Yes they did set me up with new plan, but  I will like to keep my old number, my 10GB of data and my unlimited calls and text. So please to make things clear can I keep the carphonewarehouse contract and cancel the other one.

Also the chat doesn't help at all, its automated and doesn't give me the answer I want

Hi @Pam85 

Do you currently only have one account with iD Mobile?

Had you made these payments yourself manually? or had it been Direct Debits?

We’ll message you here upon your reply once we know a little more here.

Yes I have only one account with ID, it was a direct debit, I have been with ID over three years now, so they still have my account. When the new contract came i request for my number to remain so the new sim is still here but the old sim is in the new phone now

Hi @Pam85, to avoid confusion, I’ve merged all of your posts into this thread. Please stick to one thread going forward, as this will make it easier for us to assist you. 

it sounds like you’ve accidentally ordered a new line instead of an upgrade to your existing one. Can you please check your order confirmation email for me and let me know what it says? 

We can’t transfer your iD Mobile number internally, but there is s a way for you to keep your number, so don’t worry. 

Thank you,

Rory

Ohh I see, when my last bill was paid on my old contract, I asked carphonewarehouse if I could get an upgrade or a new contract and they said yes so i told them the phone i wanted was directed to their site to choose the contract I want. The confirmation message was your ID is activated and ready to use, do I need to take out the old sim from my phone and put in the new one that came with the phone? How do I cancel one? Since I cannot have two line rentals when actually am using only one 

Hi @Pam85, I presume you’re outside the 14-day returns policy for the new line, so if you want to keep your old number, here’s what you’ll need to do.

• With your old iD Mobile SIM inserted, text PAC to 65075
• Buy a cheap Pay As You Go SIM for another network (O2, EE, Vodafone etc.) and give the PAC code from Step 1 to that network 
• Once your iD Mobile number has transferred across to the new Pay As You Go SIM, text PAC to 65075 again (this time from the new PAYG SIM)
• Once you have the new PAC code, fill out this form, ensuring to use the EXISTING iD Mobile number where it says “Your existing mobile number” and your NEW iD Mobile number that you accidentally took out where it says “Your iD Mobile number”

Once you’ve done all that, your old number will transfer over to your new iD Mobile line. If you have any questions, please don’t hesitate to get in touch.

Thank you,

Rory

What about paying two bills? How do I cancel one and keep the other?

Once you’ve done the above steps, you’ll only be paying for one line :)

Thank you,

Rory

Ohhh what a relief, thank you 

You’re most welcome, @Pam85! Just give us a shout here if you get stuck or you have any more questions :)

Thank you,

Rory

Hi, i have done what was requested, but why am I being charged £28 as my final payment? And will the £22be refunded?

Hello there @Pam85 

We’ve sent you a private message on here just now so that we can take a further look for you.

If you click your profile then go to inbox, you’ll see our message there.

We’ll take a further look there.

Hi I have filled out the form for the PAC, BUT IT KEEPS SAYING " ID SAYS ARE YOU SURE YOU WANT TO SUBMIT THIS" I HAVE BEEN DOING THIS ALL DAY.HOW CAN I SUBMIT THE FORM.

Hi @Pam85,

I see we’re now assisting you in the PMs, so we’ll stick to communicating there for now.

Will