Having difficulty calling/receiving.

I've had the same issue for over a year. Two Sims sent to me later that have mysteriously got lost in the post/sent to the wrong address I am now waiting on a third new SIM. 

I know for a fact it won't make a difference as my husband had exactly the same issue and a new SIM did nothing. 

I have had some down right rude interactions with ID customer service and am at my wits end that I am paying for a phone that's primary function doesn't work. I am at the point of contacting the ombudsman as I am so frustrated with paying for a monthly service that I have yet to receive.

One might conclude, being as you said this ...

Problem since I came back from France last Thursday, 17th October.

….  is that during your trip away to France something on the network changed and thus put your phone into a list that now can’t work correctly on iD. One may also wonder why it worked fine before you went away even if it was never on the list.

It might also be a SIM ‘thing’ or something inside iD’s systems. I don’t know either answer, but before my wife and I went to Spain, Portugal and France, via our phones settings, our iD numbers were showing as 07xxxx xxxxxx. Then whilst roaming our phones changed to show +447xxx xxxxxx which is obviously to be expected.

But when we came back to the UK our phones had the numbers retained in the +447 format.

Now one might also say this doesn’t matter. So why is it when I tried a replacement SIM (to see if my signal improved - it didn’t) my number changed back to the original 07 format. It’s as if roaming changes the phone/SIM settings and it doesn’t revert back. But as I’ve mentioned this might not be a problem in itself, I simply don’t know and am only passing on my experience.

(the other main problem we had was actually getting back onto the iD network when we arrived back in the UK but that’s not important anymore)

Another thing ​@alcazar if you can remember.

In what order did you activate the SIMs?

What I’m getting to is when I replaced mine on Monday night I went via the app and registered the new SIM number, then (as another test*) I swapped the SIMs immediately. Clearly this caused my phone to show ‘unknown’ as my number with ‘emergency calls only’ until this latest SIM was ‘picked up’ by their system. This took less than 20 mins although they state up to 30 mins.

I just wonder if you waited for the old SIM to ‘die’ first before swapping has had a different outcome to mine. No idea, but maybe worth giving my method a try (if you didn’t) to see if your phone then works as you’d expect it to - clearly warrants another SIM though, and might be worth awaiting a nod from iD - but you might not have to buy new phones…?

*not relevant to your ongoing nightmare, but I wanted to see the signal strength before my SIM had registered. I did get 2x SIMs (one also for my wife) but being as my signal was no better I need return the one as there was no point continuing, if they can take them back after their scanner picks up the SIM number

If you didn’t know, you can pick up replacement iD SIMs for free from your nearest Currys store. The advantage is it can be quicker than waiting on the post and you can’t deliver them to the wrong address! Although there is a chance you could lose them.

My wife and I have had problems with the signal for months (but you’re beating me!) and got significantly worse after the 3G was turned off in our area. I’m on day 13 (I think) of dropped calls, no network, pages timing out, basically nothing works. We’ve resorted to using our landline for those whom don’t have certain mobile apps, or WiFi on mobile apps just to communicate.

Although I recently attempted to liaise with their support, it didn’t matter to me that I couldn’t progress with them. But I have read of others (and yours) were things didn’t go too well. My signal issues, and in part some of what is said or occurs on these forums, have had given me something to seriously consider.

All I can offer is this (sounds like a lot but it isn’t)

Firstly pop your postcode in to this to see if there’s any known issues:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

Then again put your postcode in here:

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/coverage-checker/idmobile.html

(it defaults to 4G, but check the 3G result (mainly) and the 5G result by clicking on each)

If 3G has gone from your area it might be worth having a read and check on all of this:

• 3G is being switched off and I can't make calls. What do I need to do? F.A.Q.

But I totally understand what you’re going through.

Hi ​@alcazar 

We can only confirm our services would work in the devices we officially support, if you use the SIM card in an unsupported device, that’s up to you.

Tom

Hi ​@Mbrowning93 

I’m sorry to hear this, if you’re already in touch with a team about this please continue with them directly.

Tom

Updates.

Recently, after an appalling couple of days, my phone has begun saying "calling via iD", rather than as it did, "calling via Three".

Recent calls seem to have gone through ok, but one did lose me to the caller after about three minutes, before cutting me off completely.

When it does that, the caller reports my voice first going crackly, then they can no longer hear me.

As for supported/unsupported, given the names phone manufacturers put on their products, with enough daft lettering to start their own dictionary, perhaps it would help if I quote the actual model number, rather than arguing about if it has, or hasn't a T in it's long winded name?

The model number given on the rear of this phone is:

22101316UG

And as for T/noT, in the "settings...about phone", the phone calls itself:

Redmi Note 12 Pro+ 5G.

The T was part of the original advertising when purchased.

So it looks like it IS supported.

As it ought to be.

I wonder if the replacement SIM has reset either iD’s systems or the network. The other plausible thing it the masts your phone is connecting to are the cause.

Recent calls seem to have gone through ok, but one did lose me to the caller after about three minutes, before cutting me off completely.

When it does that, the caller reports my voice first going crackly, then they can no longer hear me.

Some of mine are now working fine, whereas others are not. I’ve not used my phone for standard voice calls much in the last 12 days due to it dropping or others saying its crackling.

On the subject of the dropping calls and poor quality I’ve narrowed it down to when my signal on 4G becomes too weak and my phone reverts to 3G for the remainder of the call (causing the crackling) and when the 4G signal comes back I often hear a click sound during the call. I also believe the dropping of calls is also due to bouncing from 4G to 3G and back to 4G.

Have you tried (if your phone can) changing the network type from 5G/4G/3G/2G to just 4G only or any other option but not 5G. I’m guessing your phone might also be bouncing between 5G and 4G hence the call issue you describe. It might also be like mine and is bouncing between 4G and 3G too.

The model number given on the rear of this phone is:

22101316UG

Well I’ve seen the odd suggestion from iD staff to use this site - https://www.gsmarena.com/

And when I did, using the above model number you posted it makes no reference to the ‘T’

https://www.gsmarena.com/xiaomi_redmi_note_12_pro+-11954.php

The only redmi that does is this one - https://www.gsmarena.com/xiaomi_redmi_note_12t_pro-12298.php - and note this one doesn’t have the + (plus)

So with that said your reply above seems right to me - although the marketing states T, yours being the plus model does not have the T using the information from the gsm arena site - so I agree with you.

Further ‘evidence’ if you can call it that, is that you phone worked fine prior to France and it only started acting up since your return. I’m guessing to say the “calling via 3” is in reference to your phone using 5G and maybe “calling via iD” is the either the 4G or 3G side of things. If I’m wrong about which spectrum (5/4/3/2G) your phone is using then my other possible thought is this is all due to Three’s upgrading of the phone masts.

Still the same: missed four calls today, failed to make two calls.

Need to speak to EE who at least have PROPER CUSTOMER SERVICE.

Not amateurs full of excuses.

We are very sorry you feel this way and apologise for any disappointment or frustration caused. 

Nat 

And now I do have to leave.

I texted PAC and my d.o.b to 65075.

Even this doesn't work.

Apparently not in the right format, and now every one I send just comes up "failed".

Is there no end to this lunacy?

​@alcazar 

ddmmyy should be the format needed. Not dd/mm/yy or dd/mm/yyyy. So for the 18 December 2024 it would be 181224

Or you can opt to open a new account elsewhere and ask them to request the PAC on your behalf.

Just be mindful if you’re still in the first 12/24 months of your contract you will be billed for early termination/cancellation fees.

By doing this yourself via iD (using their app or online portal) it should tell you how much this will be. Another method would be via their live chat.

Thanks.

DoB was in the correct format.

Tried it via the app: comes up as "can't do this operation" in tiny tiny writing.

Sigh.

Back to Currys tomorrow.

It's saying my dob isn't my dob.

I am so fed up with this.

Round and round in circles 😡

And on the app, it comes up as "requested url refused"

What ON EARTH is going on?

I'd just cancel my direct debit, but I'll lose the number I've had for years.

This is not ANY type of customer service.

No problem, happy to try and help

Wow, you really are getting messed about. I wonder if the first PAC request made it through, but as a just in case regarding the app, if you clear the apps cache and go back in does it update the status?

It's saying my dob isn't my dob.

I am so fed up with this.

Round and round in circles 😡

And on the app, it comes up as "requested url refused"

What ON EARTH is going on?

I'd just cancel my direct debit, but I'll lose the number I've had for years.

This is not ANY type of customer service.

Again, this might be due to one of the PAC requests making it through, or as I’ve just mentioned try clearing the cache. This sometimes can also ‘fix’ the url message. In a nut shell they’ve upped the security of the app (not that this is important to you), but I’ve noticed other inconveniences with it too.

I’m sure that their app and systems would work perfectly if you stopped the DD, but of course you’re right it isn’t worth the added stress in cancelling it just in case your number went awol.

Have you tried using the online account portal instead. It works the same way as the app and being as it isn’t an app it shouldn’t go wrong:

http://my.idmobile.co.uk/

Tried that.

It seems to be full of generic questions like "why are you leaving", "how do I get a PAC code" etc, but doesn't actually give you one.

This must be so frustrating for you. I just don’t get why getting the PAC is such an awkward thing to obtain.

So via either the app or online (link in previous reply) and selecting Plan and Leave iD (which redirects to a browser) you then hit further hurdles. Have you tried another browser as from memory iD doesn’t like Safari.

The other way is their live chat or maybe one of the staff on here can sort this out for you.

iD’d Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

You can access Live Chat here: www.idmobile.co.uk/live-chat.

(start the chat with talk to person to bypass their automated chat bot)

Finally done it.

An hour in Currys, (thanks Warwick), and I've got my PAC code.

Now to sort out a contract with EE.

One thing's for certain: I'll NEVER EVER go with internet based customer service again.

But thanks to all who tried to help.