Upgraded through the app, but new number?

  • 10 June 2018
  • 1 reply


I was due to upgrade and excitedly chose a new plan and handset through the ID app.

I have now got my shiny new handset and sim - as it's a nano sim now ...but it is a different number!

I got an email conformation of the order and then a welcome to ID email, I assumed I had done the correct thing by following the instructions in the email to set up my new phone. Now I have 2 accounts?!

Please advise, what can I do?

1 reply

Userlevel 7
Badge +9
Hello @Kirstcoops,

It's odd that you would have received a new contract if you carried out an upgrade from the iD app/Account.

This is something we would need to look into further and it's unlikely I'm able to provide any general advice for this here.

I've PM'ed you on how we can go about resolving this.