iphone not receiving calls or messages

Do you have any eSIM products installed on your iPhone, ​@T21JMF?

Are you using a physical iD SIM in your iPhone?

If calls and SMS texts don’t work with the iD SIM, it’ll be difficult to get the Apple iMessage and FaceTime services activated on the Apple device with your iD SIM.

Hopefully a web chat with iD customer support will resolve matters.

Thank you, it is a physical SIM card. We have tried it in another iPhone and same thing happening. Just find it strange that the phone will call out fine but cannot send text or receive calls or texts. I will do a live chat with customer service as we have tried all the steps listed from ID mobile. 

That suggests the switch to iD (from your old service provider) hasn’t been completed properly, ​@T21JMF. 

Does SIM from your old service provider still work?

No it doesn’t 

Could be a split port. You need to speak to live chat. Have you managed to do this yet?

Not yet as it’s my son’s phone and he’s taken it with him to school. As soon as I have it in my possession, as I’ll probably need it with me, I’ll do a live chat. Appreciate everyone’s help though.

Please let us know how you get on. 

Will do thank you 

Hey there ​@T21JMF, sorry to hear this.

Are you still having issues regarding this please?

Thanks,

Tyler

Yes I contacted live chat, they have escalated the problem to their tech team who is meant to be contacting me via email, they said 48 hours, as yet not heard anything.

Hi ​@T21JMF,

Please let us know if you don’t have a response within the timescale mentioned and we can assist you further.

If you require further assistance please get back to us here and we can PM you.

Kash

Well I still haven’t had a response from the Tech team and it’s been a week now since the transfer so if this problem doesn’t get sorted soon I’ll be cancelling everything and going elsewhere because I cannot be paying for something I am not getting. It’s my sons phone and I need his phone working properly so right now I am not that happy with the change to ID Mobile.

I am having exactly the same problem with my son’s phone.  Got an email to say all ported successfully on Saturday 22nd but since then he can make calls and send texts but cannot receive calls or texts and it says number not recognised.  Had a new SIM card and also done numerous network resets and nothing has worked.  Contacted id help and they have raised a case and I should hear back anytime now by email.   It looks like a common fault but I am not happy with the service so far.
 

it’s a safety issue when you cannot contact your son when he is out.  I have only got until Sunday to give phone back as my 14 day is up then.  Any help welcome 

I have cancelled the contract, done another live chat and was told there was no record of my previous conversation with them Saturday, no notes on my account and no escalation made. The amount of time it’s taken to get this far it would have gone over the 14 days by the time it may have finally got sorted so I decided to cancel the contract. They’ve immediately disconnected the SIM but cannot give me a PAC code for another 24 hrs so my son will be without a phone for a few days. I’ll definitely not use ID Mobile again and definitely won’t recommend them to anyone!!!!

Hey there ​@T21JMF, we’re very sorry to hear about your poor experience and that you’ve decided to leave. We wish you all the best with your new network.

Thanks,

Tyler

Hey there ​@T21JMF, we’re very sorry to hear that.

I don’t believe the technical team would contact yourself via email, as they’re usually an internal team only. Therefore, you will need to re-contact the team you contacted intitially within the time-frame you were given for them to check for updates from the technical team for you.

Also, just to try help here, what phone do you have please?

Is the phone number showing incorrectly in settings?

Thanks,

Tyler