Hi ​@aallee,

I’m really sorry to hear you’re having trouble with your plan change request.

This may be happening because you’re not quite eligible to switch to a SIM-only plan just yet. If you’re currently on a handset plan, you can usually make the change within the last 21 days before your contract end date.

If you’d like us to take a closer look at your specific situation, please feel free to reach out to our customer service team via live chat: https://www.idmobile.co.uk/live-chat, they’ll be more than happy to help and check this for you in detail.

Regards,

Gemma M

The iD Mobile Social Media Team 

I had this problem - contacted customer services several times and was told that whatever the issue was, it wouldn't happen again next time. But surprise surprise, it did - repeatedly. The only way I could change to sim only was to go via mobiles co uk - you can select ‘upgrade’ from there. It’s mad that I couldn't ‘upgrade’ from within ID Mobile itself.

Hi ​@thorlr ,

 

Thank you for your message, and I completely understand how frustrating this must have been, especially after being told the issue wouldn’t recur. I’m really sorry that the app didn’t allow you to change your plan directly and that you had to use an alternative route via mobiles.co.uk.
You may try calling our sales team on 0800 049 0250 and they can check your upgrade offers in the future. 
 

I’ll make sure your feedback is logged with our technical team so they’re aware of the recurring issue and can work on preventing it in future. While I know this doesn’t resolve the frustration you experienced, it helps us improve the experience for customers moving forward.

Lamiya