I spoke to an agent before one was changing to another provider and was advised through app i had ability to upgrade as from July 2026.
One source another provider and asked for puk code and was told there would be no early leaving charge and any final bill would be sent by post.
This has not happened and then had a debt agent contact me, this is totally unacceptable and ask why three months charge yet app says July 2026.
Please adjust and confirm in writing.
Regards
Walter McCrea
+16Hi
I'm sorry to hear about the experience you've had and the concern this has caused.
It's worth noting that customers can usually become eligible to upgrade around 60 days before their contract end date, which may explain why the app showed upgrade eligibility from July 2026. However, becoming eligible to upgrade doesn't necessarily mean the minimum term of the agreement has ended.
To check your contract end date in the iD Mobile app:
If you cancel before the end of your minimum term, early termination charges may apply. To avoid these charges, cancellation should be requested no more than 30 days before the contract end date, as the account requires 30 days' notice to close.
As this relates to account-specific billing and cancellation information, we'd recommend contacting our Customer Service Team via Live Chat so they can review the advice you were previously given and explain any charges that have been applied: https://www.idmobile.co.uk/live-chat
We apologise for the frustration caused and hope the team can provide further clarification for you.
Regards,
Gemma M
The iD Mobile Social Media Team
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