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Upgrade issue

Forum|Forum|1 year ago
March 24, 2025
12 replies
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I went through the upgrade process yesterday to increase my plan, as I have done before, but I have just received an email with a new account number and new mobile number.

It seems the upgrade has created a new account.

Best answer by Leffebeer

Hi,

The refund was because I never wanted a 2nd line and reported this immediately when the upgrade, that I did want, was changed by your system to a new line.

I never asked for it and never used it.

If you can look at this and sort it out please, that would be very helpful.

JoeKing

Silver Contributor

@Leffebeer Let me forward your issue to a member of ID Mobile staff. They get back in contact when they can.

Joe

Android OS 16 - Nothing Phone 2, (Samsung Galaxy S 25 Ultra Here to help, I do have a life. 😉

Matthew T

iD Mobile Employee

Afternoon @Leffebeer,

You’re right, looks like you’ve purchased a 2nd Line (£10 per month 120GB) with a new number. Please contact our Live Chat team here https://www.idmobile.co.uk/live-chat to cancel the new SIM plan.

I’d then call our Sales Team on 0800 049 0250. Select Option 1. to Upgrade your existing SIM plan to the best tariff available.

Thanks.

iD Community Manager

L

LeffebeerAuthor

New Contributor

Good evening,

16 days ago I went through the process of cancelling the 2nd line that was applied to my account with the Live Chat team, as advised. I even got them to double check that it was all cancelled, but today I have been charged for the 2nd line.

This needs sorting immediately!

Tyler C

iD Mobile Employee

Hey there @Leffebeer, we’re very sorry to hear that. We’d recommend re-contacting the live-chat to double check this for you if you reached out to them regarding this issue before.

If for some reason they can’t help, please let us know here, but contacting them will be the fastest method to resolve in this instance.

Thank you,

Tyler

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L

LeffebeerAuthor

New Contributor

Morning,

I went through the Live Chat again yesterday and they confirmed the account hadn't been closed.

I was told it this has now been done and a refund issued. Hopefully, this time it is correct. 🤞🏻

Tyler C

iD Mobile Employee

We’re glad to hear @Leffebeer.

Thanks,

Tyler

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L

LeffebeerAuthor

New Contributor

Hi,

I've had an email regarding the 2nd line cancellation, but it states there is a final payment that will be taken.

However, I was told I would get a refund in the fact it was never activated or used and ID were informed immediately of the issue.

I haven't seen any refund as yet.

Siân W

iD Mobile Employee

Hi @Leffebeer

Is this refund for line rental of the plan? Have you queried this with our Live Chat Team, or would you like for us to take a look at it from here?

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

L

LeffebeerAuthorAnswer

New Contributor

Hi,

The refund was because I never wanted a 2nd line and reported this immediately when the upgrade, that I did want, was changed by your system to a new line.

I never asked for it and never used it.

If you can look at this and sort it out please, that would be very helpful.

Kash M

iD Mobile Employee

Hi @Leffebeer,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Kash

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