Just under a week ago, I got two 12 month sim only plans for my Son and Daughter (she also has some less serious issues).

they were on Tesco Mobile as part of their mum’s plan, but she passed away and her tesco mobile account was terminated once I informed them (with all 3 phones being put on pay as you go - which i was happy with). 

I set up 2 identical sim contracts. My daughters phone got the welcome text immediately on inserting the sim. her old number has been ported over. the only issue is she can’t send/receive texts (the Iphone itself seems to think it is the old ID mobile sim associated phone number - however, if you call it/from it, it is her old number which is showing/working). 

My Son’s phone is more problematic - which is what I am hoping for info on - preferably someone in ID to talk to as the very helpful folk at Currys can’t seem to fathom it.

basically, the sim has gone in. it shows ID mobile and 4g. but has zero bars of phone signal. this never changes. I have all the emails from ID mobile (account set up/direct debit set up etc for this number). 

but there is never any welcome text. his old tesco mobile number (for which we have a pac code) now doesn’t show on his iphone either. 

I have got a second sim and activated this to the ID number (in case it was a faulty sim) - and I still get the same issue

So currently he has a phone which now doesn’t work either with tesco or id mobile - and I really need to be able to contact him or he me at this time given the situation with his mum passing. 

what I would really like is to be able to speak to an ID mobile member of staff about this and try to work out what is happening

but if its a simple fix, then please let me know

and sorry for the long message - I am struggling a bit to know how to get this sorted :(

thanks, Matt