topic Upgrade confusion in Contracts & Billing

Upgrade confusion

Gill103 — Tue, 31 Mar 2026 20:29:48 GMT

I’m just coming to the end of my pay monthly contract. I have 2 numbers / devices attached to my account. Looking to move to a SIM only deal on both numbers

1. using the app or web, it seems like I can only upgrade one number at a time… is this correct?

2. When going through the checkout process, it suggests that a new SIM card will be sent out (confirms delivery address and texting to confirm parcel delivery). Are new SIM cards issued in this upgrade scenario or can we continue to use the existing SIM cards in our devices?

I’ve tried searching but can’t find any concrete info!

Thanks

Re: Upgrade confusion

Chris_B — Tue, 31 Mar 2026 20:42:02 GMT

@Gill103 If it’s a change to a sim only then you’ll probably not get a new sim as it’s only an account change. What you’re reading is just generic wording. Yes you can only do one upgrade at a time online. The upgrade is linked to the number you’re upgrading so it only processes one number at a time. Upgrade one then upgrade the other one, this is exactly how customers support would do it. Process one then process the other one.

Re: Upgrade confusion

Gill103 — Tue, 31 Mar 2026 20:52:56 GMT

Thank you so much, that’s really helpful!