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iD Mobile Sorry After Threatening to Disconnect UK Customers

Wednesday, September 29th, 2021 (5:21 pm) - Score 2,976
iD_Mobile_UK_Logo_2021

Mobile operator iD Mobile (Dixons Carphone) has apologised to 24,000 of their UK customers after a billing fail resulted in them sending out an “outstanding balance notification in error,” which warned recipients that their service would be “suspended until the full outstanding balance has been paid.”

The provider, which uses a Mobile Virtual Network Operator (MVNO) platform from Three UK, promptly found itself being inundated with complaints from angry customers, many of whom couldn’t understand why they’d been sent such a notice when their payments were all up-to-date.

The good news is that this was all just the result of an error, and iD Mobile has since “apologise for any inconvenience this may have caused.”

iD Mobile Statement (via The Register)

On Monday evening, an error resulted in 24,000 iD Mobile customers incorrectly receiving an email stating there was an outstanding balance on their account. We have since contacted all affected customers via SMS and apologised for the error.

As a result of the above issue, we experienced an increase in traffic to our app, and this has meant some customers have been temporarily unable to access their account.

Our team are working on this issue, and we expect the app to be available to all customers again shortly. We apologise to any iD customers that have been unable to access the app today, and for any inconvenience this might’ve caused.

End.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
7 Responses
  1. John H says:

    ‘The good news is that this was all just the result of an error’

    Good news?

    I can think of other descriptions !!

  2. Pezza says:

    Cool another one to avoid at all costs then. Don’t deal with companies that make ‘mass’ billing errors… it usually doesn’t bode well for the reliability or resilience of their systems.

    1. NothanksID says:

      I checked em out and they wanted to credit check me for a PAYG sim. Instant nope.

    2. Bubbles says:

      Credit check for PAYG wtf xD

    3. NothanksID says:

      it was a while back and I see they’ve dropped that now and you no longer get checked for PAYG but they certainly used to. There were several posts on hukd about it. Also, they only got 4G fairly recently for some reason, despite the real operator (three) having it for ages.

  3. Ben says:

    Surprised their app isn’t resilient enough to cope with 24,000 users — it’s unlikely they would’ve been using it at exactly the same time.

  4. Janine Dawson says:

    I was not happy when I got the e mail as I should avoid stress as I have Chrohns Disease and I am not working looking for work. Wondering now when my contract runs out I should move to someone else. This doesn’t give you much confidence to stay with them. Hopefully this won’t happen again.

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