Question

I need help

Forum|Forum|20 days ago
July 1, 2026
1 reply
11 views

Georgekooper
Community Member

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

+15

Gemma M
iD Mobile Employee
Forum|Forum|19 days ago
July 2, 2026

Hi @Georgekooper,

We're sorry to hear about the trouble you've experienced.

From what you've described, it sounds like a new iD Mobile plan was taken out for your new phone, which is why you're now seeing two active lines and two bills.

Unfortunately, we're unable to merge two iD Mobile plans into one. While one of the plans can be cancelled, this may result in losing the number associated with that plan and, if it's still within its minimum term, an early termination fee may apply.

We'd recommend contacting our Customer Service team via Live Chat as soon as possible. They'll be able to review both accounts, explain the options available, help you get your eSIM activated (or arrange a replacement physical SIM if appropriate), and discuss your billing concerns.

Regards,

Gemma M

The iD Mobile Social Media Team

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