Question

Keep my number


I am an existing customer and have upgraded my phone. I received my new phone on Monday and went on the app to keep my number. It is now Thursday and my new phone has still not connected.

3 replies

Userlevel 6
Badge +6
Hello @Angieg,

When you upgrade your old plan, we'll usually send out a blank SIM card (in case your new phone needs a different sized SIM card).

Can you check your old SIM? It should still be active and able to use this like normal with your new allowance and same number.

What does it say in the app? What plan do you see for this?

Mohammed
I upgraded my phone via the app from my existing phone. I still have no connection to my new phone......not very happy as I am being charged for a phone I have no connection to.
Userlevel 6
Badge +6
Hello @Angieg,

Welcome to the iD Community!

If you've upgraded your phone, you would not need to follow the steps for "Keep My Number" as we automatically move your number across to the new SIM sent with your phone.

Can you confirm you upgraded the plan via your app/account?

Or have you placed a second order with us?

Mohammed

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