Hello ​@Elorac 

Thanks for getting in touch. 

We are very sorry to hear you are experiencing issues with making calls. 

Are you using iD Mobile for both lines?

What happens when you attempt to call and is this happening for all numbers?

Nat 

Yes I am using the same no for both lines. ID MOBILE. I’ve never used a  ESIM before so very familiar. 

Hi there ​@Elorac 

You can’t have 2 lines using the same mobile number.

For 2 mobile numbers you’d need 2 separate accounts.

Is it possible when you read this about using an iD eSIM

An embedded SIM (eSIM) is a digital version of a physical SIM card. eSIMs are more secure, as there is no physical SIM to remove, so it's safer if your phone is lost or stolen, allows you to have two active numbers and seamlessly switch between them, and fewer physical SIMs means less plastic in circulation - a win for the environment. Check out the article below with steps to activate your eSIM.

you assumed the bit I’ve highlighted in bold meant you’d have 2 active numbers?

Yes, that is correct!

Hey there ​@Elorac, sorry to hear that.

We hope the kind advise from ​@Daz_S has been able to help you out.

If you have any further issues or questions, please do let us know.

Thank you,

Tyler

How can I make calls to all contacts instead of just some?  I have tried ticking personal but it doesn’t seem to make any difference 🤗

Hi there ​@Hazel Holliday, can you clarify what you mean further please?

Thanks,

Tyler

I have an eSIM sometimes when I try to ring others it comes up personal and sometimes primary.  Some numbers it won’t connect to and cancels calls.  I am happy to just have one or the other if you could tell me how to switch one off 🤗

Hi ​@Hazel Holliday 

We’d recommend the following;

https://support.apple.com/en-gb/109317

Tom

Yes!  Finally, after nearly 4 months, advice and I can understand and a solution which seems to work! 🤞 Thank you 🤗

Hi ​@Hazel Holliday 

Thank you for letting us know and I’m glad that it is working now.

Please feel free to reach out to us if you need any further assistance.

Thank you.

Michael Z

Me again!  Unfortunately, although my newest contact can now be contacted, other contacts I message regularly have been disconnected!  I went to settings and switched off one of the two lines and then tried switching off the other line but no luck.  Help again please 😩

Hey there ​@Hazel Holliday, sorry to hear that. So to confirm, the same issue has arisen?

Thanks,

Tyler

Yes, unfortunately.  I don’t really want or need a dual eSIM, is it possible to just switch one off?  

Hi there ​@Hazel Holliday, is the iD Mobile SIM card the only active eSIM on the device?

Thanks,

Tyler

Why do you have more than one SIM/eSIM installed on your device? If you have any unwanted SIMs/eSIMs, remove or delete them. Once done, reset your network settings. 

Thanks again for your replies and advice. I changed to a SIM card in June and chose an eSIM instead of a physical one.  I assume it’s a dual as personal and primary came up when I tried to contact anyone.  I had difficulties at first as it was set up I as a new account even though I kept my mobile and didn’t upgrade to a new one.  After this was resolved it has been hit and miss whether I can make calls or message certain contacts (those without iPhones).  Could it be there is a physical Esim in my mobile still?  Hope this information helps.