Email Billing Blunder Meant MVNO ID Mobile Told 24,000 Customers To Pay Up Or Have Their Service Suspended

iD mobile – the Dixons Carphone-owned mobile virtual network operator (MVNO) which piggybacks on Three UK's network – has apologised after a billing snafu warned 24,000 customers they needed to cough up or else.

In an email sent to customers earlier this week, the MVNO warned: "There is currently an outstanding balance of £[xx] on your iD Mobile account. Unfortunately, your service will be suspended until the full outstanding balance has been paid."

It went on to say that suspended services would only resume "once a payment has been made."

One of those who received the erroneous email told us that iD Mobile hadn't taken any payment so far this month, but that "irate customers" were flocking to Twitter to share their concerns.

We're aware of an issue where some customers have been sent an outstanding balance notification in error. We're working on restoring access to the iD Mobile app so those affected can check their balance as soon as possible. We apologise for any inconvenience this may have caused.

— iD Mobile (@iD_Mobile_UK) September 28, 2021

As a result of a spike in activity from phone users trying to sort out what it was they were being asked for, iD Mobile's portal didn't work for some.

• BT jittery about Cellnex snapping up UK mobile tower assets
• Three UK says its 5G plans are under threat if tower merger with Euro giant Cellnex is blocked
• Watchdog slaps down Three's claims to be building the UK's 'fastest 5G network' – again
• BT to phase out 3G in UK by 2023 for EE, Plusnet, BT Mobile subscribers

In a statement, iD Mobile – which has 1.1 million customers according to its 2020/2021 Dixons Carphone annual report – admitted their error and apologised.

Earlier this month consumer group Which? quoted figures from telecoms regulator Ofcom [PDF] which stated there are more than 80 million active mobile subscriptions in the UK, and the overwhelming majority of customers are with one of the "big four" networks – EE, O2, Three and Vodafone.

"It's easy to be reassured by a big brand, but virtual networks have to work harder for your money, and do so by offering extremely competitive alternatives," it said. ®