phone not able to make or receive calls

Hi @meganbaldwinnnn 

Sorry to hear this, please could you let us know the device you’re using?

Please could you try setting your device to airplane/flight mode for 1 minute and then off again?

Have you tried your SIM in another device?

Tom

Hi Tom

its an iPhone 11

i have tried all those measures but hasn’t worked. I noticed when I went to a place that had 3G coverage the call worked but when I returned home (that only has 4G coverage) it stopped working again so I’m not sure if it’s to do with the 3G switch off? 
 

megan

Have you tried a NETWORK RESET on your iPhone, @meganbaldwinnnn? 

The 3G shutdown seems to have caused some strange handset behaviour for some iD users. 

Hi, yes tried that too but didn’t work either! Thanks for idea though! 

Okay @meganbaldwinnnn, some customers in the area where 3G has been shutdown found the following helped: 

• Turn off handset
• Remove SIM card
• Wait 15-minutes
• Insert SIM card and restart handset

But make sure you’re in the 3G shutdown area when you do this.

Ah thanks, just gave this a go but still not working 😓 

I’ve been having the same issue for over 4 weeks and no one has been able to help, I’ve made a complaint and they have called me/ asked me call despite not being able to make calls 🙃

Its annoying they aren’t giving any updates on the outage!

Not sure what else to try… 

What is the iOS version running on your iPhone, @meganbaldwinnnn? 

Was your iPhone ever network locked, to another service provider?

iOS 17.4

phone has never been locked - I just got it on contract with id about 12 months ago 

Hi Ande

thanks for more suggestions! Just tried this and the settings were already on, tried turning them off and on again but still unable to make calls! 

Seems unusual @meganbaldwinnnn - perhaps only remaining option is trying a replacement iD SIM. 

Are you able to try your iD SIM in another handset, to see if the same happens?

Hi @meganbaldwinnnn,

Just checking if you managed to test a replacement SIM?

You can collect a SIM from your local Curry’s store or we can send one out free of charge.

Please let us know if you would like one sent and we can PM you.

Kash

My phone won’t work for making or receiving calls in my house. I have tried all of the various suggestions made above. Did a reset of network settings. Bought a new phone,(iPhone 13), no better. Replaced SIM card following a trip to Curry’s, no difference. Tried the Sim in another phone. It works fine. My partner also changed to ID Mobile at the same time. Their phone works perfectly and has done from the word go. At the moment my phone works in my garden and away from home but not in the house. Is there any further tips or advice anyone can suggest?

For all who are not able to make /receive calls….
The answer to your problems may be down to which mobile service provider ‘controls’ your phones software/firmware!

There are a LOT of customers posting in the Community that are having problems making/receiving calls on their device even though it has the 'capablility' of connecting to VoLTE/4G Calling and WiFi Calling.
Even if your device is on the SMARTY 'Approved Phones' list (or not) this may not be down to SMARTY supporting your phone BUT  because of something you may not know about.
What many people do NOT know, is that when a mobile phone is sold by a 'Network' it is controlled by them with regards to software/firmware updates that will enable certain features to be available on your phone (even when 'update software' is performed on the device).
I recently got a 'hand-me-down' Samsung Galaxy J4+ phone from my sister that had VoLTE and WiFI Calling ability (among many other features) available to use but they could NOT be accessed on the SMARTY or iD  network.
After much research I found iD Mobile supported my phone and yet when I changed over to their network I was still was unable to  access these features (VoLTE/WiFi Calling) on my device.
What I didn't know is that all phones are controlled by the 'Network' that it was originally sold by and it had their firmware enbedded in to the device
For example. the firmware on my SG J4+ was:- SAOMC_SM-J415FN_OVF_VOD_PP_0015 / 40009a7d / VOD/VOD/VOD which shows that the firmware on my phone was controlled by Vodafone (VOD) which was the network that my sister was a customer of and had purchased the phone from. 
(This information can be found in the phone under 'Software Information').
Unless I was 'connected to/used' the Vodafone network with this phone I wasn't able to get the firmware updates to enable all the capabilities available.
The ONLY way to 'free' a device for updates, so that it can be used with ALL networks, was to 'FLASH' the phone to an Unbranded firmware.
After Flashing my phone this is the software that is now on my device:- 
SAOMC_SM-J415FN_OXM_XEU_PP_0013 / 40009a7d / XEU/XEU/VOD (XEU is 'unbranded').
I now have ALL the capabilities that this phone has with the capacity to use VoLTE, WiFi Calling etc.
These are the codes to which your phone network is locked in to:-
EVR (EE)
BTC, CPW (Carphone Warehouse)
H3G, O2I, O2U (O2)
ORA (Orange)
TMU (T-Mobile)
TSC, VIR, VOD (Vodafone)
XEU (EE & Three)

If you go down the 'Flashing' route... PLEASE do your research! It is easy to do once you know how but there are many things you need to know to do it safely! 

If you want to ‘flash’ your phone you need to do it so ‘BTU (unbranded)’ software/firmware.
SO, the conclusion of this is that this isn't just a 'network provider' problem i.e. unsupported phone, but could most likely be a firmware problem/restriction.
IF, you decide to 'FLASH' a device then PLEASE do your research!  There are many 'small' details to take in to account but once you have all the info it is straight forward and easy to do!
Good luck all and I hope this helps solve a problem that affects so many!

Thanks that was interesting, but way beyond my comfort zone!  My phone was bought brand new from John Lewis, Sim Free. I did transfer my data from my old phone  but not sure if that would cause firmware issues. Still blighted by a phone contract that is not fit for purpose and little help…

Hi @ShazzaNS ,
Transferring of data to your new phone wouldn’t change anything to do with the firmware.
What phone do you have? What ‘software’ do you have on your phone (this can usually be found under the ‘phone information’ and will look something like this - ‘SAOMC_SM-J415FN_OVF_VOD_PP_0015 / 40009a7d / VOD/VOD/VOD’)?
From what I can see, a phone purchased from John Lewis will have O2 software. So if you see ‘H3G, O2I, O2U’ in the software information then your mobile will only be able to get the updates required (to use VoLTE/WiFi Calling) if you have an accoiunt with and are connected to that network.
‘Flashing’ a phone to ‘unbranded’ software/firmware is really quite easy, once you know how, and when you let me know what phone you have I can try and help guide you. x
 

Hi @ShazzaNS 

Sorry to hear this, someone else in your house, also on iD Mobile does not have the same issues you do, correct?

Have you tried your SIM in their phone, or visa-versa?

Tom

I had the same problem for the past 4 days not being able to make or receive phone calls. I tried numerous chats on the ID site with no assistance at all.

I’ve stumbled over the solution thanks to a very helpful Vodafone website.

Head to the Settings >Mobile Service >Sims>Mobile Data

The image shows a scratched area where originally there was no mobile phone number. Add your phone number and your phone should come back to life making and receiving mobile calls 

I’m having the same issue- tried all the troublshooting suggestions and still no luck 

I just need to try it in another handset and then that’ll be all - not great to have to find a Curry’s to make this happen, 

Commenting to follow the discusison and share frustration 

also on an Ipone 11 so wondering if that’s relevant 

I’m iPhone 14 and I am having the same issue. Can send and receive texts but can’t have incoming or outgoing calls. I have tried everything in this forum to get it working again and to no avail. It also says there is no works going on in my area currently so not sure what the issue is. Won’t be returning to ID once my contract is up, between having rubbish signal and my 5G data rarely ever working, to now being unable to make calls I have had enough. 

Hi @Jodie Brashaw @Caroline Schreiber,

Have you enabled VoLTE?

I would advise contacting Live Chat if you are unable to see issues in the area.

Kash

I’ve done all of the above including getting a new sim and it’s still not working. I’m going abroad soon and really need this to work - not sure what to do will try live chat but the wait is insane 

Gdury wrote:

I had the same problem for the past 4 days not being able to make or receive phone calls. I tried numerous chats on the ID site with no assistance at all.

I’ve stumbled over the solution thanks to a very helpful Vodafone website.

Head to the Settings >Mobile Service >Sims>Mobile Data

The image shows a scratched area where originally there was no mobile phone number. Add your phone number and your phone should come back to life making and receiving mobile calls 

 

this worked for me but I had to put my number in somewhere else

it was in apps, phone, my number.

thanks 

see thread;