Review Time
Potential customers need to be aware that ID Mobile has serious structural issues that go far beyond slow service – the problems start at the point of sale and continue all the way through their so-called complaint process.I agreed a deal with an ID agent for a specific device and plan. After the agreement was made, a second agent contacted me with completely different details. Even then, no one disclosed the key fact: the device was not available. I only learned that after committing to the upgrade.What makes this worse is that ID Mobile’s own website still advertises the phone as in stock with next-day delivery. Yet internally, staff have no explanation for the delay, no shared information, and no understanding of why the website says one thing while the system says another. Every agent I’ve spoken to has given a different reason, none of which actually match. This is a serious breakdown in how ID sells and fulfils its products.I attempted to raise a complaint, but it quickly became clear that ID Mobile does not have a functioning complaint process. Email complaints receive no acknowledgement. Phone support explicitly says they cannot handle existing complaints. Live chat agents repeat the same scripted holding lines, cannot escalate to a manager, and cannot give any resolution path. In effect, once something goes wrong, there is no route to a meaningful answer. You are sent in circles with no accountability at any stage.For a mobile network, this is more than poor service – it raises real concerns about mis-selling, inaccurate product availability, internal communication failures, and a total inability to resolve issues when they arise. The fact that a customer cannot even get a simple acknowledgment or a consistent explanation is alarming.This experience has shown me that ID Mobile is not equipped to handle problems ethically or effectively, and that the systems behind the low prices are deeply flawed. I’m now taking the matter outside the company, because ID has demonstrated that it cannot – or will not – address the issues it creates.Anyone considering this network should be aware: if something goes wrong, there is effectively no working support structure behind the scenes to put it right.
I recently moved to ID mobile on a sim only contract. I am very happy with the price and the terms of the contract. However I did have a couple of issues during the initial switch over and found it very frustrating that I couldn’t speak to anyone about it. My issues didn’t seem to be covered by the community forum and even the Chatbot was unable to help. You advertise a contact helpline but don’t provide any telephone number to use. After a lot of time and effort I managed to sort out the problems myself but it would have been so much easier to spend a few minutes talking to a real person!
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