Hi ​@Trif, 

Yes, it is technically possible to port your number out to another provider and then port it back to iD Mobile. However, please be aware this is not something we would recommend as a standard process.

Doing so can potentially cause issues with account access, including difficulties logging into the iD Mobile app or delays in services being fully restored once the number is ported back.

If you still choose to proceed with this route, we advise ensuring all important services are updated with any temporary number changes and that you are prepared for possible interruptions during the porting process.

Owethu

Hi ​@Owethu M

So what is the recommended way to do this?   We just  bought a new handset on contract and were surprised to find that we cannot transfer the existing ID mobile number to the new handset.

How do ID mobile recommend we do this? 

Hi ​@jezzad,

Thanks for getting in touch.

If you've taken out a new contract rather than upgrading your existing one, this will automatically generate a new mobile number. Internal number transfers between two separate contracts are not possible, which is why your existing number wouldn’t have been carried over.

If your intention was to keep your current number, the new order would need to be reviewed. We’d recommend contacting our Customer Service team via Live Chat, as they can check the order and advise whether it can be cancelled and re-processed correctly as an upgrade.

If you’re just looking to use your existing iD Mobile SIM in your new handset, you can simply move the SIM across and your number will stay the same.

Regards,

Gemma M
The iD Mobile Social Media Team