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New Contributor
July 14, 2026
Question

current ID customer and have purchased new plan and wish to keep my phone number

  • July 14, 2026
  • 3 replies
  • 25 views

I am a current ID customer and I have upgraded my plan to a new deal but I need to keep my existing phone number

3 replies

Hosai W
iD Mobile Employee
iD Mobile Employee
July 14, 2026

Hi ​@Jonesjay,

Thank you so much for getting in touch with us, please do accept my apologies for any inconvenience caused please confirm if you received a new number with your order.

Thanks,
Hosai

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JonesjayAuthor
New Contributor
July 14, 2026

It says it comes with new SIM card but I haven't received the phone yet

Gemma M
iD Mobile Employee
iD Mobile Employee
July 15, 2026

Hi ​@Jonesjay,

 

Thanks for letting us know.

 

If your order says it comes with a new SIM card, we'd recommend contacting our Customer Service team so they can investigate this for you.

 

If it turns out that a new plan has been ordered instead of an upgrade, they'll be able to help arrange a return of the new plan and then transfer you to our Sales team so you can complete the upgrade correctly.

 

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

 

Regards,

 

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.