Phone number not switched after getting new phone

Forum|Forum|5 months ago
March 26, 2026
1 reply
51 views

Upgraded my phone contract the other day, my new phone has arrived and it has gave me a new number as standard. I would like to keep me old number, I have the pac number but it won’t allow me to switch the numbers. I’ve tried pressing switch to ID on the app, I type in some details and it says there was a problem. Is that the correct way of keeping my old number?

Anneline M

iD Mobile Employee

Hi @Ltmlad,

It sounds like you placed a new order instead of upgrading hence you’ve received a new number. If you take out a new plan, it's not classed as an upgrade. It's simply treated as a new plan, even if you're eligible for an upgrade on your existing iD Mobile plan.

You'll also be unable to keep your existing iD mobile number in this way as we are unable to transfer plans and mobile numbers across internally . That's why we always recommend you upgrade via the eligibility checker and this will ensure that you keep the same mobile number.

To look into this for you, I've just sent you a private message.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

-Anneline