Hi ​@graemed,

Thanks for getting in touch.

Receiving an upgrade notification doesn’t necessarily mean your contract has ended. We send these messages in advance so customers know when upgrade options become available.

With iD Mobile:

• You can usually upgrade to a new handset plan up to 2 months before your contract end date
• You can usually move to a SIM only plan 24 days before your contract end date

If you’re seeing a payment of around £34 due on 7 June, please don’t cancel the Direct Debit with your bank, as cancelling payments can lead to missed payment markers or account issues.

Your monthly payment wouldn’t automatically reduce to a lower SIM only price unless a plan change or upgrade has actually been completed. You can check your contract end date in the iD Mobile app or online account under your plan details.

If anything doesn’t look right after checking, please contact Live Chat and they’ll be happy to review the account with you.

Regards,

Gemma M

The iD Mobile Social Media Team

Thank you Gemma. I've already signed up for SIM only, so when my contract ends in about two months will you stop my monthly payments of £34? Or do I have to do something?

Hi ​@graemed, 

Please note that the contract will not automatically disconnect at the end of the minimum term. If you wish to cancel the agreement, notice will need to be submitted at least 30 days before the intended disconnection date.

You can request the disconnection through the iD Mobile app by following these steps:

1. Log into the iD Mobile app
2. Select “My Account”
3. Go to “Thinking of Leaving”
4. Follow the steps to request cancellation/disconnection

Please also note that as you have already taken out a completely new contract, you would unfortunately not be able to move your old number directly onto the new account.

To keep your existing number with iD Mobile, the correct process would have been to complete an upgrade on the existing account rather than opening a separate new contract.

Owethu

The last time my contract ended with iD Mobile and I took out a SIM I kept the same number. Why the change? So to keep the same number do I have to either stay with iD and change the phone OR leave iD completely and carry the number over to a different provider? This is very confusing. Is there a number I can phone to actually speak with someone instead of some useless robot? I took out the SIM contract only a few days ago - how do I cancel that before it's too late?

How do I:

1. Keep my present phone  (and move to SIM only)
2. stay with iD Mobile
3. and keep my present phone number

Should I cancel the 12 month SIM contract I took out a few days ago?

Thank you. I am very confused.

Thank you very much. Now I understand. 

Graeme 

Hi ​@graemed, 

Thank you for confirming. 

Owethu

Hello. See above please. I have tried to cancel my 12 month SIM contract taken out in error a few days ago. However, I followed links and ended up paying £1 for a tech support trial which soon becomes much more. Once again I an confused. How do I cancel this trial and how do I cancel the 12 month SIM (I just received the invoice and contract details).

The iD Mobile customer support service is incredibly complicated? Can I actually speak with someone?

Hi ​@graemed 

Is that the 90-day free trial with McAfee Privacy & Identity Guard that you signed up to?

-Michael Z