Community Member

Upgrade

Forum|Forum|10 days ago
September 21, 2026
4 replies
26 views

I am exclusively due an upgrade but when looking I have noticed that I would be paying more as an existing customer than a new customer? Which does not make sense as I could leave and re join. I have also looked elsewhere which is cheaper so could look to leave unless I can get a better deal. Please could you look into this for me?

K

KT86

Active Contributor

Honestly, based on my experience, I’d look elsewhere.

I’ve recently tried to negotiate a better deal on an upgrade with iD Mobile and what should have been a straightforward process has turned into weeks of absolute nonsense. I’ve been passed between teams, given contradictory information and repeatedly told different things.

I’ve now had to submit a SAR to obtain the call recordings, live chats and internal records because I’ve been given so much conflicting information.

I’ve been a long-term customer and I have never experienced anything like this. The way this has been handled has been an absolute disgrace, and I certainly wouldn’t recommend iD Mobile based on my experience.

Have a look through my thread if you want to see exactly how it has played out.

Gemma M

iD Mobile Employee

Hi @KT86,

Thanks for getting in touch. I understand your concerns, particularly if you’ve found new customer deals or deals elsewhere that are cheaper than the upgrade options currently showing.

We’d recommend contacting our Sales Team via Live Chat, who can check the upgrade options available to you and see if there’s a more suitable deal they can offer.

https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

K

KT86

Active Contributor

Hi Gemma,

I think you’re missing the point. I have already been through your Sales and Live Chat teams, and that is precisely where this problem started.

I would strongly encourage anyone reading this thread who is considering an upgrade to read my experience before contacting Sales. What should have been a straightforward upgrade has resulted in weeks of contradictory information from multiple members of staff, both via Live Chat and telephone.

I have the evidence to support what I was told, and I am now obtaining the full records through my SAR.

So yes, customers can contact Sales, but they should also be aware of my experience before doing so. I certainly wish I had been.