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upgrade issues

  • November 20, 2024
  • 1 reply
  • 55 views

My partner had similar only contract and was given a upgrade date. She waited for the upgrade date and choose to have a phone and SIM contract . What's happened now is the SIM contract never got cancelled and she's been told that both the SIM contract and the phone and SIM contract are separate orders and she's responsible for paying both. They have now blocked her phone and she's going to loose the number she's had for over 20 years . She works for NHS and requires her phone and all this has happened even though she went through the upgrade on her app . She is so upset as now she has got to have a new number. Even ID chat and Complaints won't help when clearly there's been a cock up with the upgrade process 

Best answer by Kash M

Hi ​@Johnnyduncan,

Welcome to the Community!

Unfortunately we are unable to advise on this without us checking this out with the account holder.

It sounds like a new contract was purchased rather than upgrading.

 

Kash

This topic has been closed for replies.

1 reply

Kash M
iD Mobile Employee
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  • iD Mobile Employee
  • Answer
  • November 20, 2024

Hi ​@Johnnyduncan,

Welcome to the Community!

Unfortunately we are unable to advise on this without us checking this out with the account holder.

It sounds like a new contract was purchased rather than upgrading.

 

Kash