Calls not working properly for weeks (data fine) — stuck in support loop spiral thats gone nowhere

Forum|Forum|21 days ago
June 30, 2026
1 reply
10 views

Mobileuser39
Community Member

Hey everyone,

I’m really stuck, I've not been able to make or receive calls for over a month now, and need help breaking out of the customer service loop that seems to be going nowhere!

I’m on iD Mobile (Three UK) in Bristol (BS5). This issue started suddenly back in May, where data and texts work fine, signal looks normal BUT calls either fail or connect with no audio

I’ve tried SIM/eSIM swaps, resets, restarts — everything. Four times it worked briefly - just a few frustrating seconds where I can hear a crackly voice on the other end, then breaks again. Otherwise nothing. I've missed calls from my GP, my hospital, my workplace. It's really impacting my life.

The issue now is support:

I keep getting bounced between teams and told “24–48 hours” repeatedly, but nothing actually changes and I just keep re-explaining the same things.

Also, does anyone else know what 'escalated' and marked 'urgent' actually mean?? They keep saying this, but doesn't seem to make much of a difference. I once asked on a call (on my partner's phone) what the customer assistant meant when she said she was escalating it again, and she couldn't give me an answer. And I didn't hear back for another week.

Also a really weird thing is that the technical team keep trying to call me, and then complaining they couldn't get through ... When that's the problem, they're supposed to be fixing!

Basically, I just feel completely stuck in a loop with no clear escalation or diagnosis. And worried it's IMS/ VoLTE issue that will follow me even if I leave (I've asked about this 4 times now, but still no response).

Has anyone seen this before or knows how to actually get it properly escalated?

Please help — I’m genuinely stuck here.

+15

Gemma M
iD Mobile Employee
Forum|Forum|19 days ago
July 2, 2026

Hi @Mobileuser39,

We're really sorry to hear you've been dealing with this for so long. We completely understand how concerning it is, especially when you're missing important calls from your GP, hospital and workplace.

From everything you've described, it sounds like you've already completed the standard troubleshooting and that the issue has already been escalated. We'd just like to check a few additional things:

Is VoLTE enabled on your device?
If available on your phone, try changing your preferred network mode to 4G only and then test making and receiving calls.
If you have access to another handset, try your SIM in that device again to see if the issue follows the SIM.
Likewise, if possible, try another SIM in your handset.

Regarding your question about an escalation, it means your case has been referred to our technical/network team for further investigation. Unfortunately, we're unable to provide a timescale for their investigation, as it depends on the complexity of the fault.

If you've already completed all of the above and the issue is still ongoing, we'd recommend getting back in touch with our Customer Service team via Live Chat so they can review the progress of the technical ticket and provide you with the latest update.

We sincerely apologise for the experience you've had and appreciate how frustrating this has been.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.