Upgrade Issue

Hey there ​@Jimbo1531, sorry to hear that. What was the phone number that you were advised to call please?

Thanks,

Tyler

We need to speak to you about your upgrade order reference: xxxxxxxxx. 

Please call our support team on 0207 1391 397.

Our lines are open Monday-Friday 9am until 7pm and Saturday 9am until 5.30pm. Bank holiday opening hours are 9am - 5.30pm. We look forward to your call.

Regards

The iD Team

Hey ​@Jimbo1531, thank you for that. That is indeed our sales team number, so what they have advised over the phone would be correct in terms of what you’re eligible for, and are certainly the team who can check those kinds of issues and advise you further.

Therefore, if you have any remaining queries regarding so, I’d recommend re-calling them on that same number to ask for more clarification on the matter.

Thanks,

Tyler

Thanks for your reply. Where can I find the published information regarding the reason for the cancellation of my order please? I have read through the terms and conditions on your website but I can find no references to this situation whatsoever.

Why are you sending out receipt emails with fractions of a penny? The receipt email states I have paid £299.001

I decided to upgrade yesterday from a rolling SIM only contract to a galaxy s24 ultra and paid £299 upfront. I received an email this afternoon asking me to call a number, then spent 20 minutes on hold to find out I'm apparently not eligible for this specific phone, first being told I can only upgrade to a phone £30 a month or less, then being told it's actually £44.99 a month but not this specific phone.

Purely out of curiosity, having just checked their site, the only S24 Ultra I see that has an upfront cost of £299 equates to 5G ready 512GB model at £37.99 per month. I guess you/we may get better offers regarding the loyalty aspect. I was not signed in to see these, but when I was they were missing (I too am a SIM only user).

Also from here:

Can I upgrade from a SIM only plan to a phone monthly phone plan?

You sure can! With both our 30-day and 12-month SIM Only plans, you have the option to upgrade to a 24-month phone plan once you’ve been with us for a few months. The plans available for you to upgrade to will be determined by your initial credit check, your payment history and how long you’ve been with us. You’ll be able to check your eligibility to upgrade and what plans are available in the iD Mobile App or My Account online.

The other thing that they might be referring to is the bit highlighted in bold?

But yes that’s their legit sales number.

Obviously only posting my observations and assumption.

Yes, that's the one, 512GB version. If I click the upgrade button inside the id mobile app it takes me to a website where that phone/offer is listed. That's still the case right now. I could just sign up for a new contract but according to the person I spoke to it's difficult to keep my number in that situation and to be perfectly honest with you I've lost all faith in id mobile and really don't feel like providing them with my custom any more. Which is a shame really because I was quite happy until this circus today. I really think it would be better to call the customer in that situation rather than send an email that goes straight into the junk folder with a phone number that requires me to wait on hold for 20 minutes.

Hi ​@Jimbo1531 

There wouldn’t be anything we specifically send following the cancellation of an order, if there’s anything you need to know about a cancelled order please let us know so we can get in touch and confirm with you.

Tom

I thought it could only have been that one, thanks for confirming ​@Jimbo1531 👍

I could just sign up for a new contract but according to the person I spoke to it's difficult to keep my number in that situation and to be perfectly honest with you I've lost all faith in id mobile and really don't feel like providing them with my custom any more.

That can be done (new contract), but there’s a few things to consider - if you’re still in contract (12/24 month) you can end up with early terminations fees (EFTs) - you’d need to move your number to another provider, wait for you number to go live with them and then come back to iD (known as a triangle port).

And yes I can’t argue with you regarding losing faith. My previous phone service provider has the ability to move from a to b to c without having to leave and come back. Plus I only came to these forums to research the best method to set up roaming and started reading other topics. Now that’s the nature of online forums, most have negative comments from customers, but some genuinely surprise me. But like any business they’re happy to take your money upfront then you’re told ‘ah actually you can not have that deal’.

Which is a shame really because I was quite happy until this circus today.

Don’t get me wrong, I too was a happy bunny when I first joined iD, then my signal went toes up. But I had the same signal issue with my previous provider so kinda ignored it for some time. I have posted about this signal saga and am only really on here whilst I wait to see if the signal issue gets resolved (and no I’m not holding my breath). But yes although I had no issues when coming to iD I know I’d not be best pleased if I was paying for an upgrade and couldn’t get what you wanted.

I really think it would be better to call the customer in that situation rather than send an email that goes straight into the junk folder with a phone number that requires me to wait on hold for 20 minutes.

Again, totally feel the same way. You’ve paid them money, there’s an issue, it isn’t your fault the email went to spam/junk (but maybe spam filters are seeing a lot of emails coming from iD), yet you still have to call them. But what if you didn’t have a phone or to that point a working number?

Anyway Jimbo, I hope this gets sorted ASAP, whether that be with or without iD

edit. Regarding us not having a phone or a working number. With the evolution of this modern day technology why can’t they offer a live video chat? Just a thought.

That's odd, because I received an email telling me *I* had cancelled the order, and to contact id if I didn't. Also, no one seems to be concerned the email system is sending out receipts with fractions of a penny. The circus continues!

Hi ​@Jimbo1531 

If you’d like to know anything specific about the cancellation of your order, please let us know.

Tom

I'd like to know why it was cancelled Tom, even though it was offered to me through the upgrade part of the id mobile app, and I paid £299 upfront.

I am still the only person in this thread who has mentioned anything whatsoever about the id email system sending out emails with receipts detailing fractions of a penny.

Honestly ​@Jimbo1531, you’re a better person than me.

Looking at the image, to me the formatting of the email is wrong - Quantity: Upfront cost - surely it should have been:

Quantity: 1

Upfront cost: £299.00

I’d say that’s where the 001 came from →  00 pence and the quantity was meant to be 1