My daughter has set up her new code and transferred the number from her old number from her previous network via PAC code. However, she is currently unable to complete to make or receive calls from her new phone. If she makes a call it rings out but the recipient's phone does not ring, and if someone calls her, their phone rings out but here phone doesn't ring. She also cannot send or receive SMS messages. Completely at a loss how to fix it. Phone is an iPhone 15.
Any suggestions appreciated.
Best answer by MZone
That would be something to do with the settings on the iPhone most likely as it thinks you are trying to use 2 lines. If she is only using iD as her service now I suggest if the old SIM is physical you remove it from the phone and cut it up and dispose of it or if it is an eSIM you delete it from the phone (don’t delete the iD eSIM if you have one). This will avoid any conflict/confusion on the phone.
+21The porting process can take upto 10pm on the day of the port to fully complete. You also need to keep switching the phone off/on during this time. Has the issue been resolved now?
Hello. Unfortunately the port was 2 weeks ago. We've partially fixed the problem. The phone had been assigned 2 lines, one for the old contract and one for the new one with ID. Both were switched on. Seems to be working with just the secondary number switched on. It's a concern that the port may not have completed correctly so I will contact ID about that.
+21When the number ports over the old SIM card should be disconnected and it should show no service on the phone for that line.
It did. When that line was the only on switched on there was no service. When both were switched on it stopped calls or texts going through.
+21That would be something to do with the settings on the iPhone most likely as it thinks you are trying to use 2 lines. If she is only using iD as her service now I suggest if the old SIM is physical you remove it from the phone and cut it up and dispose of it or if it is an eSIM you delete it from the phone (don’t delete the iD eSIM if you have one). This will avoid any conflict/confusion on the phone.
That's great thanks. It's an esim. We did consider deleting it but backed out it because we weren't sure what we're doing! Any idea why that happens? Is it just a case that when you first put the SIM in the phone recognises the new number then adds a new line when the old number ports across?
+21On newer iPhones you can have 2 active SIM’s or lines working at the same time. For example 1 line for business and 1 for personal so you don’t need to carry 2 phones around with you. The old network was obviously 1 line and then when you bought the iD contract and installed the SIM it would have had a new number associated with it so the phone would have set that up as a 2nd line. You then ported the old number across to the new iD SIM and then the old SIM would have disconnected. You should have then deleted the old number eSIM from the phone and then updated the number held on the phone for the iD SIM with the old number if this didn’t change automatically. It’s not easy to explain so hope it makes sense and can be a bit fiddly.
I think I follow! It was a new phone, but she didn't activate the new SIM immediately so I suspect she used the SIM from her old phone/contract in the new handset prior to using the new SIM which, if I've followed correctly would have added the old SIM as one line and then when the new SIM was installed it would have them added a second line?
In terms of the number listed as "my number" presumably the number assigned to the new SIM "imprints" on the phone and it doesn't necessarily update automatically when the old number is ported?
+21You are 100% correct 👍🏻
+21You are welcome 😁
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