If anyone from ID could please reply and help with an apparent issue with my upgrade, I'd appreciate it. The live chat was worse than useless and simply took up more time which I really don't have to spare. 

I've been on a SIM only contract for several years, using a phone which is now out of support. I checked in the app, and was offered an upgrade to a phone package that looked like it was worth taking, so filled in all the details, including CC details for the initial payment. Email and texts received stating the order is bring processed.Next day I get an email asking me to call the sales line, as there is an issue with the order. Initial comment was that there is no stock of my chosen phone colour, so is black okay. "Not an issue, I'll take the black - can you confirm when it will be shipped?" Now all of a sudden, they have to cancel that order, but I can go for a much lower specification phone instead - which one would I like? "Pardon? What is going on here?"Eventually got to the bottom of this apparent bait-and-switch scam. ID do not allow upgrades that more than double your monthly cost, for "reasons", so all I can do is take out a new contract, with all the nonsens

Contract is ending and the upgrade deals offered to me on the app are not good. However, via comparison website I have found a great deal thats still on ID mobile and is still an upgrade from the phone I currently have.I found a previous thread that said if I were to buy the new deal I would lose my current number,Is there anyway for me to upgrade to the deal I found on the comparison site and keep my number? This doesn’t seem like a difficult thing to do

I am coming to the end of my contract but I do not want to upgrade. I just want to stay on the same contract and I assumed it would be less a month as I would have paid off the phone.I can’t see an option to do this though when I log in. Any ideas?

I recently upgraded both my phones to Samsung Galaxy S25 with 500Gb data per month at a cost of £29.99 each.One of thr plans is showing 500Gb per month at £29.99 but the other is showing 100Gb per month at £29.99 per month.I have just received both phones and want this sorted before I open them. I have been on to Live Chat 5 times and every time I have gotten through to an agent I have either been left on hold for in excess of 30 minutes with nil response or kicked out of the chat and had to start again.I have kept all emails and chat transcripts but I am at a loss of where to go next as the live chat is not serving its purpose.

My contact with ID has ended. I’ve ordered a Sim only plan but not done this through the app. I ordered online. What do I need to do so I can keep my current number 

I am still waiting for my £100 Curry's gift card after upgrading to a Pixel 10 Pro XL on August 31st 2025. So far iD Mobile support has sent me to Giftcloud support, who I have messaged and they said no voucher was associated with my email address. I went back to iD Mobile and they said to contact Curry's. No doubt someone at Curry's will send me back to iD Mobile…Can someone please take ownership and finally get this sorted, rather than sending me all over the place and getting nowhere?Please? For my sanity!

I ordered an upgrade. It is clearly marked on the website it should be delivered within 48 hours (Northern Ireland). I received an email within a few hours of my order stating it was complete and handed over to dpd for delivery. Over 72 hours later I am still waiting. Dpd have not issued any updates in 48 hours. I contacted id customer services via webchat, only to be told my order is not expected until 09/01/2026 as it was out of stock! Over a month from my order. When I explained I received an email stating it had been dispatched I was then told to expect it after 09/12/2025. I was also advised to contact dpd for about update. Dpd web chat is even less reliable that IDs and I was unable to speak with anyone. I called the ID sales team who explained my order was indeed dispatched and that the information I received from the agent in the webchat was simply not true. She also explained my phone should arrive tomorrow at the latest. I asked if their was any procedure for claiming comp

Hu I can not use the upgrade options, just saying something has gone wrong?

Hi. I had a id mobile handset and sim contract but phone was lost and service was bad also. I kept my number from other carrier. My contract is cancelled and sim is payg recieving incoming calls only. My pac code expired today to join other network. How do I top up my payg as app says plan disconnected?

I have just spent 2 hours on live chat and want to cry and how unhelpful the whole experience was. It’s pretty simple, I have 2 monthly contracts with id. Mine and my sons. I gave a PAC code for my old number to be transferred to my new contract, however they transferred it to my sons instead. I asked for 2 new ESIMs, one with my sons original number and contract and another with my desired transferred number and contract. None of this has been done or understood despite me explaining it simply and repeatedly for 2 hours. I asked multiple times for a manager or a contact number for customer services which I was told they don’t have contact details for anyone anywhere. I need my number, it’s incredibly important for medical needs. I have no idea what to do next, this is the worse customer service I’ve ever had to experience 

I got a plan upgrade with ID mobile for Samsung S25. However, they have not sent me an invoice for it. I would need an invoice for the samsung s25 to claim for the chromebook. The invoice should include: Name of company Product name Amount paid for item DateThank you.

I have just spent 2 hours on live chat and want to cry and how unhelpful the whole experience was. It’s pretty simple, I have 2 monthly contracts with id. Mine and my sons. I gave a PAC code for my old number to be transferred to my new contract, however they transferred it to my sons instead. I asked for 2 new ESIMs, one with my sons original number and contract and another with my desired transferred number and contract. None of this has been done or understood despite me explaining it simply and repeatedly for 2 hours. I asked multiple times for a manager or a contact number for customer services which I was told they don’t have contact details for anyone anywhere. I need my number, it’s incredibly important for medical needs. I have no idea what to do next, this is the worse customer service I’ve ever had to experience 

Hey 👋 so my son would like a new phone for Xmas and my upgrade was due so I figured that I’ll upgrade, give him in the new iPhone 16 and I’ll stay on the iPhone 15 I’ve got as it works fine no damage etc. So when it comes, I assume it’ll be locked to ID mobile so do I take the new sim and put it in my iPhone 15 and buy a seperate monthly sim only for the iPhone 16 that he’ll be having and would the iPhone 16 accept that or is it locked to my contract?! Anyone done this and it’s easier than it sounds? 🙂 Thanks  

Baffled by the ID Mobile “offer”I am now at the end of a 2 year contract and they want me to upgrade.I’m looking at a Google Pixel 10 Pro 256gb (unlimited data, texts & calls)Price they are quoting is £29.99 per month with £299 upfront If I go through Mobiles.co.uk on an ID Mobile plan  I can get the same deal and only have to pay £29 upfront (£100 voucher on a new Pixel)So basically can I get the new deal from Mobiles.co.uk and just port my existing number or is this just the usual case of being a “loyal” customer just gets you shafted and the deals aren’t as good.Not sure why staying with the same company should be this complicated🙄 

I want to upgrade my plan to get a new iPhone (currently sim only) but it says upgrades are unavailable. Do I need to cancel my existing plan and start a new contract? And if so how do I do this. Thanks 

I mistakenly upgraded tge wrong plan.  Can I change it and upgrade the right plan please? 

When I go to upgrade my deal I only get the phone contract offers, but I want to switch to sim only while the Black Friday deals are on. What I don’t want to happen is that I start a new contract without my current one ending. Can someone please help?

When I go to upgrade my deal I only get the phone contract offers, but I want to switch to sim only while the Black Friday deals are on. What I don’t want to happen is that I start a new contract without my current one ending. Can someone please help?

Hello, one of your team called me last Friday regarding a upgrade. They were going to call me back, however I don't appear to have received the call ' or I have missed it. Do you still have the same offer on?Latest samsung phoneUnlimited Internet, calls and texts For under £30.Thank you for reading my message.Kindest regards Dawn 

Hi I have 2 phone contracts with you which are ending on 02/01/26 and 03/01/26.  I’m interested in staying with ID on SIM only 12 month contracts. How do I go about getting this sorted ? 

Hi All , I have 2 different contracts that are ready for upgrade. My wife and I are looking to upgrade to exactly the same phone and package. However , we do not need 2 chromebooks , which is what currently being offered as part of the deal. Does anybody know if it is possible for us to swap 1 of the chromebooks for something else? Many Thanks

I would like to upgrade my plan next month. I wanna know what choices are available and I would like to know if I wanna get a better number. How is that possible?and why it’s so hard to get to speak to someone?

I’m trying to upgrade to an offer on my app. But when I get to checkout I get a message saying they can’t complete the upgrade

I want to speak to a customer advisor about upgrading my contract hi