Hi ​@Taxi driver,

I am so sorry to hear of the issues that you are facing with your upgrade. 

If you’ve been given a new number after what you thought was an upgrade, it usually means the order was actually processed as a new plan rather than an upgrade on your existing account. That’s why a new number has been issued.

In this situation, you would need to:

• Return the new order (if you’re still within the returns period)
• Then complete a correct upgrade on your existing account, ensuring your current number is selected/retained during the process

Just to clarify as well, we’re not able to:

• Transfer numbers internally between two separate iD Mobile accounts
• Merge two iD Mobile accounts together
• Move a number from a new plan onto an existing contract once it’s been set up

Once the return is processed, the team can help you place the upgrade correctly so your original number is kept.

Regards,

Gemma M

The iD Mobile Social Media Team

I have 2 queries.  1. I Upgraded my sim only  to a pay monthly  contract. Dpd messed up the delivery and I  only received my  phone yesterday  30/06/26  instead of 26/06/26. As I am 72 I had to wait for my daughter to set it up for me in the evening but I can't transfer my number to my new phone. This is on an esim 2. I  didn't receive my phone until 30th June but my Upgraded contract seems to run from the 25th June.

Hi ​@Kestrel,

We're sorry to hear about the issues you've experienced with your upgrade and the delay to your delivery. We understand how inconvenient this must have been.

Your upgraded contract becomes active from the date the upgrade is accepted, rather than the date you receive or set up the new phone. This is why your new contract has started from 25/06/26.

Regarding your number not transferring to your new eSIM, and if you'd like to discuss any charges resulting from the delayed delivery, we'd recommend contacting our Customer Service team via Live Chat. They'll be able to investigate both issues, help get your eSIM working correctly, and review whether any billing adjustments are appropriate.

Regards,

Gemma M

The iD Mobile Social Media Team