Hi ​@strachapele,

We're sorry to hear you're having trouble upgrading your contract.

If the SIM only upgrade page isn't loading, this may be a temporary issue with the website or your account. As this is a sales-related query, we'd recommend contacting our Sales team who can review the available options and help complete the upgrade for you.

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

We apologise for the inconvenience caused and hope this gets resolved for you quickly.

Regards,

Gemma M

The iD Mobile Social Media Team

Same problem as original poster.     Neither upgrade page on phone app or web page would load.

Tried to resolve via live chat …… what a waste of time that turned out to be …… over 20 mins with terrible gaps in response time from ID Mobile agent …… questions clearly designed simply to hold you up ….. eventually think you’re getting somewhere …… only to be subjected to a sales pitch for accessories …… finally told agent would arrange a phone call from sales team as agent couldn’t confirm upgrade.

Agent asked when time for call would be suitable …. told them 2pm …… got call next morning at 10am.

Then subjected to process of having to receive text message with passcode ….. then email with electronic document to be viewed and signed ….. only problem, when i ticked the confirm box and ‘submit’ ……. nothing happens!!

Infuriating ….. so much so cancelled the upgrade.

Absolutely terrible process for something that should, and usually is, a simple upgrade.

If there is an ongoing problem with the upgrade page, simply fix it or remove the option from both app and web.

Hi ​@Madwan 

I am sorry that you have had an issue with the upgrade page and that the system is not working as expected. We do apologise for the inconvenience this has caused.

If you are looking to upgrade and are experiencing issues, I would advise contacting our Sales Team on 0800 049 0250, who will be able to assist you further with your query.

-Michael Z