I recently bought a new mobile phone thinking I could move my ID number from my old phone to my new phone but wasn’t able to (very annoying!). 
My old ID plan has now expired and I’m now on my new monthly ID Plan but I’m not able to add my new number to my account. It only sees my old number which has now expired so I can’t see any information online.

when I try and add my number it says my details don’t match but I don’t see how I can get my phone number, surname and date of birth incorrect ! 
please can anyone help? It’s so irritating not being able to call and speak to someone to resolve this for me.