Hi ​@KT86 

Your best option is to contact the iD Mobile sales team on 0800 049 0250  to discuss this upgrade.

Live Chat can be helpful most of the time but speaking to someone in sales is probably a faster way to get this sorted as they will have all the details and will be able to discuss it one on one (whereas LC agents tend to talk to a few customers at the same time).

Good Luck x

 

UPDATE: My iD Mobile upgrade nightmare has somehow got even worse.

I genuinely cannot believe how much time I have now had to waste trying to resolve what should have been a very straightforward upgrade.

I was specifically offered and agreed to a Pixel 11 Pro XL 256GB in Canyon, £38.99 per month, £0 upfront and unlimited data. I cancelled the original order after an iD Mobile adviser told me it had been cancelled and then placed the replacement order based on the £38.99 deal they confirmed to me.

I have a screenshot of the offer I agreed to.

Then I received confirmation showing £42.99 per month, increasing further, with only 25GB of data.

When I challenged this today, I was initially told my plan was £35.74, then told it was £42.99 – UNL/UNL/25GB.

So which is it?

£35.74? £38.99? £42.99?

And where has the unlimited data I specifically agreed to disappeared to?

I've repeatedly explained this to iD Mobile and provided the evidence. Instead of resolving it, I've spent yet more time going round in circles explaining the same thing.

I have now been told I have to wait for the phone to arrive, accept delivery and then contact them again to arrange a return.

So, because I was given an offer that apparently wasn't honoured, I now have the pleasure of wasting even more hours of my time simply returning a phone I never wanted to receive under the incorrect contract — and then logging a formal complaint about the whole thing.

I've been a customer for years and have multiple lines with iD Mobile. This isn't the first serious problem I've had following an upgrade either — I've already had issues with another line resulting in an unexpected bill.

At this point, I don't know what is worse: being lied to, misled or deceived into staying, or the sheer amount of time I've had to waste trying to get someone to actually acknowledge what happened.

I agreed to stay with iD Mobile because of a specific deal I was offered. That deal has not been honoured.

I'm now being asked to return the phone and make a formal complaint.

This isn't customer service. This is exhausting your customers until they eventually give up.

And I am very seriously reconsidering whether I want to remain with iD Mobile at all.

UPDATE — and a warning to anyone considering upgrading with iD Mobile.

My formal complaint is still open and, despite hours of chats, explanations and providing evidence, I am no further forward.

The complaints team have confirmed that £42.99 is the correct price for my order — despite me originally being offered and agreeing to £38.99 with unlimited data.

Since then, I've received yet another email quoting £36.99.

So even iD Mobile seem unable to explain why I'm being sent completely different prices and information.

The phone is due to arrive, and I'm now being told to accept it, return it and start the whole process again.

After everything that's happened, how am I supposed to trust that?

I've been a loyal customer for years and have several lines with iD Mobile. I've already had problems with another upgrade resulting in an unexpected bill, and now this.

What has really shocked me isn't just the money. It's the hours of my time, the constant contradictions, the being passed around, and having to repeatedly explain the same situation just to end up exactly where I started.

I stayed with iD Mobile because of an offer I was given.

I now feel completely misled — and I'm seriously questioning whether loyalty means anything to them at all.

So my advice to anyone thinking about upgrading:

Be very careful. Screenshot EVERYTHING. Don't rely on what you're told in chat. And don't assume the price you're offered is the price you'll actually end up paying.

Because if something goes wrong, be prepared to spend a considerable amount of time trying to prove what you were originally promised.

I've got an open complaint and I'm still waiting for a resolution.

For me, the biggest question now isn't even what does my upgrade cost?

It's how can I trust iD Mobile again?

And one more thing that really needs highlighting…

Apparently, there is a team who can actually help with this type of issue.

Unfortunately, I'm not allowed to speak to them because I'm not placing a new order.

So, despite having an existing order, an open complaint and a genuine problem that needs resolving, I'm apparently not eligible to speak to the people who can deal with it.

I can place a new order and speak to them… but I can't speak to them to resolve the existing problem.

Make that make sense. 🤷‍♀️

This is exactly the kind of thing that leaves customers feeling like they're being passed around until they give up.

UPDATE: iD Mobile complaint

I wanted to give an update on my ongoing issue with iD Mobile, because the way this has been handled has gone well beyond a disagreement over a monthly contract price.

Since 2 September, I have been given assurances on multiple occasions that the issue would be resolved.

Most importantly, on 2 September at 11:53am, I received a telephone call from iD Mobile regarding my complaint. During that call, I was explicitly told that my contract would be amended to the monthly price I had originally agreed to.

At that point, I quite reasonably believed the matter had finally been resolved.

Fast forward to now, and I have received a response from the iD Mobile Complaints Team stating that my complaint cannot be upheld because their documentation shows the contract at £42.99 per month.

Except... that doesn't explain the telephone call I received on 2 September at 11:53am.

It doesn't explain what was agreed during that call.

It doesn't explain why I was told my contract would be amended.

And it doesn't explain why the latest complaints response makes absolutely no reference to that resolution.

So I am now left in the position where I have received information via live chat, been given further assurances by telephone, relied upon those assurances, and then had the complaints team come back with an entirely contradictory position as though none of those conversations or the resolution ever happened.

At this point, the issue isn't simply the price.

It is the way this complaint has been handled.

If the information I was given by iD Mobile's representatives was incorrect, then I have been repeatedly misled by the company I am a customer of.

If the resolution given to me on 2 September was genuine, then why has it now apparently been withdrawn without explanation?

Either way, I deserve an answer.

I have now formally requested escalation and for the 11:53am call on 2 September, the relevant call recording and complaint notes to be reviewed.

I have also made it very clear that I am prepared to cancel my services and take the matter to the appropriate Ombudsman/dispute-resolution service if iD Mobile refuses to honour what I was told.

What I find particularly frustrating is that I have been more than reasonable throughout this process. I have given them every opportunity to resolve the issue, only to find myself having to repeatedly explain the same situation to different people while the latest response simply repeats information that was already available from the beginning.

I don't think that's acceptable customer service, and I certainly don't think that's how a complaints process should work.

So, iD Mobile, this is no longer simply about £42.99.

It's about what your staff told me, what I was led to believe had been resolved, and why your complaints team are now apparently ignoring that resolution.

I'm awaiting the next response.

Quick update: I’ve now formally requested a copy of the recording of the call, during which I was told that my contract would be amended to the price I had agreed to.

Apparently, the complaints team also can’t access the live chats conducted with their own team, so I’m hoping the telephone recording can at least establish exactly what I was told.

Let’s see where this one goes. 👀

Hi ​@KT86.

Thanks for your patience while this is looked into.

Thanks,

Marquerita

The iD Mobile Team