Hey there ​@Calmac43, thank you for reaching out. If you’re unhappy with your upgrade options, please call our sales team on 02071391397.

As correctly mentioned by our live-chat, you can only keep your phone number if you upgrade via the iD Mobile app/website, not by ordering a completely new plan.

Thanks,

Tyler

Im on a SIM only plan that's eligible for an upgrade now. I want to get a new Samsung s24 ultra but it's not one of the phones on the list of upgrades. I spoke with live chat and got told this phone isnt eligible to me for upgrade.

So you must have at least 6 months under your belt with iD. And the offers you see via the app/account are unique to you. There will be several reasons why iD don’t offer better/higher costing deals, such as payment history as one example. But yes calling them might give you a deal or indeed actually give you a reason why - but note certain upgrades may cause another credit check to be done on you. This shouldn’t be an issue for the most part, unless you fail to meet the criteria.

I could buy it on the website but that would mean losing my number cos you can't send a PAC code to the same provider and I don't want to lose my number or leave ID Mobile. Any help with what I can do would be appreciated. I also want to get this sorted asap cos I want to get the deal with the black Friday sale as well. 

You’re not the first one to see better offers on their main site, they are the ‘dangle the carrot’ type, but this would involve another new account and probably another deep credit check. You can chose this method (assuming you get approved) but you’d then need to port your number to another provider and then port it back to iD - known as a triangle port.