I signed up for a £36 a month contract on 16th June. I realised shortly after that the new phone uses a much larger amount of data than my old phone, meaning I would have no data within likely 2 weeks of every month – I haven’t changed my habits with internet, the phone simply uses ‘more juice’. This makes the new plan not fit for purpose. After I investigated briefly, I found that there was a contract plan that is £36 a month but for unlimited data that would obviously be more appropriate - this plan is for new customers (which I was)

I contacted ID Mobile, within the 30 day cool off period to ask for my plan to be changed over , to the £36 PCM plan for unlimited data and they said this could not be done... The only option was for me to cancel my plan and return the phone and start a new contract with another new phone, which I found to be an appalling solution, They then offered an alternative that I could wait until 16th July and simply upgrade to the unlimited data plan, which made perfect sense to me.

I decided it was better to hold on to the phone and change my plan as this would mean that I’d save on the return costs of the phone and also it meant that ID mobile wouldn’t have to process a now used device that they couldn’t sell on as new, and also save them having to send a second phone out. So I popped my SIM back in my old phone and have limped through with that, until the 16th of July as instructed. I did not return the phone – foolishly.

I have subsequently realised that ID mobile don’t have an upgrade option for existing customers to transfer over to the £36 pcm unlimited data plan, meaning I have been misled and now face an unreasonable cost of £45 pcm if I want upgrade to the unlimited plan…

I have begged ID mobile to have mercy on my situation that they are partly responsible for and change my contract over to the £36 pcm unlimited data plan. Unfortunately, the standard response is that I am unelligable for this, despite my strenuously and politely highlighting that I am in this position due to misleading advice given by ID mobile during my initial cooling off period, and because of their advice I am now in this situation where I am locked in to a totally unsuitable contract and am not in a position where I can pay more per month for a useable plan.

My family and I all use ID mobile and have recommended it to many friends as a great company and I still do believe this to be the case. However, I feel that my loyalty to the company as an existing customer isn’t enough to convince ID mobile that an exception should be considered, especially as ID mobile is partly to blame for this initial error 35 days into my contract commencement.

If nothing can be done despite the fault lying partially with ID mobile I am sorry to say I will not be using ID mobile after this contract expires and that my household will all follow suit and move to a different provider, regretfully.

Has anyone else has a similar situation and had a positive outcome. My neurodivergant brain is fried as to the injustice of this. 

Hoping this helps other potential customers to be wary of ID mobile advice and fully research all plans in advance of signing anything