Hi ​@ZacPar5, 

Thank you for getting in touch. 

Kindly be advised that if you already have an existing iD Mobile plan and you took out a new iD Mobile plan from our website or from a third party website, it's not classed as an upgrade. It's simply treated as a new plan, even if you're eligible for an upgrade. You'll also be unable to keep your existing iD mobile number in this way as we are unable to transfer plans and mobile numbers across internally.

This will mean you have two mobile numbers and two contracts active with two payments monthly or you may keep the new contract and cancel the old contract however,  you will have a new mobile number.

Thanks, 

Anneline

Thanks for this information and I had cancel the present plan and also cancelled the new plans and direct debit because you could not transfer the present number internally which is surprising.

Hi ​@ZacPar5, 

Thank you for your response. I am sorry to hear that you’ve decided to cancel both plans due to this. 

We appreciate the feedback you’ve given, as your experience helps us improve going forward. 

If you require further assistance, please feel free to reach out to us and we’ll be happy to assist you!

Thanks, 

Anneline

Hi Anneline,

I had received the new plan sim ordered. But I have not opened and I will return it back as it is or advise what to do. I have cancelled the direct debit. So you also please cancel from your end.

Many thanks,

Zacharias Parambi 

Hi ​@ZacPar5 

Thank you for getting in touch with us. 

We wouldn't recommend cancelling your Direct Debit at this stage, as this could result in missed payments being recorded while your account is still active.

Please send us a private message via our socials (Facebook or Instagram) so we can process the return from our end and ensure everything is handled correctly. Once the return has been completed, we'll be able to advise you on any next steps regarding your plan and billing.

Thank you,

Zandile M

The iD Mobile Team 

Hi Zandile,

My present direct debit is active. But the new one started only I cancelled because I am sending back the sim as it is. Because you cannot take two payments as my present contract ends only on 14th August and.

Many thanks,

Zacharias Parambi 

Hi ​@ZacPar5 

Thank you for the update.

Please send us a private message via our socials (Facebook or Instagram) so that we can look into your account and advice you accordingly.

Thank you,

Zandile M 

The iD Mobile Team 

I already send through facebook and no response 

Hi ​@ZacPar5,

I am sorry to hear that you have not received any response as yet. 

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

We'll speak to you there.

Thanks,
Tashnieka