New Contributor

Solved

SIM upgrade not showing on account

Forum|Forum|1 year ago
May 2, 2025
8 replies
284 views

Last night I upgraded my SIM contract using a link on my account.

The upgrade is not showing on my plans and I'm not unsure if it has been processed or if it didn't go through.

Impossible to contact anyone via the chat. There are no agents available etc.

I do not want to have two ID contracts!

Could someone contact me please.

Best answer by Liesl

Hi M Zone

I tried for 30 minutes earlier to no avail. It did work just now though.

I haven't got the app but the agent I spoke to confirmed the order was showing "picking" so should be actioned. I assumed it would update my account straight away though?

MZone

Platinum  Contributor

I just clicked the live chat link, and after entering my info, I was connected to a live chat agent within seconds.

https://idmobile.co.uk/live-chat

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Siân W

iD Mobile Employee

Hi @Liesl do you have the iD app? Is your new plan showing on there?

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

L

LieslAuthorAnswer

New Contributor

Hi M Zone

I tried for 30 minutes earlier to no avail. It did work just now though.

I haven't got the app but the agent I spoke to confirmed the order was showing "picking" so should be actioned. I assumed it would update my account straight away though?

N

Natalie W

iD Mobile Employee

Glad to hear it worked for you @Liesl

It can sometimes take a little longer for the app to update.

Please let us know if you have any further issues.

Natalie

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

Nathan Etherton

Active Contributor

Hi just passed my 24 month phone contract now upgraded with id instead of carphonewarehouse

Previously new contract with carphonewarehouse.

Had both options upgrade to new phone or sim only ive gone with the upgrade sim option

Gone with the unlimited option 3 months £4.00 and rest at £16.00 for 12 months.

Gone to the end and asking to take 1p out the bank account this is still not happened not changed on account so is it upto 24 hrs to be changed its still giving options to upgrade so if it still showing why isnt it saying you have already upgraded but then will it only upgrade once even if you go through the upgrade option.

N

Natalie W

iD Mobile Employee

Hello @Nathan Etherton

Thank you for getting in touch.

We are sorry to hear of the issues you have faced when placing your order.

Has this now been processed?

Thanks,

Natalie

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

L

LMB1964

New Contributor

Upgraded via app, sim card received, activated today, only old plan which ends 9 May showing on app, new plan not showing ? I assumed by arranging all via app no need to update my original number as I want to keep it. Please help

Owethu M

iD Mobile Employee

Hi @LMB1964,

Please note that this may indicate a new account was created rather than an upgrade being processed.

To ensure this is reviewed accurately, we recommend contacting our Live Chat team so they can investigate your account in detail and clarify what has occurred.

Owethu