!

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by John Gray from UK on 11th Mar 2017
Had iphone 5 since September last year, regularly getting no service when in my home office. Signal just working if i sit at front of house near window. I complained initially to Carphone warehouse who simply took out the sim card in the shop and the signal was ok for a short while. Then no service, even in town. I have finally after several requests received a replacement sim card and still have same problem.
Rating:

Reply by iD Mobile Support from UK on 12th Mar 2017
Hi, John. We are disappointed to see you have had coverage issues; this can often be rectified with a sim swap but it seems this has not helped in your case. This is something our Social Media Team can help with, please drop them a message and they can investigate this further for you.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Liz Moore from Uk on 6th Mar 2017
Do not go with this company the charges are ridiculous. Been charged double of what my contract is. I can't even get out of the contract unless I pay £500 also the contact centre is in South Africa. I'm not being funny I'm in the uk I want to speak to someone in the uk. Not some one who cannot even help me.
Rating:

Reply by iD Mobile Support from UK on 6th Mar 2017
Hi Liz, we are disappointed to hear you have had issues with your billing; if you would like to discuss this further we do have a Social Media Team based in the UK who can discuss this with you.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Rachel from United Kingdom on 5th Mar 2017
Having used ID for not even a year I couldn't wait to change providers. A few things which need to brought to light...

Data rollover... This is what is within the contract not your paid for add ons. Please bear this in mind. As soon as your new minutes get added your add on minutes stop getting used and by the time you use your contracted ones the add on ones have ran out of date.

Notice texts... these are often incorrect or few and far between. Do not rely on them making you aware of being close to your data/minutes/text allowance as they won't our at least won't consistently.

Contacting customer service... incompetent staff that tell you different things within the space of 2 hours. All need more training and lack of understanding results in you getting no where.

Complaints team... unhelpful, multiple 'logs' of complaints promising to get back in touch via a phonecall results in never hearing from them once a complaint is logged over the phone.

Address change... no matter how many times/people you tell on the phone that your address has changed THEY DO NOT CHANGE IT ON THEIR SYSTEM regardless of being told they do!

Their deals look great and are very competitive but the hassle you get as a customer its worth paying that little bit extra for competent staff who want to help you if you ever need it.
Rating:

Reply by iD Mobile Support from UK on 6th Mar 2017
Hi Rachel, we are disappointed to see you had issues while you were an iD Customer. You should receive a text message whenever you hit 80% of your data limit and again when you reach 100% of your data limit. We do advise all of our customers to download the iD Mobile App which does allow customers to monitor their usage closely and avoid incurring any extra charges.

We are always working on improving our Customer Service and appreciate your feedback, we will take this on board.

If you do have any issues you need to discuss then please contact our Social Media Team who can assist you further.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Kerry from United Kingdom on 1st Mar 2017
12 months I've been ID mobile now and have to say had no issues, not had to deal with customer service so I can't comment on that area, and i didnt want to keep my old number due to the ammount of sales calls, however what I will say is I've never gone over my allowance, I read reviews and was unsure whether to join id mobile, so I monitored my usage closely, I got the phone in Feb 2016 (samsung s6 £19.50 per month) I've always plenty of excess data, calls and texts left every month, and I'm a very social person, I won't hesitate to set up another contract :) *****
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Reply by iD Mobile Support from UK on 2nd Mar 2017
Hi Kerry, thank you for sharing your review we do appreciate your comments and are glad to see you have had no issues. If you do ever need assistance then do not hesitate to contact us as we are always happy to help.


iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Elsa Blyden from UK on 28th Feb 2017
I wish I could put -10 on the rating. This is the worst customer service and most confused customer Advisers I have ever had to deal with. ID mobile is simply rip off. I will never recommend it to anyone and I hope they are out of business as soon as yesterday. 28/02/2017
Rating:

Reply by iD Mobile Support from UK on 1st Mar 2017
Hi Elsa, we are sorry to hear you feel this way can you provide us with some information? If you have anything you need assistance with then please contact us via our Social Media streams and we can assist.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Kelly from Uk on 19th Feb 2017
I chose this phone for my daughter who has learning disabilities and anxiety disorder, i wanted to Cap the phone but i was told this is not allowed and i now get a bill of £75 PLUS the original £23 which happens every month. I called and explained this is my daughters only link to the outside world and she would have a huge episode if i took it from her, but i am really worried as i can not afford the £98 EVERY month. I checked out Trust pilot and i have discovered this is a regular thing with I.D. I am a well known blogger, that has a wide audience and my fellow blogging friends also have a huge audience !!!
I think this is a great story to share with the trusting public !
Rating:

Reply by iD Mobile Support from UK on 24th Feb 2017
Hi Kelly, how did you make your purchase as it does not seem that you've chosen a ShockProof plan which offers a capping feature.
We'd like to help you find a solution that can help you with your daughter's phone.
If you can contact us on Facebook or Twitter we can investigate what can be done.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Elaine Thomas from Uk on 19th Feb 2017
I have had no network for 6 days says my number is not recognised had to buy a new simply and use that number as my phone is paramount for my work is am currently on my sisters phone.
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Reply by iD Mobile Support from UK on 24th Feb 2017
Hi Elaine, have you tried to port a number into our network? If you can provide some details through Facebook or Twitter then we can work to find out what has caused the delay and try to fix it for you.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by colin@hotmail.co.uk from england on 17th Feb 2017
Absolutley useless coverage even though i was told it was very good and better than my previous network, Talk Talk. I have to leave my house and walk some 3 hundreds yards in the cold/rain to make a call or send a text and this has acconted for me losing countless work and even turning up to a job where i have send a confirmation text only to be told they have not or did not receive the text so again losing me money not only for the job but my time and deiseland lowering my reputation and professionalismn.
I have called the care team today on the 0870 number which i was informed was NOT part of my inclusive minutes ????? Profiteering !!!!!
They asked me to go through a setting procedure of which seeing as im not an I.T expert could not even comprehend so after another day of lost buisness calls i now have to make a round trip of some 40 miles to the nearest store to try and resolve...I am dissapointed as now i will have to give up my Satuday that i have my son to try and solve a problem.
I am one very angry customer who wishes i never entered into this 24 month contract. if there was an option for minus stars i would give-10
Rating:

Reply by iD Mobile Support from UK on 24th Feb 2017
Hi Colin, sorry to hear that you don't have good coverage, we offer a 14 day returns period for situations such as this. We provide contact numbers, 7777 (from mobile) or 0333 003 7777 which are included in your allowance.

If you are able to contact us via Facebook or Twitter then we are willing to investigate what can be done to help.

iD Mobile.
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by Emily Elias from UK on 14th Feb 2017
I had an issue with a contract that I believed I had cancelled, not having been cancelled. I have contacted them on 3 or 4 separate occasions to try to resolve it, and each time they say they will get back to me and in each case fail to do so. I have never used any of their services (the SIM didn't work in my phone), but have had to endure hours of pathetic customer service and I now owe them money. They really don't care. Stay well clear.
Rating:

Reply by iD Mobile Support from UK on 17th Feb 2017
Hi Emily, sorry to hear that you've not been given a response when you've made contact about this issue, can you let us know how you originally requested to cancel your SIM.
We can find out what has happened on the occasions that you've made contact and how this can be sorted for you.

Get in touch with us through either Facebook or Twitter please so we can help.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Leyton Fowle from United Kingdom on 12th Feb 2017
WARNING. .... Nobody go near carphone warehouse's own line "ID" I've had little to no service from day one (almost 5 months) I've complained and complained for months and all I get told on a weekly basis is that they are carrying out maintenance work or head office is still reviewing the matter. If I cancel my contract they will charge me over £280 ....today's latest was... Mr fowle maintenance will be carried out on the 16th and if not resolved by the 19th head office will review. ABSOLUTELY FUMING. ...the worst customer service I have ever experienced in my life. All I want is a phone that can make and receive calls / texts. Is this so much to ask?? #carphonewarehouse # rubbish service DO NOT GET A CONTRACT WITH THIS COMPANY.
Rating:

Reply by iD Mobile Support from UK on 14th Feb 2017
Hi Leyton. We offer a 14 day returns period for any coverage issues so we would have been able to return your contract at that time.
If this issue has been going on for such a long period and you have been unable to use the service throughout that period then we can investigate your case and provide a resolution.

We're aware that you've contacted us via Facebook so we'll continue to work with you to resolve this matter. iD Mobile.

Reviewed by Tim from UK. on 8th Feb 2017
I have also tried cancelling my ID mobile contract with very similar problems. 30 day notice period was given , was advised to get a PAC code to keep number. PAC code did not work after several attempts. after several phone calls to ID mobile I have been told different things , all very unhelpful ranging from a garuntee that ID mobile technical team will contact me in 3-5 days ( didn't happen ) , a confirmation from one of the customer service reps that it had all been resolved and the PAC code will now work ( it didn't ) to just a downright lack of care for the fact they have issued a PAC code that doesn't work and will not accept any responsibility. I have sent a detailed email to them and had no reply whatsoever.

They are basically trying to tell me that despite the fact that their PAC code does not work, i have to start again and give them yet another months notice! this is completely unacceptable by anyones standards. I look forward to the supposedly concerned replies i will get to this message, ID mobile are still trying to charge me for this contract beyond my cancellation date. very stressful and not the way for any reputable company to do business.
Rating:

Reply by iD Mobile Support from UK on 8th Feb 2017
Hi Tim, did your new provider give you any information on why the PAC did not work?

We are able to investigate why you've had this problem and if you have previously requested to cancel your service we can proceed with this for you.

Please get in touch with us through either Facebook or Twitter to advance with this.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Tug from UK on 6th Feb 2017
Ordered a "January sale" sim @ £5 per month . Received it after a couple of days. Installed it and it connected OK. Made one phone call. Next day no service. Contacted the help desk via landline and told there was a fault and new sim would be supplied. That same evening the sim connected to EE and I was able to make and receive calls. EE!!! Still showing connection to EE. Any ideas?
Rating:

Reply by iD Mobile Support from UK on 8th Feb 2017
Hi Tug, in some circumstances where you don't get good 3G coverage the SIM may display EE whilst being connected- this does not affect your service.
If you find this happens frequently please contact us via Facebook or Twitter so we can check the coverage in your area.

iD Mobile
facebook.com/idmobileuk
twitter.com/id_mobile_uk

Reviewed by scooby.71 from UK on 4th Feb 2017
After all my issues with being ripped off and messed around by iD and their ridiculous South African call centre I took matters to an extreme level.

I emailed every one of Carphone Warehouse's partner companies, their head of marketing. the head of the company that does their advertising and so on.

Well what do you know, I had a response in 24hrs and after about 2 weeks of discussions and negotiations I got my contracts cancelled (had to give handsets back obviously) AND I was refunded every penny OVER the contract amount plus extra for goodwill.

You want results? email these guys below, they are good to deal with and don't mess about:

FSEscalations@dixonscarphone.com
Rating:

Reply by iD Mobile Support from UK on 8th Feb 2017
Hi scooby.71
We're glad to hear this issue was resolved for you in the end.

Our social media team is available to address any problems such as this and can be found here:

facebook.com/idmobileuk
twitter.com/id_mobile_uk

iD Mobile.

Reviewed by Ceirion from Wales on 3rd Feb 2017
AVOID this company! They billed me twice in one month and Apparently I used £59 worth of data in one day while my data was turned off and my wifi was on. I then refused to pay any of the bills so they gave me the £750 bill for the contract and they can shove it where the sun don't shine. I ain't paying a penny!
Rating:

Reply by iD Mobile Support from UK on 6th Feb 2017
Hi Ceirion, we'd like to find out more about this as you would only be billed once per month. Possibly if a direct debit payment failed and was re attempted at a later date, this could cause 2 payments to fall in one month.

We can also investigate your claims regarding the data use if you don't think this has been billed correctly. Please can you get in touch with us via facebook.com/idmobileuk or twitter.com/id_mobile_uk so we can get some details to start.
iD Mobile.

Reviewed by Mehdi from United Kingdom on 31st Jan 2017
I singed up for a contract with ID 10 days ago and they sent me 2 devices and SIM cards by mistake. So I contacted them and was advised to return one to the car phone warehouse store which I did. However, the unprofessional store manager said they won't accept it and I need to post the device myself. Called the customer service and the said no store should accept returns and I need to go back and if any problem I should call them ( something you normally won't see with other companies as store manager or staff would happily do for you). So went to another store across the city and was told the same, so asked him to call customer service and as he did, they were arguing who should accept returns. So customer service said will call me today to arrange caurier service to pick up ( that's what I insisted they should do), but as expected no one contacted me. Contacted them again for the fifth time today and all the manager was telling me was that they will investigate this and it can take up to 5 working days. Obviously after 14 days they'll start charging me even though the sim is not open neither the device. I don't know what's the deal between ID and carphone warehouse but I can assure you that customer service is as awful as you can't even imagine. So take my advice and AVOID!!!!
Rating:

Reply by iD Mobile Support from UK on 3rd Feb 2017
Hi Mehdi,

We are disappointed to see you have had issues with the Store Manager accepting your return, are you able to contact our Facebook or Twitter teams? They will be able to look into this for you.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reviewed by Lucy from UK on 30th Jan 2017
Sadly been very disappointed. Have one year of my contract left and am counting the days. The places without reception seem to be increasing for me including my own home. It is not even as if I live in a rural area.
Rating:

Reply by iD Mobile Support from UK on 31st Jan 2017
Hi Lucy, how long have you had a problem with coverage? Have you ever tested your SIM in a different phone since you've experienced a drop in reception?
If you can contact us with your details and the area you're having this problem we can investigate.

iD Mobile.
facebook.com/idmobileuk/
twitter.com/id_mobile_uk

Reply by Janet Barker from UK on 31st Jan 2017
Thank you for your prompt reply. It is greatly appreciated as it gives me no pleasure to complain.

I live in the BH23 3SL area and work in the BH6 3QX area and have friends in BH7 where there is no signal at all

I have tried everything as to your suggestion regarding the SIM card.

I did read that maintenance was taking place in the area last Wednesday and was hoping for an improvement, but sadly no.

Reviewed by Steven from UK on 27th Jan 2017
Thinking of joining ID Mobile, don't!
Rating:

Reply by iD Mobile Support from UK on 31st Jan 2017
Hi Steven
Can you provide more information on what makes you feel this way?
iD Mobile

Reviewed by karen from uk on 27th Jan 2017
Shocking - will never use them again and tell everyone I know not to.

My Mum has died and I cancelled her contract with her death certificate. Received debt collection letters. today another Bill. Phoned MyiD - no-one answers the phone. Carphone Warehouse aren't interested.

My son (10 at the time) got a phone just after mum got hers so he could walk home from school with his friend and be safe. The phone wouldn't work, the text message he sent to say he was on his way came through nearly two hours later. This happened a few times, its simply not fit for purpose. He doesn't use it anymore but we are stuck with the contract until it ends as MyId wouldn't let us cancel even though it isn't fit for purpose as mentioned before. After the letter arriving today demanding money from my deceased mother I have had enough of their shocking customer service/admin. I will be telling everyone I know to steer clear and spend their money with companies who do actually provide a service/process their admin and deal with their customers fairly.
Rating:

Reply by iD Mobile Support from UK on 31st Jan 2017
Hi Karen, we've recently responded to your question on this site regarding this issue.

We are very sorry that the problem has been ongoing for some time and if you are able to get in touch with us via www.facebook.com/idmobileuk or twitter.com/id_mobile_uk then we will ensure the account is closed.

We will also be able to investigate and address the issues you've described with your Son's service.
iD Mobile.

Reviewed by Jacque from UK on 21st Jan 2017
Customer service is rubbish. My job depends on my phone and I have a network problem making it unusable. There is no phone number to contact them and my emails are acknowledged but not replied to. Disgraceful level of service - I'd give zero stars if possible.
Rating:

Reply by iD Mobile Support from UK on 24th Jan 2017
Hi Jacque, the customer services number is 0333 003 7777 and can be found on our site, https://www.idmobile.co.uk/help-and-advice/contact-us. Please get in touch so we can try to help and also look into why you've not received a response to your emails.
iD Mobile.

Reviewed by G T Ibbs from UK on 19th Jan 2017
Now in NZ, totally unable to pick up any ID links. The phone both mine and my wife's are pretty useless in the UK as they are usually unable to connect due lack of signal.
The inability to actually communicate is similar to our experiences with Talktalk.
Rating:

Reply by iD Mobile Support from UK on 20th Jan 2017
Hi G T, Weíre not sure we understand the nature of your issue, if you are in New Zealand trying to use your iD Mobile connection you should be able to connect to Spark or NZ Communications to use your services, if you need further assistance please get in contact with us here:
https://www.idmobile.co.uk/help-and-advice/contact-us
We hope this helps Ė iD Mobile

Reviewed by Sophie from England on 17th Jan 2017
We ordered a SIM card a few weeks ago and it said it was coming in 3-5 working days. It's now been a week or two and it's still not here. Bad...
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Reply by iD Mobile Support from UK on 20th Jan 2017
Hi Sophie, this sounds odd, the Sim card would normally arrive within this period. Please contact us here https://www.idmobile.co.uk/help-abd-advice/contact-us or on Facebook where we can look into this for you. - iD Mobile

Reviewed by Jon Shorter from England on 17th Jan 2017
I took my contract out in October and never had a signal where I live so only used it twice, I cancelled my contract in December because of this, I have now not been able to use my phone for over a month as it is locked to ID still, week after week they keep telling me they will unlock it but I'm still waiting and am being fobbed off, it should take less than a day to do but that's too hard for them.
A £400 phone may as well be a brick.
I'd never use them again.
Rating:

Reply by iD Mobile Support from UK on 17th Jan 2017
Hi Jon, this should only take up to 7 working days to unlock a phone, thank you for taking the time to feed this back to us, if this has been over 7 working days, please contact us again so that we can chase this up for you: https://www.idmobile.co.uk/help-and-advice/contact-us

Reviewed by Agron Mjekiqi from UK on 17th Jan 2017
I called in October 2016 and terminated my contract, agreeing to pay additional month, as apparently i had to. Following that i discontinued my direct debit to them.
Now i find out that my contract has not been terminated and i owe them for all the months gone by, furthermore i have debt collectors on my back!!!

What †is this company? How are they able to operate in the UK?
Rating:

Reply by iD Mobile Support from UK on 17th Jan 2017
Hi Agron, we do require a 30 day notice period if you do wish to leave iD Mobile, this will be why you will have agreed to pay an additional month after the disconnection request. If the account was not cancelled after the 30 day notice period, please contact us so we can have a look into this for you: https://www.idmobile.co.uk/help-and-advice/contact-us

Reviewed by Corinne Ellis from Britain on 16th Jan 2017
ID mobile used to be great when it first came out. However now my phone connection barely lasts 10 minutes and my internet is next to non existent. Hoping this is only temporary but it's been weeks like this now. Not happy.
Rating:

Reply by iD Mobile Support from UK on 17th Jan 2017
Hi Corinne, you can check to see if there is any work being carried out in your area, by visiting our coverage checker page via our website: https://www.idmobile.co.uk/help-and-advice/uk-coverage-checker

Reviewed by Mark Seager from UK on 13th Jan 2017
ID Mobile account is completely incomprehensible and when you try to contact them it won't let you because it wants you to fill in the details you can't do in the first place which is why you are trying to contact them. Spent an hour trying to sort out my sons phone and will be cancelling as soon as contract runs out.
Rating:

Reply by iD Mobile Support from UK on 16th Jan 2017
Hi Mark,

If you're unable to get in touch with us via the contact form, you can speak to us via Social Media: https://www.idmobile.co.uk/help-and-advice/social-media

Reviewed by Sara from United Kingdom on 10th Jan 2017
Beware, ID offer you a sim deal and then deny all knowledge of it. I purchased a sim when there was a double data deal but they denied all knowledge of it. They said they would investigate but no one ever got back to me. I tried to cancel my sim but of course they didn't do it and denied I ever cancelled it. They said they would go back and listen to the call and someone would call me back. Again no call back. I have called again today and they said they will cancel my sim but I won't hold my breath. They just keep taking my money for a sim that I don't want and haven't even used.

They are cheaper than the large mobile providers for a reason, they are awful. Customer services are useless too. I am so please that I didn't sign up for a 12 month contract.

Reading the review, it looks like no one has anything good to say about ID Mobile.
Rating:

Reply by iD Mobile Support from UK on 11th Jan 2017
Hi Sara, did you order your SIM online? You would normally receive email confirmation of what youíve purchased.
If you can provide some details we would like to investigate times when youíve called us to discuss this matter.
https://www.idmobile.co.uk/email-us
iD Mobile

Reply by Sam from Uk on 15th Jan 2017
We got a sim only deal in sept 2015, we the received an email saying it had been cancelled, we rang to enquirer and was told this was fraud and they cancelled the sim while investigating, we didn't hear anything back from them so assumed that was that and went about our lives, fast forward a year and we receive a debt collection letter saying we owe 178, rang them and they cannot explain why we wasn't told about any money owed, they also reckon they reinstated the sim but yet again we had no communication on this, I have made an official complaint but they still can't provide me with the answers I have asked for, just waiting until 8 weeks is up as the ombudsman will soon deal with this! Incompetent company with no communication skills.

Reply by iD Mobile Support from UK on 16th Jan 2017
Hi Sam, Thatís strange; weíre willing to get this sorted for you so that you donít need to wait for 8 weeks.

You can contact us via social media to get this looked into: https://www.idmobile.co.uk/help-and-advice/social-media

Reviewed by Sienna from United Kingdom on 9th Jan 2017
I'm tied into a 2 year contract which is finally coming to a end! Yay! I've had a awful experience with Id mobile. I bought my phone in July 2015 in a 24month contact and by November 2015 my data just stopped working. If I went into the App Store ( using my data ) it would just say mobile data network not activated or something like that so we rang up through the customer service line and it was awful. You couldn't hear what they were saying and they said they would ring us back during the week. Which as you can imagine- never happened. So we rang again in January 2016 and the first time we got hung up on. The second time they said they would send a sim- and that sim wasn't any better. We left it until about July when we went to the store I bought it from and obviously it decided to work. So we went home and it didn't work again. We rang up and got another sim which didn't work so we tried to cancel it. We could only cancel it if we paid the rest of the contact which was over £100 at the moment ( which didn't seem like a lot but we are paying for nothing ) so we left it. In November 2016 my phone said no sim and since then I haven't had the chance to get a new sim and we didn't really want to see the customer service again. So now it's January 2017 and I'm debating leaving my contract. I hope this helps and I defiantly do not reccomend Id mobile-it is awful. Your better off getting a more expensive phone from somewhere else.
Rating:

Reply by iD Mobile Support from UK on 10th Jan 2017
Hi Sienna, this sounds like it may potentially be a fault with the handset itself. If possible we would advise to try your sim in a different handset to see if the problem persists. If it seems to work in a different phone, take the handset that you are experiencing the issues with, to your local Carphone Warehouse store, to have it checked over for any faults, and potentially sent for repair. iD Mobile

Reviewed by David Howell from Uk on 9th Jan 2017
Absolutely awful admin from South Africa ca.
Rating:

Reply by iD Mobile Support from UK on 10th Jan 2017
Hi David, can you please provide us with some more information regarding your experience? iD Mobile

Reviewed by Scott Miller from UK on 7th Jan 2017
Why do iD staff keep coming on here to offer excuses and misleading attempts at helping?

They keep saying contact us at blah, blah but when we do contact them we get no help whatsoever from the South African customer service (that's a joke right there) staff who are nothing short of rude.

You see the problem is that Carphone Warehouse staff are only "agents" for iD, and don't work for or with them, very much like if you had a problem with EE you wouldn't go to Carphone Warehouse and complain to them.

And that is the kicker, Carphone Warehouse staff are ordered to push iD mobile as they are both owned by the same "parent" company but since they are run separately iD will simply ignore what you signed with Carphone Warehouse and charge you whatever they like and then say go back into the store and complain to them as they sold you the deal.

But alas it's all digital with no hard paper copies with iD contracts, surprise surprise, so no hard evidence and digital can easily be edited later.
Rating:

Reply by iD Mobile Support from UK on 10th Jan 2017
Hi Scott, if you would like to provide us with some more information about your specific issue, and the response you have received, we can try to help you. iD Mobile

Reply by Scott Miller from UK on 11th Jan 2017
I was mis-sold TWO contracts (technically 3 as one was set up in error, which was cancelled after the store admitted the mistake), I should have had "shockproof" contracts but was put on "Go To" contracts and have been complaining from 18th Nov 2016 to get it investigated.

But alas every time I speak to the "customer service" they keep saying they will escalate it. Escalate it to who?, god?

iD won't let me "upgrade" to shockproof contracts plus to cancel they want £275 which is more than the total worth of the contract remaining which is £256????????

Not to mention all the huge bills already paid, in total since August 2016 I have been charged over £400 for both contracts because I keep getting hit with "domestic charge" costs even though I can prove no data was used during the supposed times iD say it was.

Look, the bottom line is that if I'm still waiting on a resolution after 2 months then your so called help is worthless.

iD say it was Carphone Warehouse who mis-sold so they need to accept the costs for cancellation but they say it's iD's fault for mis-billing and they need to either cancel or upgrade the contracts.

So basically just passing the buck and hoping that eventually I'll give up or the 2 years will eventually pass.

Considering that up until this, I and my partner were 10 year customers of Carphone plus always having contracts for the kids, so basically 4 customers in total. I am disgusted at the blatant dishonesty and will NEVER set foot in a Carphone Warehouse again.

If you want, you can look up my name in your data base, the contract was sold at Braehead Glasgow and the handset was a Microsoft Lumia 650.

Reply by Scott Miller from UK on 15th Jan 2017
I see that the iD Mobile Support have had nothing to say regarding my comments, obviously they can't handle someone telling the facts as they are.

I have also noticed that at the start of this article they state that "all GoTo plans come with a free data rollover feature", well they don't, if they did I would not have been hit with a £75 fee for my son going 248mb "over" his allowance.

Has anyone else noticed that iD Mobile Support are awfully sorry to hear about your problem and that there's nothing they can do but you should contact them on the generic email address?

Yeah well that's to fob you off as when you do your email just hits a non-reply account and may never get read.

They do this so that when OFCOM come calling they can say with plausibility that they have offered assistance.

Look folks, the ONLY way to beat iD is to suck it up, run out your contract (as difficult as that may be) and then leave and never set foot in a Carphone Warehouse store again.

HIT THEM WHERE IT HURTS, FUTURE BUSINESS, ONCE CARPHONE WAREHOUSE START WONDERING WHERE ALL THEIR BUSINESS HAS GONE YOU CAN BE SURE iD WILL DISAPPEAR.

Reply by iD Mobile Support from UK on 16th Jan 2017
Hi Scott, thank you for your feedback, it is greatly appreciated. If you have been miss-sold a contract in a Carphone Warehouse store, this will be why you have been advised to go back into the store, so that it can be investigated internally.

A GoTo plan does include data rollover, however if you are exceeding your data allowance, there wonít be any data from your previous month to rollover to your next monthís allowance.

Reply by Scott Miller from UK on 5th Feb 2017
There is no such thing as data rollover on any "Go to" contract, why is this and why am I so certain?

Because if there was data rollover then why was I hit with a £75 charge for going over limit by 248mb if the near 500mb of data that was left unused from the previous month had indeed rolled over?

Reviewed by Glynis Yeardley from uk on 5th Jan 2017
My phone internet never works when I'm out of my house for maps or bus apps. Have to ask strangers who have coverage on their mobiles. Also often get can't send message when home in SE London when texting. Will be glad when contract ends. Carphone staff always helpful ID rubbish.
Rating:

Reply by iD Mobile Support from UK on 6th Jan 2017
Hi Glynis, your internet issue sounds like it could be resolved by changing the settings on your phone, please take a look on our site to ensure you have the correct APN settings.
https://www.idmobile.co.uk/help-and-advice/get-your-settings

Carphone Warehouse store staff should be able to help you with this.
iD Mobile

Reviewed by Martin Daly from UK on 4th Jan 2017
I signed up with ID Mobile right at the begining of December and obtained a PAC code to port my number from Tesco Mobile. There were problems from the start. Firstly, I could not receive incoming calls or texts for about two weeks. Secondly, the mobile signal in my area was so weak that once I did start getting incoming calls the signal was either so poor or non existent that it was almost impossible to sustain a conversation. Thirdly, ID customer care has been so poor that I am now trying to end my contract and take my old Tesco number with me but ID are not replying to my emails in a way that directly answers the points I have raised. It appears that the customer services reps are reading from a script which does not allow the customer to have his or her say as they talk fast and just keep talking.I am now one month into the ID contract and still don't have a PAC code from them for my old Tesco number. When I went in to a Carphone Warehouse shop for help they told me that ID Mobile was a completely separate organisation and to contact them directly. I could go on but I've already lost the will to live.......Avoid this company at all costs!!
Rating:

Reply by iD Mobile Support from UK on 6th Jan 2017
Hi Martin, sorry to hear about the issue that you had bringing your number to us from Tesco mobile, we always work with other providers to resolve problems like this as swiftly as possible. In regards to your coverage issue, we do provide a 14 day returns window so that coverage can be tested before committing to a long term contract. Ideally this test would have been done before porting your number in however we understand this advice is no longer helpful to your situation.
Assuming your number is now fully ported into iD Mobile, we will be able to provide you with a PAC.
Please contact us on 0333 003 7777 to discuss this matter further.
iD Mobile

Reviewed by Jenn from UK on 31st Dec 2016
Shocking service...do not take out a contract with this company...I repeat- DO NOT! I called up today to change my direct debit date- to be told that they do not have that service! This is appalling... I now have to return my sons christmas present and cancel the contract....NEVER AGAIN !!!! I am irate to say the least!
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Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Jenn, as we canít change the billing date on your account we are not able to change when the direct debit is due. You can however make a manual payment on the account any time within 14 days after the bill has been generated or credit your account prior to the billing date to avoid any issues.
iD Mobile

Reviewed by Andy from England on 30th Dec 2016
I had a £5 per month SIM only contract for my son. I ported his old number to it all was well no extra charges we were happy. Then he (son) broke his phone so my wife got new 24 month contract with a phone from ID for Xmas so that he had a new working phone. When I tried to port his number from the ID monthly SIM only deal to the new 24 month contract I was told they cannot do it and if they tried I would lose the number; even if I ported it out to another network and ported it back in. Then I suggested that I could upgrade the £5 PM contract to include a phone and we cancel the 24 month one. Yes we can but we get hit with early closure charges on the 24M contract and the upgrade deal is much more expensive! So they have us captive - so they thought. Did another deal with plusnet to get a new SIM only deal, ported Son's monthly SIM number back out to that and put SIM in new phone and then cancelled monthly SIM only deal with ID. Son's number preserved and safely out of ID. Ported another SIM only deal number for me onto the ID 24 month deal (turned off all data and roaming etc so they can't over charge this contract) and now just need to wait out the 24 months. The rubbish ID's sales and service staff spout is unreal. If I get any surprise bills I will see them in court!! - Do not let these jerks mess you around, there are plenty of cheap SIM only deals that will allow you to get your number off their system where it is patently no safe. If you have friends or family working for this mob ask them if they really feel comfortable working for ID? Like many others my one star is really a minus 10 stars.
Rating:

Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Andy, we understand the frustration that we were not able to move the number across from SIM only to the contract and that you have had to take these steps to reach a solution.
If you do not use the service outside of your allowances then you will not receive any additional charges, you can use our app to monitor usage.
iD Mobile

Reviewed by Phillips from UK on 30th Dec 2016
I ordered an attractive 10-pound monthly bundle plan last month. Promptly the sim arrived. After few weeks, I started receiving data add-ons emails, which I ignored thinking it is just a promotion requesting an add on for more data usage. However, my recent bill shows that I have added several data add-ons and received an unbelievable bill of 120 pounds this month. The bill shows that I have used those data add-ons.

I am surprised how this can happen without my knowledge and approval. Looking at the previous reviews, it seems that this is a recurring problem and I strongly believe that there is a serious software problem/issue/glitch in the ID billing program. I have come to realise that secondary service providers like ID do not invest a lot on services and hence can maintain their profit at the expense of customers like me. I have now discontinued my direct debit through my bank so that I am not ripped off any further and stopped their services. I strongly recommend others never to own or endorse ID services to anyone. They are unsympathetic and get money from their customers in innovative ways!

I have called and informed the customer service manager to discontinue the services and have sent an email requesting an explanation of how the add-ons have been activated and details of the charges.
Rating:

Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Phillips, it sounds unusual that add-ons would be purchased without you taking action to do this. Have you given access to your account to anyone else?
The emails sent to you would confirm when the purchases took place.
This will be investigated by customer services and an explanation issued.
iD Mobile.

Reply by Phillips from UK on 9th Feb 2017
My issue was not resolved and hence sent another email today - with the following contents. The complaint emails are copied to us and hence I am compelled to post it here again -

To the concerned person,

09 Feb 2017

Re: Complaint against ID Mobile Bills

I have been charged the incorrect amount for my data usage. My contract states I have an allowance per month, and I also had a set shockproof for 5 GBP, but I was charged for extra add on bolts of 1 GB @ of 7 GBP on multiple occasions, without my consent. Moreover, it would be foolish on my part to take several add-ons at this high cost rather if I had a need for a higher usage; I would have rather changed the plan which would have been more cost effective. Hence, I would like to say that although you claim it was done manually, I would like you to provide me with sufficient proof. As mentioned earlier I had set a shockproof for 5 pounds ( why would I do that, knowing that the minimum data package would cost 7 pounds). Nobody else has access to the login id to make those extra add-on actions manually.

If there is any bill pending besides the added bolts ( with my consent). Please let me know, and I will be happy to pay them at the earliest.

Please, can you send me a revised bill and explain why I have been charged extra in this way, without my consent and manually requesting the add-ons.

I first contacted you about this on 30th December 2016 by email and posted a complaint elsewhere (details posted below) and at least four calls to the customer service agents.

I would appreciate if could resolve my issues at the earliest. I am anxious that this email will go unnoticed as I do not get a copy of this email to my email address to follow it up again.

Yours sincerely,

Prasad Phillips

Reviewed by Lauren from England on 30th Dec 2016
I find this network provide absolutely awful. Everything about it, customer service down to their billing. I tried to make a complaint about rude service I recieved from customer service I was told I would recieve a call back.... I never. I rang again and was told to allow 3 working days. Still no call back. Staff are rude, unhelpful and don't have a clue what they are on about! Always seem to incur extra charges for no apparent reason! Would definitely warn others against using!
Rating:

Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Lauren, we are sorry to hear about your experience and that you were not called back when expected.
If you would like an explanation of any items on your bill please contact us using https://www.idmobile.co.uk/email-us
iD Mobile

Reviewed by Henry from England on 29th Dec 2016
Stay away from these at all costs !!!!!! Got a 25pm bill ends up charging me at least £140 a month in hidden costs etc !
The online app is terrible and hard to use and they are just out to get you. Put me in my overdraft and left me in a load of trouble I'm personally taking this all a lot further.
Rating:

Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Henry, this sounds strange as we do not have hidden costs, only charges for usage.
Did you exceed your allowances, purchase add-ons or use premium services?
You can also see a full break down of charges on our website to help.
iD Mobile.

Reviewed by Dean from UK on 29th Dec 2016
My previous suppler said i used one gig a month for the last three months, and with this provider i am now using loads more data, what they say i am using and what i am using dont match up, i am supposed to have used nearly half a gig in a week....pfttttt... the phone is going back....AVOID AVOID AVOID
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Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Dean, you can monitor your data usage using our app and this can be correlated with the data usage recorded by your handset. If youíre concerned that the information is not correct try testing this with a different handset.
iD Mobile.

Reviewed by Duncan from UK on 27th Dec 2016
I was sold an ID phone tariff I wanted for my daughter on the impression it was the 'shock tree's terrify (£15/ month) got charged £90 for the first 2 months. I bought the phone on July 4th 2016 and have called more times than I can remember to a call centre that couldn't help. Requested every time to be called back. Someone called back today, 27th December 2016, to tell me that the charges were valid and weren't going to do anything about it. Misold a tariff and shocking customer service. Seriously, stsy away from this lot, garbage.
Rating:

Reply by iD Mobile Support from UK on 2nd Jan 2017
Hi Duncan, where did you purchase the phone from and how were you advised that you were on a ShockProof plan?
We can look into this if there is a difference between what was ordered and what was provided.
iD Mobile

Reviewed by Cornelius from UK on 24th Dec 2016
ID mobile, I vote the worst most nightmare provider of 2016, please leave your vote ! -10 score
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Reply by Sienna from United Kingdom on 9th Jan 2017
Id is awful! The customer survice is so bad! I get no signal anywhere and no data anywhere either!

Reviewed by Paul from Englanf on 22nd Dec 2016
They have taken nearly £1000.00 in 9 months for a £15.50 pm contract.
I have never gone over limit.
Taking them to court !!!!
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Reply by iD Mobile Support from UK on 22nd Dec 2016
Hi Paul, have you been able to check your bills to determine what you've been charged for? Have you used the phone abroad or made any premium calls or texts.
You can see your bills on my.idmobile.co.uk.
iD Mobile

Reply by Duncan from UK on 27th Dec 2016
Paul, same thing happened to me. Sold a 'shock proof' tariff for my 12 year old and been charged a fortune. Turns out the tarif was set up not add I had been sold. Customer service is non existant. Took them 6 months to call me back just to tell me they wouldn't help. Didn't think these companies could exist in this day and age.

Reply by Scott Miller from UK on 15th Jan 2017
Same here, was sold two "shock proof" contracts that turned out to be GoTo.

Look mate, best thing to do is chuck the sims away and put the monthly cost down to paying off the handset (hard I know but makes it easier to think about), then never go back to Carphone Warehouse again.

They will not help, this much is obvious by all the people on here with similar issues.

I was a 10 year customer, at least 2 contracts every 24 months and for the last four years 4 contracts, but that means nothing to them, they don't care about loyalty to long standing customers.

Once Carphone Warehouse eventually go bust the networks will have no choice but to be competitive as they will be fighting for your business directly with each other and not through 3rd parties.

Reviewed by ross from uk on 22nd Dec 2016
Signal on id mobile is very bad i have sent a email about 2 weeks ago with no reply i gave all my info needed and got nothing back. Now im stuck in a 2year contract.
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Reply by iD Mobile Support from UK on 22nd Dec 2016
Hi Ross, sorry to hear if you didn't get a response to your email. Did you make contact within the first 14 days of making your purchase as we do offer this period to return phones if the coverage is not good.
iD Mobile

Reviewed by Gloria from Uk on 18th Dec 2016
Another complaint from me. Bought the contract at Carphone warehouse in August 16 for £9.50 per month ask for it be caped as it is for my son. No problem then. I had the first 2 direct debit for £9.50, then in Octonet and in November for for £14.50. When I called them, they said I had an £5.00 allowance on the account!! I asked them to remove it , they say they can't. Explain to them that I can't afford it, not their problem. So now they are bulling me to £14.50 contract. I can'restrict the data usage on the phone. CarPhone Warehouse is saying they can't see what is on the contract.
The thing is as well, the credit check came up with £12.00 limit on mobile phone.
They should no star for this type of business.
Rating:

Reply by iD Mobile Support from UK on 20th Dec 2016
Hi Gloria, do you have access to our iD app or https://my.idmobile.co.uk ?
You can use this service to monitor your sonís usage and disable the data on his phone if the allowance is almost used up.
iD Mobile

Reply by Dean from UK on 29th Dec 2016
I have just got a contract with them, i used no more than 1 gig a month with my last provider, so far i have used nearly half a gig in a few days, i am only paying for two gigs a month, so i know i am going to get charged the add ons, the rate they say i am using is wrong, good job i have only had it a week, i am taking it back pronto under their 14 day return policy.

Reviewed by A welch from Uk on 17th Dec 2016
I reported a mobile account having been set up in my name in January 2016. Upon receipt of a dept recovery letter for an account fraudulently set up in my name in June 2015 . It is now December 2016 I have contacted I'd mobile on numerous occasions they have no interest in removing this warrant against me. I have contacted them so many times wasted my money and time. I can now not get any credit due to this warrant id mobile still has not withdrawn or revoked their claim I am innocent this is fraud!! This company should not be allowed to continue trading they are a joke!! Their fraud team you cannot contact the customer services are inept in this day and age this is unbelievable!! Please do not use this company they have no ethics!!
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Reply by iD Mobile Support from UK on 20th Dec 2016
Hi, weíre sorry that you have been a victim of fraud and also that it has taken this time to resolve the matter. If you can provide some details on our form, https://www.idmobile.co.uk/email-us we can check that your account is cleared of any record of this fraud. iD Mobile.

Reviewed by Maria Finnegan from England on 15th Dec 2016
Got my contract with id 1year ago have repeatedly had contact with them as like many others can't get signal in my home,all to no avail I am a 72year old lady that has multiple health issues and am repeatedly told it's not their fault has mobile with different firm in here for 18 years till went to Carphone Warehouse, warn anybody do not go to this network worst firm everso am handing mine back to shop and hope it goes to court as I have several people who have same problem Carphone Warehouse/id you are the worst.
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Reply by iD Mobile Support from UK on 20th Dec 2016
Hi Maria, we understand that coverage issues can occur which is why we provide 14 days for customers to return their phones/ SIM cards after purchase if the service is not good in their home. iD Mobile.

Reviewed by Gonzo from UK NOT AFRICA on 11th Dec 2016
ID MOBILE. Read below. you come on here with your flannel. nothing changes.

Beverley and many others are right, all the time someone is answering a continent away nothing will change. Worst network on the planet. _5 SCORE
Rating:

Reviewed by Beverley from United Kingdom on 10th Dec 2016
This company is dire. Carphone warehouse sell you the contract and tell you one thing and iD mobile (same company) tell you something else and both blame the other. Customer services is appalling. You can't speak to anyone who can help and end up being put on hold, listening to the same 2 songs over and over, for 20 minutes until the operative comes back and says they can't find a manager. Promised call backs do not materialise. Emails are ignored, and don't even bother with the online complaint form as, when you've completed it you won't be allowed to submit it.

Would never deal with them again.
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi Beverly, if a connection is sold in a Carphone Warehouse store we would set up the account using the information provided. If there is any issue, thatís why weíd advise this to be discussed with the store directly.
iD Mobile

Reviewed by Ali from United Kingdom on 10th Dec 2016
Hi Guys,
I have two ID mobile phones and one sim only plan in my household. We have recently moved to a new place and the signals are very weak or no signals at all. Its been a month we are not able to use the phones much. I contacted ID support and the lady straight forward told me that there is nothing ID can do about it because the original coverage searches were done on my previous address (when I took the contracts) and if I have signal issues then I should cancel the contracts, pay early cancellation fee and switch provider.
I got really angry with this reply and I asked her if ID reserves the rights that I cannot move on with my life because I use an ID phone? So She transferred me to her colleague who told me that my problem would be resolved in 3-4 working days.
Nothing happened.
Since then I am exchanging emails with their complaint department and all I have been told is that I should turn off 4G and use 3G only, whereas I consider myself lucky if I even get 3 bars, forget 3G or 4G!
I requested them to provide me with a signal booster or void my contract so I can go to another provider but they don't seem to give me anything.

Bottom line: I am stuck with them for the next year, would have to pay for the services that I won't get and play candy crush on the two contract iPhones, which are otherwise useless.

Advice: Don't see 50 pence or a pound difference in monthly charges, select a reputed provider.
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi Ali, itís unfortunate that your new property doesn't receive good coverage on our network however as youíve been informed, weíd be unable to release you from the contract due to this change in your circumstances that we have no control over. Apologise that we canít provide signal boosters or WiFi calling at this time.
iD Mobile

Reviewed by Mark tipper from uk on 9th Dec 2016
Took out contract for my child he keeps going over data allowance charges outrageous £40 for less than a gig of data.
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi Mark, if your son has incurred these extra charges without you being aware then it may be an option to install the app on your phone so you can monitor his usage and purchase an add-on to provide extra data when required.
iD Mobile

Reviewed by Lorna Graham from Uk on 9th Dec 2016
Avoid this company data charges amount to extortion and won't allow me to cap the account. Avoid at all costs.
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi Lorna, if you are not on a ShockProof plan then we recommend using our app to monitor your allowances and then control your usage to avoid any extra data charges.
iD Mobile

Reviewed by Dave from UK on 8th Dec 2016
Moved to ID all perfect for 3 months then no signal in most places beware !!!!!
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi Dave, have you tried your SIM in a different phone to test if the SIM or phone is damaged? This could be the case if you donít get good signal anymore.
iD Mobile

Reviewed by AJ Veidt from UK on 7th Dec 2016
ID Mobile will tell you that you have used all your data when you actually have plenty left! Because of the constant data warnings i turned off mobile data then discovered days later that the text warnings they sent about going over data use limits were incorrect.

Their customer service in general is a shambles and completely useless. Their only redeeming feature is somewhat competitive pricing, but considering spotty coverage and bad service i questions the value.
Rating:

Reply by iD Mobile Support from UK on 15th Dec 2016
Hi AJ, in some circumstances with double data plans you may receive warning messages when your standard data allowance is used up. We recommend using our app or website which will show all the available data.
iD Mobile

Reviewed by Peter Wright from United Kingdom on 6th Dec 2016
Do not get a contract with ID mobile.
Whilst ID contracts claim to be great value for money, the company will gradually extract enormous quantities of money from your account in extra charges. If you wish to know the vague details of these extra charges, they can be found after reasonable difficulty within this basic app. I would especially watch out for what they like to call "domestic charges", a term the call centre worker I spoke to could not even explain. Despite all this, and the fact that the problems I have faced with ID mobile are commonly shared over the internet, the company will not refund me any money or offer me any sort of apology, which I find completely unacceptable.
Overall, I have been bitterly disappointed with my ID mobile contract and ID mobile's atrocious customer care and service.

Why does ID mobile exploit its users by charging them large amounts of money in extra charges. Why is ID mobile so unsympathetic to this problem? Why has ID mobile, if they do claim to care for their customers (not solely for their profits), not allow or use provisions to reduce these very excessive costs and prevent the exploitation of their customers.
Rating:

Reply by iD Mobile Support from UK on 7th Dec 2016
Hi Peter, any charges that have been incurred during the month will be itemised once your bill is produced at the end of each billing period.

Charges for exceeding your allowances are displayed on our site, www.idmobile.co.uk/help-and-advice/call-charges.
If you wish to avoid any extra charges please use our app to monitor your allowances and do not exceed them.

You can also use our site, my.idmobile.co.uk.
We do also provide ShockProof plans for customers who need to cap their plans to limit the additional usage that would be chargeable. iD Mobile

Reply by scooby71 from Scotland on 9th Dec 2016
iD Mobile Support are talking absolute rubbish!

I tried to get my TWO contracts changed over to "shockproof" after being mis-sold in the first place and they refused saying once you sign up you're tied for the whole contract.

If you want to cancel they charge MORE than the total value of the 24 months (even if you have paid several months already) because they add "exit fees" and I have PROOF of this in emails from them.

Their iD "app" on the phone is useless and gives inaccurate billing info, again I have screen shot proof of this but never the less all they say is complain to the store that dealt with you, who in turn say complain to iD as they bill you.

I also have proof that one of my sim cards was NOT used for an entire month as I removed it from the handset in favour of another payg sim yet somehow it managed to generate a £50 plus bill in "domestic" data charges???

BE WARNED: THE iD APP DELIBERATELY SENDS BACK INFO ON ALL THE WI-FI (EVEN HOME/FREE WI-FI) THAT YOUR HANDSET USES AND THEY BILL YOU FOR THAT DATA USAGE, AGAIN I CAN PROVE THIS WITH THE HELP OF BT WHO CHECKED MY ROUTERS WI-FI LOG TO CONFIRM USAGE DAYS/TIMES.

Absolute disgrace of a company and it's little wonder they are now partnered with Dixons.

In the hands of OFCOM and my lawyer now.

Reviewed by Pete from United Kingdom on 5th Dec 2016
Bought this phone for my son, the contract says I have a £50 call spend limit. I then get notified of a charge of £75 for extra data usage. So I ring the customer service line and the automated message says I have a £50 spend limit!! Still trying to sort this out with the useless contact centre. Most of the time when I ring they have technical issues!!! Total rubbish and I feel ripped off!!
Rating:

Reply by Kris from United Kingdom on 7th Dec 2016
Totally agree with you Pete. The contact centre is a shambles. I've been trying to remove a false claim from them for 6 months. I get no help from the call centre, they just send it around in circles to someone else. I'm writing to ombudsman now.

Reply by iD Mobile Support from UK on 7th Dec 2016
Hi Pete, we can look into this matter and confirm the correct charges. Please can you use www.idmobile.co.uk/email-us to provide all the details so this can be checked. iD Mobile

Reviewed by Gonzo from UK on 4th Dec 2016
To Id mobile, in reply to your reply by the way which is standard to all the complainants all people sing the same song, how bad the customer service is and how you by fair means or foul keep cheating people.

If you have not learned by now that you have hoardes of unhappy customer you never will or want too.

The people that work for you on the other side of the world (no doubt for peanuts) do not and do not want to resolve problems !

Do not bother to give your standard answer, I strongly advise that has been done is to seek legal advise and fight them !

How can Carphone warehouse put their name to a shambles like this ?
Rating:

Reply by iD Mobile Support from UK on 7th Dec 2016
Hi Gonzo, as you've advised that you've been unable to get the problem resolved we are willing to try to help.
You can also make contact via www.facebook.com/idmobileuk if preferable. iD Mobile

Reviewed by Megan from England on 4th Dec 2016
Shocking contract, regret signing up with them and as soon as as my contract is up I will be finding some where else to go. My phone bill a month is normally £31.50 and recently at home my wifi had been cut off for 2/3 weeks. So I spent £32.00 on 'add-on' data. Which I was fine about, and fine with paying £63.. But as I've just checked my bill, it's £113. I am fuming!!!! £50 on unbilled domestic charges!?' What is this!? I was never told about this and do not understand it at all. I will pay the £63 which is right but not the £50 for nothing!!!
Rating:

Reply by iD Mobile Support from UK on 7th Dec 2016
Hi Megan, did you use the app to purchase the add ons?
The app will show how much data is remaining of your allowance or add ons. Data used outside of your allowance is charged at £0.1024/Mb so you may have incurred extra costs this way. All usage will be itemised when your bill is produced. iD Mobile

Reviewed by kc from uk on 3rd Dec 2016
Took out a on monthly contract on Sunday for £5 with 1.5Gb which only turned out to be 500Mb.
Cancelled on Wednesday.
But iD will not confirm cancelation by email, text or phone.
There is no customer service at all!!
Stay away!
Rating:

Reply by iD Mobile Support from UK on 7th Dec 2016
Hi KC, some plans have extra data included which may not show on your purchase confirmation, we can provide confirmation of your plan and cancellation if required.
Please use www.idmobile.co.uk/email-us to get in touch. iD Mobile.

Reviewed by Martin from UK on 2nd Dec 2016
This has got to be the worst company for customer service that I've ever come across.
I signed up for a sim only plan about 6 weeks ago which was £5 for mins, texts and 1.5Gb data per month.
Everything on the site said that the plan was for 1Gb of data per month with a bonus 500Mb each month for the first 12 months.
I've actually been put on a plan with 500Mb of data with a bonus 1Gb for the first 12 months.
I've provided screenshots of the order but they still won't correct my plan. They also don't respond when they say they will - the last email I had from them was on Saturday and promised a response in 24-48 hours.
I chased on Wednesday. It's now Friday and I've still not heard anything from them.
Thankfully it's only a 30 day contract so at least I can move to a company which gives you what it advertises!
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Reply by iD Mobile Support from UK on 6th Dec 2016
Hi Martin, if you've chosen a plan that provides 1.5Gb of monthly data for 12 months then the breakdown between standard data and bonus data is not relevant. After 12 months we would be able to offer you a new plan from a selection of deals at the time to ensure you remain on the best plan available.
iD mobile

Reviewed by Dawn from Scotland on 1st Dec 2016
Not even started with this company and already I am so angry. I called as I got an email to say my bill will come out on the 15th of each month and I can not have payments coming out on this date and wanted to change it. I was advised that there is no way at all that a payment due date can be changed. I told the advisor that I know this is rubbish and they said it is not and that I agreed to this. Which I did not. I asked to speak to a manager and they told me they only had 2 managers and they were in a mmeeting and could not come to the phone. At this point I put the advsisor on hold and started to record the call. I made the advisor aware that I was recording the call and asked her to re confirm what she had told me. She did this and still refused to let me speak to a manager. I am not even on the network yet and I want nothing to do with them they are so rude and not customer focused at all. I asked to cancel it and they said I just need to refuse delivery which I told her I do not trust and that I wanted it cancelled on the phone with an email confirmation and again I was told this is not possible. Such a nightmare to deal with and not worth the hassle. I await a manager calling me with baited breathe.
Rating:

Reply by iD Mobile Support from UK on 6th Dec 2016
Hi Dawn, we are not able to change the date for direct debit payments as this is set by the connection date. You are however able to make a payment using our app or my.idmobile.co.uk at any point during the month if the direct debit date is not convenient.
Your account will be cancelled when the phone is returned to us.
iD Mobile.

Reviewed by Hayley from Uk on 30th Nov 2016
Just ported number today and instead of 7.50 a month it is saying I ordered 25 GB of data no calls or texts for £25 a month. on phone to them for 45 mins and the woman said she could not help me and to go into carphone warehouse. i cannot even receive calls on my phone now. this is the pits.
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Reply by iD Mobile Support from UK on 1st Dec 2016
Hi Hayley, this sounds strange. Have you checked any paperwork you have if you ordered in store or email confirmation if you ordered online?
Please send your details via our site so we can help find out whatís happened and get it put right.
https://www.idmobile.co.uk/email-us
iD Mobile

Reviewed by paul hobson from uk on 29th Nov 2016
We have been trying to resolve a problem with ID for 15 weeks now . They never ring back but one time they did they agreed to cancel contract without cancelation fee . But now despite giving them time and date of that call they have tried four times but cant find it . DO NOT USE. ID. Cant put lower than one star !
Rating:

Reply by iD Mobile Support from UK on 1st Dec 2016
Hi Paul, what is the issue that has caused your complaint?
Can you please use our contact form so we can follow up on what is being done for you.
https://www.idmobile.co.uk/email-us
iD mobile.

Reviewed by Gonzo from UK on 29th Nov 2016
Perhaps if you had some one in UK answering calls/ e mails instead of people on the other side of the world, who have no concept of politeness or how to deal with customers...with no interest in helping or listening to problems, it may be possible to get some customer satisfaction.

At least on this site most feedback is negative.
Rating:

Reply by paul hobson from uk on 29th Nov 2016
Absolutly same problem that we had.

Reply by iD Mobile Support from UK on 29th Nov 2016
Hi Gonzo, sorry to hear that you feel you've not been listened to. What was the issue that you were not able to get resolved? iD Mobile

Reviewed by fjen from United Kingdom on 28th Nov 2016
They suck money from you.
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Reply by iD Mobile Support from UK on 28th Nov 2016
Hi fJen, can you offer any more information on whatís occurred to make to feel this way?
iD Mobile

Reviewed by Tyrone from UK on 26th Nov 2016
The 4G speed in the South is poor on iD: can be 1 -2 Mbps (0.6 this morning). However, receive 5 - 20 Mbps (14 this morning) when on 3G only. Dependent on location I wouldn't depend on receiving good 4G coverage on iD, but for the price they charge, 3G coverage appears good.
Rating:

Reply by iD Mobile Support from UK on 28th Nov 2016
Hi Tyrone, thank you for your review, we hope you receive higher speeds more often however this can vary greatly due to location as you've advised.
iD Mobile.

Showing most recent 100 reviews only.

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