upgrade issue - e-sim and previous plan

2 replies
35 views

I upgraded to a sim only package but looks as though I’m still paying for my previous contract and now have 2 numbers

Simoak

Helpful Contributor

@Annaliese Hiya 👋 now when you upgraded to the esim did you upgrade early ? If you did it will explain why ! Instead of me explaining to you why phone 0800 049 2376 and they will explain everything to you thats easy to understand ! .. thats what i did when i upgraded my phone contract and there really good and will help you !

Gemma M

iD Mobile Employee

Hi @Annaliese,

Thanks for getting in touch.

From what you’ve described, it sounds like a new SIM-only plan may have been taken out rather than an upgrade to your existing contract, which would explain why you now have two numbers and are still being charged for the original plan.

Please contact our Live Chat team so they can review both plans and confirm exactly what has happened: https://www.idmobile.co.uk/live-chat

If necessary, they can assist with returning the new plan and then direct you to our Sales Team so you can complete the SIM-only upgrade correctly while keeping your existing number.

Regards,

Gemma M
The iD Mobile Social Media Team

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