🚨 RESOLVED: Call issues affecting some customers.

  • 16 January 2024
  • 76 replies
  • 11677 views
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76 replies

allotrios
Rank

Happening to me as well. Calls can’t last longer than a few minutes.

IevaKir
Rank

Same issue here! When will it be resolved @iD Mobile ??

I

Same problem with me, all day, calls cutting out inside a few minutes, with that silly error message. All are personal calls to standard UK mobile numbers

T
Rank
Userlevel 1

We’re aware that some customers are experiencing issues making calls, or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.

We’re working with our network partner to identify and resolve the issue as a top priority. We’ll post further updates on this thread as they become available.

We apologise for any inconvenience these issues may have caused.

 

I am also experiencing this issue - South East England every call after 1 minute of call time then disconnected with the service message 

L
Rank

This same issue is happening again. It’s been cutting off my calls. Not impressed 

Goyle31
Rank
Userlevel 1

Affected me trying to report an RTC on an emergency 999 call this morning. And several times while trying to make calls relating to my job. Absolute disgrace.

 

Is this a three issue or an iD issue? What are iD going to do about it today, for the customers who have been affected? 

Rosco1815
Rank

Same here. I have been getting cut off all day including while trying to do telephone interviews. Not acceptable. ID mobile offer zero customer support. Will be changing network provider once back up and running.

C

Ckearly not resolved!! 3 times in 5 minutes this morning 30/01/24

Tom Parry
Rank

Only joined ID Mobile today and had two important phone calls disconnected. Had to phone client back three times and gave up in the end.

Terrible first impression, hope it gets sorted as soon as possible!?

Kash
Rank
Userlevel 7
Badge +7

Hi @CHOX @Lc1978.

The issue has now been fixed and your calls should be working as normal.

Please can you restart your handset and check this out.

If you still have issues, please let us know.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
V

Only joined ID Mobile today and had two important phone calls disconnected. Had to phone client back three times and gave up in the end.

Terrible first impression, hope it gets sorted as soon as possible!?


Like you, I’m new to iD Mobile as of today and I’ve had 4 out of 4 calls disconnected after a few minutes. I’m not happy at all and as you say, awful first impression for a new customer.

I hope this is not typical - does anyone know? Is it time to cancel my contract with iD already?!

:(

Rose Edwards
Rank

We’re aware that some customers are experiencing issues making calls, or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.

We’re working with our network partner to identify and resolve the issue as a top priority. We’ll post further updates on this thread as they become available.

We apologise for any inconvenience these issues may have caused.

 

**Updates**

4.30 PM: Our network partners have identified what is causing the issue, and working on resolving it. 

Its been happening to me for a number of weeks. I ring my elderly mum on my lunch break at work to check she is OK,  and it keeps cutting off, and giving some stupid message saying I'm not authorised to ring her number ?!?!? This is a safeguarding matter to me,   to be able to speak to my mum. My data doesn't work either, so I can't get hold of her (or anyone else) via the Internet. I spend half my time in St5, and the other time in BH25, and it doesn't work in either location. Sort it out or I'm  cancelling my contract. 

Roshni Shrosbree
Rank

Will we be recieving compensation for this? I have spent all afternoon trying to make phonecalls and being cut off in the middle of conversations. 

Anita Cave
Rank

Any update on fix, it happened to me several times today 

T

Absolute joke!!!! Wish I had never swapped over! Getting cut off 4 times in 30 mins is absolutely unbelievable,  I am disabled and need a reliable network. I will be cancelling my contract with you and you will not be charging or chasing me for any monies!!!! We are all paying for a service which you aren't providing, not good enough 

M

This is dreadful! 

C
Rank

We’re aware that some customers are experiencing issues making calls, or are being disconnected in the middle of a call. When this happens, the call fails and the message “Sorry, your service does not allow access to this number” is heard.

We’re working with our network partner to identify and resolve the issue as a top priority. We’ll post further updates on this thread as they become available.

We apologise for any inconvenience these issues may have caused.

 

**Updates**

4.30 PM: Our network partners have identified what is causing the issue, and working on resolving it. 

This is still happening to me, so when is it being sorted? GROSS INCONVENIENCE, there better  be compensation for this especially  as this has been going on the whole day, cutting my calls at crucial moments and others during health related circumstances ,Not good at all.

Tom Parry
Rank

Only joined ID Mobile today and had two important phone calls disconnected. Had to phone client back three times and gave up in the end.

Terrible first impression, hope it gets sorted as soon as possible!?

Only joined ID Mobile today and had two important phone calls disconnected. Had to phone client back three times and gave up in the end.

Terrible first impression, hope it gets sorted as soon as possible!?


Like you, I’m new to iD Mobile as of today and I’ve had 4 out of 4 calls disconnected after a few minutes. I’m not happy at all and as you say, awful first impression for a new customer.

I hope this is not typical - does anyone know? Is it time to cancel my contract with iD already?!

:(

Thankfully we both have a 14 day cooling off period so will be cancelling my contract if it continues over the next week.

Tom Parry
Rank

I’ve had calls dropping all day with no apparent cause,

it’s only been since early evening that the corresponding voice message

“your service dose not allow access to this number“ has accompanied the disconnect,

that in turn lead me to this forum post, 1st issue of any sort with ID over the 14 months I’ve been with them, so definitely not the norm.

Issues arise & faults occur from time to time, let’s hope it’s a quick fix.


Tho ID not having the capability / incentive to push out network status messages dose show cause for concern.


Tom…

 

Hi Tom

That is reassuring to hear, let's hope they remedy the matter as soon as possible.

Thanks

D
Rank
Userlevel 1

What kind of compensation do you all want? The few pennies you paid for the day?

 

I don’t usually side with companies in situations like these, but you can’t go with a cheap virtual network and expect uptimes and compensations that only business plans that cost 4 or 5 times more on the main networks can offer you.

 

You know that you went with a cheap option, which works well 99% of the time. You also know that you need to pay more for the level of service you expect. If you can’t wait for this to be fixed, then maybe you should have a backup because clearly you can’t rely on only one provider.

J

Go through and make a formal complaint I did and within a minute they offered me £20 compensation.

DebMav
Rank

I’ve seen many logs of this issue of Calls dropping and “your service does not allow access to this number”; this has been a mini nightmare today! Please hurry and fix it, important calls lost very inconvenient and worrying too. 

Bill Steele
Rank

It’s still going on.  I ring through what’s app. 

C
Rank
Userlevel 1

I can’t even log on to their website now because of too much other traffic on it.

Not good.

T
Rank

Same here getting cut off even now, please resolve. Thank you 

Tracey

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