intermittent ability to make & receive calls

Hi @B3loved1 

I’m sorry to hear this, please could you let us know the postcode where you’ve had issues?

Are you still having these issues?

Tom

Hi, still having issues. I’m in DE24. I’ve gone through the arduous task of contacting the customer (non) service and they tell me they have escalated it and I’ll have an update (not a resolution)  within 48 hours. Shocking. 

Hi @Tom 

I’ve tried a replacement sim, worked for just under 24hours. 
I’ve cleaned the sim and sim tray. 
I’ve checked with phone manufacturer. 

Hi @B3loved1,

Have you received an update as of yet?

You can try a replacement SIM card from your local Curry’s store to see if that improves things.

Kash

Already had a replacement sim from currys. It worked for less than 24 hours but going off again. My issue has been escalated to the ‘technical support team’ but who knows how long it will take. S**t show from start to be honest. Thus far my experience has not been positive 👎🏽

but thanks for the suggestion. 

Hi @Kash 

no update as of yet. 

Hey there @B3loved1, we’re very sorry to hear that. I see you’ve mentioned this was referred to our technical team to look into this further for you, so I hope that they’ve been able to help with this, or are at least looking into this further for you still.

Either way, if you’re in touch with our customer services and the technical team already, I’d recommend keeping in touch with that same team, and awaiting further updates from technical, if not already resolved.

Thank you,

Tyler

Hi @Tyler 

not heard a thing as yet 🤷🏽‍♀️ 

getting through to the customer (no) service is a long drawn out process and something I shouldn’t have to do frankly. They should be keeping me updated with progress reports. 

I can’t ring out (no ringing sound) and when I phone my iD mobile number from another phone, I hear ringing  on the other phone, but my mobile itself doesn’t ring and doesn’t even hint at there being an incoming connection. I’ve come on here to see why. I’m in the DE21 area. Data still seems to work. I’ve tried the SIM in another phone to rule out the problem being the mobile. I noticed this on the 6th May, but it could have been going on for longer as I am an infrequent user of voice.

Right, this is what I’ve discovered. I thought I had a fully 4G phone, but maybe I don’t. The 3G network has begun to be switched off from the start of May in our area and across the Midlands (see Three’s engineering announcement). We received an email from iD a while back telling us to make sure our phones are VoLTE capable (Voice over LTE) and that it is activated in order to carry on making calls. On my phone the their is no VoLTE option, but there is an option “4G calling (use data to improve voice calls)” which I surmise is the same thing. The thing is the “4G calling” is not working. In my case, I think this is because I have a LineageOS operating system image rather than the manufacturer’s. I’ve tried my SIM in a 5G phone, and I had no problem making a call. I’ve read that (in the US) sometimes a VoLTE capable phone won’t do VoLTE on a network because it wasn’t purchased from that network provider, which comes with modded software, so there is the potential for trickery or incompatibility. Looks like a new phone might be called for in my case!

Here’s a link to a iD community thread with the 3G switch-off map in it:
 

Here’s the VoLTE FAQ, which doesn’t mention my phone as supported, despite my phone telling me its About menu that I have 4G for voice and 4G for data.
 

• Wi-Fi Calling & 4G Calling

Cryptically, the FAQ states that the phone’s modem firmware needs to be supported, and that iD is working to add support for more handsets. Does this mean iD Mobile is having to do this work itself, independently of Three? And is there a wider range of supported phones on other networks, or even on the main Three network itself?

Hi @Aaagh 

mine is a new phone bought as part of the plan with ID, so if it’s a dud that’s down to them. 
no customer should have to rely solely on  community support hub to get issues resolved. Where is the customer service? 

@Kash @Tyler @Tom @Aaagh Well I’ve checked and my phone is compatible with ID network after the switch off. 
The intermittent issue of being unable to make or receive calls continues and no one from ID Mobile has been in touch with me. 
 

Hi @B3loved1 

Above you’ve mentioned you’ve been in touch with the team about this, have you been back in contact with them?

Tom

Hi @Tom 

I eventually went through to socialqueries@idmobile.

I’ve given them my details and details of the fault, fingers crossed they can assist. 

I also got through, without being disconnected, to the live chat. They said it’s a fault that is affecting others and their tech team are working on it. 
Obviously the social queries team don’t know that, or they’re just telling me anything they like. We shall see. 

Hi @B3loved1,

Hopefully the team can look into your query and get it resolved.

If you require further assistance, please let us know.

Kash

Hi @Kash 

ive received two emails from them, the first asking for information, date/time, error, etc. The second email was also asking for information!? 
 

it has been suggested that I go to a curry’s store for assistance. Why that wasn’t offered in the first few days, I don’t understand. 
 

keep watching this space 

Hi @B3loved1 

Please keep contact with them and provide the information requested.

It’s worth noting that visiting a Currys store would be to check over the device, not the iD Mobile account itself.

Tom

Hi @Tom 

The Apple shop have checked the phone, no fault found. 
I will take it to curry’s on your advice, I hope that they do not try and charge me. 
I’m always doing the following up, that is another rubbish issue with ID customer service. It feels like the customer is having to chase for a response. 

Hi @B3loved1 

Currys won’t charge you as long as you’re within your warranty period and no damage is present on the device.

I’m sorry you feel that way about the customer service, if you’re already in contact with a team, it might be worth bringing that up to them.

Tom

I had a similar issue with a new phone. I found sim one slot was faulty but sim two slot seems to be working OK up to now. If it happenens again I'll demand a new phone

Hi @Woo6 

my issues started well over a month ago, still no resolution. 
I’ve found the whole experience a right pain. Customer service is almost non existent and what service there is, has been appalling. 
How can it take so long??!! 

Hey there @Woo6, welcome to Community! We’re very sorry to hear that. Have you been in contact with us previously to troubleshoot further with yourself?

@B3loved1 Have you been able to take your device to Currys as of yet?

Thank you,

Tyler

Hi @Tyler 

yes I’ve just returned from curry’s. Spoke to Ian, who was managing the shop floor. Apparently the phone expert leaves at 6pm 🤷🏽‍♀️

He checked the phone and couldn’t find a fault with settings etc. He suggested that even though this make & model of phone is compatible with the 3G switch off, there have been some phones that have experienced problems. He also confirmed that ID Mobile should be cancelling the contract. 
 

Hi Tyler

I'm all sorted now but using sim slot 2 as its not caused a problem like slot 1. 

If I have any more issues I'm insured so I'll take it back if another problem occurs.

Wendy