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Question

upgrade


How come it’s more expensive for me to upgrade my phone to a iPhone 13 than it is for a new customer? 
To upgrade it’s £30.99 a month whereas a new customer is £24.99? 

10 replies

MZone
Platinum 
Contributor
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  • Platinum 
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  • 1213 replies
  • June 5, 2025

@j_turner sometimes new customers get better deals than existing and vice versa. Standard industry practice i’m afraid.

You can try calling the sales team on 02071391397 between 9am-6pm Monday-Friday, and they should be able to help further.


Diane Large
Active Contributor
  • Active Contributor
  • 8 replies
  • June 5, 2025
j_turner wrote:

How come it’s more expensive for me to upgrade my phone to a iPhone 13 than it is for a new customer? 
To upgrade it’s £30.99 a month whereas a new customer is £24.99? 

 

 

Yes that what I want to no , I have looked to upgrade and the phone I want is £21.99 a month for 24 months , but I have been on comparison site and can get same phone with id mobile for £14.99 this is ridiculous when a loyal customer 


  • Author
  • New
 Contributor
  • 1 reply
  • June 6, 2025

I just rang them and they didn’t offer me any other deal and just said it’s to entice new customers and from what he said the only issue I’d have if I cancel my contract when it runs out would be that I couldn’t keep my number if I took out a new contract with ID mobile. I could keep it if I went to another network. 
so thanks and bye ID mobile. 👋 


Diane Large
Active Contributor
  • Active Contributor
  • 8 replies
  • June 6, 2025

Thank you but I also rang them today and got the same answer , I told them it's discussing if you been a loyal paying customer 


andewhite
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  • 12418 replies
  • June 6, 2025
Diane Large wrote:

Thank you but I also rang them today and got the same answer , I told them it's discussing if you been a loyal paying customer 

Did they care?


Diane Large
Active Contributor
  • Active Contributor
  • 8 replies
  • June 7, 2025

No not at all 


Siân
iD Mobile Employee
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  • iD Mobile Employee
  • 1376 replies
  • June 7, 2025

Thanks for reaching out ​@Diane Large  and ​@j_turner ! 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 deals do change on a regular basis, so it is worth keeping as eye on your upgrade offers, or speaking again with our Sales Team.


Diane Large
Active Contributor
  • Active Contributor
  • 8 replies
  • June 7, 2025

Why would I want to speak to your team again didn't want to no when I rang yesterday not the way to keep customers is it I have found a deal what you are offering a new customer with another net work 


I totally understand, this happened to me yesterday, not helpful sales team, no benefit of being a loyal customer and staying with ID mobile! Why would we recommend this service or product, let's get new customers in, then once your in, don't try and keep them🤔, great business ethic 🙄


  • New
 Contributor
  • 2 replies
  • June 7, 2025

I always cancel, take my number to another network for a month, take out a new ID deal, cancel and bring my number back. It's stupid to do and shouldn't be that difficult but unfortunately 'new' customers get the best deals so need a work around