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Hi ​@Lf1984, 

Thanks for getting in touch.

To clarify, if you wish to upgrade and keep your existing number, this needs to be completed as an upgrade through iD Mobile. We do not support an internal “new customer” style switch, so new customer deals are not transferable onto existing accounts. This is why you may see different pricing online compared to the upgrade offers shown in your app.

New customer promotions are set separately as they are designed specifically to attract new connections, whereas upgrade pricing is based on existing account terms, usage history, and eligibility checks.

Please note that iD Mobile does not price match online or third-party new customer offers.

That said, our Sales Team can absolutely review your account and check what upgrade options are currently available to you, as there may be additional offers not shown in the app. You can contact them via Live Chat or by calling 0800 049 0250 and they’ll be happy to assist you further.

Owethu