Plan Changes & Upgrades.

I placed an order for an upgrade on Friday 11/07. It was processed the same day, I was charged for the upfront cost of my new phone and the case that I ordered with it. It should have been delivered a week ago on Monday 14/07 My plan has been updated and I am being charged accordingly but I still haven’t got my phone or any communication about when I will get it. When I follow the tracking link from DPD it just tells me that it’s delayed but no further information. I have heard nothing from iD Mobile or DPD about the reason for the delay or if the phone will ever be delivered. I have a friend staying at the moment who was going to help me set up my new phone, I can’t do this on my own so if it’s not delivered in the next couple of days I will have to cancel the phone and the new plan and revert to my SIM only deal. Please respond quickly, if I don’t hear back from you today I will have to cancel. The worst thing is the total lack of communication from you and DPD, you can’t seriously think I’m going to pay £23/ month for nothing!! I posted a topic about this on Saturday and got a private message from Anika (iD customer service) asking for further details to identify the account- I supplied those details right away and then just silence. You need to talk to me about this now. regards Elizabeth Adams

I currently have a 24mth sim + phone contract. I’m in the upgrade window. Can I swap to a sim only deal now? Or do I need to wait until the 24mths are up? is the phone mine to keep? if I can pick a new sim only upgrade deal today, will my monthly instalments drop notes to the sim only price it do I pay for the current contact AND the new deal during the overlap? thanks.

again this is what happens people say theyll help me so it looks good for the website, then no one pms helping like they said they would and like i asked 50 times, well ill tell you streight if it doesnt get fixed today ill be changing my network and telling my lawyer

Still waiting for my data to be increased after agreeing a deal with live chat agent. Currently on 80GB data but should be unlimited. Have the transcript of the deal and told it would be done. Live agent ended chat when I clicked the deal for 80GB and nothing has been adapted since. Anyone else experienced this? Will it be done as burning a lot of time pursuing this. Any help would be more than welcome. Thanks

Hi there, I’ve upgraded to iPhone 16 Pro last month and received money for my trade-in phone on 9th of July. I was expecting to receive an additional, promotional £100 and have a reference number which was provided when I filled out the form before sending my trade-in phone. Can you please review and let me know what’s going on with this promotional payment? Thanks, Olegs

I have bought a 1 month sim only with a look of upgrading in 6 months. When I click upgrade I get a message saying the plan type can’t be upgraded why not try and change plan instead. will this change in 6 months or do I need to be on another plan for 6 months to be eligible for an upgrade? Thanks hope this makes sense my sim was bought via Uswitch.

Hi there, if I am to upgrade early what do I do with my old phone? Do I need to pay an extra fee or do I just keep my phone? TIA

I switched to an iD mobile SIM in my old phone a month or two ago but I now want to get a pay monthly phone contract (from iD) and either add my current sim contract to it, or cancel my current one and just take the sim offers included with the phone. Is there any option to do this without having to cancel, pay early cancellation fees then place a new order?

Hi I’ve just taken out a 2nd plan. I’ve just switched to Tesco number to iD Mobile thinking my Tesco sim would then work with my new contract - it is connecting to the internet but not data, and send or receive calls or texts. I went to register the 2nd plan on my app to see if I could fix it this way, but it’s trying to text a one-time passcode which obviously won’t work as the phone can’t receive calls or texts. So, I went to Curry’s today to get an ID Sim, but can’t register it to my app still because I can’t add the 2nd plan to my app. I’m completely stuck with how to resolve this, please help. Thank you.

Hi, please can someone confirm if I upgrade from my sim only contract where the 12m term has finished to another 12/24m sim only contract which is better value, that:- I def keep the same phone no i do not get a new sim when's the best time to do it or does the new plan start at next billing date thank you

I've just upgraded my contact to a Samsung A56 with all unlimited allowances for £25 per month. My sons contract which is registered under my name and I pay the bill as he is 15yrs old, is now up for renewal just days after mine and I am being quoted £28 per month for the exactly same phone, contract and terms. How does this make any sense just because I was already 26.50 per month on his old contract. Who do I speak too about this as I'm seriously considering cancelling both contracts as ID are impossible to speak to.

I am already a customer, with a specific SIM only plan and phone number, that I use for private life. I want to add a second SIM card and phone number for my professional contacts to keep it separated from private life. It means I am paying already by direct debit, all payments made well and no issue. When I try to add a secon plan, the system ask for my last name, phone number and birth date. But systematically doesn’t recognize me and thus is blocking me. How to deal with that? is there a phone number I can use to contact customer service at ID Mobile and sort out this mystery?

while using ID app looking for an upgrade phone deal I was blocked and now I am unable to get back to the app.

I just got the sim about a month ago, and I am genuinely tired of their third class service. My unlimited data plan was about to end on 23rd November, so I topped up the balance required for the next purchase on 21st. Today I don’t have any data and when I checked my balance it showed 0.82. Basically, they don’t have any system to automatically renew the plan, on top of that they just stole the money from my account without showing any transaction. For the one hour, I talked to 2 agent describing the whole thing and got an sms that its gonna take 7 days to resolve the matter. Then, the agent said I need to wait 24 hours to get my money back and then they couldn’t help me with the plan renewal system or anything. I am completely out of patience, I borrowed my roommates wifi and standing beside his door to talk to their customer service. After this whole thing, they finally added the plan which I requested them to do at the very first. How’s it possible to do this every month? I went to currys to collect my physical sim and they aren’t bothered about a customer to help out with this situation.

Hello, I called 0800 049 0250 to “upgrade” my phone deal, which was really just to keep my number on as sim only deal, as I couldnt see this as an option in the app. The support team asked for my bank details to do a penny payment for the change in fee, but I refused as I do not give out my bank details on the phone as a rule. I went online and found I was able to just do upgrade change on the website, but was told on the phone I cannot? It all feels very dodgy when navigating the end of the contract? Can an ID team member confirm to me that my payment has switched from a handset to a pay as monthly sim? The calling numbers are so oblique it feels quite hostile to navigate something that should just be coming to the end of being a loyal paying customer after two years.

Hi All, Might be very straightforward but I put in an upgrade order this morning for a pixel 9 pro XL and it's probably been about 3 hours or so now and I've still not received any update emails or anything even at the point of putting the order in, is this normal? Just wanted to be absolutely sure it goes through.

Dear Sirs / Madam i wanted to change my plan to sim only deal which i thought i did earlier this week but i cant seem to set up on my phone Can you help please Thank you Mark Fulcher

HelloI am absolutely fed up with ID Mobile. I have called them so often and tried to get help online and got absolutely nowhere. My autistic daughter has no idea if she holds an account with ID. She is due for upgrade on 14th July. She is not able to deal with such issues. What should I do? Thanks

Hello, I am currently on a monthly 70gb sim, and am looking to upgrade to a higher amount, but my data for the month has just reset, and I have around 60gb left. If I upgrade now, do I keep that 60 in addition to the upgraded amount? Or am I better off waiting until it’s ran out to upgrade? Thank you.

I somehow run out of 10GB of data in the space on a few days. So I have upgraded my plan to 250GB of data and it is saying I still have ‘0’ data. I have not used any of the ‘new’ as my phone has not worked off data since the initial 10GB Run out. Why is it saying I have used all the 250GB of data already? and why is it now saying my bill for this month is going to be £90+?

hi my upgrade is not due till August really need to upgrade this mo th as my phone is developing technical problems please can you help me solve this issue as don't want want to buy a temporary phone for 1 mo th

Hello. I found a plan on mobile.co.uk for the Samsung a56, a £59 upfront payment and then £14.99 per month (25GB). This offer doesn't come up as a upgrade offer but i'd like it, is it not possible? Or do I need to leave ID and rejoin?

I am eligible for an upgrade however the price offered for an upgrade is more than the online price. I just want the online price.

Hello, I’ve found an ID mobile offer via mobile.co.uk for the samsung a56, its £59 upfront and then £14.99 monthly but this is not an option as an upgrade, why? and can it be? - its with 25GB

I have placed an order for a pay as you go eSIM and £20 / month unlimited plan. It took almost an hour to get the eSIM although on a pay as you go plan there are no checks to do. Once I got the eSIM QR code I scanned it and the SIM activated correctly within a few minutes. I even received the text saying that the eSIM is now active. Although you have charged my bank account with £20, this is not reflected in my account. My iD Mobile account shows a balance of £0 and says I have no plan active although I have already paid for the unlimited one when placing the order. I have tried restarting the phone and turning the eSIM on and off. Nothing will work. I have tried making calls and using the data as I had hoped that this is just an error with the website but nothing works. I am now in a position where I paid you £20 for a service that is supposed to start today but it is not working although you’ve charged my bank account and confirmed it has been activated. Essentially, you took my money and provided nothing in return. If this is an indication of the quality of service you provide I don’t think I’ll be a customer for long.