Good morning,

I’m having a bad experience and wondered if anyone else has experienced the same.

My contract ends in Feb 2026 so I’m now in the ‘upgrade’ windows so thought I would take advantage on a black friday offer. 

Firstly used the app and click ‘upgrade’ phone an offer I liked but then I got a pop-up to upgrade the data for no extra cost. I click that but it added £100ish to the upfront cost. I couldn’t see a way to go back so had to scrap that and use a proper browser rather then the app.

So removed item from basket, clicked ‘upgrade’ again and selected the same offer.

I didn’t realise at the time that it was setting this up as a new account, even though I 100% went through ‘upgrade’ whilst being logged in. I’ve never done an upgrade before and usually switch providers at the end of my contract and request a PAC etc. I thought the process would be the same on an upgrade but without an early exit charge (which was my misunderstanding).

So new phone arrived, I ask live chat to transfer number which they can’t as it’s not an upgrade.

Any questions I asked where just a ‘copy and paste’ job, even when I went through the complaints chat.

I’ve been told that I need to return the new phone at my own cost. Then process the ‘upgrade’ again. However this deal is no longer available.

I asked if rather then transferring my existing number I could keep the new phone and new number and cancel the old contract without any remaining fees as I’m in the upgrade window but just got a generic response about cancelling a contract.

I spoke to a friend on iD, and he also tried a ‘upgrade’ through the app and that also was going to setup a new contract but he’s mire savvy then me and realised what was happening so stopped.

So because of, what I think is, a fault with the idmobile website, I will be out of pocket, won’t have the upgrade I wanted and have wasted time going round in circles on live chat.

It’s been very frustrating.

I’m probably now going to sit out the remainder of my contract and go elsewhere.