🚨 RESOLVED: Call issues affecting some customers.

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

C
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.

 

**Updates**

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

9.00 PM: The team are still working on resolving the issue. 

That’s five hours. How serious is it?

M

When are you going to provide useful updates to your customer community on what the resolution times look like? Appreciate this is an ongoing issue but people's primary contacts being out of service for long periods is simply not good enough and service is not as accepted within the contracts we took out with you. What are you going to do to inform customers and manage their expectations? A wall of silence or non informative updates is not good enough.

SamO
Rank

So it's the day after this issue started and I am still receiving the error message "sorry your service does not allow access to this number" on all of my outgoing calls. I'm 20 days into my contract with you and your online help basically told me it is what it is.. 2 days unable to make outgoing calls to anybody. Paying for a service im not receiving. You say the issue is sorted and it's clearly not.  Awful service. 

N
Rank

Also having issues can’t ring out or receive incoming calls 

Cat Holt
Rank

Just been disconnect mid call again - whatever fix was put in place hasn't worked

T
Rank

if possible, you can use apps such as WhatsApp to make calls. 

 

So does that mean we can something like shirt buttons to pay our bills?

DavidIHenry
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**

16/01/2024

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

9.00 PM: The team are still working on resolving the issue. Also, due to a high number of customers attempting the access the iD Mobile app and My Account online, some customers may experience issues being able to log in. If you do have any issues logging in, please try again after a couple of hours. 

10:40 PM: The network issue has now been resolved. The team will continue to monitor the network throughout the night. My Account online and the iD Mobile app as also back up and running.

17/01/2024

9.30 AM: We’re aware that some customers are still experiencing the call issue. We’ve raised this to our network partner and they’re investigating. For the time being, if possible, you can use apps such as WhatsApp to make calls. 

As this is the 2nd time this has affected my service I would like to know what is causing it? I have a complaint from the last time which your complaints team simply avoided the central issue. What is the cause please and what are you doing to stop it from happening again?

D
Rank
Userlevel 1

Adding my name to this list of shameful customer service. I’ve only had my sim less than a week!

What do you think, @iD Mobile? Should I have stayed with Vodafone? Sure looks like it!

 

Vodafone had issues last week: https://www.ispreview.co.uk/index.php/2024/01/vodafone-uk-suffering-mobile-network-service-disruption.html

JoeKing
Rank
Userlevel 4

Well I for one am still experiencing this problem 17th January 2024 6.53pm.

And I left EE and ported my number just Monday to ID Mobile.. So shocking of ID Mobile. 

Android OS 14 - Nothing Phone 2, (Samsung Galaxy S 20 Ultra 5G Android 13) Here to help, I do have a life. 😉
JoeKing
Rank
Userlevel 4

One would of thought a historical problem like this some 4 year's ago the problem would of been solved by now in 2024?  

And remakes like tell customers to use WhatsApp that in itself is an insult, not everyone uses WhatsApp nor does everyone have broadband or access to Wi-Fi myself including.

As for the live chat what a joke that is most of the time it does not understand your messages. 

Any how what is the update on this problem and is it effection the whole UK?  I'm in London

Android OS 14 - Nothing Phone 2, (Samsung Galaxy S 20 Ultra 5G Android 13) Here to help, I do have a life. 😉
C
Rank

So the compensation?!

JoeKing
Rank
Userlevel 4

So the compensation?!

Compensation don't make me laugh, compensation would be justified but I can't see any time soon or even ID Mobile pay out. If they did it be a long drawn out battle with their BS Live Chat procedure. IDM can't even broadcast event's that are or had a impact on the network services to their customers. Funny they can  contact saying you own money or cut you off their network when they want to. 

Android OS 14 - Nothing Phone 2, (Samsung Galaxy S 20 Ultra 5G Android 13) Here to help, I do have a life. 😉
C
Rank
Userlevel 1

This issue is NOT resolved. I was cut off after about 5 minutes with no warning at 8.10 this evening - Sunday 21 January 2024. The phone just went dead.

C
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.

 

**Updates**

16/01/2024

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

9.00 PM: The team are still working on resolving the issue. Also, due to a high number of customers attempting the access the iD Mobile app and My Account online, some customers may experience issues being able to log in. If you do have any issues logging in, please try again after a couple of hours. 

10:40 PM: The network issue has now been resolved. The team will continue to monitor the network throughout the night. My Account online and the iD Mobile app as also back up and running.

17/01/2024

9.30 AM: We’re aware that some customers are still experiencing the call issue. We’ve raised this to our network partner and they’re investigating. For the time being, if possible, you can use apps such as WhatsApp to make calls. 

 

 

If you are still experiencing issues with making calls or getting cut-off mid-call, please contact our Live Chat 

How can I contact live chat about this when you are closed. The same fault just reoccurred about 1/2 an hour ago

Simon Brockbank
Rank

Yep I’m getting it too. Trying to speak to my bank fraud team, GP and dentist. In all cases can get through OK and in the automated queue, as soon as I get to the front (I guess) and someone actually answers, I get cut off with the “I’m sorry your service does not allow access to this number”.

Very annoying and very inconvenient as all three are fairly urgent calls.

S

Me too, during a business call. Embarrassing!

Customer was patient, but it happened 3 times. Then she kindly called me from her phone and we were able to complete the conversation.  

Jo Humphreys
Rank

How long is this going to be a problem as I am in need of my phone and I can’t make calls 

C
Rank
Userlevel 1

This is not what I signed up for ID Mobile. I have been cut off in the middle of a conversation to book a ferry to France and then again while speaking to my local hospital regarding an appointment. This is not good enough especially as you are supposed to be a WHICH recommended provider!

E
Rank

Other customers will be delighted to know that ID has most likely billed the calls you’ve been trying to make as international calls. I’m currently trying to get the additional charges removed.

Chris Ross
Rank
Userlevel 1

I'm having serious issues being cut off on really important calls IV lost 2 jobs as I was cut off giving a quote I'll be seeking compensation if this is not sorted today 😞

D
Rank

Keeps happening to me aswell 4 different calls kept getting cut off mid conversation.  Had to ring someone back 6 times not acceptable 

Kat2003
Rank

Happening to me, been on a business call to France & keep getting cut off, not very professional

Kevin Potter
Rank

@iD Mobile is there any update on this issue?

T
Rank

Been happening to me while trying to call ID mobiles customer complaints department after they emailed me as they can’t be bothered to call me.

4 phone calls, 45 minutes on hold in total and Im yet to speak to anyone. 

Can I make a complaint about the complaints department?  

C
Rank

Happening to me too, very poor but at least I know it’s not just me!

 

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