Hi ​@John_GW,

We're sorry to hear you're experiencing this issue.

It sounds like the number may not have fully updated across all networks following the move from Sky to BT Digital Voice.

One thing to check is whether the number is being recognised as an out-of-plan or chargeable number, as some BT Digital Voice numbers can be identified this way. If this is the case, the call may not connect if your bill cap is set to £0.00.

You can find more information about our call charges here: https://www.idmobile.co.uk/help-and-support/call-charges

If your bill cap is already set above £0.00 and you're still unable to call the number, please let us know and we'll be happy to investigate further.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M 

The number being called is a geographic number starting 01, so it would normally be included in the call plan.  It was working before the port to BT Digital Voice

Regards,

John

Hi ​@John_GW,

Thanks for coming back to us, and thank you for pointing this out.

The number you're calling is a standard geographic number beginning with 01, so under normal circumstances it should connect correctly.

The page explains our out-of-plan charges, which apply when you've used up your inclusive allowance. It states that calls to standard UK mobile numbers, numbers beginning 01, 02, 03, and non-standard 07 numbers are charged at 40p per minute if they're outside your allowance: https://www.idmobile.co.uk/help-and-support/call-charges

As you've mentioned the number worked before it was ported to BT Digital Voice and still works from other networks, this does suggest the issue may be related to the routing of the number following the port, rather than the number itself.

In this case, we'd recommend contacting our Customer Service team via Live Chat so they can raise this with our network team for further investigation.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M 
It was hard work getting them to understand the problem and raise a ticket with the technical team, but in the end the agent on the chat did agree to send a request to the technical team.
Yesterday when I tried the agent wouldn’t send my problem to the technical team.
I tried my best to explain in straight forward language but the process seems very focused on following a strict “it must be a problem with the customer’s handset”
Anyway, the agent did say the problem has been sent to the technical team, so hopefully that will find the root cause of the problem.

Thank you

John

Hi ​@John_GW 

Thank you for letting us know. If you need any more assistance, you can let us know.

-Michael Z