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CharaH
New Contributor
Oct 27, 2026 9:42 AM UTC
Question

My new plan not upgrading

Hi,Bought new plan but I can’t upgrade. I also need to change few other details as I recently divorced and my some other details need changing. I’ve already updated my direct debit account but unfortunately keep receiving I will be paying £10 instead of new plan should be £5. 
Still receiving texts saying “Paul” who is my ex husband instead of my name. 
I bought this new plan supposed to be fixed contract for 2 years. 
Please someone help me. It’s getting so frustrating, keep going in same circle and nothing updating. 
 

    3 replies

    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Oct 28, 2026 6:47 PM UTC

    Hi ​@CharaH.

     

    Thank you for sharing. I’m so sorry for the frustration you’ve had trying to get this sorted. 

     

    As the contract was originally taken out in your ex-husband’s name, it has to remain in his name, as we’re unable to transfer ownership of an account to another person. This is also why the messages are still addressed to him, and why the details you’ve updated haven’t changed the account.

     

    Thanks,

    Marquerita

    The iD Mobile Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    CharaHAuthor
    New Contributor
    Oct 29, 2026 9:19 AM UTC

    Hi Marquerita, 

    thank you for your reply. I notice that I have been charged from updated debit card which is good but I have been charged twice. Could you please return my £10 as I’m on new plan and I should be charged £5 for six months than £10 for another year and half 

    I bought a plan which includes 2 years contract. 
    Looking forward to hearing from you. 

    Warm regards 

    Chara

    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Oct 30, 2026 6:13 PM UTC

    Hi ​@CharaH.

     

    Thank you for sharing. I’m sorry to hear you’ve been charged twice. So that we can review your billing properly and get this corrected, please contact us directly.

     

    Our team will be able to check your account securely, confirm the charges you’ve been billed, and make sure your plan is showing at the right price of £5 a month for the first six months, then £10 a month for the remainder of your 24-month contract.

     

    You can reach us on:

    • Live chat: https://www.idmobile.co.uk/live-chat
    • Social media: message us on Facebook or Instagram

    For your security, please don’t share personal or account details in this thread.

     

    Thanks,

    Marquerita

    The iD Mobile Team

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

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