iD mobile deals via MSE not available for iD customers

SDMSE

Even if you are out of contract. I applied via the MSE website, entered my mobile number and bank details for setting up a new direct debit. Received a new sim. No where does it say its for new customers only. Have now spent an hour on the chat for them to tell me i can't have a 'new' account, it has to be an 'upgrade' account. Like I'm expected to know this. You'd think entering the number and bank details might have alerted them to the fact that I'm already an iD customer! What a waste of my time! @idmobile @MSE_Martin

Mark_d

It's number 3 on the list of terms & conditions.  Special offers are generally for new customers only.  Companies tend to shout about about it when they're offering something that existing customers can benefit from too.

SDMSE

Mark_d said:

It's number 3 on the list of terms & conditions.  Special offers are generally for new customers only.  Companies tend to shout about about it when they're offering something that existing customers can benefit from too.

And we all read the T&Cs and remember every word 2 years later! Perhaps a better way is to make it clear who the deal is available to. Its already makes the point that you should check you are out of contract. I've now received an invoice from iD for a sim card they say i can't use! I can't even see what I'm paying for

Detail_Merchant

I assume @Mark_d was referring to the 3 bullet points on the MSE sim only deal finder:

SDMSE

Detail_Merchant said:

I assume @Mark_d was referring to the 3 bullet points on the MSE sim only deal finder:

OK. I didn't see that. I still think they could have alerted me - when i entered my mobile number or bank details perhaps? And then to spend over an hour on chat with their agent! Overall a very frustrating experience for a loyal customer.

SDMSE

SDMSE said:

Detail_Merchant said:

I assume @Mark_d was referring to the 3 bullet points on the MSE sim only deal finder:

OK. I didn't see that. I still think they could have alerted me - when i entered my mobile number or bank details perhaps? And then to spend over an hour on chat with their agent! Overall a very frustrating experience for a loyal customer.

Also, when I first signed up it was tricky to secure the deal without going through the MSE site, so I assumed that was the way I had to go

psul

My family are all with ID and I've upgraded several of them to new customer deals by going on live chat and asking for the deal.
There was one occasion that the agent said no,  but when I said I'd leave and come back as a new customer, he let me have it.

SDMSE

psul said:

My family are all with ID and I've upgraded several of them to new customer deals by going on live chat and asking for the deal.
There was one occasion that the agent said no,  but when I said I'd leave and come back as a new customer, he let me have it.

Well done you! Honestly, I was on the chat for over an hour before the agent finally said 'no'. He even made it sound like they would terminate my own number. It was quite stressful. Then to be sent an invoice!