Hi ​@P1nky ,

I’m really sorry for the experience you’ve had, being excited about an upgrade and then asked to change phones and even cancel the order is incredibly frustrating. 
Quick Steps to Sort This Out:

Check Upgrade Status
Open the iD Mobile app or go to my.idmobile.co.uk → Plan → Upgrade to see your current eligibility.

Retry the Order
Clear your browser cache or use a different device.
Ensure your billing name and address match your card details exactly.
 

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If you just want to adjust allowances without a new phone, go to Help & Advice → Plan Changes.

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Lamiya

The issue isn't technical (unless you count the app nit actually offering valid options), but is due to the nonsensical rules ID have put on upgrade options. I cannot upgrade from my current SIM only contract to any kind of decent phone, only go for a new contract, with all the insanity that goes with retaining the number I have had for over 15 years.

The restrictions are arbitrary to say the least. Even if I wanted to upgrade to a hypothetical contract of £1m per month, with £5m up-front, it would be refused. How any business survives by restricting customer choice for no reason is beyond me.

Following the advice of the customer service person, I re-submitted the order (without the discount which has now expired), and that too was declined for "tiering" reasons. When I challenged the tiering logic, I was told that I didn't qualify to move tiers due to a credit check failure, yet I can verify that no credit check was carried out. As a result of the dishonest statement, this has now become a formal complaint matter, but I fully expect it to be waved away as too awkward.

The whole thing was started by iD offering an upgrade through the account management app, so there really is no logical excuse here. This "tier" nonsense would appear to be a vague cover for a bait-and-switch operation, which is a rather different matter. I sincerely hope that this is not the case, but I will wait to see what happens.

The eligibility visible to us as lowly customers does not take the arcane "tier" structures imposed into account. As such, the offer is still being shown to me (albeit minus the Black Friday offers that have expired), but I am not able to take advantage of the offer.

With a little luck, taking this to a formal complaint may at least prevent others from going through this frankly idiotic system, where an offer is made, accepted in good faith, then rescinded for the most flimsy of reasons.

Just to provide an update should anyone else be trying to upgrade from a SIM-only contract, the complaints team have gone over the T&Cs with a fine-tooth comb, and cannot find anything about the “upgrade tiers” in there. As such, it is possible that the enforcing of these tiers is not only suspect as a business practice, but may be suspect on legal/contractual grounds. This has now been passed to the group head office for investigation, and to obtain some kind of explanation for this unusual practice. I have been advised that there should be an update on this within 48 hours.

Having had an explanation provided of how these tiers work, I have found that it would take 3 upgrade cycles (so 6 years) from now to able to migrate from a SIM-only to a flagship device on a full provision contract. Were I to take this concept to my employer’s executive board, I would expect to be asked to avoid being hit by the door on the way out, and to hand in my office pass as I leave the building.

​@P1nky  Thank you so much in keeping us all updated on this matter.

Be very interested to find out the final outcome. 

Joe

It would seem that the final word is that the upgrade system is like that, and is not going to change any time soon. This matter was taken as far as possible, and I have been promised a formal explanation of how it works.

If I want to "upgrade" from a SIM only contract, I have to go for a whole new account, and also have a third party account to transfer my number to, just to transfer it back. It was confirmed that there is no technical reason for this, so can only assume that Curry's group are no longer interested in retaining customers.

I received another call today to explain that the option of upgrading from SIM-only to a "high tier" device is simply not available. It was also commented that according to one system, my contract has only been in place for 5 months (which is incorrect, it has been a rolling monthly one for 5 months).

When I pointed out that this was now the third excuse given for the offer being withdrawn, I got my fifth apology from an agent, and still no meaningful information. I have stated that I am happy to accept that the offer should not have been made, and asked that the system be fixed so that invalid offers are not put to customers. Had the offer not been made (while I was logged in to my account), none of this would have been necessary. The complaint is being kept open until some details as to the source of all this nonsense can be provided, and not just a verbal "sorry".

You are absolutely right. Went through the sane scenario as I wanted better deal than was shown in my online account so thought I chat with an agent. They said I cannot upgrade to a pixel 10 pro xl because I was on sim only and will have to get a new contract, No thank you. 

 It's a ridiculous system and practice which should not be allowed. Other companies do a credit check and if you fail the credit check you can't get the contract which is understandable but not letting the existing customers upgrade to the phone of their choice is very strange practice. 

For the same reason u would be leaving ID mobile as well because I think it's unfair and weird policy. Even if I have to pay couple of pounds extra with a different provider I wouldn't be staying with I'd mobile. 

Last time I bought s22 ultra with giff gaff without any sim or data plan. No issues whatsoever ever as they offered payments through klarna and credit checks were successfull because my credit history is good. 

Hi ​@hasham786 

I’m sorry to hear that you experienced issues when trying to upgrade, and we really appreciate your feedback.

We will take this on board and look into it so we can improve our upgrade process going forward.

-Michael Z