Question

Upgrade appears to be new plan instead of an Upgrade

Forum|Forum|25 days ago
June 27, 2026
1 reply
15 views

Dannymaguire99
Community Member

I upgraded my phone via carphone house who set everything up for me. I was told I’d keep the same number and same SIM card.

I think what has happened is that instead of upgrading I was put on a new plan with a new mobile number. However as I was not sent a sim for that number I don’t have access to it.

This means when I try adding my plan to my ID mobile app, I can’t authenticate it as the verification is sent to the number associated with the sim I don’t have access to.

it also mean I have two plans - a sim only contract with my original number, and a plan with the new number I can’t access. My original number plan still works in my new phone.

I also can’t pay my Id mobile bills as I’d be calling or accessing my bills via my original number which just works for my old plan. If I want the new plan I need access to this new number.

does this make sense? ID mobile are chasing me for the money but I can’t pay it. Any ideas?

+15

Gemma M
iD Mobile Employee
Forum|Forum|24 days ago
June 28, 2026

Hi @Dannymaguire99,

Thanks for explaining what's happened.

From what you've described, it does sound like Carphone Warehouse may have created a new iD Mobile plan rather than processing this as an upgrade, which would explain why you now have two plans and a new mobile number, when upgrading, it would need to be done directly through iD Mobile to ensure that the upgrade is done correctly.

We'd recommend contacting Carphone Warehouse to discuss returning or cancelling the new plan if it was set up incorrectly as iD Mobile do not support internal number transfers, therefore we would not be able to transfer your number from the old plan to the new plan. Once that's been resolved, please get in touch with our Sales Team via Live Chat, who'll be able to help you upgrade your existing plan correctly.

We hope this helps get everything back on track.

Regards,

Gemma M

The iD Mobile Social Media Team

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