I ordered a refurbished iPhone 15 from mobiles.co.uk on 27th March and requested to port my existing number, providing my PAC code at checkout.
Immediately after placing the order, I realised I’d selected the wrong colour. I called straight away and spoke to Adil, who was very helpful. Although I was on the phone for a long time, he kept me updated and offered a callback. He later confirmed the order had been amended and would be dispatched that same day for next-day delivery.
This didn’t happen. The order wasn’t dispatched, and I received no communication explaining why.
The next day (28th March), I checked the status and saw it still hadn’t been sent. I called again and was told there had been a warehouse issue. The advisor had to cancel and recreate the entire order, which was frustrating given I’d already gone through the process twice. He assured me it would be dispatched that day, which it finally was. The phone arrived on 29th March.
However, the device arrived with a noticeable deep scratch on the screen. While I understand it’s refurbished, this wasn’t the standard I expected.
On 31st March, I noticed my number still hadn’t been ported. Concerned the earlier cancellation had affected this, I made a third call. I spoke to Amanda, who assured me the port request had gone through and would complete by 10pm that evening.
It didn’t.
I have since contacted iD Mobile directly, who confirmed that no port request had ever been submitted by mobiles.co.uk.
While the staff I spoke to were polite and helpful, the overall experience has been very poor. I’ve now had to arrange the port myself and wait additional days, while continuing to pay my previous provider due to this failure.
After three separate calls, long wait times, and multiple assurances that proved incorrect, this has been incredibly frustrating — especially alongside receiving a damaged device.
I would appreciate someone reaching out to resolve this.
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