Question

Online upgrade

  • 1 July 2020
  • 1 reply
  • 265 views

Good afternoon,

I have ordered an upgrade for my phone online, a Samsung S10. When I log into my account, the old plan still appears. The new plan is £28.99 per month. How do I update my account details to get rid of the old mobile phone plan and have the new one? Many thanks.


1 reply

Userlevel 4
Badge +10

Hi there @nokumpofu 

Have you had any order updates regarding the S10?  Like, has it been dispatched?

If it has been dispatched, and your old tariff remains on your account then this would indicate that you’ve simply gone and placed a brand new contract order from our website (instead of doing an upgrade on your existing account).

 

If you have placed a brand new order then there are two routes we can go down here.

We could either cancel your old account (meaning you lose that old number) to stop you having two concurrent iD Mobile lines.

-or-

We can arrange a return on the recent purchase of yours.  In the interim you could place an upgrade order on your old line through either logging into your iD Mobile account in the iD Mobile App or our website.

Please let us know where things stand and we can take it from there.

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