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Dorotago
Community Member
Oct 27, 2026 9:27 AM UTC
Question

new plan with old nimber

Hi, I recently ordered a new plan, but I received a SIM card with a new phone number. I intended to keep my old number by upgrading my existing account, not by taking out a second contract. Since I am within the 14-day cooling-off period, I would like to cancel this new contract so I can properly upgrade my original account and keep my old number. Could you please help me with this

    1 reply

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 28, 2026 8:07 PM UTC

    Hi ​@Dorotago,

     

    Yes, as you're within the 14-day cooling-off period, we'd recommend contacting the point of sale where the new plan was purchased and requesting that the new contract be returned/cancelled.

     

    As you've discovered, taking out a new iD Mobile contract creates a new account and number. Unfortunately, iD Mobile doesn't support internal number transfers between two iD Mobile plans, so if you want to keep your existing number, you'd normally need to upgrade your original account rather than open a second contract.

     

    Once the new plan has been cancelled, you can then look at upgrading your original account and retaining your existing number.

     

    If the order was placed directly through iD Mobile, please contact our Live Chat team for assistance: https://www.idmobile.co.uk/live-chat 


    Regards,


    Gemma M
    The iD Mobile Social Media Team

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