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iD Mobile help, issues and complaints

By Tim Smith | Friday, March 24th 2023

ID Mobile uses the Three network. It is a subsidiary of Dixons Carphone, which also owns Currys/PC World, so it's well supported. But when something goes wrong with your iD Mobile package, what do you do?

Whether you are struggling to pay your bill, think you have been overcharged, or are frustrated with your signal, our guide will help you resolve these problems and provides the contact information for iD Mobile when you need to get in touch.

Payment and billing issues

If you’ve missed paying your latest iD Mobile bill, or you think you will have a problem with your next payment, both the iD Mobile app and your account pages on the website are well set up to help. The same can be said in the event that you’ve been overcharged. Here are a few ways that you can sort out your financial issues.

If you have missed a payment or are struggling to pay your bill

If you are having problems paying your bill, you should get in touch with iD Mobile as soon as possible. The best way to do this is online, either via the app, via live chat or via the iD Community, where an iD Mobile employee will get in touch via direct message.

Customers struggling to make contact online can call the vulnerable customer voicemail number on 0800 049 2376, where you can leave a message and iD Mobile will call back within 48 hours.

Getting in contact quickly could enable you to negotiate a payment plan with iD Mobile whereby the provider will offer to adjust your monthly payment date to help you manage your payments. In addition, it can advise on how to remove additional add-ons that aren't standard to your monthly contract as a way to lower your monthly costs.

Not getting in touch could mean that your service is restricted or even disconnected if you don’t pay on time. iD Mobile can then charge an additional termination fee before passing your debt to a collection agency, which will affect your credit rating going forward. As a result, it’s best to be upfront about any financial difficulties.

Check your Direct Debit

If you are worried that you might have missed a payment it's a good idea to check that your Direct Debit is working as it should. Although rare, DDs can very occasionally fail if you've recently changed bank or building society, for example. The best way to see if your payment has gone through as expected is to check your account using the iD Mobile app or via the iD Mobile website.

What if you've been overcharged?

If, having checked your bank account, you think you’ve been overcharged by iD Mobile, then check your iD account online to see what you have been billed for. If something looks wrong, or if there is something there for which you should not have been charged, then get in touch with iD, either via the app or via live chat, and ask it to resolve the issue.

Problems with your signal

iD mobile runs on the Three network. If you're having problems getting a reliable signal when normally it’s fine, there are a number of things you can try that might resolve it before heading to the help pages or the iD Mobile community.

  • Status check – Head to the iD Mobile Help & Support menu on the website, then go to 'Coverage' and ‘Check your coverage’. Once there just type in your postcode. This will then tell you if there are network problems in your area
  • Turn it on and off – It may sound like a cliche but turning your phone off, waiting for a minute and then turning it back on again can often help with an inconsistent signal
  • Move around – Even in the age of 4G and 5G, mobile phone signals can be interrupted by obstacles ranging from your own front door to the trees near you. Simply moving away from any large obstacles can result in a better signal

Problems with data and texts

One of the main features of the iD Mobile pay monthly deals is the ability to roll your data over from month to month. However, this isn't much good if you can't use that data or send any of your unlimited texts. Here are a few things to look out for with data and texts.

  • Make sure your bill is paid – If you can't send or don't receive texts it might not be a technical issue at all. Either use the iD Mobile app, the automated phone service or your account page on the website to make sure you're paid up. If not, you can make additional payments via the app or by logging in to your account online
  • Make sure you haven’t used all your data – If you are on a limited data allowance you will be warned in advance by iD Mobile if it is going to run out. You can keep an eye on your data usage by logging in to the iD Mobile app
  • Check the network status – If you appear to have a problem sending a text or getting online, head to the network coverage section of the iD Mobile site, where you can find out if the network is down in your area

Getting Help with iD Mobile

iD Mobile prides itself that its help and support is '100% online'. This means that no customer service numbers are published. There are, however, a number of ways of getting help by using the iD Mobile app or the website.

Online help pages

ID Mobile's website has plenty of help and support pages for common problems, such as billing, coverage, complaints and what to do if your phone has been lost or stolen. The iD Mobile app gives you access to the company's FAQs (Frequently Asked Questions) and provides answers while you're on the move.

Online Community

Rather than having call centres, iD Mobile keeps all its help and support in text form online. One of the most immediate ways of getting help is via the Community pages on the iD Mobile website. You'll find helpful users who have experienced the same problems as you and are willing to help out. You can also occasionally find experts in the community.

Live chat

If you need help with a basic problem such as activating a new SIM then you can make use of iD Mobile's online chat. This is staffed by humans from 9am to 8pm Monday to Friday and 9am to 6pm on Saturday and Sunday. Outside those times, iD Mobile has a Chat Bot available 24/7 that can help with simple questions about your account.

Automated phone service

This is less about help, and more about getting information or reporting a loss. If you want to get help with lost or stolen SIMs or your phone, or if you want to make a payment or check your account, you can call 0333 003 7777 (charges may apply) and use the iD Mobile automated phone service.

Financial help and support

In the event that you're having financial problems, get in touch with iD either via Live Chat or via the iD Community, where other iD users and iD staff are on hand with help and advice.

Social media

iD Mobile's social media presence on Twitter, Facebook and Instagram is largely used for advertising the company. If you attempt to direct message iD Mobile via any of its social media accounts, regarding a specific problem, you will be automatically be referred to the online help, support and community pages on its website.

Frequently asked questions

Can I call iD Mobile?

No you can't call iD Mobile. It prides itself on having all its help and support '100% online'. This means that you can online contact iD Mobile either via its website or via the iD mobile app.

Does iD Mobile use its own network?

No. iD Mobile uses the Three network for its mobile phone services. However, this doesn't mean that you can contact Three if you have any problems. You still need to contact iD Mobile using the app or via the website.

What happens if my iD Mobile phone or SIM is lost or stolen?

If your phone or SIM is lost or stolen you need to log into your account online, go to My Services, then ‘Lost or Stolen’, then ‘Prevent your phone or SIM from being used’ and click ‘Block SIM’. This will stop anyone else from using your phone. Alternatively you can get in touch with iD via the live chat service and an agent will arrange a block for you.

Does iD Mobile offer 5G?

iD Mobile offers 5G to all new customers. Those not yet in a 5G area will automatically be connected to Three’s 4G signal.

How do I check iD Mobile's service status in my area?

Visit the iD Mobile website, scroll to the bottom of the page and click on ‘Our Network’ underneath ‘About us’. You should then click on the ‘Check coverage in your area’ button and key in your postcode to check the status of the network in your area.

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