All calls blocked due to “capped limit “

Hi ​@MrM 

I’m sorry to hear this, I’m a little confused however.

Are you in the UK and all calls are blocked still?

How are texts and data?

What is it you’ve been charged for that you’d expect a refund for?

Tom

All calls were blocked when in USA but this stopped as soon as I got back to UK. Data worked as I had bought a sim for it separately as I did not trust  ID to work based on previous experience. I paid for extra minutes as requested but data cap remained on.

Hi ​@MrM,

We would advise that you contact us whilst you are abroad with the issue.

We can then troubleshoot the issue and hopefully get it resolved.

Kash

No way to do that apart from this forum and gave up waiting for an answer.

Hey there ​@MrM, sorry to hear that.

When you attempted to make the calls in USA, what happened when you try?

Thanks,

Tyler

I got a message saying “you are unable to make any calls as you have reached your capped limit. Please add more minutes…” or words to that effect. I added more minutes but it made no difference. My capped limit was at £25 and I couldn’t increase it or remove it. 

Hi ​@MrM,

You can contact our Live Chat Team at the link below:

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

Kash

A bit late now! It would have been helpful to have had a link to that on my account. I have transferred to Smarty to avoid this problem in future.

​@MrM,

Sorry to hear that. 

We are here to help if you require assistance in the future.

Kash

It sounds like you were misinformed. There are no add-ons for calls (minutes) in the USA. 

The extra minutes add-ons we can buy are only for UK use.

iD do now have a Roam Beyond data Add-on, with the clue being data.

all calls remained blocked until I returned to the UK and the “capped limit “ is set at the maximum. I had a call termination while at my son’s bedside in hospital contacting his insurers

You should have received an automated rate advice text before roaming was permitted. Then to make calls your billing cap would have needed to be set high enough (though this does have a limit and not all of us get the same higher limit) and AFAIK if your upper limit is reached live chat may have been able to up this limit even more. But having said that certain numbers are still blocked, free phone numbers and 0345 being two of them.

I had the same problem in Holland 3 months ago while trying to call a breakdown service. Despite visiting the app, there is no way to get help or restore the service. I have been unable to make calls for 12 days until returning to the UK. How do I get a refund before I terminate my subscription?

If that number was a free phone number (or 0345  - there are others) then these calls are not permitted when roaming. If iD, possibly live chat, informed you you could by extra minutes via an add-on then if you could have proven this I would’ve hoped to think iD would’ve refunded you as they have given you the wrong advice.

All calls were blocked when in USA but this stopped as soon as I got back to UK. Data worked as I had bought a sim for it separately as I did not trust  ID to work based on previous experience. I paid for extra minutes as requested but data cap remained on.

Calls being blocked was probably caused by the billing cap, as this would be one thing that prevented chargeable calls from working. As I’ve just suggested iD now offer a roaming data add-on for use in the USA (and 5/6 other countries) but for some this hasn’t worked so you buying a different SIM was likely to have been the best solution. Again I have no idea where or why the advice regarding buying extra minutes came from.

No way to do that apart from this forum and gave up waiting for an answer.

For future reference, if you ever come back, iD are contactable via Facebook, X and live chat and any of these should work anywhere in the world (with WiFi or data of course).

I got a message saying “you are unable to make any calls as you have reached your capped limit. Please add more minutes…” or words to that effect. I added more minutes but it made no difference. My capped limit was at £25 and I couldn’t increase it or remove it. 

I would be honestly surprised if their automated message mentioned adding more minutes. The first part sounds right though. Again adding more minutes via an add-on won’t work outside of the UK. You could’ve done with finding out why iD gave you this advice.

A bit late now! It would have been helpful to have had a link to that on my account. I have transferred to Smarty to avoid this problem in future.

Hopefully Smarty have decent roaming packages for the USA and the Holland (both with call allowances) and I wish you well. 🤞

Who knows maybe one day I might give them a try…..