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Upgrade appears to be new plan instead of an Upgrade

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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?

Gemma MAnswer

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Gemma MAnswer

iD Mobile Employee

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

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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Caveadsum

New Contributor

Hi Gemma, unfortunately I had already sent my old phone as a trade in so couldn’t send the new one and have no phone. After spending 3 hours on the chat with iD, I was told I need to triangulate (use another network to keep the number) which I have started. But now I pay for 2 contacts with iD, neither of them works - I have no new SIM card from iD and the new contract is not on my iD app/website. I’ve spent so much time and money trying to sort out the problem that I didn’t cause, that I’d happily just move to another provider. Even my complaint has been logged under two separate numbers. It’s unbelievable and to say I’m disappointed would be an understatement.

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Caveadsum

New Contributor

It happened to me too and I don’t know what to do.

Owethu M

iD Mobile Employee

Hi @Caveadsum,

We're sorry to hear that you've experienced the same issue, and we completely understand how frustrating and confusing this can be.

If your contract was purchased through a third-party provider, you'll need to contact them directly regarding the order, as they'll be best placed to review how the contract was processed and advise you on the available options.

If you intended to upgrade your existing iD Mobile contract and keep your current number, please contact our Sales Team via Live Chat or by calling 0800 049 0250. They'll be able to review your account and advise you on the upgrade options available to you.

We apologise for the inconvenience and hope we're able to help you get this resolved.

Owethu

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Marquerita T

iD Mobile Employee

Hi @Caveadsum.

Thank you for your post.

I'm so sorry to hear about the trouble you've had, this clearly hasn't been the experience it should have been, and I completely understand your frustration.

To recap where things stand: you traded in your old phone, so you're currently using the new device you received? The new contract isn't yet reflected on your iD app or website as well; you have no active SIM for your new contract it as well?

I'm also sorry to hear your complaint was logged twice.

To get this resolved, please contact us directly so we can arrange a replacement SIM for your new contract and get it properly set up and working for you. Alternatively, if it's easier, you're welcome to pick up a replacement SIM from your nearest Currys store.

Thanks,

Marquerita

The iD Mobile Team

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AmyWebb

New Contributor

This has also just happened to me. And I purchased the upgrade through iD mobile, logged into my account online.

I'm being asked to return the handset and set up and upgrade through iD. But this may likely happen again.

Is there no way of fixing it on iD mobile side and allowing me to keep the handset I have already started to set up?

Sending it back is a waste of time and effort. Especially if the same error occurs again

Gemma M

iD Mobile Employee

Hi @AmyWebb,

I’m sorry for the inconvenience this has caused, especially as you placed the order while logged into your iD Mobile account and reasonably expected it to process as an upgrade.

Unfortunately, if the order has been processed as a new contract rather than an upgrade, we’re unable to convert the existing order into an upgrade or move your original number onto the new contract. The new handset and plan will therefore need to be returned first.

Once the return has been completed, we’d recommend contacting our Sales Team via Live Chat before placing another order. They can guide you through the upgrade process and help make sure the new order is correctly processed as an upgrade against your existing iD Mobile plan.

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

We appreciate that returning a handset you’ve already started setting up is inconvenient, but this is the correct process to ensure you keep your existing number and avoid ending up with two separate contracts.

Regards,

Gemma M
The iD Mobile Social Media Team

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A

AmyWebb

New Contributor

@Caveadsum were you able to keep the handset or did you have to return it?

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Caveadsum

New Contributor

Hi @AmyWebb, yes, I kept the handset, but only because by the time I discovered what had happened I had already traded in my old phone, so returning the new one would have left me without a phone.

iD gave me the alternative of doing a triangular port – moving my original number temporarily to another network and then porting it back to the new iD contract. I followed that advice and moved my number to O2.

Unfortunately, I’m now more than a month into trying to sort this out. I have been charged for both iD contracts (I can’t use either), my original number is still with O2, and I still cannot use the new iD contract because the replacement SIM they sent me doesn't work. I was told hey were sending me another replacement SIM, but I haven’t received anything yet..

So yes, it was possible for me to keep the handset, but the alternative solution has been extremely complicated and still hasn't been resolved.

If I had been in your position and still had my old phone, knowing what I know now, I would have returned the new handset and cancelled the new contract rather than gone through the triangular-port process.

What concerns me about your post is that you say you were logged into your iD account and selected an upgrade, yet it still resulted in a new contract. That sounds very similar to what happened to me – I also used the Upgrade option in my iD account and expected my existing contract to be upgraded.

I'd suggest keeping screenshots and copies of everything, particularly anything showing that you ordered while logged into your account and selected the upgrade option.