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I thought I had upgraded from SIM only to Pay Monthly

  • 30 November 2020
  • 2 replies
  • 31 views

I have had a SIM only rolling one month plan since last December and this weekend decided to get a new device and plan on pay monthly with iD.

I went through the app 'Upgrade' section then the website whilst logged into my account. My phone came today with a new SIM card and number, and my account info is showing I'm still on my old SIM only plan. I'm now very confused. I assume this hasn't been classed as an upgrade but a new connection? I wanted to keep my old number which I am now concerned I can't do. Do I need to cancel my old account/direct debit? 

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Best answer by Mohammed 8 December 2020, 14:22

Hello @DaniJT,

Apologies for the delayed reply here.

It sounds like a new contract was purchased in lieu of an upgrade if the old plan is still showing in the app.

We’ll send you a PM now so we can look into this for you.

 

Mohammed

 

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Does anybody actually answer these forums? Shocking service at the moment, no telephone number to speak to a human, live chat doesn't work and Twitter is a bot that repeats the same reply. I'm a little embarrassed I have chosen to stay with ID!!

Userlevel 7
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Hello @DaniJT,

Apologies for the delayed reply here.

It sounds like a new contract was purchased in lieu of an upgrade if the old plan is still showing in the app.

We’ll send you a PM now so we can look into this for you.

 

Mohammed

 

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