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I think I may have bought a new plan instead of upgraded my old one


  • New
 Contributor
  • 1 reply

I bought a new phone with a plan, and when it arrived it came with a sim card. I thought maybe I was supposed to put the new sim card in and then my old number would transfer over, but this appears to not be the case. I even made the mistake of activating the new sim.

I was wondering how to make it so that I’ve just upgraded my plan instead of getting a whole new number?

Best answer by Kash

Hi @Krish Srikrishna,

If the order is still open the order can be cancelled or we can request a return to sender from the courier.

However it will be easier to reject delivery and get in touch with us after this as it will avoid multiple contact.

Once we process the return at the warehouse we can get the order cancelled.

You can still go ahead with your upgrade order in the meantime.

 

Kash

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6 replies

Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • July 22, 2024

Morning @Hollu,

I can confirm you’ve taken out a new contract with a new number. Assuming you do not want a new number, you’ll need to return the Phone and SIM within the 14 day cooling off period.

https://www.idmobile.co.uk/help-and-advice/returns-cancellations

Once returned, please visit https://www.idmobile.co.uk/upgrades to upgrade your phone.

Thanks.


  • Author
  • New
 Contributor
  • 1 reply
  • July 22, 2024

Thank you very much


  • New
 Contributor
  • 3 replies
  • July 29, 2024

Why are the “upgrade” deals worse than the deals you can get for a new contract? Don’t you value your customers?


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7639 replies
  • August 6, 2024

Hi @Karm 

 

I’m sorry to hear you feel we don’t value our customers, if you’re not seeing an upgrade deal you’re happy with we’d recommend calling the sales team on 0207 1391 397.

 

Tom


Krish Srikrishna
New
 Contributor

I thought I was getting an upgrade however it turned out that I have purchased a new contract. I have yet to receive the new handset. I was told by the agent on the chat that I should reject the delivery and then contact them after 24 hrs to cancel the new contract. Is this correct advice?


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7745 replies
  • Answer
  • September 11, 2024

Hi @Krish Srikrishna,

If the order is still open the order can be cancelled or we can request a return to sender from the courier.

However it will be easier to reject delivery and get in touch with us after this as it will avoid multiple contact.

Once we process the return at the warehouse we can get the order cancelled.

You can still go ahead with your upgrade order in the meantime.

 

Kash