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Question

Upgrade Error - New contract instead of upgrade

A
Community Member

I have recently upgraded my pay monthly account and received my new handset. The problem is that I have also received an email stating that a new account has been set up with a new number and my upgraded plan. Both my original plan and this new one seem to be set to the same email address. When I log in to my account I cannot find any record of the upgrade or this new account.

Can someone please resolve this. I would like the new account cancelled and the upgrade correctly recorded.

 

Many Thanks,

Alan

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7 replies

Mohammed
iD Mobile Employee
  • Mohammed
  • iD Mobile Employee
  • 7962 replies
  • May 18, 2020

Hello @A.Norman,

 

It sounds like you have purchased a new contract instead of upgrading the exisitng contract.

 

Upgrades are done via the iD app/account by logging in and clicking My Account followed by Upgrade.

 

We’ll need to cancel/return the new contract you've purchased and you’ll need to upgrade your existing contract.

 

I’ve PMed you with how we can sort this.

Mohammed

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Davidwayneprice
Community Member
Mohammed wrote:

Hello @A.Norman,

 

It sounds like you have purchased a new contract instead of upgrading the exisitng contract.

 

Upgrades are done via the iD app/account by logging in and clicking My Account followed by Upgrade.

 

We’ll need to cancel/return the new contract you've purchased and you’ll need to upgrade your existing contract.

 

I’ve PMed you with how we can sort this.

Mohammed

 

Mohammed, I’m in the same boat and having looked round these community pages this is a common problem.

P
iD Mobile Employee
  • Pearl M
  • iD Mobile Employee
  • 1428 replies
  • May 22, 2020

Hi @Davidwayneprice 

Welcome to the iD Community.

I’ve sent you a direct message with further information.

Pearl

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Deeone
Community Member
  • Deeone
  • Community Member
  • 0 replies
  • October 5, 2020

I have the same thing . I change my plan tonight for unlimited and i upgraded sim . I just want to cancel the upgraded before it will sent out to my address . Please what will i do ???

Ryan
iD Mobile Employee
  • Ryan
  • iD Mobile Employee
  • 4571 replies
  • October 7, 2020

Hi @Deeone,

I have replied to your other post and we have also sent you a PM now to offer further support.

Ryan

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H
Community Member
  • HScott
  • Community Member
  • 0 replies
  • December 29, 2020

The same seems to have happened to me- is there a simple fix to this so my account recognises the new contract and I can keep my number?

Ryan
iD Mobile Employee
  • Ryan
  • iD Mobile Employee
  • 4571 replies
  • December 30, 2020

Hi @HScott,

Unfortunately not, the only way around this is to upgrade your current number and then once it’s confirmed, return your new purchase.

Ryan

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