Hi ​@Safifx 

Your best option is to contact an advisor via Live Chat  (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
 

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.


The offer may not be available to you via the iD Mobile website for many reasons compared to a website that has just ‘general’ information about you but it is worth discussing your options with the Live Chat agent as they may be able to offer it to you.

Good luck x

Hi ​@Safifx,

Thank you for your message.

Please accept my sincere apologies for the inconvenience and frustration this situation has caused you. I completely understand how disappointing it is to look forward to upgrading to the iPhone 17 Pro Max, only to find it missing from your available options while it shows up on other platforms. This is certainly not the experience we want you to have.

The reason you are seeing different options comes down to how our system handles direct upgrades compared to third-party retailers like Mobiles.co.uk.

When you log into your direct iD Mobile account, our upgrade portal automatically evaluates your internal account history, current plan details, and specific upgrade tiering rules. If a brand-new, high-demand premium device like the iPhone 17 Pro Max falls into a different device tier or has specific stock allocation rules for direct upgrades, the portal may filter it out and only display alternative models like the iPhone 15 or 16 series.

Third-party partners like Mobiles.co.uk operate on a different system. They list our deals externally, and processing an order through them often initiates a fresh connection to our network, bypasses the strict direct-upgrade portal filters, and checks real-time warehouse stock.

Thanks,

Not to hijack this thread, but I noticed that this is the first time I have seen a public admission from iD staff that this tiering exists in the upgrade system. I’m intrigued by the fact that it no longer shows devices which you are not eligible to upgrade to, as I made a formal complaint about this not being being the case, and have not had any response. Part of my complaint was that there is not visibility to customers of how this tiering is defined, nor is there any reference to it in the contracts, on which there has been a distinct lack of any answer. At least they seem to have stopped the “bait and switch” tactics, which is a distinct improvement.

If anyone can provide any insight into how this tiering works, and which devices are to be found in what tier, that would be appreciated, as my wife is likely to be considering an upgrade soon. In my case, after having the offer of an upgrade made then rescinded, I ended up purchasing direct from elsewhere, retaining the SIM-only contract for the time being.

Hi ​@P1nky.

Thank you for your detailed feedback, and for raising these points.

Customers are able to see what they're eligible to upgrade to directly in the iD Mobile app or their online account. If there's a specific device you're interested in that you're not currently eligible for, you're welcome to contact our sales team directly on 0800 049 0250, or via Live Chat

at https://www.idmobile.co.uk/live-chat, who can look into this further with you and see it they able to match or find a similar deal.

Thanks,

Marquerita

The iD Mobile Team