I recently bought another phone on ID mobile, I want to cancel the old one and keep the old number on the new one | Join the discussion, ask questions, share advice.

I recently bought another phone on ID mobile, I want to cancel the old one and keep the old number on the new one

  • 8 August 2020
  • 5 replies

I recently purchased a new contract phone via uswitch. This purchase was not an upgrade via ID mobile so the old contract hasn’t been cancelled, it is a separate contract. I would like to add the new phone to my existing account, cancel the old contract and keep my old number (also on ID mobile) on my new phone.  


I can’t seem to get in contact with ID customer services because of covid, nor can I get on the live chat feature. 


Any Help?


Best answer by Kevin 9 August 2020, 15:43

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5 replies

Userlevel 6
Badge +10

Hi there @Matt04 

Technically speaking, what you’re describing there is simply a new purchase (not an upgrade).  We wouldn’t have a means to transfer the old number (still on iD Mobile) to another active iD Mobile line.


You could either cancel the old contract and lose the number.

Return the new order, and then log in to your old account and do an upgrade within the iD Mobile App/ our website.

Or.  Move your old number to another network (on a Pay As You Go SIM), then once moved, you could then move that number from the other network, over to your new contract you have with us.


Please let us know how you’d like to proceed or ask any further questions and we’ll help you further here with that.

That is SUCH  a rubbish process - and not what was described to me in the shop when I bought another sim card - the old one is in the lost phone.

Why can’t I speak to an ID Mobile person?


Userlevel 6
Badge +7

Hi @Chris Lloyd , 

We are sorry to hear that you feel this way.

If you wish to keep the number you’ll need to upgrade or order a replacement SIM if you have lost the SIM.



I went to Curry’s and bought another ID Mobile sim - but the guys in the store were unable to do anything other than sell me the replacement card. £5 down the drain because I still couldn’t get in to my account - all verification attempts from iD Mobile and from Apple have been sent (unbelievably stupidly) to the phone I’ve lost.

So, NO, this fascetious answer was very far from helpful

Userlevel 6
Badge +7

@Chris Lloyd,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.




Why iD Mobile?