iD Mobile Reviews 65,972

Reply from iD Mobile

2 days ago

Hi Adrian,

Thank you for your review.

We are really sorry to hear that you’re experiencing such slow data speeds. I completely understand how frustrating that must be, that’s definitely not the experience we aim to provide.

We’ve requested further details from you privately. Once we receive this, we’ll be able to contact you directly, look into what has happened, and work on resolving the issue as quickly as possible. We appreciate your patience and the chance to put things right.

Thanks,

Kwanele
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi Salim,

We’re sorry to hear about your experience and appreciate you taking the time to leave feedback.

We’d like to reassure you that leaving a network does not directly impact your credit score unless there is still an outstanding balance on the account. We understand your concern and would be happy to look into this further for you.

I have also requested your details so I can contact you directly and help get this properly reviewed and resolved.

Thanks,
Marquerita
The iD Mobile Team

Reply from iD Mobile

2 days ago

Hi Jonathan Ashton,

We appreciate you sharing your experience. We're sorry to hear about the experience you've had with the billing and closure of your account.

We have requested more information from you as we would like to speak with you directly regarding this matter and would love the opportunity to make things right. We look forward to hearing from you.

Thanks,

Anneline
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi Seyed,

Thanks for taking the time to leave your review and I’m really sorry to hear about your experience.

I understand how frustrating it must feel to be waiting for support and not feel contacted, especially when you’re expecting someone to follow up with you. That’s not the level of service we aim to provide, and I apologise for the inconvenience this has caused.

I did attempt to contact you to discuss this further and get a better understanding of the issue, but unfortunately, I wasn’t able to reach you, and it went through to voicemail. We genuinely want to help resolve this for you, but we’ll need to speak with you directly so we can look into your account and provide the right support.

To make things easier, we’ve sent you an email so we can continue this conversation with you directly. Please check your inbox (and your junk/spam folder just in case) and respond when you’re able once we hear back from you, we’ll prioritise your case and work to get everything sorted as quickly as possible.

We do take feedback like this seriously, as it helps us identify where we need to improve both our communication and overall service.

Thank you again for bringing this to our attention, and we look forward to resolving this for you

Kind regards,

Owethu
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi Gabby,

Thanks for taking the time to leave your review and I’m really sorry to hear about your experience.

I completely understand how frustrating it must be to have little or no data connection, especially in a busy city centre where you’d expect things to just work. I’m also sorry to hear you’ve been unhappy with the customer service that’s not the experience we want for our customers.

I did try to contact you to discuss this further, but unfortunately, I wasn’t able to reach you, and it went through to voicemail. We’d really like the opportunity to investigate this properly and get things working as they should.

In the meantime, there are a few quick checks that can sometimes help with data issues:

- Turn Airplane Mode on for 10–15 seconds, then turn it off
- Restart your phone
- Go to Settings → Mobile Data and ensure mobile data is switched on
- Check Network Selection is set to automatic
- Try switching between 4G and 5G to see which is more stable
- Reset network settings (this can help clear connection issues)

If the issue continues, it may be related to local network congestion or a temporary mast issue, which we can look into further from our side.

We’ve sent you an email so we can continue this with you directly. Please check your inbox (and junk folder just in case) and respond when you can once we hear back, we’ll prioritise your case and work to get this resolved for you.

Thanks again for your feedback we take this seriously and want to turn this experience around.

Kind regards,

Owethu
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi there,

Thank you for your message.

I’m sorry to hear that you’re experiencing issues with your signal. I understand how frustrating this can be.

I tried to call you, but it went to voicemail. I’d like to run through some troubleshooting with you. Could you please try the steps below for me?

Manual Network connection.

Apple:

Can you try the below for me please and see if you can use services.

Press Settings.
Press Mobile Service.
Press Network Selection.
Press the indicator next to "Automatic" to turn automatic network selection on or off.
If you turn off the function, press the required network which will be iD mobile.
Slide your finger upwards starting from the bottom of the screen to return to the home screen.
Wait few minutes and try test services again.

Android:

Can you try and manually connect to iD mobile network via the steps.

Swipe down on the main screen to reveal the notifications panel
Tap the settings icon
Tap Connections
Tap Mobile networks
Tap the switch button to turn Select automatically off
Select iD mobile

Mobile network reset:

Apple.

1.Press Settings.
2. Press General.
3. Press Transfer or Reset iPhone.
4. Press Reset.
5. Press Reset Network Settings.
6. Press Reset Network Settings.
7. Slide your finger upwards starting from the bottom of the screen to return to the home screen.
8. Restart phone

Android:

1. Slide your finger downwards starting from the top right side of the screen.
2. Press the settings icon.
3. Press General management.
4. Press Reset.
5. Press Reset mobile network settings.
6. Press Reset settings.
7. Press Reset.
8. Press Reset Wi-Fi and Bluetooth settings.
9. Press Reset settings.
10. Press the Home key to return to the home screen.
11. Restart phone

I will send you an email so we can look into this for you as well.

Thanks
Michael
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi Barry,

Thank you for your message.

I’m sorry to hear that your phone may be affected by a virus.

I tried to call you to get more details about the issue, but the call went to voicemail. If you’re able to, please let us know what’s happening so we can assist further.

If you’ve recently joined iD Mobile, I would also recommend trying our McAfee Privacy and Identity Guard for added protection.

Claim a 90-day free trial with McAfee Privacy & Identity Guard.
Get up to 90 days free McAfee Privacy & Identity Guard with any purchase on idmobile.co.uk from 11/12/2024 until further notice.

How to redeem.
You’ll receive an email from us 12-17 days after your purchase. This will contain information about the product and a linked banner to take you to the dedicated website for this product. Simply follow the steps provided on this website to redeem your offer.

I will send you an email as well so we can assist you with the matter.

Thanks,
Michael
The iD Mobile Team

Reply from iD Mobile

3 days ago

Hi Joseph,

We’re sorry to hear about your experience and understand how concerning it must be to see higher than expected charges on your bills.

We did try to call you to discuss this further, however we reached your voicemail, so we’ve sent you an email instead so we can continue assisting you.

To help get this resolved, we would need to review your account in more detail to understand what may be causing the higher charges. Once we have this information, we’ll be in a better position to explain and support you.

Please feel free to reply to our email and we’ll be happy to look into this for you.

Regards,

Gemma M
The iD Mobile Social Media Team