Hi ​@lucbesson,

I completely understand why this feels frustrating you’ve been loyal, your contract is ending and finding a great deal on a comparison site only to be told you might lose your number is really disappointing. 

1. Upgrading vs. new contract

• If you upgrade through the iD Mobile app, your existing number usually stays with you, this is the easiest way to keep it.
• The issue arises when the deal you want is listed as a “new line” or “marketplace deal” rather than a standard upgrade. In that case, the system treats it as a brand-new contract, which is why some people have been told you can’t keep your number.

2. Option to keep your number

•  Check if the deal qualifies as an upgrade.
• Some comparison sites list deals that look like “new contracts,” but iD Mobile can often apply them as upgrades if you contact them directly.

The key is: your existing account must take the deal, not a brand-new account.

Please get in touch via our sales team and they will be able to assist with the upgrade: 08000490250.

Thanks,

Luna

The iD Mobile Team