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New Customer wanting a new number, but check out only allows switching

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New
 Contributor

Hello,  I am interested in buying a SIM only deal.  But during the checkout process there is no option that allows you to obtain a SIM with a new number.  The options are:-  Keep my number and switch on sim arrival. Keep my number and switch now, or lose my number and switch now.  How am I supposed to get a new number without switching anything?  Many Thanks

Best answer by MZone

I would say it’s lose your number and switch now but have you selected an option prior to that in error and that’s why it’s asking you for that?

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    MZone
    Gold Contributor
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    • MZone
    • Gold Contributor
    • 717 replies
    • Answer
    • March 14, 2025

    I would say it’s lose your number and switch now but have you selected an option prior to that in error and that’s why it’s asking you for that?

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
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    New
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    • Sharon50
    • Author
    • New
 Contributor
    • 1 reply
    • March 14, 2025

    Thank you for your response.  When I selected the option to “lose your number”  it then requests a STAC.  I now see what you mean about selecting an option that opens further options.  However on the order summary it remains “keep your current Number”, and there is no option to change this.  I have found this to be somewhat confusing to be honest.  I also found the bot live chat to be really unhelpful and have since gone with another mobile company (who have better reviews), and I have not had any confusing problems in ordering a new sim, they also dont ask for personal details they dont need.

    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 1960 replies
    • March 16, 2025

    Hi ​@Sharon50 

     

    Thanks for posting. 

     

    We are very sorry for any confusion caused. 

    This could possibly have been happening if you were logged in to your account. 

    Without seeing the options selected it would be hard to be sure but it sounds like this was the process for making changes to your current plan and not ordering an additional SIM. 

     

    We are sorry to hear you were unable to complete the order. 

     

    Natalie 

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