Unable to change Plan

Forum|Forum|3 months ago
May 31, 2026
2 replies
23 views

I am on a PAYG Plan.

Every month it expires and I then manually renew for another month. However I want to change this to a monthly plan on a Direct Debit so that it automatically renews.

I spoke to customer service via live chat last month and after a lot of mis-information, they escalated and said that it would be resolved and my plan would be amended. Nothing has happened and my plan remains about to expire again. (I had to keep pushing back against the ‘standard’ answers when they told me to do things, as they didn’t work or even match what they told me).

In the app, when I go to ‘upgrades’ is says ‘Sorry you can’t upgrade. You are currently on a PAYG plan. Change to a Pay Monthly phone or SIM only deal at idmobile.co.uk’

When I visit the website and go to upgrades. I get exactly the same message ‘You are currently on a Pay As You Go plan.Change to a pay monthly phone or SIM only deal at idmobile.co.uk.’ - Yet I am viewing this from that website so seemingly this seems impossible?!

My last online chat took me 90 minutes with long waits between messages, and I do not wish to go through that again. Perhaps it’s easier to just leave IDMobile and take my number with me elsewhere?

Is there actually a way to change my plan? (Without having to call and spend ages on the phone).

N

NickDzAuthor

New Contributor

So to follow up, I spoke to customer support via chat, this time they said there is no way to change from PAYG, so the first chat I had was a total waste of time with them. Pretty poor service and instead I;m leaving for another provider who can actually help and not waste my time with incorrect information.

Z

Zandile M

iD Mobile Employee

Hi @NickDz

Thank you for sharing your experience, and I'm sorry to hear about the frustration and inconvenience this has caused.

I appreciate that you've spent a significant amount of time trying to resolve this and that you received conflicting information from our support teams. I understand how disappointing it must have been to be advised that your request would be resolved, only to later be informed that this was not possible.

Unfortunately, PAYG plans cannot be converted directly to a Pay Monthly plan on the same account. To move to a Pay Monthly SIM-only or handset plan, a new Pay Monthly account would need to be taken out separately. I apologise if previous advice suggested otherwise.

I also appreciate your feedback regarding the time spent on live chat and the inconsistent information provided. This is not the level of service we aim to deliver, and your comments will be shared with the relevant teams for review.

Should you decide to leave iD Mobile, you can request a PAC to transfer your number to another provider. However, if you would like to discuss Pay Monthly options with us before making a final decision, we'd be happy to help.

Thank you,

Zandile m

The iD Mobile Team

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