Review Time
Great value but horrendous customer support
I was refused a new sim only deal as I didn't have a payment history so was told I would have to wait 30 days.
I had been a customer for over 4 years!
Their chat which they claim is a real person is clearly AI as it can't remember facts that were in earlier parts of the chat. (or they are a person that can't read?)
The promised help from the chat never came and they kept cancelling my orders.
They have now lost one customer of four+ years, another number I ported from EE last week and myself as a new customer.
I’ve had an ID Mobile account for around 12months now. The monthly line rental represents excellent value, the coverage is good & 4 & 5g is mainly consistent compared with other networks.
I haven’t needed to contact customer services because I simply haven’t had any issues requiring the need.
The app is simple to use & navigate through, as is the main ID Mobile website.
I have had such a hard time trying to sort out payments and bills on dates I did not agree to. The live chat always cuts out if I don't reply after 30 seconds. HOWEVER, there is one customer service advisor I would truly like to give my biggest thanks to. I finally had the pleasure of talking to Bongiwe. What a ray of sunshine, they were extremely helpful, kind and apologetic about my recent experiences and they helped me sort everything out and then some. A true asset to your company and wholeheartedly deserves a raise or promotion 🙏 Thank you Bongiwe I would give you all 5 stars 🙏
I was with ID Mobile 5 years ago and it was ok, so I thought I would switch now as my current network has issues.
SIM card arrived, first charge was taken even though I wasn’t ready to make a switch. Ok.
Several days later I tried to use the PAC code to make a switch - not possible, no switch dates available to choose from! No one to contact without logging in and activating the app. Fine, I logged in and activated it with the new ID number that I don’t need, just to cancel it.
Tried to cancel the plan - error message, “try later”!!!
Bad experience from the beginning. Hopefully I can get to the end of it somehow.
If someone from the ID mobile contacts me, I am happy to provide the screenshots. But guys, making people write bad reviews on Trustpilot just to get contacted is a bad business model.
I have been with ID mobile for a couple years now and the service has been great compared to the other mobile providers I have been with. I was looking to downgrade and I have a couple complications in relation to my contract so I called a customer services. The person I had called was very patient and guided me through all the steps in needing to downgrade my plan. Overall great service so far!
Unfortunately I have been locked out of my primary email account. I contacted ID mobile in order to update the email address linked to my account. I explained that I have no access to the email address linked to my account.
I verified my identity and answered all questions.
Over a week later and I have spoken to numerous advisors including the complaints team. All I’m doing is repeating myself over and over. Each call/email is giving me the same information.
Despite informing each agent of my issues/situation I’m still unable to access my account.
A change of email address should not be so complicated.
Clearly agents don’t communicate or check their systems before calling. If they did they would see a colleague had encountered the exact same issue I’ve reported. There has been no response to my formal complaint.
Each time I speak with an agent I’m told the same thing.
Generally the service with ID is good, especially in the area I live. It was much better than my previous provider and I would have given a 5* review. However recently the service is dropping and often I cannot get any service at all in the area I live and work in.
I had major problems with id mobile advisers finally Lisakhanya did her best to solve my issues thr best she could do. As for the others they nearly lost id 5 customers the way I was treated
Hi there,
The ID mobile is the unfair network provider as it takes advantage of they customers on the time that them customer needs them help as it very hard to call customer service as it drags you to the app and the is not clear enough the provide the information.
I really disappointed by the way they changed me after I selected leave ID mobile they changed me for 8 months for £29 per a month after I finished my contract and selected leave ID.
They really take the advantage and make you pay the price so it seems to me scammed me in this way and I will never advise anyone I do many in the past I have 4 sim from I’ll cancel all of them the sim I have.
Thank you ID mobile for the lesson you teach me!!!
I’ll never be part of you anymore because you don’t deserve it goodbye for good.
When you get service like you do with id mobile you know its a company that doesn't care about its customers.
To ask the most basic questions you have to ask the community or see what others have been through. You can't contact them by phone or chat. For this reason I get cut off every month as I can't sort my bill on date they set.
This is a company owned by carphone warehouse and curries.
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