@CIR
My iD Mobile SIM only 12 month contract is due to end in 17 days time. On the iD Mobile website I have found a better deal for the same price.
You’re not the first one to wonder what just happened and being as iD ‘do it their way’ it makes the renewing of an existing contract rather disorientating. I’ll get to my reasoning in a short while, read on…
Did you go via the offers (← adverts) presented to you via the app or account? If you did then it would (I hope) have gone through as an upgrade or a plan change.
What you don’t want, but sounds like you may have done, is go direct to their iD Mobile website and often happens in error, is to open a new account.
An upgrade - https://community.idmobile.co.uk/upgrades-68/what-is-an-upgrade-44451 - is different to a plan change - https://community.idmobile.co.uk/plan-changes-69/what-is-a-plan-change-68567
The website does not enable a current customer, at the end of their contract, to maintain their personal details and only change their contract. To change my contract I have had to go through the rigmarole of becoming a new iD Mobile customer. Whilst it has only cost me a £0.01p, it is a rigmarole and hassle
Here’s the actual problem. When you look at your account (either online or via the iD app) you may see certain upgrades (← adverts) made available to you and you think that might be a good thing to look at or you start looking yourself on their main iD Mobile website. But in EITHER case when you are sent to their site (via the account upgrade offer) or you go to look at their site you are, in BOTH cases, NOT logged in to your account. Then when you start looking you see any available deal on offer, whether that be an existing customer or a potential new customer. And this is where the problem starts (which it did during their Christmas deals). You click on the best deal you want. But it was never intended to be for an existing customer.
Or the other hopeful outcome was, being as they took a £0.01 payment is you went via the change my plan route. My wife and I recently changed our plans and for both accounts their system took a £0.01 payment for each (to verify the bank account details etc).
AND Do I have to apply for my current number to be transferred from iD Mobile to iD Mobile?
Surely in the age of AI and whatsoever iD Mobile would have a renewal system whereby a current customer at the end of their contract could make a seamless transition to another contract.
Being as you thought you were upgrading or changing your existing plan (and why wouldn’t you) you wouldn’t normally have to be concerned about your existing number, but if you’ve opened another 2nd account then you either need to cancel this new account or move your number away from iD and then bring it back.
Surely in the age of AI and whatsoever iD Mobile would have a renewal system whereby a current customer at the end of their contract could make a seamless transition to another contract.
I have to admit iD mobile is the first provider where we can’t move our number within their internal systems
Kash wrote:
In order to keep the same number you would need to upgrade.
Just to add, or change you plan
You are informing me that I have to insert the new Sim card into my ‘phone and apply to have my number. What a farce.
I purchased a contract for the same price, but with more Data 40GB for £7.00 per month. My current contracat is 25GB for the £7.00 per month. Does that count has an upgrade?
This really depends on if you upgraded, or better still (IMHO) changed your plan, or opened a 2nd account.
Personally check your emails from iD. They would likely say welcome to iD (or words similar) if this was another new account. Or contact iD via Live Chat tomorrow and ask them what you ordered.
Kash wrote:
Upgrading and new contract are different.
And a change of plan and new contract are different too. Unless your help pages are now incorrect?
FWIW I did not upgrade my accounts, I simply changed the plans on both accounts.
The website needs to be made more clear for the likes of me who do not understand iD Mobile logarithms. If you have a contract with iD Mobile that is near the end of its time and want to renew it or change as I have done the website needs to explain in plain English how to do it with the least possible pain.
I’ve been suggesting this for some time now. They need to prevent existing customers from going via their account or app to a logged out phone and/or SIM selling site. The account and app credentials do not log you in to their main site automatically.
Or for those whom go directly to their phone and/or SIM selling site that existing customers need to follow a different route. This existing customer portal needs to be at the top of their site, not below the offers.
For existing customers I would only advise they go via the change my plan route if they are happy with the phone they have already. The downside is this can cost a little more than tying into a 12 or 24 month contract.
I will grin and bear and take the new SIM card and number and hassle through changing the number to my current number.
Go via live chat tomorrow and see if you only changed your plan on your existing account, or upgraded your existing contract to a 12/24month one or started a new account. In any scenario they can adjust the account into just one and more than likely without having to mess with the SIM and possibly at the same £7 for 40GB whilst they’re at it.
edit. Or call their dedicated sales team on 0207 139 1397 as they too should be able to sort this out for you if you prefer
