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I upgraded to a sim only deal on 9th Nov and being billed for both old and new contracts

  • December 21, 2024
  • 1 reply
  • 60 views

Hi, I upgraded to a sim only deal on 9th Nov and received confirmation but nothing else. I have been billed for my old contract and it seems also my new one. What is going on?

Best answer by Lauren

Hi ​@CoreyJones 

If you’re being billed two separate amounts, one for your old contract and one for your new, it sounds like a new connection deal has been processed and not an upgrade. 

A new connection deal comes with a new iD number. An upgrade uses your existing iD number to update your plan.

If you contact the iD Live Chat, they’ll be able to confirm how many contracts are live and active in your name. If you type into the chat box ‘speak to an agent’ or select this option, you’d be put through to a live advisor.

Live Chat Support | iD Mobile Network

-Lauren

 

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Lauren
iD Mobile Employee
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  • iD Mobile Employee
  • 479 replies
  • Answer
  • December 21, 2024

Hi ​@CoreyJones 

If you’re being billed two separate amounts, one for your old contract and one for your new, it sounds like a new connection deal has been processed and not an upgrade. 

A new connection deal comes with a new iD number. An upgrade uses your existing iD number to update your plan.

If you contact the iD Live Chat, they’ll be able to confirm how many contracts are live and active in your name. If you type into the chat box ‘speak to an agent’ or select this option, you’d be put through to a live advisor.

Live Chat Support | iD Mobile Network

-Lauren