I recently upgraded, received my new phone, swapped over my sim card as it said I could put my old one in my new phone and the contract would swap it over.
I have now had my new phone for 2 or more weeks and the payment for me new contact had come out and also the payment of my old contract had come out too. So I am not sure what to do?
+25Hi
Are you sure in this case you’ve made an upgrade? If you’ve received two separate bills it sounds like you’ve instead ordered an entirely new contract alongside the current one, as long as you’re within your returns period I’d recommend returning the new order and placing an upgrade on your already existing account, be sure to log in or register if you haven’t already.
Returns page: https://www.idmobile.co.uk/help-and-advice/returns-cancellations
Upgrade page: https://www.idmobile.co.uk/upgrades
If you need any help with this please get in touch and we can assist.
Tom
Are you able help me as I wanted to upgrade as I was able to? So am I able to swap over my contact as I have set up my new phone?
+26Are you able help me as I wanted to upgrade as I was able to? So am I able to swap over my contact as I have set up my new phone?
Sounds like you’ve purchased a second iD plan instead of ordering an upgrade for your existing iD plan, which is why there are two payments for your two mobile numbers.
If you don’t want two iD plans, you’ll need to cancel the iD plan you won’t be keeping.
Good luck
Thank you! So I have managed to cancel will that affect my number?
+26So
Did you return the new phone?
No I cancelled my old plan as it ends in January 2023
+26Okay
So my number will stay the same?
Also was I suppose to put the new SIM card they sent me with my new phone in my new phone? I thought they originally said I could keep my old SIM card?
+26You will lose your mobile number when you cancel a plan by giving iD 30-days notice.
If you want to keep your mobile number, then you need to upgrade your old iD plan by following exactly the procedures in the following community articles:
If you did not follow these procedures exactly, you might lose the mobile number you wanted to keep.
You might still have time to cancel your cancellation request - good luck
+25Hi
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.
Tom
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