If you're unhappy with an iD product or service and want to make a complaint, please don't hesitate to let us know, and we will do everything we can to put things right.
Contact us via one of the below methods, and our team will work to resolve your complaint as quickly as possible.
The quickest way to let us know you’re not happy is to chat with our Live Chat agents here: www.idmobile.co.uk/help-and-advice/contact-us
Click on ‘Chat to us’ and give us as much information as possible about your complaint, and we will aim to resolve it within the chat.
If your complaint requires further investigation, we’ll contact you back with a resolution. You can have a transcript of the chat emailed to you at the end.
Our Live Chat agents are available between 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday.
If you prefer to speak to somebody on the phone, just give us a call for free on 7777 using your iD phone. Or you can call 0333 003 7777 from a landline or other mobile (charges may vary.) We will do everything we can to resolve your complaint on the call. If your complaint requires further attention, we’ll contact you back with a resolution.
Our agents are available between 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday.
Although talking to our Live Chat team online is the quickest way to raise your complaint in writing, if you prefer, you can send your complaint to email@example.com.
Please include your full name, your billing address with postcode, and your iD Mobile number. If you’re not emailing us from the same address you’ve got registered with iD, you’ll also need to include the name of the bank you have your iD Direct Debit with.
This is just to help us locate your account and ensure we’re speaking to the right person.
We will aim to resolve your complaint within 5 days. If it will take longer than 5 days to resolve, we will still contact you within that time to keep your informed of progress. This may be by call so that we can get things sorted quickly for you, but do let us know if you’d prefer us not to call you.
Talking to our Live Chat team online is the quickest way to raise your complaint in writing, but you can also post your complaint to the following address:
iD, P.O. Box 356, Unit 19, Southampton, SO30 2PG
Please include your full name, your billing address with postcode, your iD Mobile number, and you’ll also need to include the name of the bank you have your iD Direct Debit with (or your date of birth or the email address you have registered with iD.) This is just to help us locate your account and ensure we’re speaking to the right person.
We will aim to post a response to your complaint with a resolution within 5 days. Please allow time for postage. If it will take longer than 5 days to resolve, we will still contact you within that time to keep your informed of progress. This may be by call so that we can get things sorted quickly for you, but do let us know if you’d prefer us not to call you.
If you have raised a complaint with us and it remains unresolved after eight weeks, or if we’ve sent you a letter detailing our final response to your complaint as we cannot reach an agreement (a deadlock letter), you can refer your complaint to Ombudsman Services: Communications.
Details of how to raise your complaint to the Ombudsman can be found in our Complaints Code of Practice.
Most complaints can be easily resolved by contacting our team, but if you would like more information on what you can do if we are unable to reach an agreement, or if it’s been more than eight weeks and we’ve not resolved your complaint, you can refer to our Complaints Code of Practice. If contains more information about how we handle complaints, and your alternative options.Access our Complaints Code of Practice
4G is the next step up from 3G, giving you mobile internet speeds up to five times faster than before. In fact, even the average home broadband speed can't match 4G. That means you can stream movies in HD without buffering, play online games in real time and upload photos to Facebook instantly.
The 4G network we use already covers huge parts of the country and by the end of the year we're aiming to cover 98% of the population, so you'll be able to experience faster internet almost anywhere.
If you do find yourself somewhere that we haven't brought 4G to yet, don't worry, you'll still have access to our Advanced 3G service, the fastest 3G connection in the UK.
Our network uses the fastest version of 3G ever. Known as Advanced 3G, it gives impressive speeds that'll let you download your favourite movies in a matter of minutes, and make smooth, HD video calls over Skype or Facetime.
The great thing about Advanced 3G is that it already covers 98% of the population. So wherever you go with your iD plan, you'll get fast and reliable internet.
We've just added Belgium, Croatia, Cyprus, Finland, Lithuania, Slovakia and Slovenia.
This is in addition to the existing list of countries:
Australia, Austria, Bulgaria, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Portugal, Poland, Romania, Spain, Sweden and USA.
So when you're in any one of these countries, you'll be able to use your data, and make calls or send texts to UK mobile numbers and landlines.
Calls to foreign numbers (even when you're in the same country) aren't included.
These will be available to buy through the iD App and My Account. You'll be able to use them to call and text UK numbers,
or surf the web.
Just add what you need as you need it.
With Data Rollover, you automatically roll over your unused data to the next month, and then it gets used first. Here's an example of how it works.
|Total allowance for month||4GB||7GB||6GB||8GB|
|Used in a month||1GB||5GB||1GB||-|
|Unused tariff allowance||3GB||2GB||4GB||-|
|Expired rollover allowance||N/A||0GB||1GB||-|
Your monthly inclusive allowance of data, listed in GB (gigabytes).
A free feature that lets you roll over unused data to the next month.
Your monthly inclusive allowance of texts you can send.
Your monthly inclusive allowance of call time, listed in minutes.
An adjustable, pre-set £5 cap that lets you control your monthly bill limits.
Roaming lets you use data, and call or text the UK at no extra cost, in 29 countries.
SIM Only is ideal for customers with phones. Plans available from 1-12 months.
This is a 30 day rolling plan. It will refresh automatically every month, unless the customer asks for it to finish.
This plan expires 12 months after the start date. Customers can then renew, or choose something else.
This plan expires 24 months after the start date. Customers can then renew, or choose something else.
Add-ons are extra bundles of minutes, texts or data that you can buy in addition to your normal contract.
Your standard monthly plan cost can be found by logging in to the iD Mobile app or My Account online, and going to the 'My Dashboard' section.
We all know the main benefit of choosing a refurbished smartphone is to save some cash. You can expect cheaper monthly line rental, or less to pay up front, and get the latest tech in your pocket without the usual price-tag.
You might be wary of ordering a refurbished phone, but there's no need to worry. Our stock is provided directly from mobile manufacturers, who have expertly inspected the goods to ensure they're in top working order. This gives you peace of mind, as well as great savings.
As well as being kind on your wallet, ordering a refurbished phone is also great news for the environment. With components being re-used, this means less of an environmental footprint than a newly-manufactured phone.
Most refurbished stock is due to change-of-mind returns, where a customer has sent the phone back during their cooling off period. Returned items cannot be sold as new, so we offer these as refurbs. Occasionally of course, handsets may be returned to us due to a slight manufacturer's fault. In these cases the phones will be repaired in-house by our approved technicians, then inspected by fully qualified engineers who carry out extensive checks and tests until all faults are fixed.
If a handset is returned due to a fault, it will only be sold as a refurbished once the engineers are satisfied that any issues have been fully repaired. We have the highest grading process on the market, as we ensure that all refurbished stock is Grade-A rated. This means that the item is "good as new", and we don't offer handsets for sale that are rated any lower. This gives you peace of mind that your refurbished smartphone will reach you in immaculate working condition.
Yes, they're subject to the same warranty as brand new handsets. As with our new handsets, all refurbished phones are covered by a 12 month warranty. In fact, if your phone should develop a manufacturer's fault within the first month of ownership, we'll send a courier to your home to pick up the phone, and get this exchanged in our warehouse right away, so you don't have to wait ages without a working phone.
Outside of the first month, you're covered by free repairs at your local Carphone Warehouse store, should the phone develop a fault during the first year. As well as the one-year retailer's warranty provided by us, most handsets are also covered by a manufacturer's warranty too. This differs depending on the manufacturer, so you may wish to check this at the point of sale. The warranty offered by us doesn't affect the manufacturer's, with most mobile brands offering 12 or 24 months alongside our own. So even if your refurbished phone develops a fault somewhere down the line, you get the same level of cover as you do with a brand new device.
Due to the nature of refurbished mobile phones, the original accessories can't be guaranteed. As the item may have been handled already, we don't include accessories such as earphones for hygiene reasons. However, it's worth remembering that the amount of cash you're saving on a refurbished phone is a lot more than the value of a pair of headphones, so even if you pick up an accessory or two separately, you'll still be in pocket in the long run.
The handset may also come in plain white packaging (although sometimes it'll be delivered in the original box, depending on its condition). In all cases, you can be guaranteed to receive a charger, so you won't lose any time in getting your handset juiced up and ready to go.
Yes we do. Ordering a refurbished iPhone is a great way to grab yourself the latest iPhone tech on a budget. Just be aware that refurbished iPhones tend to be locked to the network you've ordered, so you wouldn't be able to use it with a different SIM if that was your plan. Other than that, you get the same great phone and warranty as you would with a new iPhone, so take a look at the full range offered.
As one of the market leaders in smartphone technology, iPhones have never been the cheapest option. However, with a refurbished iPhone deal you can get the latest models without the usual price-tag. With a refurbished iPhone 6s, you'll enjoy Apple's most advanced iPhone to date, while a refurbished iPhone SE offers similar features in a smaller, cheaper design. Even less recent handsets, such as a refurbished iPhone 5s, would still deliver awesome specs at a price to suit.
Why not browse our range of refurbished iPhone deals?
When sat side-by-side, there's not much that would separate a cheap refurbished phone from a new phone. Other than a cheaper price-tag and a non-branded box, you still get a fully working handset, full warranty, the excitement of receiving a great bit of tech, and complete peace of mind.
New phones arrive in their original box, with all accessories included. However, they're listed at our regular prices, so you don't get the extra savings. You're covered by a warranty to protect against manufacturer faults, which is included when you buy refurbished phones too.
The best way to pay your bill is via Direct Debit - it's our preferred payment method. Paying by Direct Debit means you don't have to remember to make a payment every month and so avoid any issues with late payments. You can set up or amend your Direct Debit details using the iD Mobile App or by logging in to My Account.
We also accept one-off card payments in emergencies. You can make an emergency card payment using one of the following methods:
Data Rollover is a free feature on all iD plans. It automatically rolls over your unused data allowance to the next month, giving you a second chance to use it.
Capping is a free feature on all iD Mobile plans. It puts a cap (limit) on your monthly spend. So even if you use up an allowance and get charged at our out-of-plan rates, you won't pay more than you can afford.
All iD Mobile plans come with inclusive EU roaming. This feature lets you use your monthly allowance of minutes, texts and data when you're in 50 destination.