Hello @MWh,
I can see you posted on the 10th at 13:22.
We aim to respond to queries in 72-hours but mostly within the first 24-48 hours.
We’re not a Live Chat service via this platform.
You can confirm you upgraded correctly if, when you log into the iD app/account, you can see the new SIM-only plan.
If you can’t, then you may have purchased a new contract instead of upgrading.
Providing you did, then I’ll move onto explaining this a little further.
When you upgrade, the system sends a new SIM regardless of if required or not.
The reason for this is in the past, customers upgrading may have previously lost their SIM, or upgrading to a phone where the new phone requires a different SIM Size, or have bought a new phone outright.
Rather than having to drive customers to contact to request a SIM, one is sent out by default.
This new SIM is inactive. You can carry on using your old SIM as normal.
Please do not activate the new SIM in error. When you log into the account, it may ask if you have received the new SIM and want to activate it, sometimes this is a pop-up.
If you top okay/yes to this, you will activate the new SIM and services will swap over.
To be safer, it’s just easier to activate it and start using the new SIM. SIM swaps take around a couple of minutes up to an hour at most (more or less it’s immediate and just needs a restart).
You then don’t have to worry about this later, but if you chose not to, then keep the new SIM safe so you can access it in the future if you accidentally activated it.
Mohammed