Poor retention, expensive upgrades

Forum|Forum|7 days ago
September 3, 2026
4 replies
27 views

Why are my upgrade offers £10 plus more expensive than the offers for new customers, I assume ID are not interested in retention??

Best answer by Marquerita T

Hi @Johnpaulc1990.

Thanks for your post.

Please be advised as you are already a paying customer the upgrades made available for you would be systemically calculated from what you were paying on a month to month basis whilst a new customer plan are cheaper due to the fact that we do not have history with them.

Therefore, their plans are cheaper so we cannot assess if they are able to pay the smaller or bigger amounts where as the upgrade are then calculated from system once the plans expire, if you upgrade you offered generally more than the new customer on a cheaper plan.

Thanks,

Marquerita

The iD Mobile Team

M

Marquerita TAnswer

iD Mobile Employee

Hi @Johnpaulc1990.

Thanks for your post.

Please be advised as you are already a paying customer the upgrades made available for you would be systemically calculated from what you were paying on a month to month basis whilst a new customer plan are cheaper due to the fact that we do not have history with them.

Therefore, their plans are cheaper so we cannot assess if they are able to pay the smaller or bigger amounts where as the upgrade are then calculated from system once the plans expire, if you upgrade you offered generally more than the new customer on a cheaper plan.

Thanks,

Marquerita

The iD Mobile Team

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J

Johnpaulc1990Author

New Contributor

Thanks for your response,

However, your explanation does not address the central issue. I understand that upgrade offers may take a customer’s existing plan and payment history into account, but that does not explain why an existing, paying customer is not being offered the same for an equivalent handset and plan, my upgrade options are more than £10 extra per month compared with a brand-new customer.

This pricing appears to disadvantage loyal customers. An established payment history should demonstrate reliability, not result in a higher price. The suggestion that new customers receive cheaper plans because iD Mobile has no history with them is not a satisfactory explanation and appears contradictory.

Please provide a clear explanation of:

1. Whether iD Mobile deliberately charges existing customers more for upgrades than new customers for equivalent deals.

2. Why existing customers are not eligible for the same promotional pricing.

3. What specific steps you can take to match the new-customer price or otherwise resolve this discrepancy.

I am not requesting preferential treatment. I am requesting equal and transparent pricing. If iD Mobile cannot offer the same deal, please explain precisely why and provide the best equivalent upgrade price available.

J

Johnpaulc1990Author

New Contributor

Please answer, not with the generic reply as above I’ve read the exact same reply for other existing customer posts.

Gemma M

iD Mobile Employee

Hi @Johnpaulc1990,

Thank you for taking the time to explain your concerns.

We appreciate why you'd be frustrated when comparing upgrade prices with those available elsewhere. However, we're unable to change or manually override the offers that are available on an account through the Community.

If you'd like to discuss your options further, we'd recommend contacting our Sales Team, who can review your account and advise on any deals that may be available to you.

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

While we can't guarantee that a specific offer can be matched, the Sales Team will be able to discuss the options currently available and help you find the best deal for your circumstances.

Regards,

Gemma M
The iD Mobile Social Media Team

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