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
