Question

upgraded Phone Contract and new number

Forum|Forum|9 days ago
June 10, 2026
2 replies
13 views

Skizza123
Community Member

Good evening iD,

Recently I upgraded my phone contract to 60 GB a month for £10. I was under the impression this would be a simple admin change on your end to increase my plan and change my DD details. However I have now received an email saying my number is going to change. I believed that as I was already with you I would not need to jump through any hoops to get a PAC and retain my own phone number. Is there a way to keep my current number or prevent me from changing to this new number after my phone contract order has now been processed?

Kind regards,

Sam

M

Math
New Contributor
Forum|Forum|9 days ago
June 11, 2026

I have upgraded successfully last year and kept my number. I would get in touch with ID and tell them that you need to jeep your number. Good luck!

Like

+11

Gemma M
iD Mobile Employee
Forum|Forum|6 days ago
June 13, 2026

Hi @Skizza123,

We're sorry to hear about the confusion.

From what you've described, it sounds as though a new plan may have been taken out instead of an upgrade, which would explain why you've been allocated a new mobile number.

We'd recommend getting in touch with our Customer Service team via Live Chat as soon as possible. They'll be able to check exactly what's happened and, if necessary, arrange for the new order to be returned and guide you through the correct upgrade process so you can keep your existing number.

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

Regards,

Gemma M

The iD Mobile Social Media Team

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