ordered new phone and deal

Hi ​@AliceHarries03, 

Thank you for getting in touch with us. I’m sorry for the confusion and concern caused by receiving your new phone without a SIM card.

As you took out a new contract rather than upgrading your existing one, you should have received a new SIM card for your new contract.

Regarding whether you’re currently paying for two plans, this will depend on the status of your previous contract. As your new deal was taken out separately rather than as an upgrade, your previous contract may still be active. I’d recommend checking this with our Live Chat team so they can review your account and clarify whether you have two active contracts and any associated charges.

To obtain a replacement SIM for your new contract, you can either:

• Contact our Live Chat team to request a replacement SIM by post, which typically arrives within 2–3 working days: https://www.idmobile.co.uk/live-chat
• Visit your nearest Currys store during its opening hours to request a replacement SIM.

I apologise again for the inconvenience and understand how important it is to get your new contract working correctly and have clarity about your monthly payments.

Owethu