Hi ​@Kelly M,

We're sorry to hear you're having trouble making calls.

If the issue is only affecting certain landline numbers, it could be due to a temporary network issue, the way those numbers are routed, or a problem with your phone's network settings.

It may also be that the numbers you're trying to call are out-of-plan chargeable numbers. These calls aren't included in your standard allowance and require your bill cap to be set high enough for the call to connect.

To check or change your bill cap:

• Log in to the iD Mobile app or My Account.
• Go to Bills.
• Select Manage Bill Cap.
• Increase it to a suitable amount if required.

You can also view our out-of-plan call charges here: https://www.idmobile.co.uk/help-and-support/call-charges

We'd also recommend trying the following:

• Restart your phone.
• Turn Airplane Mode on for 30 seconds, then switch it off.
• Check that your network selection is set to Automatic.
• Perform a Network Settings Reset.
• If possible, try your SIM in another handset, or another SIM in your handset, to help determine whether the issue is with the SIM or the device.

If the problem continues after trying these steps, please get in touch with our Live Chat team so they can investigate further and, if required, raise it with our technical team.

Regards,

Gemma M

The iD Mobile Social Media Team