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New Contributor
August 31, 2026

upgrade expense

  • August 31, 2026
  • 4 replies
  • 49 views

A new contract for an iPhone 15 including a belting charger is £29.99 monthly with £29 up front. This is considerably less that the same contract as an upgrade. Please can you let me know if I can have the better deal for an upgrade or ir I am better leaving id mobile? 

    4 replies

    Active Contributor
    September 1, 2026

    I’d be very careful before upgrading. I raised exactly this issue with iD Mobile because the upgrade offers were worse than what was available to new customers.

    I was then given a specific retention offer by an adviser, which I accepted — only for the price and terms to subsequently change. I’ve now spent around 10 days trying to sort it out, with hours wasted on chats, conflicting prices and still no resolution.

    I have screenshots of the offer I was given, yet I'm now being told something completely different.

    So my advice is screenshot absolutely everything before agreeing to anything. In my experience, the retention offer was enough to persuade me to stay, but what I actually ended up with was completely different.

    I have several lines with iD Mobile and have been a loyal customer for years. After this experience, I'm seriously questioning whether staying is worth the hassle.

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    September 3, 2026

    Hi ​@KT86,

     

    I'm sorry to hear about your experience.

     

    If you're still looking for assistance with the retention offer and the differences between what was discussed and what you've received, we'd recommend contacting our Customer Service Team via Live Chat so they can review the details with you.

     

    If you have screenshots or any evidence of the offer that was discussed, please keep these to hand as they may help when the team investigates.

     

    You can contact the team here: https://www.idmobile.co.uk/live-chat

     

    We appreciate the feedback you've shared and understand how frustrating it can be when expectations and outcomes don't appear to match. We hope you're able to get some clarity and a resolution from the team soon.

     

    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.
    New Contributor
    September 1, 2026

    That's very frustrating and you're right that you would expect to be rewarded for your loyalty not the opposite! 

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    September 3, 2026

    Hi ​@Whywon'tyouletmein,

     

    Thanks for your post.

     

    I can understand why you're questioning it when you've found a lower-priced deal for a new customer than the one being offered as an upgrade.

     

    New customer plans are generally based on our base deals, as those customers don't yet have any history with us. Upgrade offers for existing customers can differ, as they're based on your existing account and history with iD Mobile.

     

    Before making any decisions, we'd recommend contacting our Sales Team to see what options may be available on your account. They can discuss the upgrade plans available and advise whether there are any alternatives that better suit your needs.

     

    You can contact them via Live Chat here: https://www.idmobile.co.uk/live-chat

     

    We hope they're able to find an option that works for you and helps you make an informed decision about your next steps.

     

    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.