Hi there ​@Unicorn74 

What’s actually happened is when you order a phone deal iD automatically send out a new SIM with this phone (to ensure that SIM will fit). And in doing so it cancels out the old SIM.

The only quick option would be to pop into your nearest Currys and ask them for a replacement SIM. You then activate this latest one via the app/online account.

Then when the new SIM arrives don’t use it as the latest SIM overrides any others

Not sure that actually happens, ​@Daz_S - your ‘old’ iD SIM shouldn’t be cancelled if you upgrade.

You should be able to put your ‘old’ iD SIM in your upgraded phone (if it fits) and continue using the iD network.

Think the only time iD dispatch an activated SIM is if you’re a new customer, but hopefully someone from iD Mobile can clarify.

From memory on some recent(ish) posts, for some it appears that it does get cancelled <insert a blank vacant expression but I’ll explain why at the end>

If it was just an existing contract upgrade (no phone) then no the original SIM will work as iD don’t automatically send one out.

But if a new phone upgrade is taken out then it does appear for some existing customers they are also sent a SIM automatically and when this does happen, due iD’s new and improved security measures, the existing SIM is deleted as the order goes through.

 but hopefully someone from iD Mobile can clarify.

+1. The problem seems to be that there are so many different snippets released by staff that knowing what is right, wrong, out of date or current confuses even me at times.

edit. More than happy to be corrected.

Hey there ​@Unicorn74, sorry to hear that. It’s likely a new SIM has been activated and will be sent to you. 

Please check with our live-chat if that’s the case:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Perhaps iD Mobile explain the upgrade process at the point you upgrade, from SIM-only to phone contract, ​@Daz_S - otherwise, I guess there’s scope for misunderstanding what’s about to happen.

There most certainly is ​@andewhite 

Being a fairly newbie to iD myself, to see how the beast works you have to make a few cuts. From some older posts (not too old, less than 12 months) that I read I genuinely got the impression that even if an existing customer upgraded the account only (no phone) we would be given a new SIM card (as some staff posts alluded to the fact older ‘style’ SIMs may not work - no date given and other replies made no mention of older SIMs) and thus when I committed my wife and I to a whopping 30 day deal (just over a month ago) I half expected to see 2 SIMs in my letterbox. They didn’t arrive so I no longer assume this happens.

But then there are some posts were existing customers have upgraded with a phone and their SIM stopped working (more so with eSIMs but some are using a physical SIM) and therefore on those that I find I often suggest getting a new eSIM/SIM whilst they’re waiting for the phone to arrive.

I guess in ​@Unicorn74‘s case being as they ordered a new phone it’s a case of wait and see if a new SIM arrives with the phone (or days either side of the phone arriving). Even ​@Tyler is suggesting a new SIM was sent out. So should iD be sending a new SIM out to existing customers or not - IDK but confirmation it will happen every time would be handy to know (and at least we’d know why the old SIM went kaput)

Please do let us know how you get on ​@Unicorn74 

Nat