Hi ​@Dimitrov,

I’m sorry for any confusion this has caused.

From what you’ve described, it’s likely that a new plan was taken out rather than an upgrade, which would normally result in a new mobile number being assigned. Just to clarify, iD Mobile don’t currently support internal number transfers between accounts in the way some networks do, so this can happen if the order is processed as a new connection rather than an upgrade.

As this is a public community platform, we’re not able to access or check your account details to confirm exactly what’s happened in your case.

For the quickest resolution, please contact our Live Chat team here: https://www.idmobile.co.uk/live-chat

They’ll be able to review your account, confirm how the order was processed, and advise on the best next steps for you.

Regards,

Gemma M

The iD Mobile Social Media Team