Hi ​@MarisaMartin,

I'm really sorry to hear you're experiencing issues with your services. Please try the steps below, depending on the type of phone you have, and make sure that the iD Mobile SIM card is in the device:

For Android:

• Open Settings
• Tap General Management
• Tap Reset
• Select Reset network settings
   

For iPhone:

• Go to Settings
• Tap Phone
• Tap My Number
• Delete the old number
• Enter the new number
• Tap Save

Then follow these steps to refresh iMessage:

1. Go to Settings
2. Tap Messages
3. Turn iMessage OFF
4. Go to Settings > General
5. Tap Reset
6. Choose Reset Network Settings
7. Once your iPhone restarts, go back to Settings
8. Tap Messages
9. Turn iMessage ON again

Your iPhone should now recognise the new SIM and verify your number.

Regards,

Gemma M

The iD Mobile Social Media Team

I had requested to retain my old number, do I still need to change to the new number?

Hi ​@MarisaMartin,

If you've requested to retain your old number, then yes, once the transfer has completed you'll need to make sure your phone is using the transferred number.

The number should appear in the following format:

• +44 followed by your transferred mobile number without the leading 0.

For example, if your number is 07123 456789, it should display as +447123456789.

If the transfer date has already passed and the number still hasn't updated, please let us know.

Regards,

Gemma M

The iD Mobile Social Media Team