Hi ​@Bacc26 

If the voicemail messages you need to retrieve are >30 days old then this is why…..
 

With iD Mobile voicemail, messages are stored on the network system rather than on the handset. Because of this:

• Voicemails (including saved ones) are typically only retained for a limited period (usually around 30 days)
• After this period, they are automatically deleted from the system and cannot be recovered
• Once deleted from the network, even saved messages cannot be retrieved

⚠️ Why this happens

Voicemail storage has a time limit to:

• Protect system storage capacity
• Maintain security and compliance standards
• Ensure old messages are not retained indefinitely on the network

Unfortunately, once a voicemail has passed the retention period and been removed, it cannot be restored by us or accessed again.

If the message(s) you wish to retrieve are <30days old then your best option is to contact an advisor via Live Chat to discuss this (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

 https://www.idmobile.co.uk/live-chat

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot. 

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.
 

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)  

iD Mobile social media accounts:-

• Instagram: @idmobileuk
• Facebook: idmobileuk
• X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.

Good luck x

Hi ​@Bacc26,

Thank you for your message.

I'm sorry to hear that you are unable to access your old voicemail messages.

Once voicemails are cleared or expire from our network system, they are automatically purged and cannot be retrieved or restored by our customer service team.

However, if you previously downloaded or viewed them using Visual Voicemail, they might still be saved locally on your device's storage. You can check for them by following these steps:

• iPhone: Open the Phone app > tap Voicemail > scroll to the absolute bottom and tap "Deleted Messages".

• Android: Open your default Phone or Visual Voicemail app, open the menu, and look for a "Trash" or "Deleted" folder.

If you have a cloud backup (iCloud or Google Drive) from before this option disappeared, restoring your device from that backup might restore the cached files.

Thanks,