Question

New contract instead of upgrade ordered - How to cancel?

  • 15 May 2020
  • 2 replies
  • 203 views
Hskimum
Rank

I have a SIM only deal for my daughter (1gB £5 per month). I logged into my account to upgrade it to a better SIM only deal (9gB £10 per month). I have now been sent a new SIM card with a new phone number for this deal - I was expecting for it to upgrade on the existing number.

I am trying to cancel this new deal, but it has not shown up on my account - I can only see the details for our original deal (1gB for £5 per month).

 

The live chat does online does not work, and all phone numbers for customer service that I can find, just have recorded messages.  Can anyone help?

many thanks,

2 replies

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Hskimum,

 

Upgrades are done in the iD app by logging in and clicking My Account - Upgrades then selecting SIM-only.

 

If you’re already on a SIM-only then you just do a tariff change instead via Change my plan.

 

It sounds like you have ordered a new contract instead of an upgrade.

 

We’ll need to access the account to sort this.

I’ll PM you with how we can resolve this.

 

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Hskimum
Rank

Hi Mohammed,

Thanks very much for your reply. I will reply to your PM.

Helen

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