Hi ​@Phanslope,

Sorry for the confusion.

If you take out a new plan through a third-party retailer such as Carphone Warehouse, this would typically be treated as a new iD Mobile connection, which means it would come with a new mobile number.

Unfortunately, iD Mobile doesn't support internal number transfers between iD Mobile accounts. This means we can't move your existing iD Mobile number onto a new iD Mobile plan taken out through a third-party retailer should you decide to place your order with Carphone Warehouse.

The usual ways to keep your existing iD Mobile number are:

• Upgrading directly on your current iD Mobile plan.
• Transferring your number to another network and then back again if required.

If you're looking at upgrade deals and have found a better offer elsewhere, we'd recommend contacting our Sales Team to discuss the options available on your existing account and see whether there's a suitable upgrade available that allows you to keep your number.

You can contact them via Live Chat here: https://www.idmobile.co.uk/live-chat

We hope this helps clarify things.

Regards,

Gemma M

The iD Mobile Social Media Team

Hey there ​@Matt O, if you wish to keep your phone number with us, you’ll need to order an upgrade, not a new plan. We do offer upgrades via the iD Mobile app/website and via Carphone Warehouse when logged in, but if you order a new contract, you cannot transfer your number between contracts I’m afraid, as we don’t support same network number switching.
 

The above paragraph was the response received by another customer for the same query. In it states that upgrades are available through the carphone warehouse site as well as id site and if requesting an upgrade which is what I am doing and I would keep my number. So I am confused why this is not what your response is stating. 

Hi ​@Phanslope.

Thank you for your response. I understand why this may seem confusing.

Although upgrades may be available through selected third-party websites, an order placed through a third-party site can be processed by our system as a new, additional contract rather than an upgrade. In this situation, your existing number cannot be transferred between the two iD Mobile contracts, as we do not support same-network number switching.

To ensure that your existing number is retained, please complete the upgrade through the iD Mobile app or the iD Mobile website while logged in to your account, or contact our Sales team directly to have this done. You can reach them on 0800 049 0250 or via chat on https://www.idmobile.co.uk/live-chat.

This will allow the order to be linked to your existing contract and processed as an upgrade.

Thanks,

Marquerita

The iD Mobile Team