iD Mobile Reviews

Name: iD Mobile
Rating: 1.19

1.2 Rating 494 Reviews

4 %

of reviewers recommend iD Mobile

Company Reviews

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Metrics

1.2

Based on 494 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

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iD Mobile 1 star review on 21st January 2025

Khan Choudhury

"Extremely unhelpful and very poor customer service. My phone was stolen and I immediately contacted ID Mobile for help on next steps regarding blocking my device and contract. The first \u201clive agent\u201d suggested that I pay for TWO contracts - one being the stolen phone with contract and the second being a new phone and sim deal. I wasn\u2019t going to pay for two contracts when I can only use one. So it will cost \u00a3478.85 to terminate the contract including final monthly bill which they need 30 days to process. Plus \u00a3135 for upfront cost of my new headset. What the actual f- talk about extortion. I went ahead and bought the new device and sim as I needed to sort this asap for work clients to contact me. However, I find it incredibly poor and unhelpful that there\u2019s no option to transfer an existing contract to a new device. That is the most sensible option and would indicate that customers are taken care of. I spent hours this afternoon again on \u201clive chat\u201d with another ID live agent as there\u2019s no number to call directly and get through to. I find the live agents are not trained adequately, aligned and don\u2019t seem to have any policies to follow, given that both \u201cmade up\u201d solutions for my stolen phone concern. I wouldn\u2019t recommend ID Mobile to anybody. They may have \u2018affordable\u2019 deals on their site but they are inadequate in other key areas such as customer service and operating with best practice. I\u2019ve had my time and money wasted with them and I feel incredibly stressed and dissatisfied with the process. I\u2019ve had to pay them approx \u00a3500 to terminate the contract and \u00a3135 upfront cost for a new handset when it would\u2019ve been more helpful to swap the contract over to a new device rather than pay an exit fee or have two contracts at the same time. ID is clearly money hungry. I will be going back to Vodafone once this contract ends as I was always treated well with them and their customer service is much warmer and polite, with real people at the end of the line. I regret switching over to ID as it was purely for financial reasons. In moments of distress like having your phone stolen, you need a company that cares and takes pride in offering support, none which I have received with ID."

iD Mobile 1 star review on 30th November 2024

Anonymous

iD Mobile 1 star review on 2nd October 2024

Greg Simpson

iD Mobile 5 star review on 2nd October 2024

ZeabyThomas

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“2019 may we bought dim card at store for 1 month only, as we only needed for holidays that lasted 2 weeks in Europe. Staff at store said everything is sorted, SIM will stop working after 30 days and we don't need to do anything. So we used SIM 2 weeks and then binned. It was after good year my partner noticed his bank card history that we were charged this whole time every month! Bank returned us money, which was about £300,but ID mobile doesn't agree with this. They see SIM card have 0 incoming or outgoing calls, 0 internet usages . Only for first 2 weeks . That's it ! They ordered bay leaf to collect money from us, they don't want to solve anything, store management doesn't care, ID customer service doesn't care and even gives attitude while on phone call with us. Says it's not their problem! Why we need to pay for service we didn't use? Why lady at store said card will be cancelled after 30 days and we don't need to call them or do anything? Why ID mobile threatening us with bay leaf company when they see actual evidence that card was not used , only for 2 weeks !? It's ridiculous how no one cares to solve This problem.”

Helpful Report

Posted 4 years ago

“There is absolutely no way to speak to anyone in the situation that isn't covered by channels like FAQ or automated phone service.”

Helpful Report

Posted 4 years ago

“I ordered a monthly pay sim, it took a week to come, i left it in its packaging, I tried to contact them a week later to cancel it. Now bear in mind they dont have any contact info but the "Community" for questions and a live chat bot to talk to, if you go in enough circles or as i learned swear - then it will offer to talk to an agent. Great you think just swear get an agent. Nah here's an excerpt of ALL of my chats: iD Chatbot: I'll transfer you to a member of our Live Chat team. iD Chatbot: Sorry, all our Live Chat agents are currently unavailable. Please try again later. Then the killer you get chucked in a nice queue - here is an excerpt for this one: Info: Please wait while your chat is transferred to the best agent for your query. Info: All our agents are busy helping other customers. Your estimated waiting time is 15 minutes and 0 seconds. Thanks for your patience. Info: All our agents are busy helping other customers. Your estimated waiting time is 16 minutes and 0 seconds. Thanks for your patience. You might think i pasted this in wrong, nope your wait time will increase too :D free of charge. It took 25 minutes to cancel the original phone contract that was not activated and within the 14 day cancellation period. At the end i was told by an employee going by Bash: Can you confirm that you understand all of the information I have just read to you, and do you have any questions? Nik: I understand, can you confirm that i have no outstanding bills / charges? Bash: I can agree, as the sim has not been used. Nik: ok thank you Then i waited for two weeks to find that they had put a charge through on my account in the amount of £6 ish. So great i confirmed they wouldnt and me being trusting did NOT cancel the direct debit, they stealth charged me - naturally i immediately cancel the direct debit. So back to the chat box we go - swear at the bot until i get in a queue and finally get someone. Took 45 minutes this time to explain why it was a problem as pasting a transcript copy of the fact i was told no charge would happen was not enough. Eventually they said ok we will refund it and we will add £4 compensation for the trouble. After i asked for compensation. So basically irritated and wanted to be over with i said fine. Now its 1 week later - and they havent refunded me so i'm really getting irritated i bet they charge fees for late payment right? So here i go swear at the bot some more. Takes me over an hour because this person couldnt give a flying frog: Mukelwa Luthuli:I'm so sorry about the inconvenience however I am chatting to more than person. I am reviewing your complaint I will be with you shortly. I'm so sorry for the delay. Yeah they literally left me sitting for upwards of 10 minutes between answers. No kidding. So here we are waiting for them to cook baguettes each time i give an answer because they have another 30 chumps to string along. And they tell me they didnt pay as i cancelled the direct debit, no sheet. So i ask that this be set as deadlocked as i was NOT happy and want to go to the ombudsman. They said impossible as i already closed the original complaint. And i question how it can be closed when the absolutely failed to do what they said they would? so for this exchange we are like 2 tuna mayo and 1 cheese & tomato done (30 minutes) to get to this point - because this guy gets paid for the amount of time he talks to a customer not how happy they are. And he finally says they will email me from the complaints department later and deal with it. So im down 3 hours of my life because i decided i might go with a contract with them. You want this - be my guest your buffet of 10 minute cooking periods to talk to them about ANYTHING. Oh incase you think "ah ill just ask for a manager": Nik at 18:10, Dec 18: please get a manager Mukelwa Luthuli at 18:11, Dec 18: Please grant me a moment I am getting a manager for you Nik. Nik at 18:15, Dec 18: 5 minutes to get a manager. Mukelwa Luthuli at 18:17, Dec 18: Thank you for waiting. I'm afraid my manager is currently busy and I have logged a complaint on your behalf please see the summary of your complaint below: Customer is unhappy with our live chat processes as it is very slow and takes up all her time. The reference number is 224849XXX. Yeah in the time that they took to tell me nope no manager i had a sex change.. So its clear they really care about the customer, they find a way to avoid dealing with them by making the process as hard as possible and”

Helpful Report

Posted 4 years ago

“Awful service, would avoid. You can't speak to anyone and live chat is a waste of time, taking 2-3 minutes to start responding each time.”

Helpful Report

Posted 4 years ago

“Worst scammers have ever encountered in my life. I have special needs and when my partner accidentally selected "top up" credit for that month it A) did not confirm are you sure you want to do this then B) added a £21.06 bill to us. I contacted them to ask them to change it and they stated once you have changed your plan there is no going back. I requested a pac code and for them to cancel it in 30 days if i did not use the pac code and they agreed. Several months later I find out that they had not cancelled my contract and got a debt collecting agency involved to make me feel like a criminal. I contacted them again and again no way to directly call them, barely a suitable online chat system. Finally i managed to after much pain get them to do a 30 day cancellation .. at the end of that cancellation i had to keep pursuing them to see if it had indeed cancelled. They claimed that it has now been cancelled but have had no official confirmation. I cancelled my direct debit as they did not terminate it earlier this year. Looks like others have been paying long after they stopped using id mobile and long after they had their services cancelled. Was lucky i got my direct debit cancelled then. But still have lost money that they have illegally taken from my bank account. They are the most low and scummiest scammers there could possibly be. When I went to the carphone warehouse an old women was having the same problem with ID mobile. Unless you google id mobile scam clearly the reviews are monitored so unless you want genuine pain and to be stressed out, made upset beyond belief don't go for these guys no matter what.”

Helpful Report

Posted 4 years ago

“Stay away! Don't even bother, not matter what the deal is they are offering! They never respond to any form of communication! Fraudsters!”

Helpful Report

Posted 4 years ago

“DO NOT USE THIS PROVIDER. Their customer service is shockingly bad. no response on the phone. No response on the Live chat within their working hours. Billing me for a contract I'm not using and have canceled and cant get hold of them to ask why they are still charging. Dont even have a customer service email. DO NOT BUY AWFUL COMPANY, AWFUL STANDARDS, NO CALL CENTRE OR CUSTOMER SERVICE TEAM”

Helpful Report

Posted 4 years ago

“Terrible customer service, with some genuinely stupid suggestions. Tried calling them but that isn't an option, just dead end automated messages. So, I resorted to the live chat which has resulted in unparalleled frustrations. If you are thinking of going ID, DON'T! Changing up ASAP.”

Helpful Report

Posted 4 years ago

“This company has the worst customer service you can ask for, even their live staff are conditioned to only give auto responses, if they cannot deal with you query they just click on their panel of auto responses of 'Sorry, anything else I can help with?'- you didn't even help with the first thing. they also cannot process anything other than taking your money quickly and then turn around and say 'why didn't you cancel earlier?' when you request it be cancelled and their own staff say 'it can't be done as we haven't processed it' and then when it is processed 'why didn't request to cancel before we processed it? Now you have to wait for the phone, return it, with these stipulations, and pay for the return post and then we will eventually process your cancellation.' Honestly avoid this company, I have nothing good I can say about it.”

Helpful Report

Posted 4 years ago

“Mobile data does not work when I go Europe, happened to me about four time very frustrating, customer service is getting worse, there is no flexibility, it is there way or highway, very bad customer service”

Helpful Report

Posted 4 years ago

“A vile disgusting truly woeful company, the absolute worst company I've had the misfortune of dealing with. Please go bankrupt as quickly as possible, trying to cancel a monthly pay as you go contract for nearly 1 year and I'm still getting billed, can't talk to anyone, can't get on the app,yet I'm still paying or I'm getting took to court, please I beg every future customer to avoid avoid avoid. Truly the very worst company ever”

Helpful Report

Posted 4 years ago

“Awful and non-existent customer service! Took days to change my number over. Could not contact anybody at ID mobile. Tried live chat only managed to have a live chat on one out of seven days. The customer service number is not manned by humans and you cannot talk to anyone. I have requested to leave as I’m within 30 days cooling off period my text messages still do not work and cannot send texts either. Don’t think I’ve ever had such bad service. I hate ID mobile! They have taken hours of my life trying to sort my phone out.”

Helpful Report

Posted 4 years ago

“These guys are the worst of the worst. Tried to cancel my monthly SIM only contract but it is impossible to speak to a human being or cancel online. There is no working phone number, no contact email address and the help section of the website is a maze of generic responses that keep sending you back to square one. The "online help" is hosted by chat bots so if you need to talk about anything specific to your account there is no help. On top of this they then sent my account to a debt collector over a very small amount of money they believed I owed even though there had been no way for me to officially end the contract. The worst company I have ever dealt with in my entire life. Unless you enjoy poor customer service, stress and a damaged credit rating avoid like the plague. These guys are CRIMINALS.”

Helpful Report

Posted 4 years ago

“Awful company I Had no problem for the 24 month contract offered me a rolling one for £5 which i agreed. I then canceled the contract which they were still charging me for then they sent it to a debt collector who placed a marker on my credit score. I asked them to remove it which they refused. I hate this company they are still recently knew and it can be seen by their customer services the £21.05 was paid and they still would not doing anything>”

Helpful Report

Posted 4 years ago

“Tried signing up as a new customer web site was useless .just kept sending me boring generated text saying if I don’t hurry up and sign up I’m going to miss out..thank god I didn’t the reviews are shocking can’t understand why people haven’t reported them to the regulater”

Helpful Report

Posted 4 years ago

“Trying to cancel a contract as I don’t want it renewed. I can’t seem to do it on line . I’ve rang up three times and there asking me stupid questions so I thought I would go on the chat line. And omg they blocked my account as one phone comes out my husbands bank and the other comes out mine and I gave them the wrong bank to the number I’m trying to cancel. So I still have a contract chucked in a draw.”

Helpful Report

Posted 4 years ago

“Im a taxi driver have little to no coverage most of the time and yes the phone's set to roaming very disappointing service.”

Helpful Report

Posted 4 years ago

“I was an ID mobile customer for while, when I found a better deal somewhere else I informed ID mobile on time as it's a monthly contract. On my last day I removed the ID SIM from my mobile phone. Now ID mobile charged for so called " rental line" and said if I don't pay the debt collector will recover the amount for them. I know ID mobile is a monthly contract SIM, and I owed ID mobile nothing. Just waiting for the debt collector to contact me and I'll email all the conversations I had with ID mobile. ID mobile is not an honest company and I'll never get back to it again even it becomes the cheapest network in the UK.”