I’d strongly recommend screenshotting everything before agreeing to an upgrade.

I was given a specific upgrade price in writing, agreed to it, and then the price changed. I’ve since been quoted multiple different amounts, spent hours going back and forth with customer service, and still have no resolution.

My biggest warning is this: don’t rely on what you’re told in chat. Get screenshots of the offer, the tariff, the price and the data allowance before you agree to anything.

In my experience, they were very keen to offer me a deal to retain my custom — only for the price and terms to subsequently change.

I have several lines with iD Mobile and have been a loyal customer for years. The way this has been handled has completely destroyed my confidence in them.

Screenshot everything. Trust nothing that isn't backed up in writing.

Hi ​@MartaRuda, 

Thank you for reaching out, and I'm sorry for any confusion regarding the upgrade options available to you.

We'd be happy to help you explore whether there are any offers available beyond those currently showing in the app.

Please contact our Sales Team via Live Chat or by calling 0800 049 0250. They'll be able to review your account, check your eligibility and confirm the best upgrade options currently available to you.

If there aren't any suitable offers available and you'd prefer to leave iD Mobile, the Sales Team can also advise you on the next steps for requesting a PAC code.

We appreciate you giving us the opportunity to review your upgrade options and hope they can find a suitable offer for you.

Owethu