Hi, I need help resolving a billing issue caused by an eSIM activation problem.

I'm an existing iD Mobile customer paying £12/month on my original plan. My old phone broke, so I ordered a new phone with an eSIM. Because my old phone was already broken, I couldn't complete the eSIM activation process (I had no way to scan the QR code / finish setup on a working device). To stay connected, I had to keep using my old physical SIM in another phone instead.

As a result, I now appear to have two active lines/bills instead of one, even though I've only ever used a single plan and number.

Could you please:

1. Cancel or merge the duplicate line that was created when the eSIM order went through

2. Refund any extra charges taken for the duplicate line

3. Help me get the eSIM properly activated on my new phone (or reissue a physical SIM for it instead), so I'm only being billed for one line going forward