i have selected the wrong plan, for my phone, I want to cancel this plan change and select the one I actually want.

Forum|Forum|17 days ago
September 14, 2026
5 replies
46 views

I have 2 plans, I want to change the plan on one and accidentally selected the wrong plan.

I need to cancel this change.

Upgrade

K

KT86

Active Contributor

Honestly, after what I’ve experienced with iD Mobile, I wouldn’t recommend bothering with them.

I’ve been a long-term customer and the way this has been handled has been absolutely shocking. I’ve been given conflicting and misleading information by their own staff, including being told by telephone that my contract would be amended, only for the complaints team to completely contradict that afterwards.

It’s incredibly disappointing to be treated this way as a long-standing customer. I’d seriously think twice before choosing them.

Hosai W

iD Mobile Employee

Hi @KT86

Please accept my apologies for any inconvenience caused to you, please confirm if you would like us to look into this for you and we will be more than happy to.

Thanks,
Hosai

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K

KT86

Active Contributor

Hi Hosai,

Yes, please do look into it, although I have to be honest, I’m now beyond frustrated that yet another person is “looking into it” and I’m still no further forward.

I’ve had so many conflicting answers and assurances that I’ve now had to submit a SAR to obtain the correspondence, call recordings and internal notes because I simply don’t know what information I can trust anymore.

The whole experience has been genuinely appalling. I’ve spent weeks chasing this, repeating myself to different teams and being told things that have later been contradicted.

And this isn’t even the first billing issue I’ve had with iD. Earlier this year I received a ridiculously high bill while upgrading another contract which made no sense. I let that one go. I won’t be making that mistake again.

I genuinely cannot understand how a straightforward upgrade can turn into this much hassle. If anyone is considering iD, I would seriously think twice based on my experience.

Hosai W

iD Mobile Employee

Hi @Casechris,

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

I'll speak to you there.

Thanks,
Hosai

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

M

Marquerita T

iD Mobile Employee

Hi @KT86.

Thank you for your reply. I want to start by apologizing properly, not just for the billing confusion, but for the whole experience you've described.

I want to give you a clear, straight answer on the billing point, since that's clearly been missing so far:

After an upgrade, your next bill will be a pro-rated charge covering two parts, the time your old plan was active during that billing period, and the time your new plan has been active since the upgrade.

This is why that bill can look higher or unusual compared to your normal amount. From the bill after that onwards, you'll be charged the new plan's standard monthly amount going forward, with no further adjustments.

Thanks,

Marquerita

The iD Mobile Team

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