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New Contributor
Stacey789
New Contributor
Oct 4, 2026 5:40 PM UTC
Question

upgrade nightmare

Ive been trying to upgrade now for a week. The upgrade options on the app were very poor. I went on the chat to ask about any better deals and was offered a much better option. I decided to go ahead then the nightmare began - being told to find the deal on thr app when it wasn't on there, given various voucher codes that don't work and callbacks that never happen. Honestly wondering if I should just leave. Promised today I would get a call within 30 mins that obviously never happened again! It's so frustrating. Anyone had a similar situation and actually got a callback?

    3 replies

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 5, 2026 3:46 PM UTC

    Hi ​@Stacey789,

     

    I’m really sorry to hear about the experience you’ve had trying to upgrade, especially after being offered a deal and then having further issues trying to get it processed.

     

    As you’ve been unable to get the upgrade completed through the app or previous chats, we’d recommend contacting our Sales Team directly on: 0800 049 0250

     

    They’ll be able to check the upgrade options available and assist you with getting the upgrade processed correctly.

     

    Regards,


    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    Stacey789Author
    New Contributor
    Oct 5, 2026 6:35 PM UTC

    I've done that today but unfortunately was told I couldn't have the deal that I was offered and had screenshot evidence of. The agent tried to offer me an a17 instead of an a57! Then offered a upfront payment of £50 more than the offer and a monthly cost of £7.99 more than the offer. All while being put on hold at intervals and regularly repeating offers that weren't what I wanted. I've now given up and moved elsewhere. I will be leaving reviews for id mobile that reflect my experience. The customer service and upgrade process are truly terrible and its been such a frustrating process.

    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Oct 7, 2026 1:41 PM UTC

    Hi ​@Stacey789.

     

    Thank you for taking the time to share your experience, and I'm truly sorry that we let you down. I completely understand how frustrating the repeated holds and the wrong offers must have been.

     

    We're sorry to see you go, and I wish you all the very best with your new provider.

     

    Thanks,

    Marquerita

    The iD Mobile Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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