IDMobile - Customer Service Abysmal

thriftytracey

1.  It is not possible to call them and speak to someone, (although strangely when you are moving to them from another provider, and have difficulties online, an individual will call you).

2.  Their online process for signing up is dreadful.  I don't know who designed and tested their web site but they need to sort it out.  It hangs, it doesn't advise you what data field it doesn't like, there are issues completing the address manually and the address lookup doesn't work.

3.  Live chat is in India with times waiting for a representative ranging from 10 minutes to two hours.  The written English is often poor and their understanding of the issue is problematic.  When things become complicated Live Chat transfers you to another Live Chat representative which I believe is located in the UK (English names and better syntax).

4.  When you register on the website, (or manually with a real person when the website doesn't work), you provide your email address and then when you set up the app on your phone it doesn't accept your email address for the user name so you need to change it slightly).  This was acknowledged as a known issue and apparently being addressed.  Advised that they would use your real email address for correspondence, but the amended email address user name would have to be used when logging into your app.

5.  Being told that the changeover would be completed overnight and then advised the next day it would be 6pm.

6.  There is a Facebook page which they do respond to.  Most comments are highly critical.

elsien

I’ve phoned them and spoken to them.  So not sure what your problem is there. 

Jon_01

Never had a problem calling them, been with them for years?

zedonk

I phoned them and spoke to someone just last week! Why do you think you can't call them? 

thriftytracey

Apologies - it should read IDMobile.  I have edited title now.  I am dealing with IDMobile and Plusnet, its all merged into a horrible gloop!

gmsery

I joined Id.Mobile via a recommendation from MSE (possibly a link).

The good news, is that their plans are very cheap. I am very low usage and pay £8/month for 30Gb of data (rolls over - I now have 60Gb which I will never come close to using) is excellent value, BUT....

their CUSTOMER SERVICE is very very poor.

No support via email

No support via webpage.

No PHONE number to speak to a human.

If phone support is important to you, then I cannot recommend them.

I have just spent 30 minutes using their "chat" support, to resolve an issue of why I have not recevied my £25 Currys voucher (part of the MSE deal). The person I chatted with was very respectful, but each message had a big delay before they responded.

But not as bad as NOWTV. They have virtually no way to contact them. They do have a so-called support forum, but the answers come from other customers. I had forgotten my password and the email was no longer valid (I moved ISPs), and needed to cancel, I couldn't find any way to resolve this. Luckily I found the laptop where the browser had remembered the email and password. I was then able to login and cancel. I wrote to my Tory MP about this, and he forwarded it to the Minister for Business, who clearly couldbn't be bothered to read my letter and gave a stupid reply that I should contact citizens advice. !!!!!! what can they do to sort out my password with NOWTV!!!

BTW I think that Id.Mobile also have the support forum "model" where customers help other customers, which I think is rediculous. Clearly wouldn't help with my NOWTV forgotten password issue, nor my Id.Mobile "where is my voucher" issue.

What I asked my MP is that all companies should have to by law have to offer phone customer support and large coimpanies should be forced to offer a 0800 number. I didn't really expect anything to come of this. My own MP didn't even say whether he thought it was a good or silly idea, but that it typical of my MP, who I have lost respect for.

Famau

To be fair, I've just transferred to IDMobile from giffgaff.  Giffgaff service was excellent, and I was sad to leave, but the pixel 8 phone and calls/data package offered by IDMobile was just too good to ignore.  I had some trepidation, reading some reviews - but i have to say that the purchase, delivery, number transfer and comms have been first rate.  I hope I'm not tempting fate  - and don't need to talk to anyone - but so far so good.