Hi ​@Jwyl,

Sorry to hear you're having trouble with this.

If the gate's access number is being recognised as an international number and you're receiving a charge notification when trying to call it, it's likely that the call is being treated as an out-of-plan or international call.

In this situation, you'll need to ensure that your bill cap is set high enough to allow the call to connect.

You can check and amend your bill cap in the iD Mobile app:

1. Open the iD Mobile app or log in to your online account.
2. Go to Bills.
3. Select Manage Bill Cap.
4. Increase the bill cap and save the changes.

Once the change has been made, try calling the number again.

If you're unsure why the number is being identified as a Netherlands number despite being used for a UK gate entry system, it may be worth checking with the site owner or management company, as they may be using an overseas-routed service for access control.

I hope this helps.

Regards,

Gemma M

The iD Mobile Social Media Team

Thank you for your response Gemma however surely if I do this I will be charged for an international call which will come as quite expensive as I access the gate daily.

with my old provider this was not an issue so can’t understand why ID is different.

Regsrds

Jwyl

Hi ​@Jwyl,

Thank you for getting back to us. I’m sorry for any concern this has caused, especially as you need to use the gate access service each day.

Whether the call is chargeable depends on the number you’re calling, the country you’re in and the roaming allowance included with your iD Mobile plan. If the gate uses an international or premium-rate number, it may not be included in your allowance and additional charges could apply. This can differ from your previous provider because each network has its own roaming terms and pricing.idmobile.co

To help avoid unexpected charges, please check the relevant rates on our international and roaming charges page before making the call. If the service offers an alternative method, such as an app, Wi-Fi connection or local access number, this may be a better option while you’re abroad.

Thanks, 

Tashnieka
The iD Mobile Team

It seems crazy as I am in the uk and the gate is in the uk. Looks like ID is not the best service for my job. 

Hi ​@Jwyl, 

I’m sorry this has caused inconvenience, especially as both you and the gate are in the UK. The location of the gate does not determine the call charge; the charge is based on the number being dialled. The gate may be in the UK, while the access system or company operating it uses a Netherlands telephone number.

If you need to call the number, you can purchase the Call Abroad 100 Minutes EU add-on, which includes calls to the Netherlands and is available for use while you’re in the UK. It costs £5 for one month and can be purchased as a one-off or set to renew automatically.

Via the iD Mobile app

1. Sign in to the iD Mobile app.

2. Select Add-ons.

3. Choose Call Abroad 100 Minutes EU.

4. Check that the Netherlands is included.

5. Select whether you want it as a one-off or recurring add-on.

6. Confirm the purchase.

Via the website

1. Sign in to My Account.

2. Select Add-ons.

3. Choose Call Abroad 100 Minutes EU.

4. Review the details and confirm the purchase.

Please check that the gate number is a standard Netherlands landline or mobile number, as special or non-standard numbers may not be included.

Thanks,

Tashnieka
The iD Mobile Team