unable to make or accept calls

Hi ​@NicJ72,

Sorry to hear you’ve not been able to make or receive calls, that’s definitely frustrating, especially when everything seems unchanged.

A few things you can try that often get this sorted:

• Turn off Wi-Fi Calling for now, this can sometimes interfere with calls if the connection isn’t stable.

On iPhone: Settings > Phone > WiFi Calling
On Android: Settings > Connections > WiFi Calling

• Restart your phone
• Toggle Airplane mode on for 30 seconds, then switch it off
• Make sure your phone is picking up signal (try moving to a different area if possible)
• Check that Do Not Disturb / Focus mode isn’t enabled
• Try removing and reinserting your SIM card (if you’re using one)

If you’re still unable to make calls after trying the above, it could be something network-related. If you can share your full postcode, I’ll take a closer look at coverage in your area for you.

We’ll get this sorted!

Regards,

Gemma M

The iD Mobile Social Media Team

Ok thank you for your speedy reply it is appreciated 

I have followed the steps you have provided and I was only able to make a call when I turned the WiFi calling back on surely I should be able to make a call without this ?? 
this is the first time I’ve had an issue with calls it’s very frustrating 

I am still not getting calls inbound or outbound 

can this be looked into as a matter of urgency as I am paying for a service that I can’t use 

postcode is CW8 4PT 

Hi ​@NicJ72,

Thank you for your response and I am truly sorry to hear that the issue is still ongoing. 

I have checked the coverage for your postcode area CW8 4PT and can confirm that there are no outages or reported issues. I can appreciate how frustrating it is when your phone shows signal but you can’t get any internet at all. Let’s try forcing your phone onto 4G, as that often helps in situations like this.

If you’re using an iPhone:

1. Go to Settings
2. Tap Mobile Data (or Cellular)
3. Tap Mobile Data Options
4. Tap Voice & Data
5. Select 4G / LTE (instead of 5G or Auto if shown)

If you’re using Android:

1. Go to Settings
2. Tap Connections / Network & Internet
3. Tap Mobile Networks
4. Tap Network Mode
5. Select 4G / LTE only (or “LTE/WCDMA/GSM”)

Once you’ve done that, restart your phone and test your calls again. 

Regards,

Gemma M

The iD Mobile Social Media Team

Unfortunately that has not worked either

i have WhatsApp and messenger calls but no cell phone calls at home very disappointing especially as I’ve never had an issue at all until the last 24 hours 

Hi ​@NicJ72,

Sorry to hear this is still happening, I can imagine how frustrating it must be.

As you’re able to use apps like WhatsApp and Messenger over WiFi but not make regular mobile calls, it could point to an issue with the SIM itself. In this case, the best next step would be to get a replacement SIM.

You can do this in either of the following ways:

• Contact our Live Chat team here: and request a replacement SIM
• Or visit your nearest Currys store, where they can provide one for you

Just a heads-up, for security, you’ll need to bring proof of identity (such as a passport or driving licence) to get the replacement SIM issued.

Once you’ve got the new SIM, you will need to activate it and that should resolve the issue, but if you need any help setting it up, feel free to let us know.

Regards,

Gemma M

The iD Mobile Social Media Team