upgrade and sim

3 replies
18 views

I have upgraded but it isn't showing on my account. Also, with the phone I got a new sim. Do I put my current sim in the new phone or the new one sent?

M

Marquerita T

iD Mobile Employee

Hi @Osler.

Thank you for sharing.

Can you please check if you received a confirmation email for your upgrade?

Thanks,

Marquerita

The iD Mobile Team

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O

OslerAuthor

New Contributor

Yes, I got the email ... and the phone

Gemma M

iD Mobile Employee

Hi @Osler,

Thanks for getting in touch.

As you’ve received a new SIM card and the new plan isn’t showing as an upgrade on your existing account, it does sound like a new contract may have been taken out instead of an upgrade.

We’d recommend contacting our Live Chat team so they can check the order and confirm exactly what has happened.

https://www.idmobile.co.uk/live-chat

If it has been processed as a new plan, the team can advise you on returning the new plan where necessary and then get you through to our Sales Team so you can complete the upgrade correctly and keep your existing number.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.