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Community Member
November 14, 2025
Question

Phone upgrade lie, awful customer service

  • November 14, 2025
  • 1 reply
  • 172 views

So despite being told over and over again by staff on here and over the phone, I just got a call after upgrading my sim only deal (24 months+ customer) to an iphone that I failed a credit check. I wasn’t aware that there was a credit check? There was no mention of this anywhere. I was told there aren’t for upgrades from sim only. Especially since im coming from being a ID Mobile customer for years and never missing a single payment.

    1 reply

    Zubeida H
    iD Mobile Employee
    iD Mobile Employee
    November 14, 2025

    Hi there ​@sgtpepper23 

     

    We are sorry to hear you’ve had that experience. To clarify, some upgrades from SIM Only to a handset can still require a credit check, but you should’ve been told this upfront by the advisers you spoke with. I’m really sorry that didn’t happen, and we understand how this may come as a surprise. 

    If you’re happy to send us a private message via our  Socials (Facebook or Instagram), Live Chat, Community or email us at socialqueries@idmobile.co.uk, I’ll take a closer look at what happened with your upgrade and the credit check result and then the sales department can see which offers would suit you best. 

     

    Thank you. 

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