How to upgrade using the app or My Account

Hello @clarkie1979,

Sorry to hear that.

Have you tried speaking to your Bank just to confirm there aren’t any issues with the card?

Is the card registered in your name also?

Mohammed

Hi, I am attempting to upgrade my existing contract and have chosen a handset, continued through to the 0.01p transaction which is authenticated but then fails

At first it appeared that this may be an issue with billing addresses but I can confirm the address held on both my iD account and bank account match and are correct

Please can you advise on either how to resolve this, or how to contact iD to resolve

Hello @Markrowan,

Upfront costs are paid at the point of upgrade checkout.

Monthly line rental is paid on your bill dates.

Mohammed

Due to upgrade soon, the phone I am looking at has an upfront charge. Is this still payable when upgrading or only when buying a new plan?

Hi @petey65 

Welcome to the iD Community.

I’ll get someone to pick this up for you and they’ll contact you via PM shortly.

Pearl

trying to upgrade phone for my son but payment will not process but takes 1p then stops. This has happened repeatedly and with different payment cards. can I upgrade or do I have to cancel contract and go elsewhere?

Hi @petey65 

When you upgrade you will automatically receive a new SIM with it , you can activate your new SIM on your new phone  or you can carry on using your old SIM.

This has everything you need to know about Activating your new SIM.

Let me know if you need any more information.

Thanks, 

Pearl

I have a Samsung Galaxy J3. My reccomended upgrade is to a Samsung Galaxy A51. I have only added a couple of Apps to my phone. Will I have to take out my sim card and place it in the new phone? Will it give me instructions how to do so. Please excuse my ignorance. 

Hi @petey65 

Welcome to iD Community.

Here, is everything you need to know about Upgrades.

In regards to transferring your app, you will need to do a back up on your phone. 

Can you confirm what phone do you own?

Thanks, 

Pearl

I'm wanting to upgrade my phone with the new plan suggested. I've never done this before so can you tell me how I transfer the apps and information from my old phone to my new one.

Hi @dominko12323 

Please contact Live Chat team and ask to speak to the sales team.

They’re available between 9am – 8pm Monday to Friday and 9am- 6pm Saturday and Sunday.

Unfortunately, were working on a reduced staff due to COVID-19, and the team are extremely busy, so the Live Chat button may not always appear as `available`. If so, it may be a matter of waiting on the page, until the button appears blue, indicating that an agent is available. No need to refresh the page, this will happen automatically.

Aklima

Hi can someone help me am eligible to an upgrade but it's not showing all the phones how should i choose the phone that its not on the app?

Many thanks, Aklima!

Hi @G1zmo 

Yes you will be able to do this as the phones come unlocked. 

Hope this helps. 

Aklima 

Hi There,

My wife upgraded to a Huawei P30 lite a couple of months ago and HATES it…

I’m now due an upgrade too. If I upgrade to a Samsung A51, will we be able to swap the SIMs over, so that she can use my Samsung and I use her Huawei?

Thanks, Aaron 

Hi @NathanV 

Welcome to the iD Community.

I’ve sent you a direct message with further information.

Pearl

Hi, I'm eligible for an upgrade, however the upgrade id suggests for me is nowhere found once I click on the upgrade now button. It takes me to the upgrade options, but the option suggested is not listed under the smartphone.

Thank you

Hi @Porsh78 

I have sent you a private message. 

Please access the message using the email link or click on your account setting > private message.

Hope this helps. 

Aklima 

Thanks for the response, how do I private message? 

Hello, I am also having the same issues as Crazycane, Porsh78 and katycarlise with upgrading please could you help

Thank you

@Crazycrane 

Can you please send me a private message with your name address and mobile number. 

Regards 

Aklima 

I also have the same problems as Porsh78 and katycarlise.  Cheers.

Hi @katycarlisle 

Can you please send me a private message with your name address and number?

I will look into this for you.

Regards 

Aklima 

I had the same issues as Porsh78 above and eventually managed to upgrade using a Private Browsing window. I noticed my old address was still on file and so updated that in my account before upgrading and successfully completed the process; however today I got an email saying it had been cancelled due to internal security checks. I’m an existing customer so that seems strange! My only thought was that the address hadn’t fully updated, so I’ve tried putting the order through again but I’d appreciate you looking into it.

@Porsh78 

Sorry to hear about this. 

Can you please send me your name address and mobile number via private message. 

I will get this looked into for you.

Regards 

Aklima