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Urgent - Porting Issue: Can make calls and send texts, but not receive calls or texts

Forum|Forum|1 year ago
April 4, 2025
26 replies
1363 views

My transfer to iD mobile was apparently completed on the 22nd March. At that point I was unable to make or receive calls or texts so the support team sent me a new SIM card and I did some troubleshooting steps. I can now make calls and send texts but not receive them - I believe this is called a split number port. I spent a while talking with a team member last week about this and they informed me they had passed the issue to the tech team. Today I tried to contact the iD team to get an update on this, after 45 minutes of a team member talking me through the same troubleshooting I had already done and ignoring all attempts from me to ask them to contact the tech team for an update, they finally checked my record and found no request to IT had been made. They then attempted to get me to do more troubleshooting so they could process the request, and provide evidence of the issue - I am not sure how I can evidence non-receipt of calls and texts, other than that I have received none since switching. Given this, the request has still not been made. I had 1 and a half hours of my time wasted today in this conversation, and a further two weeks wasted as I should never have switched in the first place with these issues. Added to this, I still haven’t received the gift card for joining to even offset some of this.

Please can a staff member of iD mobile escalate this to the tech team so I can have this resolved and use my phone again! And secondarily, please email me my gift card for joining

Best answer by WelshPaul

Hi @JoCook, that’s not good! It does indeed sound like you have what is known in the industry as a split port. Fixing a split port isn't a quick process. This is because iD Mobile needs to liaise with your old network and this isn't done in real time. Also, porting teams don’t work weekends. So your issue isn't likely to be fixed anytime soon.

In the meantime, I've highlighted your post and asked iD Mobile staff to respond to your post as a matter of urgency. They'll contact you and hopefully sort the confusion out.

Show previous replies

Lamiya C

iD Mobile Employee

Hi @mattclxrk ,

I’m sorry you’re experiencing this issue. I completely understand how frustrating it must be to be unable to receive calls or texts from non‑iD Mobile numbers.

It sounds like your number may have a split port. To resolve this, you can either:

Transfer your number fully via the iD Mobile app:
Open the iD Mobile app and log in.
Go to Manage Account → Number Porting → Transfer Your Number.
Follow the steps to complete the port from your previous provider.
Contact our live chat team for assistance in completing the transfer: iD Mobile Live Chat

Once the port is fully completed, your number should be correctly registered, and you’ll be able to receive calls and texts from all numbers.

Lamiya

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

M

mattclxrk

New Contributor

hi @Lamiya C sorry i can’t find a manage account option in the app?

M

Michael Z

iD Mobile Employee

Hi @mattclxrk

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael Z

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Rainy Edmondson

New Contributor

I too have the same issue, I can call and text mobile numbers on Vodafone but they cannot send to me or call, this has been happening for 3 years. Now a major issue and getting nowhere with complaints. I am going to leave ID as had enough……...

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Michael Z

iD Mobile Employee

Hi @Rainy Edmondson ,

Kindly be advised that we are assisting you in a private chat to help resolve your query.

-Michael Z

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Rainy Edmondson

New Contributor

For 2 years +......