Cannot change my plan

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

Lamiya i am having the same issue as OP in regard to plan change error in the app. I am mid contract.

Hi ​@Davethescientist.

Thanks for getting in touch, and I’m sorry to hear you’re experiencing the same issue with the plan change error in the app, especially while you’re mid-contract. I completely understand how frustrating that can be.

As advised previously, if you’re unable to make the change in the app, you can also contact our Sales team on 0800 049 0250, and they’ll be able to check your upgrade and plan change options for you.

Thanks,

Marquerita

The iD Mobile Team

Hi, i've phoned both external number (the 020 one too) , and 7777. The automation options are limited and I've been through all automated options. Online chat couldn't help  either 

Hi ​@Davethescientist.

Thanks for your post and for letting us know what you’ve already tried.

Just to help us understand your situation a bit better, could you confirm whether the chat team mentioned if you’re eligible to change your plan?

If they did not, let us know what was advised so we can pick this up from there and guide you further.

Thanks,

Marquerita

The iD Mobile Team

Hi they didn't confirm either way and redirected me to the app to do it myself because they didn't have the ability to make the change for me.

Hi ​@Davethescientist.

Thank you for your post.  I’m sorry for the frustration this has caused.

In some cases, if a change or upgrade option isn’t appearing or cannot be processed by the team, it may be because the account isn’t currently eligible for that change yet.

This is usually determined automatically by the system based on your plan and contract status.

Thanks,

Marquerita

The iD Mobile Team