where is my incentive to stay with id mobile.

Forum|Forum|19 days ago
August 22, 2026
4 replies
46 views

Im due to upgrade my phone etc. The upgrade I want is £5 a month more expensive then a new customer.. where's my incentive constantly.. been with id now for over 8 yrs, my wife, son and daughter are all on id.. i think this my be my last..

Where's the customer loyalty. But then big companies don't care, would rather lose a customer just to maybe gain a new one just dont get it.. .

Best answer by Decembersangel72

Hi @Wozzat14

You have 2 options here:-

Option 1
Contact the iD Mobile sales team on 0800 049 0250 to discuss if the upgrade is available for the same price to you as it is for a new customer as they can advise you if it is possible.

Option 2
Move to another network for 1 month (e.g. SMARTY who also connect to the THREE network and are comparative in £ for their plans) on a SIM only plan and then swap back with the deal you have found as a ‘new’ customer.

Unfortunately, customer loyalty is no longer a priority for companies as it is now so easy for customers to compare and change, especially with all the options available and the ease with which to do so using the internet. Whereas, previously there was only a few major companies to choose from and hence they ‘needed’ to keep their loyal customers happy.

Good luck x

Decembersangel72Answer

Gold Contributor

Hi @Wozzat14

You have 2 options here:-

Option 1
Contact the iD Mobile sales team on 0800 049 0250 to discuss if the upgrade is available for the same price to you as it is for a new customer as they can advise you if it is possible.

Option 2
Move to another network for 1 month (e.g. SMARTY who also connect to the THREE network and are comparative in £ for their plans) on a SIM only plan and then swap back with the deal you have found as a ‘new’ customer.

Unfortunately, customer loyalty is no longer a priority for companies as it is now so easy for customers to compare and change, especially with all the options available and the ease with which to do so using the internet. Whereas, previously there was only a few major companies to choose from and hence they ‘needed’ to keep their loyal customers happy.

Good luck x

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Owethu M

iD Mobile Employee

Hi @Wozzat14,

We're very sorry to hear how disappointed and frustrated you are, particularly after being with iD Mobile for over eight years and having multiple members of your family with us as well. We completely understand why seeing a lower price advertised to new customers would make you question the value of remaining with us.

New customer offers and existing customer upgrades are based on different offers and eligibility criteria, so unfortunately we're not able to price match a new customer deal against an existing customer's upgrade.

However, we'd really appreciate the opportunity to see what options are available to you before you decide to leave. Our Sales Team can review your account and check the upgrade offers currently available to you, including whether there are any more competitive alternatives.

Please contact our Sales Team via Live Chat or by calling 0800 049 0250, and they'll be happy to review your options.

We're sorry that you've been left feeling that your loyalty hasn't been recognised, and we appreciate you taking the time to share your feedback with us.

Owethu

W

Wozzat14Author

New Contributor

Thanks fornthe reply... what you have just said about not being able match upgrade and new customer offers is not correct...I contacted customer services through chat and they have matched if not bettered theboffer to upgrade..

It would save so much hassle, just to offer the same deals..

M

Marquerita T

iD Mobile Employee

Hi @Wozzat14.

Thanks for coming back to us, and for sharing that.

We understand that your experience with chat may have been different this time, and we're sorry for any confusion caused.

While new customer offers and upgrade offers are generally assessed differently, our Sales Team have full visibility of your account and the offers available, and are best placed to review your options directly and make sure you're getting the best possible deal as a loyal customer.

I hope this clears everything.

Thanks,

Marquerita

The iD Mobile Team

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