Inability to make or receive calls

Hi ​@Tomwales,

I am so sorry to hear of the issues that you are facing with your calls. Please try the steps below, depending on the type of phone you have:

For Android:

• Open Settings
• Tap General Management
• Tap Reset
• Select Reset network settings

For iPhone:

• Go to Settings
• Tap Phone
• Tap My Number
• Delete the old number
• Enter the new number
• Tap Save

Then follow these steps to refresh iMessage:

1. Go to Settings
2. Tap Messages
3. Turn iMessage OFF
4. Go to Settings > General
5. Tap Reset
6. Choose Reset Network Settings
7. Once your iPhone restarts, go back to Settings
8. Tap Messages
9. Turn iMessage ON again

Your iPhone should now recognise the new SIM and verify your number.

Regards,

Gemma M

The iD Mobile Social Media Tea,

Thank you for attempting to help but your instructions do not correspond with what I have on my Iphone.

I have managed to find some of the things you mention, but after Settings I had to click on Apps to find messages. Is this correct?

I then followed the instructions up to I think Reset Network settings but was asked for a six digit passcode. What is this please? 

If my Iphone I only have a four digit password.

Hi ​@Tomwales, 

Thanks for getting back to us. On iPhones, the layout of settings can vary slightly depending on your iOS version, so it’s completely fine if some steps look a bit different.

Regarding the six-digit passcode, this is the security passcode set on your iPhone. Even if you normally use a 4-digit code, your phone may still prompt for a 6-digit version if it has been updated or changed in the past. Please try entering your usual unlock passcode first. If that doesn’t work, it may be that your device is expecting an updated 6-digit version.

To simplify things, please try the following steps:

• Go to Settings > General > Transfer or Reset iPhone
• Tap Reset
• Select Reset Network Settings
• Enter your iPhone passcode when prompted
• Your phone will restart

This will reset your network connections and can often fix issues with calls.

Also, please double-check:

• Airplane Mode is OFF
• Your SIM card is properly inserted
• You have signal showing on your device
•  

If you're still unable to make or receive calls after this, please let us know and we can check your account and network status from our side.

Thanks, 

Anneline

The iD Mobile Team

Thank you very much for your help. I have done as you suggest and it appears I can receive incoming calls but cannot make some outgoing calls, eg to my home land line.

Hi ​@Tomwales,

Please confirm if when you restart the handset does the calls now work or is this still not allowing to make calls.

Thanks,
Hosai