Price plan cheaper as new customers than existing

Ridiculous.. Might have to go through carphone warehouse 

Hi ​@Keast  

Thanks for reaching out! I understand it can be frustrating to see discounts for new customers.

These offers are meant to make joining us easy, and I like to think you got a good deal when you first signed up. Our offers change regularly, so if you’re ever curious about current options or upgrades, please contact the Sales Team on 0207 1391 397 between 9am -6pm.

Thanks

Natalie 

Exactly this. Time to move on. I’ve just had the same experience: when I compared prices, I realised iD Mobile give better deals to new customers than to the ones who’ve been loyal for years. To make matters worse, my contract expired months ago, yet they kept charging me the same amount as when I was still paying off my phone.

It seems this has become standard practice across the industry. Unless we mark the end of our contracts in the calendar and switch providers every time, we end up overpaying. It’s insulting to existing customers, but sadly that’s how things work now.

I’ve already requested my PAC code to transfer my number (it is easy and takes just a minute), and I’m confident I’ll find a better deal elsewhere.

Hi ​@Keast  and ​@TJK , 

Please be advised that, as an existing customer, any upgrade offers available to you are calculated based on your current month-to-month payments. New customer plans may appear cheaper because there is no previous payment history to assess, which means their eligibility is calculated differently. 

When your current plan ends, the system reviews your payment history and generates upgrade options accordingly. These upgrade offers usually provide better overall value for existing customers, even if the monthly prices differ from those shown to new customers. 

 
~ Marquerita 

​@TJK I ended up going on CW having a browse and the day after they phoned me I must of entered sum details in night B4 either way ended up upgrading through them cheaper the direct through ID with no upfront  

Thanks for the reply, Marquerita, but this explanation doesn’t really hold up. The issue isn’t “payment history” — it’s that existing customers are being charged more than brand‑new ones for the same service. My contract ended months ago, yet I was still billed the same amount as when I was paying off my phone. That’s not “better overall value,” it’s simply overcharging.

If loyalty actually mattered, upgrade offers would be at least as competitive as new‑customer deals. Instead, the message we’re getting is: stay put and pay more, or leave and get a better price elsewhere. That’s why many of us are requesting PAC codes and moving on — because the so‑called “value” isn’t visible in our bills.

So, play the game! Unfortunately that’s the way it works across all the networks. You didn’t complain when you got the better deal when you first joined did you? 
 

​@TJK ​@Keast 

Personally all the network's that I've been on when the time came to upgrade I always got a better deal then a new customer. It's how you as a customer communicate. Likewise with ID Mobile as already stated their offers are to attract new business new customers. Even so one could try calling sale's this give you the opportunity to tell them what you've seen or would like within reason. At time's they do cut you a good deal communication is the key, if that fails and you don't like it there's other options with other networks.

Joe

The way I see it, the so‑called “new customer deals” aren’t really amazing bargains — they’re just the company’s normal, profitable price point. Everyone can get them if they switch, which means they’re not special at all. The problem is that those who stay loyal end up paying above that baseline, essentially being overcharged for the same service.

So when people say “you got the better deal when you joined,” that’s not quite right. As a new customer, I simply got the standard deal. The unfair part comes later, when loyalty means paying more than newcomers. That’s why so many of us mark contract end dates and move on — because the only way to get a fair price is to churn.

And on the “play the game” point — I’ve already said I requested my PAC code and am confident I’ll get a better deal elsewhere. So I am playing the game. The issue isn’t whether I understand how the system works, it’s that the system itself is backwards: loyalty costs more, churn gets rewarded. A pathological system.

​@TJK  I fully understand you but like I've mentioned there is a way to obtain a deal as an excexisting customer with all networks. But I'm not to sure if I'm allowed to mention it on here, as to date I've not seen as far as I can remember the method mentioned on here sorry. 

Joe 

I have just checked my deal as I am due an upgrade and just like everyone is saying I can get a much better deal by leaving and signing up on a new plan elsewhere so guess that’s what I will be doing as the saving will be just under £200 during the life of the contract 

Hi ​@ManlikeG,

Sorry to hear you’re feeling this way, I completely understand wanting to make sure you’re getting the best value for your money.

Just to give a bit of context, upgrade and existing customer offers are often tailored based on your account history with us, including things like your credit limit and what’s considered affordable on your account. New customer deals can sometimes look cheaper as they’re more “entry-level” offers for people who don’t yet have any history with iD Mobile.

It’s also worth keeping in mind that if you did decide to leave and take out a brand new plan with iD Mobile, you’d be given a new number. We don’t support transferring your existing iD Mobile number onto another iD Mobile account, so you’d either need to keep both plans running or lose your current number.

Before making a decision, it might be worth having a quick chat with our Sales Team to see what upgrade or alternative deals are available to you, they may be able to find something that works better for you. You can reach them here: https://www.idmobile.co.uk/live-chat 

Regards,

Gemma M

The iD Mobile Social Media Team

That’s a very strange answer to give me as I have changed contracts numerous times with different companies including three to three and always been able to port my mobile number using a pac code so I find it very strange that you are saying it can’t be done however I will certainly check the legality off this through ofcom because there is a massive difference in price keeping with my contract as is to changing to the exact same contract as a new customer. I feel this to be very poor customer service 

The "Port Back" Method: As described in this Reddit discussion, you can port your number to a different network (using a PAYG SIM), then port it back to your new contract with the original company. Easiest way to save money but terrible customer service for existing customers