Hi ​@Ajc123 

Did you accidentally take out a new contract instead of processing an upgrade on your existing plan? 
To check:-
Check via the iD Mobile App or Website
Open the app or go to iD Mobile Account and Login.
Tap on Plan from the menu.
Expand Contract details to view your active plan start dates, end dates, and phone numbers.
Look at your account profile/dashboard home screen to see if more than one active phone number or plan is registered to you.
Signs You Upgraded vs Took Out a New Plan
Upgraded: Your existing phone number remains the same, your old contract is replaced or updated with the new terms, and you only have one active monthly bill.
New Plan: You receive a brand-new temporary or separate phone number, a second active contract appears in your account dashboard, and you risk being billed for two concurrent plans.

If your account states you have upgraded, have you transferred your old SIM (with the number you want to keep) into the new phone and rebooted it?

If you are unsure of any of the details and need clarification then you best option is to contact the Live Chat to discuss this (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.

Good luck x

Hi ​@Ajc123, 

We're sorry to hear about the confusion and urgency surrounding your upgrade, particularly as you've received a new number when you were expecting to keep your existing one. We understand how important it is to retain your current number.

It appears that a new contract may have been taken out rather than an upgrade being processed on your existing account. We'd like to look into this with you and see what options are available to help resolve the situation.

I've just sent you a private message so we can discuss this further and access the relevant account information securely.

To find the message, please click your profile picture in the top-right corner and select Private Messages.

You can also access your inbox here: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there and we'll do our best to get this resolved for you.

Owethu