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Suddenly unable to make or receive calls


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Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 1, 2024

@pilotbear Have you tried a replacement SIM? ‘Emergency calls only’ suggests the SIM is not being recognised by the handset.

Thanks.


  • Active Contributor
  • 6 replies
  • October 1, 2024

@Matthew T I’ve already tried the id Mobile sim from my partner’s phone, which is fine in her iphone but behaves just the same way as mine in either of my 2 Samsung Galaxys. Furthermore, my SIM works just fine in her iphone. This strongly suggests that there is nothing intrinsically wrong with the SIM and that its an issue with idmobile sims in some samsung phones. The fact that the problem started when the 3G signal was strongly reduced in the area suggests to me that although the 4G signal is supposed to be EXCELLENT, the phone gives up when it can’t find a strong enough 3G signal, which is not how the system is supposed to work! This would explain why the guy in the local phone shop told me that he’d had quite a few people come in over the last 10 days or so with the same problem with idmobile on samsung. My explanation for the very occasional “not registered on the network/Emergency calls only” would then be that the phone was momentarily not receiving any Three 3G signal at all, leaving it dependent on other networks for emergency calls only.


  • New
 Contributor
  • 2 replies
  • October 1, 2024

Hi all! 

Unfortunately experiencing the same issues here as several other users. 

Samsung A50 here, and incoming and outgoing calls stopped last week (WhatsApp calls are fine).

The iD sim works fine in a Samsung S23 and am able to make and receive calls. 

I've gone through all the troubleshooting options. I've spoken to iD mobile via live chat and they weren't able to assist and told me to visit Currys instore, who offered absolutely zero help at all and told me to buy a new phone!

4G calls is enabled. Mobile networks reset. Airplane mode attempted. Nothing works! 

Could a member of iD mobile team please raise a ticket for this to be looked at further? 

Thank you! 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 2, 2024

@pilotbear - I’ve escalated this with our SecondLine Team as you’ve actioned all the Troubleshooting steps. I’ll let you know what I hear back from them. Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 2, 2024

@ssamaran20 - There other troubleshooting steps in this guide:

Have you tried them all also? Where was the Samsung A50 purchased from?

Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 2, 2024
Riprop wrote:

Right... Replacement sim came. 

 

Straight to the point : it doesnt work.

Same problem. 

I conclude its a band/ frequency support issue. Whatever Band my phone uses, ID Mobile doesn't support. 

I'm switching it out to another network. I've tested Three and Virgin(o2) sims in the phone and no problem.

ID mobile will lose alot of customers. 


Best of luck with your new provider @Riprop. Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 2, 2024
MissBronch wrote:

This is getting ridiculous. I can't make or receive calls in Nottingham. I only got this Samsung Se10 in December, when iD Sim and phone worked fine together. I was so frustrated I went to Carphonewarehouse, and not even they could understand what was going on. My iD Sim works in my Samsung A50, making calls as normal. I come to London my Se10 works fine. iD asked me to change my sim, so I did...5 TIMES! Still can't make calls. According to the list, both my phones are compatible. They came out within a few days of each other in 2019. Customer service have been very poor. 'We'll escalate this and contact you within 48 hours". Well,  I first contacted them April 19, so we can forget that time limit. My contract started in Dec '23, right now I feel like I just want to buy out the rest of the contract and jump ship. 

Have you tried all these troubleshooting steps @MissBronch? Thanks.


  • New
 Contributor
  • 2 replies
  • October 2, 2024

Noticed my phone had stopped receiving calls, they're diverted to another if unanswered so still getting them.  Checked and can't make calls either.  It's an old SIM, so guessed it was only 3G.  Had a spare 4G ready SIM, popped that in and activated it online....  nothing happened.  Waited on livechat and they reregistered the SIM, which should go live within the hour.... it didn't!  Put the original SIM back in and two text arrived saying your switch is in progress.  4 hours later, still nothing!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 2, 2024

Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 3, 2024

@pilotbear - I’ve sent you a Private Message. Thanks.


Geluk
Silver Contributor
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  • Silver Contributor
  • 377 replies
  • October 3, 2024

Undoubtedly related to 3g switch off; you need to ensure VOLTE is enabled in your phone’s settings;

input this into any ANDROID phone to check VOLTE status on your phone.

*#*#4636#*#*

 

----------------------------------------------------------------------------------------------------

3g shutdown causing lot of grief down under too for 4g users;

 


  • Active Contributor
  • 6 replies
  • October 3, 2024

@Geluk I tried the code you suggested in both my Samsung phones, which behaved in just the same way as when trying to call any other regular number - says Dialling for a while, then Couldn’t connect.

The video you linked to needs to be widely publicized in this country - while the legal/emergency calling concerns are not currently relevant here, as the 2G network is still in place, the complexity the video reveals and the difficulty in finding out whether a particular phone will work on a particular network  is mind-blowing.

As I have travelled around the south of England over the last few months, I have witnessed my phone stopping working in more and more places, to the point where it is now useless as far as phone calls are concerned in any of the places I need it. I was just on the point of ordering a much newer 5G phone but it seems that there is absolutely no guarantee that would work either


Geluk
Silver Contributor
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  • Silver Contributor
  • 377 replies
  • October 3, 2024

After inputting the code number, I find you have to wait a short while for the secret menu

to appear; it’s obviously not necessary for phone to access the network to do this.

 


  • Active Contributor
  • 6 replies
  • October 3, 2024

So I tried other short codes:

Entering *#06# immediately displays the IMEI etc as expected

but

nothing at all happens if I just enter *#*#4636#*#*

Found further information on the web saying that it doesn’t work on some phones (particular example Galaxy S22 but mine is A20e)

I tried *#0011# which displays the SIM info - the top of the output that results was

LTE-BASIC Info

Band 20 BW:5Mhz 

followed by loads of other technical details


  • 0 replies
  • October 4, 2024
Matthew T wrote:
Riprop wrote:

Right... Replacement sim came. 

 

Straight to the point : it doesnt work.

Same problem. 

I conclude its a band/ frequency support issue. Whatever Band my phone uses, ID Mobile doesn't support. 

I'm switching it out to another network. I've tested Three and Virgin(o2) sims in the phone and no problem.

ID mobile will lose alot of customers. 


Best of luck with your new provider @Riprop. Thanks.

 

4 months after I posted and this is the reply an ID Mobile representative sends? 

 

Haha what a joke.

 

I'm bombarded with email notifications about this post because dozens of more people are facing the issue I tried to resolve 4 months ago. 

 

I'm glad I didn't waste too much time on it, switched out and no problems. 

 

Guys, don't spend too much time on it. ID Support is useless. Took me less time to port out. 

 

 

 


  • New
 Contributor
  • 2 replies
  • October 4, 2024
Matthew T wrote:

@ssamaran20 - There other troubleshooting steps in this guide:

Have you tried them all also? Where was the Samsung A50 purchased from?

Thanks.

Hi Matthew, thanks for replying. Yes I've followed all the steps in the guide and tried every option. Hasn't resolved the issue. 

 

The Samsung A50 was purchased from Currys in 2019. It does show 4G network and 4G vOLte calls is enabled. Thanks 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 4, 2024

In that case @ssamaran20 - please contact our Live Chat team, tell them you’ve done all the troubleshooting steps and ask them to raise a ticket with our partner 3UK.

https://www.idmobile.co.uk/live-chat

Type ‘Speak to someone’ to connect. Thanks.


  • New
 Contributor
  • 2 replies
  • October 7, 2024

Same problem as others - can’t make or receive calls (iPhone) which is difficult for contacting official bodies like local council etc 

I went into local branch which told me about this problem and that it should should be fixed in a week but it has not been. Have only signed up few months ago but the main aim was to have access to phone to be able to call landlines and receive calls. V frustrating. 
 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 7, 2024

@SLHSLH -

You tried these steps?

Notably:

  1. *IMPORTANT* Re-enter your Mobile Number.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with calls.

  1. Open ‘Settings’.

  2. Tap ‘Apps’.

  3. Tap ‘Phone’.

  4. Tap ‘My Number’.

  5. Enter your mobile number, using +44 instead of the first 0.

  6. Tap ‘Save’.


  • New
 Contributor
  • 2 replies
  • October 7, 2024

I had tried something else I found online here which didn't work; this seems promising. At least I managed to make a couple of calls out this time. Not sure yet re calls in but will check. 

 

Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 7, 2024

@SLHSLH -

Glad it looks to have helped. Thanks.


  • New
 Contributor
  • 2 replies
  • October 9, 2024

Hi all,
I seem to be having a similar issue with my Samsung Galaxy A50.
My data and texts work fine but as of two weeks ago, I am unable to make calls. I was briefly able to make one call in that intervening time but since then nothing.
I’ve tried:

  • Restarting my phone
  • Putting into flight mode and then out of flight mode
  • Resetting my network
  • Turning off auto network selection and instead manually selecting ID; I now just get loads of notifications saying ‘No service. Selected network (iD) not available’.
  • If I go on Settings->Connections->Mobile networks, I can see that ‘VoLTE calls’ is activated and my ‘Network mode’ is ‘4G/3G/2G (auto connect)’.

What else is there left to try?
My SIM was able to work in a different Samsung phone but I have no other SIMs to test in my phone.

I’d appreciate any assistance people might have as calling is a fundamental feature of the phone.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 9, 2024

There are some other steps here @mm141 -

It’s also worth checking if your phone is a UK model:

https://imeicheck.com/samsung-imei-check

IMEI can be found by dialling *#06# into your phone.

Thanks.


  • New
 Contributor
  • 2 replies
  • October 9, 2024

Thanks for the swift reply @Matthew T.

Okay, somehow or other, things are now working!

In case this helps anyone else:
I went through the link that you shared @Matthew T on the 3G switch-off and having thought I’d tried everything, I checked the call barring thing. I called #330*0000# as suggested and it seemed to switch everything off. So then I called it again and now I seem to be able to call people. I’m not really sure why this works or what happened but I am able to at least place calls.

Thanks!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1699 replies
  • October 9, 2024

@mm141 -
Glad that helped. Thanks!