Hi ​@Queens30, 

Thank you for taking the time to bring this to our attention, and I'm sorry to hear you've had such a frustrating experience.

If you're looking to move from your current handset contract to a SIM Only plan while keeping your iD Mobile number, there are a few account-specific checks we need to carry out first to make sure we're providing the correct options available to you.

Because of this, we're unable to confirm eligibility or process the change through the Community. We'd recommend getting in touch with us directly so we can take a closer look at your account and help get you onto the right plan as quickly as possible.

We appreciate that this may seem like a straightforward plan change, and we're sorry for any confusion caused by what you've seen online. Once we've reviewed your account, we'll be able to explain the options available and help you find the best solution for your needs.

Thanks again for your patience, and we look forward to getting this sorted for you. As this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat. 

Zubair

iD Mobile Social Media Team