Phone firm ID Mobile has said sorry to customers after its new app left many unable to register or access their accounts. Others were faced with error messages saying “Oops, Something went wrong” or not being sent the one time SMS passcode to compete their registration.
People inundated the firm with problems they were unable to resolve as a result of the issues. These included one woman who had been charged £31 but could not get online to find out why and others whose contracts were running out but were unable to sort out their options on changing their deal.
ID Mobile launched the app in March telling customers in advance they were really “excited” about it. In an X post on March 21 they said: “A new iD Mobile app is coming! We’re excited for you all to experience the new app, where you’ll be able to manage multiple plans all in one place, perform tasks quicker than ever before and switch between accounts in just a few taps. Now that’s #MobileDoneRight #DoMore.”
However, shortly after the launch the firm posted on its website there were issues. It said: “Following a recent update, we understand that customers are experiencing problems when using the new iD Mobile app and My Account online (my.idmobile.co.uk) and are facing issues such as:
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Being unable to register during busy periods.
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Seeing an intermittent “Oops! Something went wrong.” error message.
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Not receiving their one-time passcode via SMS during the registration process.”
But it claimed 100,000 customers had “successfully registered, and can log-in and use the iD Mobile app and My Account online as normal.”
The article was updated on Monday as customers continued to be unable to access their accounts. And it said it was working to resolve the problem saying: “Steps are being made in the right direction to improve the stability and performance of the iD Mobile app and My Account online.”
It explained it could not go back to the old app while the problem was resolved saying: “The technology powering the previous version of the iD Mobile app was old and restrictive, which meant we were unable to develop it further.
“The old app had some issues, such as customers being unable to view bills on newer Android devices. It was simply unsustainable to continue with that version and also unsuitable to enable exciting future products, such as eSIM.”
But customers were unhappy as the prolonged problems. Many took to social media to register their complaints. RotundSagZarou said: “I’ve been charged £31 over my contract and can’t access my account to see why.”
IBVisionary asked: “When is this getting fixed, can’t check my account, my contract runs out shortly what a fiasco, pts me off continuing with you. Dom added: “What is so exciting about this? As far as we can see, there is only users frustration. This new thing of yours still doesn’t work.”
Steve wrote: “Your new app is dreadful… a week on and I still can’t login.” Kim said: “Why do I keep on getting logged out? Every day now.”
