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Question

Upgrade confusion

Db72
New
 Contributor
  • Db72
  • New
 Contributor
  • 1 reply

Can anyone explain why new customers can receive greater reductions than existing customers who want to be loyal and extend their contract? 

 

I am eligible for an upgrade. I seen an offer though an online site with ID network. The upfront cost of this deal was £9. When I called ID to discuss this I was informed that this was only for new customers and that the same deal would cost me £99 upfront. 

 

I will now let my current contract expire and pick up the deal as a new customer at a later date. I find it disappointing that existing customers are penalised for wanting to remain with the company. 

    2 replies

    andewhite
    Platinum 
Contributor
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    • andewhite
    • Platinum 
Contributor
    • 12068 replies
    • March 17, 2025

    Perhaps iD Mobile place greater value new customers, not their existing customers, ​@Db72. 

    Majority of the UK mobile service providers seem to operate this way - iD not alone in this regard.

    Forum member (non-iD)
    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 3233 replies
    • March 18, 2025

    Hey there ​@Db72, we’re sorry you feel this way.

     

    Upgrade deals and new customers deals vary and will change regularly. We’d like to hope you were able to take out a new customer deal when you joined us that was a great deal that potentially current customers at that time wouldn’t have been able to purchase either.

     

    If you wish to discuss upgrade options further, please call our sales team on 02071391397 between 9am-6pm, Monday-Friday.

     

    Thanks,

    Tyler

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