MSE News: Carphone Warehouse launches mobile network. But is iD any good?

OwenW_2

The account management is quite flakey. First call to customer services was answered within seconds. Next time was over 25 minutes before I gave up. Currently taking two weeks to port my old number across. Bit of a disaster and quite common I am hearing.

James_w

Having been a very satisfied customer of NOW Mobile I foolishly moved to ID Mobile - what a farce they are, they are simply trying to run before they can walk. After nearly ten days form when my porting should have been completed they finally got it right and rang me with the good new to which I replied yes I know it ported yesterday - tell me something new!! Although their customer service (once you can get an answer) were very polite; I think they are using staff in South Africa by their accents, did try to be helpful, however their "back room" service is a complete shambles. It seems to both me and my wife - she was equally foolish, that the left hand isn't aware of the right. Many years since I had dealings with Carphone Warehouse, and resolved never to go near them again - "what a mistake a to make a!! Don't bother and stick with a tried and tested provider.

moumou72

Unauthorised charges, diabolical customer service, don't get back to you when they promise to, IT failures, poor complaints handling...I am trying to extricate myself from a 24 month contract but bring fobbed off and misinformed. Don't go near them with a long pole, however cheap the tariffs look, it's a con. Definitely not ready to take this product to market.

mobilejunkie

They don't appear cheap anyway.

leebo

See below emails to iD Mobile, my advice is stay well away from this company, as £1940.55 for 6 days internet is not good value, the Mifi dongle was only used to view web pages and stream youtube, what Id call normal use.

On 01/11/15 I went into Carphone warehouse store looking for advice regarding mobile broadband, I explained that my home broadband network was poor, I was advised to purchase a £20 Mifi dongle on the iD network which was fine, However on 06/11/15 I managed to install the iD app onto my iPad, upon opening the app and logging in I was shocked to see that it says I owe £451.49??? I phoned the iD help centre and spoke to someone extremely unhelpful, I explained that I want to cancel my contract under the 14 day cool down rule, but was told I can't.
As I'm sure you agree the product sold to me is not fit for purpose, it's simply not practical to expect someone to pay £451.49 for a weeks worth of Internet, The paperwork and receipt I received from the sales person clearly states I'm on a monthly contract for £20 per month, it also says that there is a calls limit for £75 per month, how could my account get to £451.49 without warning??, I'd also like to note that I wasn't given a copy of my full contract explaining fully what I had signed up for. On this basis, from today 07/11/15 I wish to cancel my contract under the 14 day cool down rule, I'd like you to investigate why these ridiculous charges have occurred and put control measures in place to prevent this from happening to other people, I will happily honor the agreement and pay the monthly £20 but there's no way I could even afford to pay the ridiculous amount of £451.49 even if I wanted to.

Update as from today 19/11/15:
Hi Lee
Thank you for your response.
I can confirm there is feedback from our technical department saying you
are liable for the charges.
My apologies for the inconvenience caused.
I can confirm your account is disconnected, however, your unbilled
charges are now at £1940.55
I have resubmitted the trouble ticket and await new feedback.
For any further questions please feel free to call our Customer Services
team on 7777 from your iD mobile or 0333 300 7777 from a landline
(charges from landlines and other mobile networks may vary).
Kind Regards,
Najibah Yaghya
iD Customer Service.

diamonds

leebo wrote: »

See below emails to iD Mobile, my advice is stay well away from this company, as £1940.55 for 6 days internet is not good value, the Mifi dongle was only used to view web pages and stream youtube, what Id call normal use.

On 01/11/15 I went into Carphone warehouse store looking for advice regarding mobile broadband, I explained that my home broadband network was poor, I was advised to purchase a £20 Mifi dongle on the iD network which was fine, However on 06/11/15 I managed to install the iD app onto my iPad, upon opening the app and logging in I was shocked to see that it says I owe £451.49??? I phoned the iD help centre and spoke to someone extremely unhelpful, I explained that I want to cancel my contract under the 14 day cool down rule, but was told I can't.
As I'm sure you agree the product sold to me is not fit for purpose, it's simply not practical to expect someone to pay £451.49 for a weeks worth of Internet, The paperwork and receipt I received from the sales person clearly states I'm on a monthly contract for £20 per month, it also says that there is a calls limit for £75 per month, how could my account get to £451.49 without warning??, I'd also like to note that I wasn't given a copy of my full contract explaining fully what I had signed up for. On this basis, from today 07/11/15 I wish to cancel my contract under the 14 day cool down rule, I'd like you to investigate why these ridiculous charges have occurred and put control measures in place to prevent this from happening to other people, I will happily honor the agreement and pay the monthly £20 but there's no way I could even afford to pay the ridiculous amount of £451.49 even if I wanted to.

Update as from today 19/11/15:
Hi Lee
Thank you for your response.
I can confirm there is feedback from our technical department saying you
are liable for the charges.
My apologies for the inconvenience caused.
I can confirm your account is disconnected, however, your unbilled
charges are now at £1940.55
I have resubmitted the trouble ticket and await new feedback.
For any further questions please feel free to call our Customer Services
team on 7777 from your iD mobile or 0333 300 7777 from a landline
(charges from landlines and other mobile networks may vary).
Kind Regards,
Najibah Yaghya
iD Customer Service.

That cant be set up properly, its 20GB for £20, you cant make calls or texts only data.


CPW complaints http://selfhelp.carphonewarehouse.com/SelfHelp/request.do?forward=contactus&cpw_contactus=complaint

boatman

http://www.carphonewarehouse.com/broadband/mobile-broadband/buy/huawei-4g-mifi-di103-idcon/19746661

Was it this product that you bought? The Huawei 4G mifi with 20Gb of data a month?

Did they explain that if you used more than 20gb per 30 days you would be charged more and how much it would be?

From their website it looks like they charge 10.24p per mb, so £1940 is apx 19Gb of data used. Have you used up your 20Gb allowance and a further 19Gb?

An hour on youtube/iplayer could use 300mb(0.3Gb) to 1000mb(1Gb).

Nossen66

I ordered two sim only cards from idmobile. One for each of my sons. The cards / accounts were in their names but the direct debit was in my name. We only received one of the SIMs. I called to enquire.

The telephone customer service is pathetic. One holds on for ages and then gets through to Carphone Warehouse who then have to connect you to idmobile so you wait ages again (the telehone number on the invoice with the SIM is a CPW number as it turns out is the telehonie number for customer services on the ID Mobile web-site!. The idmobile customer service turns out to be in South Africa and the quality of the line was terrible.

I was constantly informed that due to data protection rules they could not clarify any information with me as the accounts were in the names of my sons. My sons are both aged 12! I asked to cancel the accounts. This was not possible so I asked to cancel the direct debit. The idmobile representative had no understanding of the UK direct debit system and could not tell me if the direct debit had been set up or not. All in all I spent an hour on the phone dealing with imbeciles and then got cut-off.

I have checked with my bank and the direct debit does not appear to have been set up. So hopefully I am not going to be charged anything.

We are sticking with GiffGaff as I cannot face dealing with the morons at Carphone Warehouse or ID Mobile ever again.

diamonds

I emailed them, hopeless, I'm sure they dont want to refund the extra DD payment they took out, I bet they take another DD payment on the 24th.

abu1

AWFUL service and people.

1. i had an id sim, they had a new offer of double data , so asked if they could upgrade me. they said no . i have to get a new sim, so i said can i get new sim and port number, they say yes.

2. i get new contract, try and port. lose all connection. call customer service, they do the usual - find mobile network and apn bit.

3. sim still not working. call them guy called aubrey says - not allowed to port from id to id so i have lost my number. now i am angry - as i have to chase all contacts gov departments , biz contacts re number. long time arguing - aubrey says has talked to manager - will get me 2 months free on new rolling sim - new contract will come thru door, and this one will end.

4. no new contract comes, and i am being charged on the sim that doesnt work.

5. called customer services again - want to talk to aubrey - get him , he doesnt remember me, puts me on hold. call drops. call again. get to aubrey - on same day, he plays dumb puts me on hold and forgets about me - hang up after approx 40 mins.

6. call again - totally angry - talk to sharon - ask for deadlock letter - and tell them i am recording conversation. - i get to a senior manager - who turns out to be not so senior and cannot give me a deadlock letter and will refer it to her manager - she offers another new sim, also says by the way your old sim is active - i go .. you never told me or informed. she also goes i have outstanding sum on it - i go how can that be when i havent used it , i thought it was dead, i then say show me the itemised bill and prove to me its working, she shuts ups - and says she will overlook the outstanding and give new sim, i go i dont trust id - so give me back my money and give me deadlock letter - she says she will get her managers to call me on same day as she cant do anything.. still waiting... 3 days have passed..


DO NOT GET ID mobile - they are a bunch of liars, with sh*t customer service, and do everything to avoid paying u back or stopping the issuing getting to the ombudsman.

7.. any advice on what to do now. would be helpful. as you can guess i have wasted enough minutes calling them.