Hi ​@Lauramyers 

Thank you for getting in touch with us.

I’m sorry for any confusion regarding the upgrade options available on your account. I understand you would like to upgrade your second contract to match your existing one without paying more for the same device and plan.

Upgrade offers can sometimes vary depending on eligibility, timing, and available promotions, which is why you may be seeing different options.

To explore the best available deal for you, we recommend contacting our Sales Team, who will be able to check your account in detail and offer the most suitable upgrade options. You can reach them on 0800 049 0250.

Thank you,

Zandile M

The iD Mobile Team 

Thank you I contacted the team and got a deal which almost matches. I tried to do both on the same day and was not giving me the same options. Which I don't think is right. The lady I spoke to over live chat was amazing and I'm happy with what I have got although disappointing to not be able to upgrade both at the same time like for like. 

Hi ​@Lauramyers 

Thanks for getting in touch and for sharing your experience with us.

I’m really glad to hear our live chat team was able to help you secure a deal you’re happy with, and I’ll make sure your kind feedback about the advisor is passed on.

I’m sorry to hear you weren’t able to upgrade both lines on the same day with the same options. I completely understand how that would be frustrating, especially when you were trying to match them like for like. In some cases, upgrade offers and availability can vary depending on timing, eligibility, and the specific account/line being processed, which can unfortunately affect what’s shown when trying to do multiple upgrades together.

That said, I appreciate this isn’t the experience you expected.

Thank you,

Zandile M 

The iD Mobile Team