Photo ID when collecting a phone

[Alw13]

I tried to collect my phone yesterday. Not having a passport or driver's licence, I took along my gun licence. It is government issued photo id with my name and address on it. I was told this wasn't suitable. Could anybody tell me why this doesn't fulfill the criteria? 

I ordered my phone online and it did not tell me at any point that my id had to be a passport or driver's licence (in fact the exact wording was bring photo id 'such as' passport or drivers licence), so naturally I am annoyed both at that and the 90 pounds I spent ordering a new passport and hoping it comes in time. I can appreciate the security requirement; but when I had government issued photo id and was still turned away, it was extremely frustrating. 

[Chris_B]

@Alw13  That should have been accepted as it is photo ID.   Probably the first time the store has seen a gun license ID and is more accustomed to passports and driving licenses.  

[Alw13]

Maybe I was just unfortunate to get someone who was a bit intransigent. I actually do have a driver's licence but it is mid renewal, which takes longer without a passport. Unfortunate timing but I figured my gun licence would be more than enough. 

I'm not sure how to approach the store again really, without them digging their heels in.

[Matt_124]

The in-store ID Scan system would not accept this as a form of ID that they can verify unfortunately, nothing to do with an individual guide or store not wanting to accept it. The checks they do are as much to do with confirming the authenticity of the document as proving the identity of the individual, and as such have a small list of docs they can accept.

Most likely due to the prevalence of fake IDs going around these days, the only forms they can accept are:

• A UK Driving Licence
• Any Full (Book) Passport
• A UK Biometric Residence Card

It has always been the case that the stores have only accepted certain forms of ID, to say they "should have" is incorrect im afraid as they have never accepted a Firearms Licence as a form of ID and may give the OP the wrong impression. (Although I agree the system should be versatile enough to accept this, however it is not.)

The online system and guidance for agents over the phone are long overdue an update that specifies this as it just drives complaints.

[Matt_124]

That is an unfortunate sequence of events tbh, sorry to hear the trouble you've had.

The alternative solution would be to get the store to return the device to the warehouse, wait for it to register as returned and unwind the deal, then to reorder it as home delivery where your identity would be proved via a delivery PIN from DPD.

Takes a while for that to happen and you might not get the same deal as you got originally, would depend on the current offers.

[Alw13]

Thank you for the clarification. Mostly I blame the website, as it is not clear at all on this point, and had it been I would have got it sent to my home instead, since DPD verify somewhat differently. However I did make a strong complaint and apparently my case was taken seriously enough that the website will be altered.

Doesn't help me get my phone any faster of course, and I'm still angry I'm in this position, but hopefully this slight change to the website will make others more aware. I just find it unusual that, essentially if you don't have a passport and you don't drive, you can't get a phone from EE. 

[Alw13]

Thanks Matt. I've ordered a passport as I say, and my licence renewal might well come soon, so we'll see what happens over the next week or so. Maybe they'll arrive before it gets returned. 

[Matt_124]

Totally get it, sounds like you've done all you can in the situation and here's hoping it's the "straw that broke the camel's back" that finally leads them to updating the website guidance, it's long overdue.