Skip to main content
Question

why am i having problems to upgrade?

  • October 9, 2025
  • 24 replies
  • 226 views

Forum|alt.badge.img

Im due a phone upgrade but when i go to upgrade my phone it wont let me do it

24 replies

Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 9, 2025

Hi there ​@hannahmcnulty, what happens when you try to upgrade please?

 

Thanks,

Tyler


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 9, 2025

My phone just goes onto a blank white screen 


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 9, 2025

My phone just goes onto a blank white screen is there any chance someone can ring me and i do my upgrade over the phone 


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 9, 2025

Hey there ​@hannahmcnulty, please call our Sales Team on 0207 1391 397 between 9am-6pm, Monday-Friday.

 

Thanks,

Tyler


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 9, 2025

And i will br able to upgrade with them? 


Tyler C
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 9, 2025

Hi there ​@hannahmcnulty, yes of course.

 

Thanks,

Tyler


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 10, 2025

Is the number free to call off a mobile 


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 10, 2025

Is the number feee to call on a mobile?


Forum|alt.badge.img+5
  • iD Mobile Employee
  • October 10, 2025

Hi ​@hannahmcnulty,

The call should be free when calling from your ID mobile number.

-Isa🎀


JoeKing
Silver Contributor
Forum|alt.badge.img+11
  • Silver Contributor
  • October 13, 2025

Im due a phone upgrade but when i go to upgrade my phone it wont let me do it

@hannahmcnulty  Hopefully a good day for you, did you manage to get your upgrade sorted out over the phone?

 

Thank you

 

Joe 😃


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

No luck as i couldnt get through 


Kash M
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 13, 2025

Hi ​@hannahmcnulty,

The team available Monday-Friday 9am-5pm.

Please can you try calling the team again and let us know how you get on.

 

Kash


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

Yeah i will try again today 


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

No luck again i was on the phone waiting to speak to aomone for a good 15 mins. 


andewhite
Platinum 
Contributor
Forum|alt.badge.img+26
  • Platinum 
Contributor
  • October 13, 2025

Im due a phone upgrade but when i go to upgrade my phone it wont let me do it

How do you know you are eligible for an upgrade from iD Mobile, ​@hannahmcnulty


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

Becausr it came up on my phone that i was due an upgrade on the 5th october 2025 which was last sunday 


Kash M
iD Mobile Employee
Forum|alt.badge.img+24
  • iD Mobile Employee
  • October 13, 2025

Hi ​@hannahmcnulty ,

We aren’t aware of any issues and please can you confirm you are calling 0207 1391 397.

 

Kash


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

Yeah i can confim thata the number i am calling ia their no kne ghat can ring me


Lamiya C
iD Mobile Employee
Forum|alt.badge.img+10
  • iD Mobile Employee
  • October 13, 2025

Hi @hannahmcnulty,

I am pleased to hear that you are interested in doing an upgrade with us. I am so sorry for the trouble thus far. Please contact our Sales Team on  0800 049 0250 and they will be able to assist you further.

Lamiya


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 13, 2025

Is the number free to ring my mobile 


andewhite
Platinum 
Contributor
Forum|alt.badge.img+26
  • Platinum 
Contributor
  • October 13, 2025

Is the number free to ring my mobile 

Yes, 0800 numbers are free to call from the mobile with your iD SIM, ​@hannahmcnulty - they’re included in your plan’s calls allowance.


Forum|alt.badge.img
  • Author
  • Active Contributor
  • October 14, 2025

Thanks manage to do upgrade 


  • New Contributor
  • July 1, 2026

I am having the same issue with it taking me to a blank screen and if I try via a browser I just get an endless loop of logging in 


Gemma M
iD Mobile Employee
Forum|alt.badge.img+15
  • iD Mobile Employee
  • July 2, 2026

Hi ​@Timwilliams77,

 

We're sorry to hear you're having trouble accessing the upgrade page.

 

As you're experiencing a blank page in the app and a login loop in your browser, we'd recommend contacting our Sales team via Live Chat. They'll be able to check your upgrade eligibility and help you complete the upgrade if you're unable to do so online.

 

Regards,

 

Gemma M

The iD Mobile Social Media Team