i have an existing account with ID, i just got a new cheaper deal with ID but it looks like im still being charged for both contracts, how do i close my old contract

Hi ​@Judy D, 

 

Thanks for getting in touch I’m sorry for the confusion here, I appreciate it’s frustrating seeing charges for what feels like two contracts.

📌 What’s happening here

If you’ve taken a new, cheaper SIM only deal with iD Mobile, that is treated as a separate contract, even though it’s under the same account. Your old contract doesn’t automatically cancel, which is why you’re still being billed for both.

🔄 Important clarification

iD Mobile does not support internal contract switching or moving a number between contracts.

That means:

• You can’t transfer your old number onto the new cheaper plan
• The old contract stays active until it’s cancelled or reaches its end date

If you want to keep the old number, the only option is to upgrade that original contract, not move it across.
 

📱 How to cancel your old contract (if out of minimum term)

You can check and manage this via the iD Mobile app:

1. Open the iD Mobile app
2. Go to Account / My Plan & Contract
3. Select the old contract/number
4. Check contract end date and cancellation options
5. If eligible, follow the steps to give notice or cancel

💬 If you need help doing this

You can also speak to our team directly so they can:

• Confirm which line is your old contract
• Check if early termination charges apply
• Help you close the correct plan

👉 https://www.idmobile.co.uk/live-chat

Owethu

Thanks for above, I feel it was all  misleading- nothing AT ALL that I saw stated I couldn’t do this between idmobile contracts, plus it implied I could easily keep my number.

i want to keep my number so I will need to cancel this new contract- how do I do this?

How do I rectify this?  I want to keep my old number so will need to cancel the new contract.  How do I do this without getting a penalty?

Hi ​@Judy D, 

I've just sent you a private message to help get this sorted.

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