Hey @Chloe Dunderdale,

If you upgraded, then the bill goes out on the normal date.

Bills are charged for a month in advance so your last bill (before this one) will tell you what a normal billing period is.

E.g. if your old plan was £22.99 and it was produced on the 1st of each month, this bill will cover the 1st of the month to the end of the month.

When you upgrade, you are effectively changing your plan but we’ve already billed you for this period at the old rate.

We would then re-calculate this for you but on your next bill.

Your next bill is for a month in advance at your new contract price e.g. £26.99

But then we provide a credit from the date you upgraded last month, to the end of that month.

This is then re-billed but at the new plan rate.

So if you were on your new upgrade for 15 days, your next bill will be the normal monhtly line rental + 15 days credit worked out at the old price, then 15 days line rental charged at the new price.

The bill date and payment date won’t change.

Mohammed

I 'upgraded' on the 8th August from a £10 a month contract to £7 contract with the first 3 months at £3.50.  My billing period runs from the 24th July to 23rd August. I've now received my new bill which indicates a pro-rated monthly charge of £5.09. It indicates the -£3.50 discount and the -£10 payment received and  then states that my next bill will be £1.57. How was this amount arrived at ? There are no  calculations shown

The above forum article might help in this situation.

Hi @twosheds,

We hope that the article that @andewhite provided helped.

However if you still require assistance, please get back to us here and we would be happy to assist you.

Kash

Hi I changed my plan on the 13 of last month from £10 to a new phone at £22 I pay the £10 for last month bill but it saying that this month's bill is £32.72 why is this 

Hi @Brian spencer,

Welcome to the Community!

When you change plans you would be charged some of the old plan and some of the new plan.

We would advise waiting for your bill to be produced as that would provide an accurate bill amount.

Kash

Hi kash got it all sorted yesterday thanks anyway 

Hi @Brian spencer,

Glad to hear that.

If you ever require assistance you can always get back to us here.

Kash

I also upgraded contracts but both were for unlimited data. I had a bill cap of £75 for some reason (despite the app showing £20. Possibly added £75 when I was sorting the new contract) and I’ve been charged £75 for UK data. The bill shows data on 28th April only for £75. That was the day of my £20pcm unlimited data SIM deal changing to a £15pcm unlimited data SIM deal. My text messages from ID on 28th April state that in the early afternoon my plan change was completed and that I had spent £0 of my bill cap. 3 hours later I received a message stating that I had used 80% of my cap. I figured this was a mistake since not only was my new contract unlimited data, my old one was unlimited too. I’d be just as annoyed if the cap was £5 and I was being charged for additional data despite having an unlimited plan

I’ve raised a formal complaint, but I’m surprised that this couldn’t be resolve on chat. Been with ID for 7-10 years or so and never had any issue. I’ve encouraged others to switch to ID, but think my tune will change if they don’t rectify this clear error

Hi @cm2nick,

Welcome to the Community!

Sorry to hear about the issue you experienced with the cap.

We can certainly check this out for you but as you advised it is already with our Complaints Team.

Our Complaints Team should contact you within the next few days if they already haven’t.

Kash