Hi ​@Jonesjay ,

Could you please confirm whether you upgraded your existing plan or took out a brand new plan?

If you completed an upgrade, your existing mobile number would automatically transfer to your upgraded plan, so no further action would be required.

However, if you took out a new plan with a new mobile number, this would be treated as a separate account rather than an upgrade. Unfortunately, we're unable to transfer a mobile number directly from one iD Mobile account to another, as this could result in the number being lost.

Please double-check which option applies to your order and let us know so we can advise you on the best next steps

-Michael Z

I was offered a new plan before my old plan ran out so I took the offer. I am not sure if that is classed as a new plan or an upgrade. Please advise

Hi ​@Jonesjay,

If the offer you accepted came with a new mobile number, then it would be classed as a new plan rather than an upgrade. Just to be sure, I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Thanks,

Gemma M

The iD Mobile Social Media Team

It says on the email "Thanks again for upgrading with iD Mobile!."

Hi ​@Jonesjay 

Thank you for your message.

If your order is an upgrade, your existing mobile number will automatically be transferred to your upgraded handset. There's nothing further you need to do.

-Michael