I have upgraded to a new package but my number hasn’t transferred, it seems the new package has been set up as a new account. I must keep my existing number, can you help please?
+21Did you upgrade via the iD Mobile app or online iD account portal
If you did then you’d be better off contacting iD via live chat.
If you ordered off the website itself, is it possible you inadvertently opened a new account?
Again live chat should be able to rectify this
Their Live Chat team is available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.
You can access Live Chat here: www.idmobile.co.uk/live-chat.
(start the chat with talk to person to bypass their chat bot)
+25Hi
It sounds like you may not have upgraded, instead purchased a new, separate account.
In this case, we’d recommend cancelling/returning the newly ordered plan and once returned upgrade the existing plan.
Please let us know if you’d like us to get in touch for assistance with this, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.
Tom
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