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can only receive calls from providers that use Three’s infrastructure

M
New
 Contributor

Hi,

New ID account with number ported from EE on 31st May. Initially unable to receive calls and send/receive SMS  I was ok making calls to all numbers


On first eSIM I was unable to change the handset number. (iPhone 15 pro), on the replacement eSIM, last night, I was able to change the handset number (phone/mobile service)

I can now receive calls from MVNO’s which use Threes infrastructure, eg ID, Gamma, Smarty but NOT from major providers such as EE, O2, Vodaphone. 
 

Have been on IDs Live Chat three times (90+ mins) and have been going around in circles. 
 

Has anyone else had this problem and if so, how was it resolved. Everything I’ve read points to issues at the Three end in porting. 
 

Close to quitting ID and going elsewhere

thanks in advance 


 

 

Best answer by andewhite

Alas @Martin Oldham, I suspect your only option for escalation would be making an official complaint, which then gives iD up to 8-weeks to resolve matters. 

If they fail or issue a deadlock letter before the 8-weeks is up, you can take your complaint to the Communications Ombudsman. 

https://www.commsombudsman.org/how-we-can-help/mobile-phone-providers

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    andewhite
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    • andewhite
    • Platinum 
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    • 12349 replies
    • June 12, 2024

    Perhaps just cut your losses, @Martin Oldham - get a returns authorisation in your contract cooling-off period and switch to another provider.

    Could be less hassle in the long run.  

    Forum member (non-iD).
    M
    1 person likes this
    • M
      Martin Oldham
    M
    New
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    • Martin Oldham
    • Author
    • New
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    • 3 replies
    • June 13, 2024

    After another hour wasted online I’ve been sent yet another eSIM. Unsurprisingly this one has also failed to rectify the problem. All requests to escalate were ignored. 
     

    I’ve had poor customer service from other telcos in the past but this is fast approaching near legend status. 

    andewhite
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    • andewhite
    • Platinum 
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    • 12349 replies
    • Answer
    • June 13, 2024

    Alas @Martin Oldham, I suspect your only option for escalation would be making an official complaint, which then gives iD up to 8-weeks to resolve matters. 

    If they fail or issue a deadlock letter before the 8-weeks is up, you can take your complaint to the Communications Ombudsman. 

    https://www.commsombudsman.org/how-we-can-help/mobile-phone-providers

    Forum member (non-iD).
    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8408 replies
    • July 1, 2024

    Hi @Martin Oldham 

     

    Sorry to hear this, do you still require assistance with this?


    Please let us know if so so we can get in touch.


    We’ll be able to get in contact with you to assist here, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.


    Tom

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    M
    New
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    • Martin Oldham
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    • 3 replies
    • July 1, 2024

    Hi Tom,

    Thanks for your reply. After three weeks of being unable to receive calls/SMS from any network other than Three, after about 8 hours wasted on Live Chat, four eSIMs I cut my losses and requested a return’s authorisation. At each extensive Live Chat session I requested the issue be referred/escalated to Tecnical Support for resolution but this was met with issuing another eSIM. 
     

    In the end I filed a complaint. After a week had passed I phoned to check progress only to be informed that ‘they’ tried phoning me (on the ported number) but couldn’t get through several times. The irony is not lost on me. 
     

    So I’m now on Tesco Mobile/O2. Great ID Mobile service plans but a nightmare getting the correct support. 
     

    Regards

    martin

    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 4175 replies
    • July 16, 2024

    Hey there @Martin Oldham, we’re very sorry to hear that, and completely understand your frustrations with us.

     

    We wish you all the best with Tesco/O2.

     

    Thanks,

    Tyler

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