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Community Member
BalajiR
Community Member
August 10, 2026
Question

upgrade offers vs new offers

  • August 10, 2026
  • 5 replies
  • 71 views

Ho was looking for upgrade. 

Why the offers I get is more expensive that for new customers.i have been with ID for about 5 years now and the customer loyalty is going down.

I might have to leave ID for better offers.

      5 replies

      iD Mobile Employee
      Marquerita T
      iD Mobile Employee
      August 11, 2026

      Hi ​@BalajiR.

       

      Thanks for your post. I understand how it can feel frustrating when upgrade offers appear more expensive than new‑customer deals.

       

      Please be advised that, as an existing paying customer, the upgrades shown to you are calculated by our system based on your current monthly plan and payment history.

       

      New‑customer plans can be cheaper because we don’t yet have a payment history for those customers, so promotional pricing is used to attract new business.

       

      Once your plan is eligible for upgrade, the system generates offers based on your existing line rental and usage, which can result in higher monthly prices than the headline new‑customer deals.

       

      Thanks,

      Marquerita

      The iD Mobile Team

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      New Contributor
      Andy_hehehe
      New Contributor
      August 29, 2026

      I came here to ask a similar question. I get that it's a common thing across mobile networks to entice new customers etc and it's all part of the game having to shop around.

       

      But follow my logic here - I'd get a much better deal as a new ID customer than by upgrading as an existing one. Is there anything stopping me from leaving ID and moving to the cheapest 1 month rolling SIM only contract I can find, then immediately cancelling that and coming back to ID as a 'new' customer??

      Active Contributor
      KT86
      Active Contributor
      August 29, 2026

      Same experience here. I have several lines with iD and was promised one thing when I upgraded, only to find they haven’t delivered on it at all. I feel completely misled — like the offer was just used to retain me.

       

      And this isn’t even the first time. I recently upgraded another line and that landed me with a huge bill too. I’ve spent hours trying to sort this through live chat and Messenger and am getting absolutely nowhere. After 5 years with iD, I’m seriously questioning why I’m staying.

      Gemma M
      iD Mobile Employee
      Gemma M
      iD Mobile Employee
      September 5, 2026

      Hi ​@KT86,

       

      I'm sorry to hear you've had this experience, especially after being with iD Mobile for so many years.

       

      I can completely understand why you'd feel frustrated if the offer you accepted isn't what you've ultimately received, particularly when you've already spent considerable time trying to get things resolved through Live Chat and Messenger.

       

      As we're unable to review sales agreements or account-specific offers here on the Community, we'd recommend contacting our Sales Team via Live Chat so they can review the details of the upgrade and discuss the options available to you.

       

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

       

      We appreciate your loyalty over the last 5 years and are sorry for the inconvenience and disappointment this situation has caused. Hopefully the team can review the matter and provide some clarity for you.

       

      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.
      Active Contributor
      KT86
      Active Contributor
      September 5, 2026

      Hi Gemma,

      Thank you for your response. Unfortunately, this is exactly the issue I have been trying to explain throughout this complaint.

      I have contacted Live Chat several times regarding this matter. I have spent a considerable amount of time speaking to different agents, including Sales/Live Chat, but the experience was extremely unhelpful. I was repeatedly told that they could not discuss or resolve the issue because I was not placing a new order. I was also unable to be transferred to a team that could properly investigate the upgrade and the price I had originally been offered.

      That left me in the rather ridiculous position of being told to contact Live Chat about an existing order, only for Live Chat to tell me they couldn't deal with it because it was an existing order.

      This is particularly frustrating because the issue isn't simply that I don't like the price I've ended up with. I have evidence of the price I accepted during the upgrade process, and I have raised the discrepancy repeatedly.

      I have now also been contacted by your Complaints Team, who reviewed the matter and advised me that iD Mobile would honour the price I originally agreed to. However, that has still not happened. My account/contract continues to show the higher price.

      Throughout this process I have been given several different figures, including £38.99, £42.99, £35.74 and £36.99, which has made it incredibly difficult to establish what I have actually agreed to. I was ultimately told that £42.99 was the correct contractual price, despite the fact that I had originally accepted the upgrade at £38.99 and your Complaints Team subsequently advised that the original agreed price would be honoured.

      So I have followed the recommended route, repeatedly. I have contacted Live Chat, Messenger and the Complaints Team, and I am still left with a contract that does not reflect what I was told I had agreed to.

      At this stage, sending me back to Live Chat isn't really a resolution. I need iD Mobile to actually implement what your Complaints Team has already told me would happen.

      I have been an iD Mobile customer for around five years and, frankly, the entire process of simply upgrading an existing contract has been unnecessarily difficult, confusing and misleading. I never expected that upgrading a phone would result in this much time and effort simply trying to establish what price I had actually agreed to.

      I will continue pursuing this until it is properly resolved, but I also think it's important that other customers are made aware of what can happen when upgrading through iD Mobile. I would hate for somebody else to make the same mistake I did — accepting an offer in good faith, only to find that the price subsequently changes and that they then have to spend weeks trying to get someone to take responsibility for correcting it.

      I hope iD Mobile will now look at the full history of this complaint and ensure that the price I originally agreed to, and which your Complaints Team has already confirmed should be honoured, is actually applied to my account.

       

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