cant upgrade but need a new phone

Forum|Forum|2 months ago
July 15, 2026
3 replies
26 views

I have an iPhone SE that is now broken. My plan says I can’t upgrade until December.
ID have a phone and plan that I would be happy with.
how can I get the phone 17e and move onto the new plan.
do I really need to cancel my current and and pay for the remaining months?

Z

Zandile M

iD Mobile Employee

Hi @sl749k

Thank you for getting in touch with us. I am so sorry that your iPhone SE is no longer working.

Unfortunately, we’re unable to offer early upgrades, and you’ll need to wait until your account reaches its upgrade eligibility date in December before you can upgrade your device and plan.

You also won’t be able to pay off the remaining months to upgrade early. Once you become eligible for an upgrade, you’ll be able to explore the available handset and plan options.

We appreciate your understanding.

Thank you,

Zandile m

The iD Mobile Team

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S

sl749kAuthor

New Contributor

Mmm you are mistaken in assuming I understand. Frankly I dont. You have the opportunity to retain a customer and keep them happy. Instead you force me to source a new phone and probably new contract on the open market.

Owethu M

iD Mobile Employee

Hi @sl749k,

Thank you for getting back to us.

We're sorry to hear that you're disappointed, and we completely understand why you feel frustrated.

This isn't a case of us not wanting to retain your custom. If it were possible for us to process an early upgrade on your account, we certainly would.

However, upgrade eligibility is determined by the terms of your agreement, and we're only able to offer upgrade options once your account becomes eligible. Unfortunately, we're unable to override this or process an upgrade before that point.

We appreciate that this isn't the outcome you were hoping for, and we apologise for any disappointment caused.

Owethu