iD Mobile: most-reported complaints
Automated analysis of 1,595 public Trustpilot reviews published 2026-03-17 to 2026-09-25. TrustScore 4.2 from 71,656 total reviews — see the Trustpilot page. Quick answer: is iD Mobile legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with poor core service, citing 423 instances that account for 47% of identified complaints. Support-related problems are the next most frequent concern, with 226 reports of unhelpful assistance and 171 reports of unreachable support. Billing errors were also noted, with 71 reports representing 8% of the total complaints. Trends for core service and billing issues remain flat, while reports of unhelpful support are rising.
The company claimed its Trustpilot profile on 2016-11-15, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 29 of 35 in Mobile Network Operator. We last checked this profile on 2026-09-26 and found 75 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline —, broadband —, mobile 1 complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline —, broadband —, mobile 1 complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline —, broadband —, mobile 10 complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 257 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “ID mobile This 50GB iD Mobile Sim (on Three's”, “E: 29/09 Win a Samsung Galaxy Note 10 + 12-month iD Mobile SIM”, “iD Mobile wont accept Action Fraud Identity Fraud Report as Fraud”.
Elsewhere: 4.4★ on Google (3,445 reviews) · 4.5★ App Store (18,535) · 4.4★ Google Play (15,588) · 4.6★ on Feefo (130,930)
TrustScore over time
4.2 → 4.2 across 14 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (100%, 0.1d) · 2026-08-16 (100%, 0.1d) · 2026-08-20 (100%, 0.1d) · 2026-08-24 (100%, 0.1d) · 2026-08-27 (100%, 0.1d) · 2026-09-01 (100%, 0.1d) · 2026-09-04 (100%, 0.1d) · 2026-09-07 (100%, 0.1d) · 2026-09-10 (99%, 0.1d) · 2026-09-13 (100%, 0.1d) · 2026-09-16 (100%, 0.2d) · 2026-09-20 (100%, 0.2d) · 2026-09-23 (100%, 0.2d) · 2026-09-26 (100%, 0.2d).
Severity: 22% of this company’s 900 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (963 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (mobile), Q1 2018 to Q1 2026 (33 quarters of official data). Dashed: our share of complaints about “poor core service” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 39% of those reviews to be complaints — most often poor core service. Both are automated readings of the same public reviews; they weigh them differently.
Measured reply time: across 944 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 945 company replies to negative reviews analysed, 79% engaged with the specific problem and 18% were generic templates.
Review provenance: 842 company-invited reviews in the recent window average 4.05★, while 239 organic (uninvited) reviews average 1.62★.
17% of its 554 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: poor core service makes up 47% of this company’s complaints vs a 26% median across 40 ranked companies in its sector.
Review velocity: 22,222 of this company’s 71,656 Trustpilot reviews (31%) were written in the last 12 months.
What are the most common complaints about iD Mobile?
Poor core service
423 reports · 47% of complaintssteady“I was tied into a sim contract that served no purpose”
The company replied on 2026-08-28: “Hi Matthew, Thank you for taking the time to leave your review. We're sorry to hear that you're unhappy with your experience. We attempted to contact you to discuss your concerns in more detail,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“terrible signal”
The company replied on 2026-08-28: “Hi Russell Smith, We’re very sorry to hear about your experience with our customer service and the signal quality you’ve received. We recognise how disruptive this must have been and are reviewing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Customer support has had my support ticket open for 3 weeks now with no meaningful response.”
The company replied on 2026-08-31: “Hi Brychan, Thank you for taking the time to share your feedback. I'm sorry to hear about the trouble you've had with coverage in Wales as well as the delay on your support ticket, that's not the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
226 reports · 25% of complaintsrising since 2026-08“Customer support has had my support ticket open for 3 weeks now with no meaningful response.”
The company replied on 2026-08-31: “Hi Brychan, Thank you for taking the time to share your feedback. I'm sorry to hear about the trouble you've had with coverage in Wales as well as the delay on your support ticket, that's not the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“won’t take responsibility passing the buck to Curry’s”
The company replied on 2026-08-28: “Hi Matthew, Thank you for your review. We're very sorry to hear about your experience and the inconvenience this situation has caused. We understand how concerning it must be when fraud is suspected,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they could not set this up for me on a new unlocked handset and never managed to get my number on there”
The company replied on 2026-08-29: “Hi Spangelini, Thank you for your review, we’re very sorry to hear that you’re experiencing issues with your sim issues. To investigate this properly, we’ll need a bit more information about your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
171 reports · 19% of complaintssteady“They refuse to cancel my contract within my 14 day cooling off period.”
The company replied on 2026-08-31: “Hi there, Thank you for taking the time to leave your review. We're sorry to hear that you're unhappy with your experience. We attempted to contact you to discuss your concerns further, however we…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Sent several emails not 1 reply and now u have the cheek to chase me for 2 months bills”
The company replied on 2026-08-29: “Hi Wayne, Thank you for your review. We're truly sorry to hear about your experience and the frustration this situation has caused. We understand how disappointing it must have been to receive a SIM…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“you are fine - until something does not arrive - then you find the limitations of not being able to speak to someone”
The company replied on 2026-08-07: “Hi David, Thank you for your review. We're sorry to hear about your experience and the frustration this has caused. This is certainly not the level of service we aim to provide. We recently tried…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Billing errors
71 reports · 8% of complaintssteady“They then sent the account they opened in error to a debt collector for non-payment.”
The company replied on 2026-07-20: “Hi Matt, Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and completely understand why this has been so frustrating. We appreciate the concerns…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“They said they fixed the billing problem only for it to continue on.”
The company replied on 2026-08-30: “Hi Tel, I am so sorry to hear about your experience and understand your frustration regarding the ongoing billing issue and the lack of follow-up. We have attempted to contact you by phone to discuss…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Your policy of continuing to charge people for their handset after the contract expires”
The company replied on 2026-09-14: “Hi Tim, Thank you for your review, please accept my apologies for any inconvenience caused to you in relation to the contract issues. Thank you for taking my call I am glad that we could discuss…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Account/app problems
68 reports · 8% of complaintsfalling“won’t take responsibility passing the buck to Curry’s”
The company replied on 2026-08-28: “Hi Matthew, Thank you for your review. We're very sorry to hear about your experience and the inconvenience this situation has caused. We understand how concerning it must be when fraud is suspected,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they could not set this up for me on a new unlocked handset and never managed to get my number on there”
The company replied on 2026-08-29: “Hi Spangelini, Thank you for your review, we’re very sorry to hear that you’re experiencing issues with your sim issues. To investigate this properly, we’ll need a bit more information about your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“i was supposed to be sent a contract for a sim only did not recieve and no call back as promised.”
The company replied on 2026-08-28: “Hi Richard, Thank you for taking the time to speak with me regarding your review, and I'm glad we were able to discuss this further. To clarify, it looks like there may have been some confusion, as…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Overcharging
51 reports · 6% of complaintssteady“credits as below promised but never applied to the account”
The company replied on 2026-08-30: “Hi Kenneth, Thank you for sharing your feedback. We’re truly sorry to hear about the extremely disappointing experience you’ve had since joining iD Mobile. We recognise the difficulties you’ve faced…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“you are fine - until something does not arrive - then you find the limitations of not being able to speak to someone”
The company replied on 2026-08-07: “Hi David, Thank you for your review. We're sorry to hear about your experience and the frustration this has caused. This is certainly not the level of service we aim to provide. We recently tried…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Would not waive £25.00 change phone number fee”
The company replied on 2026-08-29: “Hi there, Thank you for your review. We're genuinely sorry to hear about your experience and the frustration this has caused. We understand how disappointing it must have been to receive automated…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Compare iD Mobile with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.